The hotel receptionist Receptionist: Caller: Receptionist:
Just one moment, please. You will want to talk to Ms Heath, the assistant manager and events co-coordinator, who deals with all our function bookings. May I have your name please? Ms Williams.
If you will please hold the line a moment I will see if Ms Heath is available. (Te receptionist then locates Ms Heath as quickly as possible and informs her that there is a call from Ms Williams, secretary of Sanlam of Randburg, who wishes to discuss the seating arrangements for their dinner on 12 November. Tis will alert Ms Heath to the nature of the call. Te call is then put through.)
Did You Know To tie in with the previous discussion about the importance of technology in a hotel, visit the link to the Small Business website as indicated in the web links section. It is clear from the extract below that technology plays a significant role in the future of the tourism industry and specifically hotels. Te question can be asked what the role of a hotel receptionist will be in the future, if any.
Hotel front desk agents are the first line of customer support in the hospitality industry. Tey greet customers, assign rooms, schedule meeting halls, accept payment, hand out room keys and ensure the guest has everything necessary for a comfortable stay. Over the years, hotel record-keeping has evolved from paper-based systems to complex computerised technology – and it is continuing forward to help hotels maximise profits while delivering a seamless guest experience.
Check-in Computerised front desk technology enables the agent to perform check-in duties ranging from room availability and reservations, to inventory, pricing and guest data capture. On checkout, the guest’s billing is integrated with phone accounting, in-room entertainment costs and point-of-sale purchases. Front desk technology provides the agents with real-time information to facilitate efficiency and minimise wait time.
In-room technology Today’s traveler carries numerous electronic devices, and reliable, wireless Internet connectivity ranks at the top of the list for customer needs. Some luxury hotels provide iPads or smart phones to the customers for use during their stay. Guests can use the hotel’s Web application to access room service options via an e-dining Internet site, or use an interactive service that finds nearby restaurants, transportation or shopping.
Benefits Hotel front desk technology gives hotel owners the tools to most effectively serve guests and increase revenue. Benefits include improved customer service, efficient internal operations and control over financial data. Tere are hundreds of systems tailored to fit the size of the establishment. Smaller hotels, motels or bed and breakfasts may opt for basic check-in and checkout technology. Larger chains may use this technology for complete guest, room and rate management; reports; integrated online reservation booking; and personnel and inventory management.
Future Technology is rapidly evolving, and for many establishments, the future will be a faceless front desk. Automatic check-in technology is already being implemented in several hotel chains. Features like smart phone room entry can eliminate the formality of arriving at the front desk. Guests that use this technology reserve their room online. On the day of check-in, they receive a text message with their room number linked to the guest’s preferred member card. Tey may go straight to their hotel room and enter their room by placing their smart phone near the door lock or by punching in a code. Some hotels will implement facial recognition technology: the guest checks in at the front desk, his image is captured, and then assigned to a room number. Te guest needs no key to enter his room.
FutureManagers
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