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Every travel accommodation experience begins bymeetingthe reception personnel at the entrance. Therefore, the moment of initial greeting, its promptness and warmth are particularly important for the clients. There is no worst beginning than when upon arrival a guest is waiting uneasily for attention of the receptionist. Even if the latter is busy with something/someone else, he shall find time to show the guests that they are noticed, with a friendly nod and smile and a brief “Good morning, I will be with you in a minute”.
Sincere willingness to helpis one of the essential characteristics of the receptionists. Phrases like “How can I be of help?”, “I am glad you are here”, “How can we make things better for you?” and similar signs of interest should be a norm in any accommodation. The communication contributesto guest’s enjoyment, relaxation and the feeling of hospitality. It is recommended that the staff at the reception use the guests’ names when addressing them – it reflects respect and special caring (butrequires some memory training).
Since the receptionist is the one who has the most direct interaction with the guests and represents “the face of the company”, the choice of the staff is made according to non-written criteria of some professional and in-born qualities. Normally, the reception staff is of a pleasant appearance, always naturally at ease, friendly and sociable by nature, smiling and nice in communication, polite, with good manners, promptinreacting, balanced enough to solve problems instead of dwelling on the injustice of guest’s complaints, etc.
Aside from the personal aspect, the receptionistshould be efficient in serving the client. Fast and well-organized check-in/check-out can save a lot of waiting time and irritation. So, for instance, if you are expecting a client, some forms can be already filled out by the receptionist beforethe client arrives. Knowledge of the situation at accommodation and quick orientation with all kind of requests will contribute to the good impression about the staff’s professionalism. The receptionist should be able to anticipate customer’s needs(e.g., he/she should envisage that a family with a baby will need a baby chair or a cot).It is the responsibility of the receptionist to think of such thingsin advance and take care before the guest asks himself.
Generally, the professionalism of the reception staff is revealed through efficient organizationand performance ofthe main operations: welcome, check-in, payment, making reservations, provision of information, check-out, and getting feedback. The current subsection will cover the tasks of the reception staff separately for each of these operations.
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4.2. Reception, Arrival and Check out | 4.2.2. Arrival |
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