Hotel Receptionist Functions and Guest Interaction
Learn about the various functions of a hotel receptionist, including welcoming guests, handling complaints, providing information, and dealing with non-verbal messages. Discover how receptionists can make guests feel welcome, address complaints, and convey messages effectively without speaking.
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Presentation Transcript
THE HOTEL RECEPTIONIST One of the functions of hotel receptionist is to make guests feel welcome. In your opinion, how can a hotel receptionist do this? Welcome the guests Smile, use key contact, show interest in guests (ask them where they came from, how was their journey etc) Give information on hotel activities, facilities, restaurant options Mention use of room telephone to contact reception
THE HOTEL RECEPTIONIST Name 4 other functions of the hotel receptionist: Allocate rooms and keys to guests Collect payment for rooms Help guests to book use of hotel facilities, e.g. restaurant, swimming pool Provide information to guests Answer phone calls
THE HOTEL RECEPTIONIST Guests frequently ask the hotel receptionist for information, what types of information might guests require? Meal times for restaurant Directions Names of local bars and restaurants Tourist facilities in the area
THE HOTEL RECEPTIONIST Listening to and dealing with complaints is one of the functions of a hotel receptionist. Note 3 rules which should be observed when handling complaints: Listen to the customer Gather all required information before taking action Remain calm Reassure the customer the complaint will be dealt with
THE HOTEL RECEPTIONIST Outline how you would deal with a situation where a customer is complaining that the room they were allocated is too noisy due to passing traffic: Listen to the customer s complaint Offer a solution to the problem Move rooms Offer ear plugs Implement the solution immediately
THE HOTEL RECEPTIONIST What do you understand by the term Non-verbal messages ? Messages passed through body language rather than speaking Give an example of a non-verbal message that a receptionist could convey to a guest: Yawning is a sign of disinterest Folding of arms may make a person appear unwelcoming
