Hotel Reception

Introduction

No one works in a reception area in complete isolation, receptionists have contact with fellow workers in all areas of the hotel and potentially with people from all walks of life and from all nationalities.  Of course, most hotels have a regular type of clientele dependant on the size and situation of the hotel, but even in a small seaside hotel there is the potential for almost anyone to walk through the door.

Not all visitors who arrive at the hotel will necessarily be in a good humour.  They may have had problems with travelling, they may be tired and hungry, they may be in the hotel for reasons other than pleasure, and their worries may reflect in their attitude to the receptionist.  Therefore all reception staff must learn how to "handle" visitors:  they must be able to placate an angry guest, indulge a difficult guest, and ease a nervous one!  All this whilst maintaining an impression of poise and efficiency, enhancing the hotel's image, maintaining commitment to colleagues and with a pleasant disposition. 

Not always the easiest job in the world!  To find out how to improve your customer service skills and to complete this module, choose the following elements: