Hotel Reception

Introduction

One of the most important duties a hotel receptionist will have, is to answer the telephone and deal efficiently with the wide variety of requests that may occur.

In larger hotels, there will usually be a separate switchboard operator who will be the callers' first contact with the hotel, but in smaller hotels the receptionist will have to answer the telephone alongside her other duties.

Many of the calls will be from prospective guests seeking information about the hotel, and therefore it is important that these are dealt with in such a manner that the caller is left with a good impression of the hotel and a wish to stay there!   Potential customers are not likely to make reservations if their first contact with the hotel is with an apparently surly, ill-mannered telephonist!  Other calls will be for hotel guests, other departments of the hotel and for hotel management, all must be dealt with in a professional way to avoid irritating the callers. 

As well as answering the telephone in an efficient manner, the receptionist must transfer callers and take messages when people are unavailable.  It is an important responsibility, as messages going astray or taken down incorrectly can have many unwelcome repercussions for the intended recipient, for the receptionist (dealing with irritable customers and complaints) and in the longer term for the hotel (possible loss of future trade).