SKILLS FOR RECEPTION IN
There is no more important task facing a hotel and motel
than guest relations.A property’s reputation ,the volune of
its repeat business, indeed, its financial success can all be
dependent on the quality of its guest service efforts .One
way of thinking about guest service is the degree to which
your guests feel at home.
Unfortunately, it is not possible to provide your guests
with the exact comforts and furnishings that they are
familiar with at their home .So we must provide the
personal attention that guests need to feel comfortable and
welcome in an unfamiliar place.
Customer satifation is basic to any successful business.
Guest service is regarded as one of the most importants
concerns fa-cing the lodging industry today .With
increasing competition and heighened customer sensitivity
to the type of service they receive , quality guest relation is
more important now than ever .The primary staff capable
of providing good service are the people in the front
office .The front desk is the one sure point of contact
between guests and the property’ s personnel.
Basically ,there are three levels of srevices any hotel and
motel can provide :professional services ,a range of services
that could be classified as adequate and intolerable service.
Intolerable service forces guests to take action .They may
write a complaining lettler or regis-ter the complaint in
person or they may simply tell a friend about in.
A: Hi, welcome back, Kare .How was your trip?
B: The trip was fine ,but that hotel is a joke.
A: Oh, that’s too bad.
Guest talked to their friends and colleageues about their
trips and the information they give can be positive or
negative, The end of the result in this case is that the guest
and their friend will not be staying at the hotel in the
future. As bad an intolerable condition may be considered
Clearly ,being adequate is inadequate in a lodging
operation that prides itself on its guest relations
.Professional is the kind of services any company wants to
be known for .Whenever service rises to the professional
level , your guests are going tolet you know about it . They
will feel almost compelled to fill out the guest comment
cards .Perhaps they will write a positive letter to
management ,say somethingto your supervisor ,or experss
their pleasure to you in person .Better yet ,they’ll spread
the word your good srevices when they get home.
A:Hi, welcome, Karen. And how was your trip?
B:The tirp was fine and that hotel is something else! They
real –ly know how to make you feel at home .
A:Where did you stay ?
Positive word of mouth advertising comes only from
satisfied guests .Guests’ satisfied guests .Guests’
satisfaction should be the goal of all hotel employ-ees .But
since front office professionals have the first and last con-
tact with guests ,quality guest relations begins and ends at
the front desk .
“I think some hotels are in the assembly line production
.We sometimes plug guests into what we think they want
or try to give them the experience that we like .If you make
a little extra time and try to understand the guests ,you
can give them an expericence that they would really want
and they really like.”
Front offices professionals agree that the ability to look at
things from the guest’s perspectives is an important step
toward quality guest relations .So let’s look at an encounter
from the guest’s point of view .Our guest is in an
unfamiliar place far from home and it’s the end of a long
day of travel or business meetings .As he enters the hotel ,
he has to rely on one nidividual ,the front office person, for
all the information he needs in order to register , check on
mes-sages , get to a room and just about anything else.
Now as our weary traveler approaches ,let’s see how an
encounter reacts from other side of the desk.
A:How long have you been gone anyway/
B:Two weeks .It seems like I like left, kind of hard to get
back to the routine after being on vacation.
A:Listen . We are going for a drink later .Want to join us?
B:Oh no, midnight .(To the guest) Hi ,how are you doing?
Can I help you?
Guest(G for short):Ah yes .I have a reservation.
B:Ok ,oh, boy. There things take so long sometimes .Oh, Mr
.Philip, there isnt’t anything there. You ‘re sure you made a
G: No, no, you don’t understand. My first name is Philip
,last name Scott.
B:Oh well ,why didn’t you say so? All right. There you are
OK.OK. Mr .Scott ,right? OK ,you fill out your card here.
Here is your key .It’s room250 .That’s on the north side of
the building, and the bellman is over there .He can help
you oith your luggage.
G:Ah,I have an 8 o’clock anything .This place is really quiet
.You’ll get a grear night’ s sleep.
G: Well,I was going to ask for a 7 a.m. wake-up call.
B:Oh, ahm, you have to call the hotel operator for that in
G:Very well. Are there any messages under the name of
B:Oh, ah ,wait asecond. Yeah, there is a message for you
from your office ;they said to give them a call.
In the lodging profession ,courtesy and service are
essential and these were the very two factors totally
missing from this guest encounter .Even though the guest
was registered, he was surely left with the feeling that he
wasn’t treated quite right. Indeed, the guest may have felt
like he was doing all the eork and nothing was done to help
him feel an home. Professional service starts with you and
the way you look .Don’t present an unprofessional
appearance, look neat and well groomed .This tells the that
you care about what you are doing and that you consider
yourself to be a professional. Never ignore a guest .If you’
re busy ,at least acknowledge the guest’s persent .But if at
all possible ,greet the guest immediately and give your
A:Listen, we are going for a drink later .Want to join us ?
B:Oh,what time do you get off?
Don’t show a lack of pride in your property. It is not
uncom-mon for employees to look forward to the time when
they will get off work .But nothing else will so quickly
make you guests feel that you don’t care about them , your
property in front of both your fellow employees and your
B:Hi, how are you doing?
Don’t make the guest feel unwelcome. Instead, greed the
guests warmly and with smile that shows on your face and
in your eyes.
B:Well, Mr.Philip, there isn’t anything there.You are sure
you made a resevation?
G:Oh well.Why didn’t you say say ?
Don’t do or say anything that will make the guests feel
uncom-fortable or foolish. Instead, remain courteous
throughout and always show respect. Your manner can
help relieve any of the insecurities or uneasiness your
guests may have.
Don’t be distracted from your guests .This relates back to
the idea of giving the guests your undenide attention. It’s
“I am going to get asnack. Do you want anything?’
If you allow yourself to be distracted by someone else, any dis-
traction can cause you to lose eye contact with your guest,so can the
paper work or computer you use when registering a guest. Main-tain
eye contact ,it helps the communication process and it shows your
guests you are giving them your full attention.In additiong, use the
guest’s name during the encounter. People are pleased when you use
their names because it makes them feel important and it personalizes
the service they receives.
“Here is your key. It’s room 250”
Don’t loudly announce the guest’s room number .It could jeop-ardize
your guest’s privacy and srcurity .Instead , follow your prop-erty’s
procedures when preenting the room key.
“The bellman is over there and he can help with your lug-gage.”
Don’t dismissthe guest. Before your guests walk away, don’t forget to
check for any message and ask if there is anything else that can be
done on their behalf , such as leaving a wake- up call.
The two ways of wake-up call offered by a hotel to the
guests are personal wake-up service and computer wake-
up service. Some expensive hotels can offer the automatic
wake-up call service because their telephone switchboard
has its function. The concrete steps are as follows:
Receive guests’ reservation for wake-up call.
Fill out the registration form.
Input it into the computer by clerk or overnight operator.
Check the input information by form.
Check the printed record.
Use personal way to call guest again if there is no answer.
Make sure if there is something wrong with the equipment.
Notice the lobby manager on duty or housekeeping depart-
ment to find out reasons if there is no answer again.
Guest may also tell their needs for wake-up call to the floor
clerk ot the receptionist of front desk
The service is such a vital task that we must be carefue
and cautious when receiving it .If we forget to call guest
becauese of the neglect, the results may be very serious
.Some hotels ask an operator to tell guests the weather
con-dition, the temperature while making the wake-up call
service and also inquiry guests if they want room service,
which especially make guests feel very well, even though
they are far away from home .When we make the tape for
wake-up call ,we should pay more at-tention to the choice
of words and the kindness of tone and intona-tion.
G: I have an 8 o’clock appointment tomorrow morning and
I was wondering-----
A: Don’t worry about anything .This place is really quiet.
You’ll get a great night’s sleep.
G: Well, I was going to asl for a 7a.m .wake –up call.
Don’t interrupt your guest .As we’ve said before , actively
lis-ten,which means both listening closely and allowing the
guest to finish before you respond.
“You have to call the hotel operator for that in your room .”
Don’t give orders .Unless it’s an emergency situation ,never
tell guests what they have to do .After all, they are the
guests and they don’t have to do anything. If possible, take
care of your guests’needs yourself. Otherwise, pleasantly
suggest your guests what they could do. These positive
techniques can be used in almost every guests contact
situation and their’ll go a long way toward making your
guest feel important , at home and well treated.
A: Good evening, welcome to Mayfield Hotel.
G: Hello. I have a resrvation .Name’s Scott ,Philip.
A: Last name Scott?
A: How are you doing today?
G: Oh, fine, and a long day . I was here some time ageo.
You have made some changes, haven’t you?
A: Oh, yes, we have a brand new view and we’ve remodeled
the loddy ,even more beautiful than before. Ok, Mr.
Scott,how woulld you like to handle your account?
G: On my credit card , please.
A: Thank you. I’ll check to see if you have any messages
and then we’ll be all set. There is one message for you.
G: I have an 8o’clock apointment tomorrow morning and I’d
like to leave a wake-up call with you or whomeverI’m sup-
A: Certainly, I can take care of that for you. What time
would you like to be called?
A: 7a.m Mr .Scott, this id George.
George: Good evening ,Mr Scott.
A: George will help with your luggage and show you to
your room .
G: Fine, thank you very much.
A: You’re welcome .If there’s anything else we can do for
you, please let us know.
G: Ok ,I’ll do that.
B: Have a pleasant stay.
G: Thank you.
B: Thank you.
Notice how our front office prefessional put the guests at
ease and made him comfortable and welcome.
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