You may smile and say ‘Welcome to the hotel’ hundreds of times in your working week, but remember that each client it is a first. Smile as if you mean it, and remember to make every welcome a special occasion for each individual who arrives.
When clients arrive, the impression they get will remain with them throughout their stay. They judge the hotel not only by the way hotel staff act, but also by the way the staff look. So too with the hotel: the guests will judge it by how you look and act.
However busy the desk is, there is a clear difference between very busy and highly disorganized. Guests feel unsettled when they see that reception staff cannot cope. The ‘people skills’ are important in this job, but so are administrative details.
The main business of any hotel is to look after their guests.
