Reception - the hotel altar

Hotel in 13 stories: Reception - the altar of the hotel

In a world of distorted values, many jobs do not have their rightful place on the social scale, and one of the most undervalued jobs is certainly working at the reception.

It's popular to say that someone who works at the reception desk couldn't work anywhere else so they "stand" at the reception desk. Is this really true, and are the average receptionist really a complete idiot?

The receptionist of a better hotel is required to have at least a bachelor's degree in tourism or economics, knowledge of two foreign languages, two years of work experience, advanced computer skills, knowledge of the basics of currency exchange, and strong communication skills.

Anyone who thinks that some idiot can fulfill these requirements and perform the reception job should feel free to skip the rest of the text. “At the beginning of the mass, the altar is the center of the faithful's attention, because, according to Christian belief, Christ is on the altar, and all bows during the mass are made exclusively towards the altar, not the tabernacle.”

Or to put it another way - at the beginning of a hotel stay, the reception desk is the center of attention for the guest, and all inquiries during their vacation are almost exclusively made at the reception desk.

I think this analogy speaks for itself. 

So, the job of the receptionist starts from the moment the guest makes a reservationj because in most cases the receptionist, depending on availability, places him in the most suitable accommodation. It is very important to keep in mind that it is possible that due to the overbooking policy, the accommodation that has been booked may not be available, so it is definitely necessary to upgrade (with upselling if possible), and in no case reduce the quality of the accommodation. If there is no possibility of accommodating the guest in the hotel, start looking for adequate accommodation for the guest in another hotel.

The receptionist's work continues after the guest's check-in (note, we are talking about individual check-in) and it is very important to take all the information carefully, and depending on the channel the guest used to make the reservation and the payment method, inform the guest that the bill has been paid, and if it has not been paid, charge the part immediately or make a certain card pre-authorization so that there are no problems with payment. The guest sometimes for some reason does not want to pay for the delivered service or simply forgets to pay. 

The receptionist then provides the guest with more detailed information about the hotel facilities and opening hours, as well as everything they have booked, from the accommodation itself to the level and type of services they have booked (e.g. BB, HB, FB, All inclusive or booking a service such as a restaurant appointment, various massages in the spa, excursions, etc.). He also tries to sell them an additional (Up selling) or similar service (Cross selling). If possible, he takes them to the most important places in the hotel, and if not, he directs them to their room or to one of the FnB outlets if the room is not ready. 

It is crucial not to send a guest to an unprepared room because when a guest sees a room that is unprepared, the image of an unclean room remains in their mind for the rest of their vacation and it is very difficult to correct that mistake.

Group check-in is specific because at one moment you literally have the whole bus in front of the reception, and in a very short time nervousness is created, especially if the guests arrive a few hours before the earliest possible check-in time. 

In order to speed up the check-in process for a larger group, it is necessary to cooperate with an agency representative, usually a guide. The agency representative collects the necessary documents on the bus and immediately takes them to the reception upon arrival, and then the reception checks them in one by one and calls them by name to collect their room keys/cards. They are given basic information they will need during their stay and directed to their rooms.

It is also important to provide complimentary drinks and finger food while guests wait to check-in, as well as a luggage storage room if guests want to visit some of the hotel's facilities before check-in. 

After check-in it starts and there really is an incredible amount of questions, requests and concerns that guests have and that receptionists must resolve in different languages. 

It's great when a problem or query can be resolved, but if the problem cannot be resolved, compensation needs to be resorted to, and depending on the type of problem and compensation needed, this job can be taken on by a senior receptionist, reception shift manager, reception manager (in some cases front desk manager), duty manager, operations manager or his deputy, hotel manager or his deputy.

As compensation, it is possible to offer an increase in the level of accommodation (give a larger room or apartment, move to a room or apartment with a sea view) or services (offer lunch, dinner, massage), extend the stay or give a discount on the amount in cash, which is the worst option for the hotel.

Every working day as a receptionist is a challenge of its own, and the beauty of this job is that you are able to make guests happy every day and make their stay unforgettable.

And finally, at the end of the ballad comes the check out and it is very interesting how the success of the entire hotel is reflected in the facial expression of the guest leaving the hotel.

If the guest is satisfied, your happiness knows no bounds, and if not, visible dissatisfaction is followed by a barrage of emails and comments that hotel employees wish they had never received, let alone read.

Oh, if only all the guests, like believers at mass, would leave in God's peace.