For guests, hotels are more than just a place to sleep at night, they are a complete experience. They expect everything to be memorable including the room, the food, the activities, and the staff. The first step to achieving this excellence is to have a warm welcome at the reception desk. If their first impression is positive, their experience of the facility will be just as good.
A receptionist’s duties do not end at the greeting. Many guests value the opinions and advice of the hotel and its staff unless they have had a negative experience. Especially if the facility is in an area that the guest does not know very well, the most reliable source to ask questions is the reception desk at the hotel where they are staying.
For this reason, a hotel’s reception desk must not only meet the customer’s needs related to the hotel but also help with questions and requests that may be about other regards. To maximize customer satisfaction, it is important that receptionists are well-informed about their duties. They should have a good command of the reception rules and be able to answer certain questions frequently asked by incoming guests. In this article, we have compiled 10 questions that a receptionist can receive.
What is a reception desk?
The reception desk is where hotel guests are greeted for the first time. Once they are welcomed, check-in and other procedures are handled and the receptionists answer any questions they might have.
The first impression of the hotel is at the reception. Therefore, reception staff must be friendly and successful in communicating with guests.
What does a receptionist do?
A receptionist is the greeting and orientation staff at the reception desk. There are many duties within the job description of a receptionist. In general terms:
- Welcoming incoming guests,
- Check-in, check-out,
- To meet the requests of the guests within the framework of the job description,
- Manage payment and invoicing processes,
- Directing guests to their rooms and delivering their keys,
- Answering incoming phone calls,
- Keeping documents and records.
Although this job description does not vary much between hotels, they are informed when necessary.
How to be a good receptionist?
There are a number of skills and qualities that a good receptionist should have. First of all, you should be able to use a computer and master office programs. Knowing how to use PMS software will be a big plus. Property Management System, also known as PMS, is a hotel management program where you can keep track of all reservations, and occupied and vacant rooms. Thanks to the control panel, all developments in the facility will be under your control. HotelRunner PMS is currently used by thousands of hotels, boutique hotels, and Airbnb. Contact the HotelRunner team and become one of them.
In addition, a good receptionist should be able to keep their cool when faced with problems and be solution-oriented. Most importantly, they should always smile to make guests feel at home.
10 questions a receptionist should be able to answer
1. Can you recommend me a good restaurant nearby?
The receptionist should be familiar with the restaurants close to the hotel. In particular, they should be able to guide guests with common food sensitivities and special dietary preferences.
2. Where is the nearest shopping center and how can I get there?
Guests may want to go shopping in the vicinity of their accommodation, or they may want to pick up something they forgot to bring with them. In such cases, the receptionist should be able to point out places where guests can shop and get what they need.
3. What can you recommend me to visit in this area?
A receptionist does not need to know as much about the historical and tourist sites in the area as a tour guide but should be able to suggest places where guests can spend their time.
4. Are there any activities you can participate in the neighborhood?
It is important to have prior information about city tours and special sporting activities to be able to guide the guests correctly.
5. Where is the nearest cinema – theater – exhibition and how can I get there?
Guests may want to spend their time at the cinema or visit local theaters and exhibitions. Providing information about their location and extra information about movies in theaters, plays, and shows increases guest satisfaction. As a result, it plays a role in making them choose your property again on their next visit.
In addition, providing information about cultural sites such as the city museum and library will also be a plus.
6. How can I get to the consulate, do you have the phone number?
If your property only serves the citizens of certain countries, it is enough to know the consulates of those countries. However, if you have guests from many different countries, you should at least know where and how to access information about the consulate of each of them.
7. Is it safe to walk around the neighborhood after dark?
You may often get questions about the parts of the area that are safe, as well as places where it is not advisable to go after dark. It is important to make this information clear, but without unnecessarily frightening the guest.
8. How can I find the tourist information office?
Every receptionist should know the location of the tourist information office where they can direct guests who need more information than they can provide.
9. How much does it cost to go via taxi?
Tourists in particular want to be safe from being ripped off in unfamiliar areas. They may therefore ask the property for information on taxi fares to frequent destinations (such as the airport or city center).
10. Where is the nearest bus/metro stop?
While using public transportation is a more economical option for guests, they may find it difficult to find their way around in unfamiliar surroundings. Therefore, in addition to helping them find the stops, they should also be given information such as where to transfer. It will also be useful to provide this information in writing so that it is not forgotten.
Bonus: Which room am I staying in?
One of the most common questions a receptionist will receive is the room number. Guests may mix up their rooms, in which case they should be informed.
Secrets of guest satisfaction
If you want your guests to choose you for their next stay, you must ensure customer satisfaction. The first step is a successful introduction at the reception table and the whole communication with the reception.
Of course, to ensure continuity and for your guests to recommend you to their friends, it is extremely important that everything works flawlessly, from the whole experience to the property’s website.
If what you need is a technical infrastructure, a better website, or POS transactions, HotelRunner is all you need. Sign up today and see for yourself how HotelRunner will make your life easier and increase your sales.
