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What is the dress code for someone working at a hotel front desk?
The dress code is typically formal or business casual, depending on the hotel's level. It often includes a uniform provided by the hotel or professional attire, such as a suit or a shirt with formal trousers or skirts.
What skills should a hotel receptionist have?
Effective communication, problem-solving, stress management, empathy, attention to detail, language proficiency (especially English), and technical skills to manage hotel software.
What is the first thing a receptionist should do when starting their shift?
Review the log of events or pending tasks from the previous shift, prepare their workstation, and ensure everything is ready to welcome guests.
What does "checking in mean?
Registering a guest’s arrival, assigning them a room, and giving them the key or access card.
What does "check out" mean?
Processing the guest’s departure, finalizing the payment, and collecting the key or access card.
How should complaints from guests be handled?
Actively listen, show empathy, apologize if necessary, seek a quick solution, and escalate the issue to a manager if needed.
What languages are most important for a hotel receptionist?
Besides the local language, English is essential. Other useful languages depend on the location, such as French, German, Mandarin, or Spanish.
What shifts do hotel receptionists typically work?
Shifts are usually rotational, covering morning, afternoon, and overnight shifts, as the front desk operates 24/7.
How should a receptionist answer the phone?
With professionalism, clarity, and courtesy, stating the hotel’s name, their name, and offering immediate assistance.
What should a receptionist do if a guest requests a service outside the hotel’s offerings?
Provide recommendations or local alternatives, such as guides, taxis, or restaurants, to help the guest meet their needs.
What should be done if a guest loses their room key or card?
Verify their identity (usually with valid ID or reservation details) and issue a new key or card.
What is a "no-show"?
A "no-show" occurs when a guest doesn’t show up for their reservation without canceling beforehand.
How are last-minute bookings handled at the front desk?
Check availability in the system, inform the guest of rates and conditions, and register the booking if confirmed.
What documentation is required to check in a guest?
Typically, a valid ID such as a passport, driver’s license, or national identity card.
What technical skills are important for a receptionist?
Knowledge of hotel management systems, basic office tools like email and Excel, and the ability to troubleshoot minor technical issues.
What should be done if there’s an upset guest at the front desk?
Stay calm, listen without interrupting, show empathy, seek immediate solutions, and involve a manager or security if necessary.
How is overbooking managed in a hotel?
Notify the guest in advance if possible, offer alternatives like relocation to a nearby hotel, and provide compensation if appropriate.
What needs to be checked during a guest’s check-out?
Confirm any outstanding charges, process payment, ask if everything was satisfactory, and thank the guest for their stay.
How are lost-and-found items managed in a hotel?
Record the items in an inventory, label them with the date and location where they were found, and store them in a secure area.
What basic information should be provided to guests during check-in?
Room details, breakfast hours, available services, Wi-Fi access, and any relevant hotel information.
What should be done if a guest requests a room upgrade?
Check availability and hotel policies. If possible, inform the guest of additional costs or, if complimentary, present it as a gesture of hospitality.
What if a guest disagrees with their bill?
Review the charges with the guest, clearly explain each one, and correct any errors found.
How are emergencies, like fires or evacuations, handled at the front desk?
Follow hotel protocols, stay calm, guide guests to emergency exits, and contact relevant services.
What should a receptionist do if a guest asks for tourist information?
Provide maps, brochures, or personal recommendations, and, if necessary, contact a local tour agency or guide.
What attitude should a receptionist maintain throughout their shift?
Always be friendly, professional, approachable, attentive, and ready to assist, even under pressure.