9 Properties Of The Receptionist And The Role of The Hotel Receptionist
9 Properties Of The Receptionist And The Role of The Hotel Receptionist - The receptionist is an indispensable person in a company, because a receptionist becomes the most first to welcome guests who come to the company, especially The hotel receptionist is the most important person for a hotel business.
How to Become a Professional Hotel Receptionist
And the receptionist is much in touch with hotel guests, and a receptionist should have a good nature and attitude towards hotel guests. And this is the nature that a hotel receptionist should have according to Sudhir Andrews (1982:17) is as follows:
9 Properties A Receptionist Must Have :
- Have a habit to look good and tidy in the workplace. Uniform should be treated (washed clean and ironed) with Good to keep it clean and tidy.
- Self-care; This is an absolute thing for a hotel receptionist
- Have confidence
- Able to communicate well and clearly and properly
- Has the ability to remember the hotel's names and faces
- Have good ordinances and ethics
- Always in a cheerful and smiling state
- Have a physical freshness
- Have the ability to make decisions quickly.
Hotel Reception Role
The hotel reception is the first to give a first impression to the guests who recently arrived at the hotel. This is in accordance with the work that directly provides service to every guest who check-in at the hotel. As the hotel's reception more communicating with hotel guests than the hotel's on farm management, the hotel's front desk role is very prominent and highly preferred.
In Front Office Operations (1992:15), Colin Dix and Chris Baird say that a hotel receptionist must portray himself in accordance with his role as follows.
5 Hotel Reception Role
1. Role of Hotel Receptionist As a Diplomat
A diplomatic receptionist must be able to say something in a straightforward, effective, efficient, and friendly way, so guests do not feel disappointed even if his wishes are not fulfilled. Thus, guests can understand and be aware of a situation through the explanation of a good receptionist. Therefore, a receptionist's behavior should be an exemplary example.
2. The Role of The Receptionist As Record Keeper (Data storage)
The front office is the center of hotel and guest activities. All guest data, whether staying at the hotel or who have left the hotel, are all listed and recorded in the front office. As such, the hotel reception only distributes your reports to the various departments in the hotel.
3. The Role of The Receptionist as Information Source
As the Front Desk is the center of the hotel's activities, the Front Desk's guests are representative of the overall hotel management. For that, and hotel receptionist must be able to understand or master the information needed by the guests in a diligent way of reading newspapers, listening to radio, watching television, as well as other media.
Because by reading the insight will increase which will ultimately improve the professionalism of work. Information is important for guests as guests expect explanations or descriptions in relation to the area where they are located, about hotels and amenities.
4. Role of Hotel Receptionist as Psychologist (as a psychologist)
A receptionist must always familiarize themselves to identify the behavior of hotel guests. This is beneficial for receptionists to determine the best way to get in touch with hotel guests. The reaction that the receptionist provides to the lovely guests in various situations can also impact the hotel guests impression.
Avoid the things that make the hotel guest are badly minded against the hotel receptionist like: lethargic, fast-tempered. and impatient. The good and patient attitude demonstrated by a hotel receptionist has a great possibility of changing the perception of the feeling of hotel guests who initially felt dissatisfied to be satisfied.
5. The role of Receptionist As a Sales Person (as a seller)
The main task of a receptionist, in addition to welcoming guests arriving at the hotel, is the ability to sell rooms and other facilities on the hotel. Therefore, I have the information about what is the production of the hotel.
Conclusion
Things to remember by each receptionist is the room is the greatest contribution in the hotel business. Therefore, the rooms are not sold today, tomorrow can not be sold anymore because the tomorrow the calculations are different.
