The hotel industry is one of the most successful, and part of that success depends on the quality of the hotel workers, specifically the receptionists. The role of this becomes so important, that it depends on whether people want to stay in the hotel, since the first one the clients meet at the hotel is the receptionists.
If you want to know more about this job, its responsibilities and functions, stay with us and read the topic What are the responsibilities and functions of a hotel receptionist?
What are the responsibilities and duties of a hotel receptionist?
Guest reception
The word “receptionist” makes clear one of the most important functions: the main responsibility is to cordially receive customers, give them a friendly welcome to the hotel and update them on everything related to their stay, keeping in mind that they are the first point meeting of the client with the hotel.
Check-in and check-out (receive and dismiss) customers
This task performed by the receptionists is nothing more than checking in and out of the hotel guests for which you work. The hotel receptionist is also responsible for verifying the identity and documentation of the clients, in addition to placing it in the hotel database before giving them the keys to their room.
Give customers information about the hotel
To provide a comfortable and quiet experience to guests by offering accurate information about the hotel’s facilities, operations and services, in addition to providing tourist information as far as possible.
This is because as part of advertising and marketing in the tourism sector , many hotels usually create excursions, tourist guides and the like, so the receptionist must notify customers of this in case they are interested.
Customer service and extra / special services
This is another of the most common and main functions of a receptionist and is based on giving great importance to customer service and their preferences and needs, that is, attending to their requests. Another job of the receptionists is to take care of the special services requested by the guests, such as a special dinner, extra beds, storing suitcases, etc.
The receptionist must notify customers of the possibility of accessing special services at the moment they are checking in , to ensure that all requests are met as soon as possible, so that they choose the hotel before renting a house or apartment to stay.
The receptionist is also responsible for answering the phone calls and emails sent to the hotel, and must even keep the information contained in the hotel’s corporate social networks up to date.
More on the roles and responsibilities of hotel receptionists
Address complaints, conflicts and incidents
Even though personality traits influence employee performance, a hotel receptionist must be patient and empathetic when dealing with customers, especially when problems arise. The receptionist must be fully capable of immediately and effectively resolving any type of questions, complaints, problems, etc.
In addition, the receptionist must have a book of complaints, suggestions and recommendations ready in case a client requests it at a certain time. A good receptionist never behaves insolently, but rather behaves kindly even when customers are grumpy, in order to avoid conflict, perception and other problems .
Control hotel security
Generally, in small hotels, the receptionist is also in charge of the surveillance department, giving special importance to constantly monitoring the screen of the surveillance cameras. In addition, you must have some control over who leaves and enters the hotel, and also the customers who stay on the hotel premises.
Expense management
Ultimately, when the guest ends their stay at the hotel, in addition to checking out , the receptionist must prepare the invoice for the client, in addition to the charges for other rooms, perform a count of the box collected and finally dispense this to the hotel manager.
