Reception

RECEPTION
DEPARTMENTS

INTRODUCTION TO RECEPTION DEPARTMENTS



BY

PAKAPORN SORNPAPUN NO.12

Definition of Reception




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or welcoming guests or those who come in

contact with the agency or establishments to

inquire Therefore, the information must be

responsible for providing information to those

who come to contact and coordinate facilitate

the needs of Visitors or customers and is a

department that every hotel must have.

When guests enter the hotel,

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may arrange an appointment in advance. and answering

questions, may work in the duties of several staff clerks, as

well as other duties. related in connection with the work of

the working establishment may collect and distribute postal

and news may control the intercom panel.

Role of Reception

The receptionists of a hotel have the responsibility to
receive, attend and monitor guests upon arrival, check-in
and check-out.

It's main mission is to welcome customers and provide
them with the first meeting point with the hotel.

It's about showing the best side of the hotel from the
arrival of the guests. This is where friendliness and
courtesy of each receptionist as requirements.

Entrance and Welcome

Before offering or handing over room keys, receptionists must
verify the identity of the guests and be courteous.

It's advisable to offer a few words of welcome accompanied by a
pleasant greeting, before starting the formal check-in or check-in
to the hotel.

Therfore, they must request the necessary documentation and
make the corresponding registration.

The respective registration must be done quickly and
effectively. Thus the client will feel well and effectively cared for.

Provide Information about the Hotel

Within the functions of a hotel receptionist,
providing information regarding the facilities and
operation of the hotel is one of the most important tasks
of any receptionist.

Attention of Telephone Calls and Special Services

Receptionists must provide the best of service to clients
and respond immediately.

Since they receive particular requests made by guests,
such as: special meals, additional beds, among others.

Also, they must take charge of telephone calls and treat
them appropriately, e-mails received by the hotel, and
even information contained in corporate social networks.

Reservation Record

One of the most peculiar
administrative tasks of a hotel
receptionist, has to do with
the registration of
reservations, both for lodging
and for Restaurants.

It's necessary for the
receptionist to anticipate
the arrival of the guests, the
available rooms, and any
other requirement to
provide the best hotel
service.

Respond in Situations of Conflict or Complaints

A good hotel receptionist must be able to respond to
requests, complaints, complaints or questions quickly and
effectively.

It's necessary that the receptionists have a book of
recommendations, complaints or suggestions if the client
requests it.

Attention should always be cordial, regardless of whether
the customer is confused or moody.

Management of Languages ​and Tourist Information

Ideally, hotel receptionists
speak at least two or more
languages ​so that they can
communicate widely with a
diversity of clients.

The receptionists must also
offer tourist information of
interest related to the tourist
sites of the town and the
different activities that are
carried out.

It's recommended that the receptionist learn about the
customs and traditions of the region and its general culture,
in order to highlight the tourist wonders of the place.

Surveillance and Access Control

It's essential that the hotel receptionist has control, not
only in relation to the people who stay at the hotel, but also,
over all those people, who, for any reason, enter or leave the
hotel

You must permanently monitor the security cameras
that guard the hotel.

Special Packages for Guests

The best person to offer special guest service packages
is the hotel receptionist.

The recommendations and opinions of the receptionist
will become an added value to the prestige of the hotel.
This will be part of the concern to provide the best service
to guests.

Exit and Expenses Record

This function is carried out before dismissing the guest
(remembering that you must always make the invitation to
return); It consists of preparing the invoice for the expenses
generated by the client and registering their departure.

Generally, this invoice includes the additional
expenses that the guest has incurred during their stay in
their hotel accommodation.

Summary of the role of the receptionist
Welcome guests or visitors to the organization with

good hospitality. Ask for the name and the name of the
organization of the person who comes to ask for the name
of the person and organization. and the purpose of
contacting or meeting and then arrange to coordinate
according to the wishes of the visitors.

Responsible for answering questions or provide basic
information About the organization to the visitors query.

The hotel receptionist is responsible for welcoming the
guests or customers entering the department. by serving to
greet guests or guests Follow the steps to stay in touch.
coordinate with various departments to facilitate the
various services that the hotel offers.

Front Office Organisation Chart Large Hotel/
5 Star/ Full Service

Front Office Manager / Director Of Rooms: Directly supervises
all front office personnel and ensures proper completion of all front
office duties.

Assistant Front Office Managers: Responsible to assist the Front
office manager in his day to operations and also take charge when
FOM is not available.

Duty Manager: Directly supervises the Reception, Concierge,
Telephone, Travel Desk and the Bell desk.

Guest Relations Manager: Responsible for all the guest relations
related activities in the hotel.

Reservation Manager: Responsible for all reservations related
tasks.

Revenue Manager: Responsible for managing the hotels online
inventory, website, Online Travel Agents etc.

Front Desk Agent: Registers guests, and maintains room
availability information.

Cashier: Maintains and settles guest folios, and properly checks
out guests.

Night Auditor: Controls the job of the Accounts Receivable Clerk,
and prepares daily reports to management (ex: Occupancy Report
and Revenue Report).

Mail & Information Clerk: Takes Messages, provides Directions
to Guests, and maintains Mail.

Reservation Agent: Responds to Reservation Requests and
creates Reservation Records.

Supervisors: Responsible to oversee and assists the duties and
tasks of the respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts
Guests to their Rooms, and assists guests for any bit of information
requested.

Front Office Organisation Chart for Medium Hotel or
Business Hotel/3-4 Star Hotel/ Mid-range Service Hotel

Front Office Manager / Director Of Rooms: Directly supervises all
front office personnel and ensures proper completion of all front
office duties.

Assistant Front Office Managers: Responsible to assist the Front
office manager in his day to operations and also take charge when
FOM is not available.

Duty Manager: Directly supervises the Reception, Concierge,
Telephone, Travel Desk and the Bell desk.

Guest Relations Manager: Responsible for all the guest relations
related activities in the hotel.

Front Desk Agent: Registers guests, and maintains room
availability information.

Cashier: Maintains and settles guest folios, and properly
checks out guests.

Concierge: Responsible to assist guests by booking tours, making
theatre and restaurant reservations, etc.

Reservation Agent: Responds to Reservation Requests and
creates Reservation Records.

Supervisors: Responsible to oversee and assists the duties and
tasks of the respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts
Guests to their Rooms, and assists guests for any bit of information
requested.

Small Hotel / 1-2 Star / Budget or Limited Service Hotel

Front Office Manager / Director Of Rooms: Directly supervises all
front office personnel and ensures proper completion of all front
office duties.

Duty Manager: Directly supervises the Reception, Concierge,
Telephone, Travel Desk and the Bell desk.

Guest Service Agent: Registers guests, handle telephone,
maintain room availability, guest folio, guest profiles and perform
check-out.

Reservation Agent: Responds to Reservation Requests and
creates Reservation Records.

Supervisors: Responsible to oversee and assists the duties
and tasks of the respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts
Guests to their Rooms, and assists guests for any bit of
information requested.

Main Responsibilities of Reception

1. Serves visitors by greeting, welcoming, and directing
them appropriately.

2. Notifies company personnel of visitor arrival.
3. Maintains security and telecommunications
system.
4. Informs visitors by answering or referring inquiries.
5. Directs visitors by maintaining employee and
department directories.
6. Maintains security by following procedures,
monitoring logbook, and issuing visitor badges.
7. Operates telecommunication system by following
manufacturer’s instructions for house phone and console
operation.
8. Keeps a safe and clean reception area by complying
with procedures, rules, and regulations.
9. Supports continuity among work teams by
documenting and communicating actions, irregularities,
and continuing needs.
10. Contributes to team effort by accomplishing related
results as needed.

The Layout of the Reception Department

The layout is dependent on the size of the hotel as well as
physical space available. Factors taken into consideration while
planning the layout are :

Amount of manpower required
The volume of business anticipated Number of jobs
contracted out
The flow of traffic ( people and equipment)

Qualifications and Important Characteristics of a
Receptionist

1. Communication
Receptionists are always in contact with people, whether

by phone, email or in person. Good communication skills are
therefore at the top of the list of desirable qualities. A good
receptionist is able to convey information clearly, speaks
clearly and loud enough, and masters the art of non verbal
communication.

2. Multitasking
On the busiest days, the phone at the front desk is ringing

off the hook. Meanwhile, people may be waiting to be greeted
personally. Appointments are to be made, messages to be
passed on, and administrative tasks to be completed.

A receptionist is constantly juggling all kinds of tasks. It’s
important they can switch between tasks smoothly, while taking
into account everyone’s needs and not becoming overwhelmed
or frustrated themselves.

3. Social skills
Needless to say, a receptionist must also possess quite a few

social skills to build relationships with clients, colleagues and
visitors. A bad experience at the reception can leave a negative
impression in no time. Welcoming guests warmly and with a
smile is thus a core task.

4. Organization
Looking around in an office building, the reception area is

often the neatest place. And so it should be. A desk full of
paperwork not only makes a bad impression on visitors, it is also
a prelude of problems: documents go lost easily and data lying
around is a violation on data protection rules.

The perfect receptionist is therefore highly organized. They
must be able to come up with files and telephone numbers
instantly. A tidy workspace is a must.

5. Technical skills
Complex phone systems, email, word processing programs and

photocopiers hold no secrets for most receptionists. But in a world
where everyone is going digital, being up to speed with the latest
technologies is a great asset. Systems for managing rooms, smart
parking and registering visitors: receptionists have to know them
al

6. Resistance to stress
Receptionists must have nerves of steel. They often have to

work under great pressure, as they have to handle several tasks
and visitors at the same time. While doing their tasks they are
often interrupted by people requesting information, by a phone
call or by a new visitor, and then go back to their work. Yet they
must remain calm and focused.

7. Problem solving
An unsatisfied customer, a missed appointment, a visitor who

is unwell… Dozens of problems can arise every day. It is the
receptionist’s job to remain calm and find a solution. In emergency
situations, receptionists are also often the first people who have to
react and decide what to do.

8. Empathy
Every once in a while every organization faces the occasional

visitor who is dissatisfied, stressed, or frustrated. To put these
visitors at ease, receptionists must listen to them, be calm and
empathetic, and try not to deny the problem.

9. Reliability
Because receptionists have contact with almost every

customer and employee, it is very important that you can rely on
them. No company can afford to have a phone call to go
unanswered or to have a visitor waiting at an empty reception
desk.

A receptionist must be able to work independently, be
punctual, return from breaks on time, take responsibility and
solve problems as they arise.

10. Visitor management
Receptionists are largely responsible for visitor management.

They must keep an eye on who enters the building to ensure
security. Checking in visitors and keeping track of their records is
also part of their duties.

Improve Receptionist Skills

1. Train your communication skills
As communication is key for a receptionist, it is important that

you train your communication skills whenever possible. Practice
your active listening skills on the telephone, paying attention to
what the other person is saying and summarizing this
information. You can also practice your communication during
meetings with others.

2. Work on professionalism
Receptionists must maintain professionalism throughout the

day. A good way to practice this is by communicating on the same
professional level with everyone you meet. For example, greet the
mailman with the same courtesy as an executive in your company.

3. Take notes
When you take notes and document everything, you will be

better organized and more focused on details.

4. Work on reliability
Receptionists should always be at their desk to greet

customers, answer phone calls and perform other tasks. Make
reliability a priority by ensuring you are always available to help.

Reception's Uniform

Meaning:
White : peace,simplicity,cleanliness
Dark Blue : sobriety, formality, credibility
The collar is a round neckline.
The sleeves are loose sleeves. Simple, will be out of the 90's
style.
The skirt is a high-waisted skirt that will make people who
wear it look good, elegant, and have a more modern look.

Problem And Solutions In Reception Work

1. Lack of Complimentary Supplies

Problem: Although it may not appear to be the most critical thing
to consider, many guests will anticipate complimentary amenities
such as shampoo, soaps, coffee and tea, despite the type of property
at which they are staying (e.g., full service, limited service, luxury,
etc.). Unfortunately, a lack of these types of basic room commodities
can result in low guest satisfaction scores and negative online
reviews — even if the rest of their stay is fantastic.

Solution: To keep your visitors as pleased as possible, hoteliers
would be wise to stash large quantities of complimentary room
supplies in closets and cleaning stations around their property. This
ensures that housekeeping teams are able to easily access a reliable
storehouse of these supplies quickly, no matter where they are on
the property.

And if your property belongs to a larger hotel group or
management company, be sure to see if there are promotional deals
available with certain brands that provide these types of products.

2. Long Lines at the Front Desk

Problem: Nobody likes long lines, and this is especially true
when a person is waiting on something they don’t just want, but
need — like a comfortable room with a bed in it. Long lines at a
hotel’s front desk can be a real problem for desk agents as they
can cause guests to become frustrated and argumentative.

Solution: Front desk staff at any hotel can improve their
overall efficiency, streamline the guest experience and eliminate
long lines in the lobby by offering a Contactless Check-In solution
to guests before they ever set foot on the property. Contactless
Check-In enables guests to go through the check-in process
conveniently on their own mobile devices. This tool frees up front
desk staff to spend more time fielding questions from guests and
less time dealing with administrative paperwork.

3. Slow Room Turnover

Problem: The ability to turnover rooms quickly is one of the
essential keys to success in the hospitality industry. If a property
is short staffed, or just generally having issues running a
housekeeping department efficiently, this can result in negative
consequences for both guest satisfaction scores and a hotel’s
revenue.

Solution: Hoteliers need to do everything they can to ensure
their housekeeping teams are able to turnover rooms quickly. This
can include ensuring things like all housekeeping stations across a
property are well stocked with cleaning supplies and accounting
for other logistical challenges. However, technology also has a
role to play in boosting housekeeping efficiency.

Contactless Checkout solutions enable guests to checkout at
their own convenience from their mobile devices. These types of
tools are highly valued by guests because they make a hotel visit
all the more streamlined and peaceful. However, they also have
the added benefit of informing hotel staff as to which rooms are
ready to be turned at the precise moment a guest leaves.
Essentially, this provides a housekeeping team with a real-time
map that shows where staff members need to be on the property.

4. Lack of Guest Information From OTAs

Problem: OTAs can be very useful in generating reservations at a
property, but they are not without their downsides. In addition to
the problems inherent in the concept of rate parity, OTAs usually
don’t provide a hotel with crucial guest information such as their
email address. This lack of information can keep properties from
building their own database of marketing contacts that could be
used to promote loyalty programs and direct sales campaigns.

Solution: The key to solving this problem is to somehow add the
registration of an email address to the check-in process.
This information can be collected in person at the front desk,
but this approach has the disadvantage of potentially provoking
an uncomfortable question about why the hotel is requesting
an email. Additionally this will slow down the overall check-in
process and may lead to longer wait times for guests looking
to collect their room keys.

Instead, forward-looking hoteliers should search out
technology solutions that enable a Contactless Check-In flow that
can be customized to capture this crucial customer data.

5. Low Guest Satisfaction Scores

Problem: Bad reviews happen. It’s unfortunate, but it’s so. They
can occur for nearly infinite reasons and they are the bane of every
hotel manager’s existence.

Solution: When one- or two-star reviews occur it’s generally
best to find out why as soon as possible. Including a star-rating
step in a Contactless Checkout flow that can be accessed through
a guest’s mobile device allows hoteliers to identify dissatisfied
guests early and potentially resolve any issues before they depart
the property.

6.Closed Amenities

Problem: For a variety of reasons, a hotel may need to close
services and amenities. The reasons why can range from the sun
has gone down and the masseuses have gone home to a
maintenance with a hot tub or sudden thunderstorm over a
lakeside resort. Understandably, when amenities are closed, but
guests are expecting them, this can leave patrons feeling less than
pleased. After all, a property’s particular amenities may be one of
the reasons guests wish to stay at the location in the first place.

Solution: To minimize surprises, hotel management should do
its best to ensure guests are made aware of the operating hours of
guest services. It’s wise to include this information during the
check-in process and make it available in each hotel room in the
forms of brochures, pamphlets, etc.

If a hotel’s management team is forced to close amenities and
guest services unexpectedly, it’s best to be proactive with your
communication. Using a guest messaging tool that allows you to
broadcast text message guests at scale with the relevant
information enables you to ensure guests know before they find
out on their own. Better to get ahead of this problem while the
engineering team works on it.

7. Credit Card Authorization Forms That Aren’t PCI
Compliant & Lead to Fraud

Problem: Many hotels are still using paper credit card
authorization forms despite the fact that it is no longer
considered PCI compliant to do so. Obviously, collecting
sensitive guest information in such an insecure way is a
significant problem for many hotels and can lead to thousands
of dollars in lost revenue from fraud and chargebacks.

Solution: Hoteliers that wish to reduce fraud and
chargebacks at their properties should look for PCI compliant
Digital Authorizations solutions that are guest-friendly and
easy to implement. It’s time to say goodbye to paper forms
forever.

8. Staffing Shortages

Problem: Staffing shortages have been a problem for hotels
since there have been hotels. For most hotels, staff shortages
can be due to regional issues in the job market. However, as
demonstrated by, and in the wake of, the COVID-19 pandemic,
sometimes the worldwide hospitality industry suffers a staffing
shortage at the same time.

Solution: The solution to a staffing shortage is twofold. The
first step is to build a recruiting program for staff at your hotel.
Look at surrounding properties and find out if they offer
bonuses and try to match them. Also, it never hurts to let
candidates know that advancement opportunities are available.

The second step in solving a staffing issue, is to lean on
guest-facing technology solutions that can automate messages
to guests and enable them to operate more independently
during their stay.

9. Low Hotel App Adoption

Problem: Many hotels have adopted new technologies in
recent years to address changing consumer behaviors (thanks to
COVID), which is good news. However, many of these hotels
have bet big on developing a native app for their properties, and
that’s less good. Native apps have a relatively high barrier to
entry as they need to be downloaded onto a person’s
smartphone. For a variety of reasons, hotel guests generally fail
to adopt native apps at scale.

Solution: Hotels should opt for web-based technologies that
can be accessed through the browser of a mobile device. This
avoids the need for downloads entirely and allows for a more
streamlined experience. Plus, hotels will find much higher
adoption rates than they otherwise would with a native app.

10. High Call Volume at Front Desk

Problem: High call volumes can be both good and bad at a hotel.
A large call volume generally means (hopefully) that a hotel is full
of guests, which is great. However, too many calls to the front desk
can overload staff and leave guests waiting for answers. This is a
problem that almost every hotel will have to deal with at one point
or another.

Solution: Offering a messaging solution to hotel visitors that
works with the existing messaging apps on their mobile devices
can go a long way toward cutting call down call volumes. Hoteliers
that plan to add a messaging solution to their guest experience
should look for tools that enable them to save valuable time
through automated, broadcast and direct messages.

Game Word Search

Answer

Reference

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Jill. (2022). The Top 10 Receptionist Skills. Retrieved 14
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every-receptionist-needs

Monster Worldwide . (2022). Receptionist Job Description
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Setupmyhotel. (2022). Front Office Organisation Chart /
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