Adequate training of hotel receptionists ensure that they have the right sets of skills to handle customers. More information about a hotel receptionist’s training has been mentioned in this article.
It is not easy to get a receptionist’s job, as this is a very competitive field. Employers choose candidates with excellent communication skills and with a pleasing personality so that customers feel welcomed and comfortable.
Why Training Hotel Receptionists is Vital
Hotel receptionist training is very important because it is the receptionist who first faces the customer or client. If observed closely, a hotel receptionist acts as the representative of the hotel. It is the receptionist whom clients will approach in the first place, regarding any information about the hotel. In international hotels, where the influx of foreign tourists is generally high, the role of a receptionist assumes more significance. The way tourists are handled at the very first instance, gives them an impression of the hospitality they may get during their hotel stay. In peak tourist seasons, receptionists have to handle many customers.
Making accommodation reservations, canceling bookings, allotting the canceled rooms to waiting customers, ordering room service, taking payments and making notes of suggestions, complaints and appreciation of customers – all form some of the essential roles of a hotel receptionist. In case receptionists are not deft in this process, it will amount to customer dissatisfaction. A dissatisfied customer carries memories of poor service about the hotel and is unlikely to return later. In case the experience of the customer is awesome, he or she won’t second guess to stay in the same hotel, during his or her next visit at the same place.
How to Train Hotel Receptionists
Generally hotels train receptionists for a few months as a part of on-the-site training. To do so, they hire individuals with some experience in the hospitality sector or those who have completed their studies in subjects related to hospitality education. Many educational institutes conduct programs regarding training sessions of hotel receptionists in collaboration with world-class hotels. During the training sessions (generally 12 – 36 weeks of training) prospective hotel receptionists are trained in several skills.
Since receptionists are expected to make a record of numerous data, they are trained to handle computers and other information technology related components. Hotel management ensures that receptionists are well acquainted with the technology used in receiving payments and storing data about the customer’s identity. Giving knowledge about technology empowers receptionists to perform their tasks faster and efficiently.
Students and individuals who are willing to become a receptionist must try to obtain certifications in subjects like customer management from good educational institutes. These certifications can boost the chances of employment of receptionists to a great extent. Receptionists are also trained in exercising patience, speaking clearly, concisely and in a positive tone. Since telephone etiquette forms an integral component of the hotel receptionist jobs, it is essential for employers to give complete focus on training the receptionist in this aspect.
One of the significant aspects of employee training is that the employees must be provided the assistance of seniors in the organization. In a hotel, fresher receptionists can be supervised for training and work under senior hotel staff so that the receptionists are trained under able administrators. This must be done in the first few weeks of the job when the employee is completely new to the company.
The key to hotel receptionist training is that the receptionist must be clearly aware of all facets of the receptionists job description. If the receptionist is expected to carry out a limited number of tasks, he or she must be told the same. If he or she is expected to multitask and handle many other duties of a hotel receptionist, they must be assigned the same roles. It is the responsibility of the hotel management to ensure that the recruited hotel receptionist is very well aware of his roles and duties in the work set up.
Being a hotel receptionist is a challenging but equally rewarding position. Hotel receptionists are either paid part-time (hourly basis) or full-time, depending on their job type. A full-time hotel receptionist in the US can earn anywhere between $15,000 to $40,000 per year, depending on the work experience, job location and the type of hotel one works with. Hotel receptionist training grooms potential candidates into excellent receptionists who play a vital role in retaining customers and making their stay comfortable and pleasant.