Today, many people are interested in developing their businesses in the hospitality industry, and many hotels with different levels of services have emerged across the globe. The right people define the quality of work, and when a leader chooses a team, attention should be paid to certain personal and professional skills. When clients enter the hotel, one of the first persons they see is a receptionist at the hotel front desk. In most cases, hotel front desk employees need to create a good first impression, promote a positive reputation, and enhance customer satisfaction (Indeed Editorial Team, 2022). However, these functions are not always easy to complete, and additional training and education are required to develop the necessary skills. In this essay, attention will be paid to the key skills in the work at the hotel front desk. Among a variety of tasks in the hospitality business, successful receptionists must possess such qualities as communication, technical advancement, teamwork, organization, problem-solving, decision-making, patience, and adaptability.
Hotel front desk employees, also known as receptionists, play an important role in establishing the relationships between a hotel and a client. During the last decade, especially after the COVID-19 pandemic, the hotel market has undergone multiple changes focused on safety, communication, and support (Chan et al., 2021). Their overall appearance, the quality of services, and the promotion of options for customers become integral for hotel front desk employees.
Direct interaction with customers is obligatory for receptions, and their communication skills have to be well developed and applied. Many hotels continue applying computerized services to speed up their work and cooperation with clients. Still, it is crucial not to forget the benefits of face-to-face communication, including determining a corporate image and visitors’ satisfaction (Ishii et al., 2021). People might have different expectations about the price, booking, and other services, and a hotel front desk employee must clearly share information either distantly (over the phone) or in person. Intonation, eye contact, and the use of words should be friendly and supportive. Another aspect of communication is the knowledge of several languages because when clients are able to speak their native language, they are more confident and eager to cooperate.
The improvement of technical skills is also required because work on computers is unavoidable for hotel front desk employees. Fast printing, the use of specific software, and messaging allow receptionists to record and exchange client information in the system and make changes fast. Understanding technology innovation becomes one of the key strategic management goals (Shin et al., 2019). There is no need to be a technical specialist for a receptionist, but the most basic knowledge should be present.
Hotel front desk workers should know how to cooperate with clients and technology, but they need to strengthen their teamwork and organizational skills. A hotel is a place where people with different backgrounds and responsibilities function as one whole. Team building contributes to positive relationships and mutual support within different departments (Alexakis & Jiang, 2019). Collaboration is obligatory for discussing client issues, planning services, improving performance, and carrying out multiple tasks. It is not enough for a receptionist to stand behind the desk and answer the customers’ questions or requests. Organizational skills make it possible to interact with different people at various levels, find solutions, and offer information in a short period.
When people at the front desks of hotels should work with other individuals, they have to solve some problems and make decisions to ensure they complete their tasks properly. Despite the level of readiness and professionalism, some situations are hard to predict, and customers might arrive at hotels with their problems and concerns (Sayin & Karaman, 2019). Emotional challenges, dissatisfaction with the environment, and incorrect responses can affect interpersonal relationships and attitudes toward a hotel (Park & Kim, 2021). Efficient communication and cooperation are based on an ability to examine an event and successful decision-making (Jawabreh et al., 2022). Instead of making guesses, receptionists evaluate common problems and develop a plan to solve them. These skills vary depending on situations, clients, recent political or economic changes, and personal issues.
Finally, in addition to all the above-mentioned qualities, hotel front desk employees must be calm and patient. If a client is dissatisfied, wants additional service, or requires a consult, it is necessary to adapt to a particular circumstance and think about available organizational resources (Lee et al., 2021). According to Arasli et al. (2020), career adaptability is useful in helping workers handle various challenges through education and training. Thus, receptionists have to improve their awareness of current social changes, requirements, and laws to support their clients. It is wrong to expect that all customers are the same, but be ready to develop positive attitudes toward different environments and people.
In conclusion, the hotel industry never stops its progress and development under different conditions and regulations. The task of hotel front desk employees is to constantly improve their skills in terms of communication, collaboration, support, and adaptability. Most attempts to create the best working conditions for a team and clients depend on how well receptionists investigate the world and study people at first sight. There are many factors according to which human needs can be predicted. Thus, attention to detail, technical skills, prompt decision-making, and effective problem-solving must be considered and strengthened all the time.
References
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Arasli, H., Nergiz, A., Yesiltas, M., & Gunay, T. (2020). Human resource management practices and service provider commitment of green hotel service providers: Mediating role of resilience and work engagement. Sustainability, 12(21). Web.
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Indeed Editorial Team. (2022). Essential hotel front desk job skills (with examples). Indeed. Web.
Ishii, K., Spence, P. R., & Hodges, W. R. (2021). Social presence in computer-based receptionists: Experimental study towards organizational automation. Communication Reports, 34(2), 92-105. Web.
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Park, K. H., & Kim, D. K. (2021). Understanding the relationships among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees. Asia Pacific Journal of Tourism Research, 26(5), 504-515. Web.
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