A hotel’s front desk or reception plays a critical role, as it’s often the first point of contact for guests.
I’m going to explore the qualifications to look for when hiring the right front desk employees.
Welcome to another edition of Hospitality Property School
I am your instructor, Gerry MacPherson
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The importance of front desk employees cannot be overstated, as they play a critical role in creating a positive first impression and setting the tone for the guest’s entire stay. They are also responsible for a wide range of tasks that require exceptional customer service skills, attention to detail, and the ability to think on their feet.
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Hiring the right front desk employees is essential for any hospitality property owner or manager, and if you are looking to hire the best talent, I’ll provide valuable insights and practical tips to help you succeed.
Hiring the right front desk employees- qualifications
Education and training
Typically, a high school diploma or equivalent is the minimum educational requirement for a front desk position. However, some hotels may prefer candidates with a bachelor’s degree in hospitality, business administration, or a related field. Additionally, training in customer service, communication, and problem-solving skills is essential for this role.
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Customer service skills
A front desk employee must possess excellent customer service skills to interact with guests, make them feel welcome, and address their needs promptly and professionally. This includes being friendly, polite, and empathetic to guests’ needs and concerns, whether in person or over the phone.
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Communication skills
Clear and effective communication skills are vital for a front desk employee. They must be able to communicate information accurately and effectively, listen actively, and ask questions to clarify guests’ needs. Moreover, they must be able to communicate with guests from diverse backgrounds and adapt their communication styles accordingly.
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Multitasking and time management skills
A front desk employee often has to juggle multiple tasks simultaneously, such as answering phone calls, responding to emails, checking in and checking out guests, and handling guest requests. Therefore, they must have exceptional multitasking and time management skills to prioritize tasks and manage their time effectively.
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Computer and technology skills
Most hotels use computerized reservation and guest management systems, and a front desk employee must be proficient in using them. Additionally, they must be comfortable using office equipment such as printers, scanners, and fax machines.
Problem-solving skills
A front desk employee must have strong problem-solving skills to address guest complaints, handle difficult situations, and find solutions quickly and efficiently. They must remain calm and composed under pressure, think critically, and exercise sound judgment when dealing with guests’ needs and concerns.
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Attention to detail
Attention to detail is essential for a front desk employee. They must ensure that guest information is accurate and up-to-date, keep track of reservations, room assignments, and special requests, and process payments accurately.
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Language skills
Language skills are particularly important for front desk employees in hotels catering to international guests. Fluency in multiple languages, particularly the languages of the hotel’s primary customer base, can be an asset in this role.
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If you are a member of the Hospitality Property School Group, as a bonus, I’m going to share the qualifications to look for in a hotel front desk manager.
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In conclusion
A front desk employee plays a crucial role in a hotel’s success. To succeed in this position, the employee must have a combination of education, skills, qualifications, and personal qualities that enable them to provide exceptional customer service, communicate effectively, manage time and tasks efficiently, and solve problems quickly and efficiently.
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By ensuring that your front desk employees have the right qualifications, hotels can enhance their guests’ experience and maintain a competitive advantage in the industry.
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Do you have guidelines for hiring the right front-desk employees?
Let me know in the comments.
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We cover more on independent hotels, resorts, inns, bed & breakfasts, vacation rentals in
“The Guide to Owning & Operating a Hospitality Property – Successfully” course.
You find more information at KeystoneHPD.com/course
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You will have access to this episode for as long as you would like, but if you would like to see all the bonuses you would have access to as a member of the Hospitality Property School Group, have a look at the short video in this episode post-show notes.
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In our next episode, I will be talking about 6 Strategies for Contending with Hotel Staff Shortages.
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That’s it for today’s episode,
Until next time, have a fun day.
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If you haven’t done so yet, make sure to sign up for the INNsider Tips, say hi on social and join one of our groups. And make sure you get your free copy of the “How to Improve Your Hospitality Properties Success” e-book.
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You can find all the links in the show notes.
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⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
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“The Guide to Owning & Operating a Hospitality Property – Successfully” course.
https://KeystoneHPD.com/Course
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Did you get your copy of the “How to Improve Your Hospitality Properties Success” ebook?
KeystoneHPD.com/How-to-Improve-Your-Hospitality-Properties-Success
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Get Your INNsider Tips
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Join one of your private groups
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keystonehpd.com/hospitality-property-school-podcasts
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