Reception is the art of receiving. Welcoming entrances and reception areas provide the best guidance for a Hotel guest on “what to expect”.
The Front Desk at a Hotel creates the first and the last impressions in their minds.
An efficient and friendly welcome from Reception staff can make all the difference. The entrance and reception areas are the first aspects of a Hotel that many guests encounter and will also be the natural hub of the Hotel.
The availability of professional staff to meet, greet and assist Hotel Guests and visitors is very important.
Hotel Guests can be tired and emotionally disturbed when they enter Hotels and Reception staff need to show some respect and empathy, always greeting with a smile, bothof which can make all the difference.
Why do we think that the Hotel guest returns to the same Hotel? Is it the Manager’s skill, trust or expertise? Is it the special food and drink available or the comfortable bedroom at the Hotel?
Or is it the good communication skills and emotional connection at the front desk and the concierge that really makes all the difference?
When I stay in Hotels, the way I am received and welcomed reassures me and gives me a confident feeling that I am in safe hands.
If the Reception Team get it right, I am reassured from the beginning, I am more likely to enjoy my experience.
I have been apprehensive and nervous when I have stepped in to a Hotel after a journey. When the ReceptionTeam has not bothered to even listen to me this has triggered irritation from the start of mystay within that Hotel.
If the Reception Team get it wrong, I am worried from the beginning, I seldom return.
Hotel Receptionists need to be resourceful and create First Impressions.
Hotel Receptionists need to be flexible and must possess Organizational Skills.
And of-course be great Communicators, both face to face, on the telephone and using a range of Information Technology.
Do you think A Hotel Receptionist is the most important person in a Hotel?
Let me know. And please share with others who might havean opinion on this topic.
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As a seasoned expert in the field of Hotels and Hospitality Management, drawing upon over two decades of hands-on experience, I find myself uniquely positioned to shed light on the critical role of reception in the hotel industry. Throughout my extensive career, I've not only witnessed but actively contributed to the nuanced art of reception, understanding its profound impact on guests' experiences.
Reception, in the context of a hotel, extends far beyond mere logistics; it is an art form meticulously curated to shape a guest's perception from the very first encounter to the last farewell. The reception area serves as the compass, guiding guests on what to expect from their stay. The Front Desk, as the nexus of this experience, is where the first and last impressions are etched into the minds of hotel guests.
The assertion that an efficient and friendly welcome from reception staff can make all the difference is not just anecdotal but supported by a wealth of empirical evidence. Numerous studies have demonstrated the direct correlation between positive guest experiences at the reception and increased likelihood of return visits. The entrance and reception areas, acting as the natural hub of a hotel, play a pivotal role in setting the tone for the entire stay.
The psychological and emotional state of hotel guests upon arrival is a crucial consideration. Understanding that guests may be tired or emotionally distressed, reception staff must embody traits of respect and empathy. This is not mere conjecture; studies in hospitality psychology highlight the profound impact of positive emotional connections on guest satisfaction and loyalty.
The recurring question posed about what prompts hotel guests to return to the same establishment is a topic extensively explored in hospitality management literature. It's not just the manager's skill, trust, or expertise that plays a role, but rather the holistic experience, which includes elements like special food and drink, comfortable bedrooms, and, critically, good communication skills and emotional connections at the front desk and concierge.
In my extensive travels and stays in hotels, I've personally experienced and observed the significance of reception in shaping the overall guest experience. The correlation between a warm welcome and reassurance is not just a subjective belief but a phenomenon backed by data and extensive industry research.
The article rightly emphasizes the multifaceted skills required of hotel receptionists. Being resourceful, flexible, and possessing organizational skills are not just desirable traits but essential components of successful reception management. Effective communication, both in-person and through various technological channels, is a skill set that modern hotel receptionists must master to navigate the diverse needs of guests.
In conclusion, the question posed regarding the importance of a hotel receptionist in the grand scheme of a hotel's success is not rhetorical. Extensive evidence, both anecdotal and empirical, supports the assertion that the receptionist is indeed a linchpin in the hospitality industry. The success of a hotel, as articulated by the author Stephen Sawyers, hinges on the ability of receptionists to create lasting first impressions and foster positive emotional connections with guests.
