The reception of your hotel or holiday accommodation is the first face that the guest sees of the place where they will spend their next vacation, so it is essential that you always make a good impression.
An ineffective reception can damage that first impression and affect the experience of your guests throughout their stay. All guests staying at your property will need to contact your front desk staff at some point, either in person or online. If problems arise during their stay, guests will contact the front desk to resolve them.
A well-coordinated front desk team should be able to resolve any problems effectively. Especially during busy times, efficiency is the key to success. Failure to meet your guests’ expectations could translate into bad reviews and lost revenue. Therefore, you should take advantage of all available tools and processes that can help you improve your guests’ experience.
That is why we will give you 3 great keys that will allow you to have a quality front desk:
Prioritize your tasks
Check-in experiences are different for each establishment. Boutique hotels tend to focus on attention, while large hotels focus on speed. Since the front desk is the nerve center of your hotel, you could receive requests at any time of the day. If tasks are not prioritized and organized properly, your front desk team could struggle.
Leisure travelers want to feel at home, while business travelers tend to value efficiency.
Know your region well
One of Airbnb’s strengths is interacting with local people. Guests are often looking to experience local life, something you could offer as well. Each member of your team should be knowledgeable enough to be able to recommend local stores, restaurants, leisure activities and attractions.
Harness the power of technology
Modern hotel management requires advanced computer systems. Managing inbound reservations, multiple distribution channels, guest communication and support, reviews and more takes a lot of effort. Without the right tools, hoteliers are unprepared and could end up overbooking and alienating their guests.
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