Three golden rules for receptionists
Your recipe for success in everyday reception work
Are you a receptionist or would you like to become one? Then you should definitely know the three most important rules for working successfully at reception. We have summarized the simple tips and tricks you can use to impress your guests as well as your superiors.
Rule no. 1: First impressions count
Imagine you walk into a hotel. The first person you speak to is a member of staff at reception. Does she greet you in a friendly manner? Does she ask how you are? Is she neatly dressed? Does she make you feel welcome?
The entire impression of your stay - and that of all other guests - stands and falls with this first contact on arrival. Receptionists are rightly referred to as the business cards or figureheads of a hotel. A positive appearance is the be-all and end-all.
As a receptionist, pay particular attention to:
- Eye contact with the guest when greeting them
- an upright posture
- clean and ironed work clothes
- well-groomed hands, teeth and hair (plus beard)
Tip: The eyes should not be covered by the hair - long hair is best worn tied up.
Rule no. 2: It's all about communication
The decisive factor is how you communicate with your guests. A friendly and polite manner is always important. However, the right tone also depends on the circumstances. In some situations, a casual chat is appropriate. In others, perhaps a more terse conversation. In any case, a very good knowledge of German is required for a chosen mode of expression.
Tips for communicating correctly with guests:
- Show genuine interest in the guest's well-being.
- Express yourself clearly and understandably.
- Build a professional relationship.
- Score points with personal recommendations and tips.
- Always be honest and sincere.
- Show humor.
- Tell authentic and emotional stories that your guests will remember fondly.
- on the phone: Keep it short and concise.
HOGASTJOB recommendation: There are certain foreign words that you should definitely know as a receptionist. What are they? You can find out in our dictionary of hotel terminology.
Rule no. 3: Complaints are part of it
How you deal with complaints and difficult guests depends on the guest themselves: Are they emotionally charged or do they behave calmly and objectively? On the other hand, your attitude is crucial. Ideally, you should see criticism as a gift to be able to do something better in the future.
Important to know: The reason for the complaint is often less important than how it is dealt with.
This is how you should ideally react in the event of a complaint:
- Listen carefully.
- Try to categorize the complaint for yourself.
- Keep your composure.
- Respond sympathetically and, if possible, positively, e.g. by thanking them for a useful tip.
- Look for a solution as quickly as possible.
- If in doubt, contact your line manager to find a solution.
Compensation: Suitable ways to make up for mistakes on the part of the hotel include upgrades, a free breakfast, a free overnight stay or similar gifts.
How to become a receptionist:
Not quite sure yet whether you're suitable for working as a receptionist? Find out now by reading our 5 reasons that confirm you're perfect for reception!
If receptionist is your dream job, find all vacancies in the HOGASTJOB job search now!
