TRAIN YOUR FRONT DESK OFFICERS TO BE MEMORY MAKERS

We all have heard this very common statement that "the first impression is the last impression" and hopefully, this actually works. Whether this particular statement is applied to a student, a businessman or a person associated with the hospitality industry. The game of impression is all a person needs to work on. If we talk about the hotel then a place where hundreds of guests’ check-in, the impressions are quite common. Within the whole hotel staff, the front desk officers or receptionist are the ones who have to face the guests. They are the front line of the customer support in the hospitality industry. Their duty is to humbly greet the customer, answer to their queries, assigning rooms, schedule meeting halls, accept the payments and most importantly ensure that the guest has everything for a comfortable stay.
From the last couple of years, hotels are getting modernize and planning to fulfill the needs of today's travelers with science and technology. There's no doubt that the hotel in the coming years will be surrounded by a breathtaking environment with a mixture of modernization. Apart from that, the paper-based systems in the hotels are changing through computerized technology. Soon there will be a time when all the hotels will have robots on reception to converse with the customers.
But, have you ever thought that if the hotels will be fully surrounded by the bots, then how the guest will interfere with the humans. The adoption of the technology is good but sometimes the use must be limited.



Some of the hotels have completely replaced the front desk officers and the staffs after adopting the technologies. After reading the guest reviews, you'll be able to see that how this change is affecting the reputation of those hotels. Here is an exact quote from a TripAdvisor review posted by a customer at one of these hotels established in South Beach Miami, Florida.
“The only disappointment was that there appeared to be no reception staff… The only person available to hear our story of how we spent our honeymoon in that hotel and how special it had been for us was the bartender, who, to be honest, was not in the least interested. Somehow, I had imagined that the staff would have been interested in a honeymoon couple not only still together after 36 years, but would wish to celebrate it with us. Sad reflections on what had been a fabulous honeymoon.”
The hotels must train their front desk officers and receptionist in a way that the guest feels comfortable while talking to them. As they are the people who can give full satisfaction to a newly arrived guest at the hotel. The officer must be calm, humble and customer-friendly. Train your hotel staff in a way that they make great memories with the guest, and in this way you can also get good reviews on different OTAs.

Multilingual with Calm Attitude

Being multilingual isn’t needed for front desk positions at most hotels, but most of the time, this skill works very well to satisfy a customer. The hotels which are situated in the United States often welcomes the guest from different countries. When a guest sees the front desk officer speaking their language, it generally makes them happy. The front desk officer should also be humble and calm every time while talking to guests.

Guest Empathy Training

Guest empathy training is necessary because, most often, those who serve in hotels have limited involvement with travel. Probabilities are that they most likely think it’s always exciting, and new. A good training teaches the hotel employees that they should focus on knowing and understanding the guests.

Customer Complaints

Teach your front desk officer to remain patient when dealing with a complaint even if the guest becomes irate or confrontational. More than that, the customer complains should be solved immediately.