Providing information to guests
Providing Information to Guests
The Role of a Front Desk
- The front desk is the primary source of information for guests.
- A wide variety of information may need to be provided, including directions, information about hotel services and facilities, and advice about local attractions and events.
- It is important for reception staff to have up-to-date and accurate knowledge about the hotel and surrounding area.
Types of Information
- Room information: Guests need to know where their room is located, the features it includes, and how to use any equipment or services.
- Facilities information: Information about the hotel’s facilities, such as restaurants, gyms, pools, or business centres, should be provided. This includes opening hours, any costs, and how to use or reserve them.
- Local Area Information: Guests often appreciate recommendations for local attractions, restaurants, or events. Reception staff should be able to provide maps, transportation advice, and other useful local information.
- Emergency Information: It’s essential to inform guests about emergency procedures and exits, how to contact staff in emergencies, and the location of first aid supplies.
Delivering Information Effectively
- Listening to the guest’s needs: Reception staff should listen attentively to guests’ queries to accurately provide the information they require.
- Clear and concise communication: Information should be delivered in a simple, easily understandable way. Avoid using technical jargon or overly complex explanations.
- Patience: Particularly when dealing with complex enquiries or guests who may have language barriers, take the time to ensure they fully understand the information.
- Use of printed materials: Maps, leaflets, or guides can be useful tools to supplement verbal information.
Customer Service Mindset
- Proactive information provision: Don’t wait for guests to ask. Offer information that might make their stay more enjoyable, such as special offers or events.
- Being available for questions: Ensure guests feel welcome to approach the front desk with any further queries or needs.
- Follow-up: If additional information or action is required, ensure this is followed up promptly.
Record Keeping
- Reception staff should record any significance requests or incidents. This information can be used to improve guest experience and inform future staff actions.
- Important details, such as guest feedback or complaints, should be shared with relevant departments or management.
Maintaining Data Privacy
- Any personal guest information must be kept confidential and used in compliance with Data Protection laws.
- It’s crucial to clarify with guests how their information will be used and stored, reassuring them about their data security.
Managing Complaints
- Reception staff play a crucial role in resolving guest complaints. Effective listening and problem-solving skills are key for this.
- Always respond to complaints in a calm and professional manner, offering apologies and solutions.
- Remember to follow up on complaints to ensure guest satisfaction and continuous improvement.