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.