Check in & Out

Front office staff is the most important department of the hotel. They are the image of your hotel. They are the first people to make contact with your guests. And they are the last people to say good bye to your guests. When arriving to a hotel, you should be greeted by the doormen, and from this moment you can tell whether you will have a good stay or not. Door staff will open the car door for you, welcome you to the hotel, and assist you with your luggage. That will make you happy already. Door staff will direct you to the front desk to check in. You must have enough front desk agents all the time. All guests heat waiting on line to check in. If your guests wait on line to check in, they will ask themselves hundred questions about the service level. One of these questions is “if I am waiting all this time to check in, how long it will take to get my luggage or my room service order?" By letting your guests wait on line to check in, you give them the chance to doubt your service and they will wait for a mistake so they complaints. Front office staff should have people and problem solving skills. They should be friendly and know how to smile if the guests have problem with the room, they will call the front desk. If they food is late or not good, they will call the front desk. If the bill has some errors, they will call the front desk. If the laundry is not done, they will call the front desk. I remember in one of my jobs, we tried to encourage the guests to call the right department when they have concerns or questions so we can take some of the pressure of the front desk, but it did not work. It did not matter how many notes we put by the phones or in the rooms. Guests still call the front desk for every thing. Basically, the front desk cleans all the mess. They can make your guests happy and they can make them miserable. It does not matter how hard your sales team works to get business to the hotel. The front desk team is the one who will make you have a repeat business or who will drive every guest out and never come back Choose the right people for the front desk