At the front desk
How to get on
Here you are going to learn about the work at the front desk.
- At first read the introduction and get to know the most important points of that work.
- Then check your knowledge about working at the front desk and check your answers.
- After that watch a video of two receptionists handling the same situation and compare their behaviour.
- When you have got opinion, write about these two situations at the point of a view of the client.
- Then you can watch some more videos about different situations at the front desk.
- Pay attention to the vocabulary .
- You can check the meaning of the words on the dictionary page. You can hear the pronunciation of the words by clicking on the word.
- Finally do the practice exercises.
The front desk is responsible for checking guests in and
out, taking the reservations by phone and by e-mail and dealing with customer’s
complaints and problems. The people who work there have to communicate a lot,
so they have to be polite, helpful, and fluent in foreign languages.
As there
can be very different clients, the reception worker will meet various situations
during the day and must know how to solve them. The main task of the front desk
worker is to make the clients feel comfortable during their stay so they will
choose the same hotel when they come back again.
If you give the clients the impression that you enjoy your work - and enjoy dealing with them - it will make it much easier for the clients to feel comfortable with you. and it will make it easier to you to establish a good relationship with them. If you look bored and uninterested your clients may start feeling the same. IF YOU SMILE OTHER PEOPLE WILL SMILE BACK!
What do you think?
You are a receptionist in a hotel. You are taking a reservation on phone. In which order do you do the following functions?
- Ask when the reservation is for
- Ask for the guests' name
- Give the price of the room
- Ask how many nights the guest is staying
- Give the name of the hotel
- Ask for the credit card number
Think about it and check your answer. CLICK ON THE BUTTON!
Compare the situations
You are going to see a video of two different receptionists
answering the same call. Pay attention to their behaviour and usage of
language. Write about the two situations at the point of a view of the
client.
CLICK ON: BOOKING A ROOM to begin.
CLICK ON THE BUTTON and read the example descriptions.
Watch the videos
A good receptionist has to know how to sell more rooms
for the hotel and how to make the potential clients to choose your
hotel and to come back when they are visiting your town again.
- The first video gives you some good tips how to treat your clients on phone.
CLICK ON : TAKING RESERVATIONS
After going through this video make a list of tips that seemed to be important to you and which could be useful in your everyday work.
- In the next video you are going to see the work at the front desk. You are also going to learn how to use Passive Voice to explain the client the situations which were done before.
CLICK ON : CHECKING IN
Write some sentences in the Passive Voice which you can use when telling your customer about things that were done before.
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