Reception Desk

In the eye of most people, receptionists at a hotel wear glamorous hotel uniforms with proper smile, stand behind a reception desk, and wait for guests without anything else to do. But it is not the fact. They work silently as the hotel's appearance and front line. The receptionists need to stand behind the reception desk for hours, deal with guests, answer phone calls, photocopy daily reports according to the number of checking in, and deal with clerical work. Sometimes, they also need to speak English to help foreign guests check in. The drunken guests even should be sent back to their rooms by male receptionists.

At first,receptionists at a hotel are not as easy as people imagine.In Forte Hotel, Reception Desk was its appearance, so there were many requirements for the receptionists.They should have high EQ, be modest and enthusiast, and meet the requirements of customers.More importantly, no matter they were happy or not, the receptionists needed to make every customer feel that "they were respected to the utmost."




The green grids represented the rooms with guests, blue grids represented the clean rooms, and grey grids represented the vacant rooms need to be cleaned.

This was one of the reports photocopied daily by the receptionists.
Image source: shot by our team

Figure 1 The receptionists

Figure 1 The receptionists
source: shot by our team

Figure 2 Interview with the receptionists

Figure 2 Interview with the receptionists
source: shot by our team

Figure 3 Explanation of room table

Figure 3 Explanation of room table
source: shot by our team

Figure 4 Photo with hard work receptionists

Figure 4 Photo with hard work receptionists
source: shot by our team


There were many warm stories happened at Reception Desk. The long-term guests would treat the receptionists as their families. When they came back, they would bring the receptionists drink or dessert. Wasn't it warm? It showed that the relation between the receptionists and guests was different from that in other departments.

Postscript

The receptionists in the hotel were not as easy as I believed. They needed to keep a constant smile. If I did that, my mouth would cramp! They needed to be modest, which I could not bear! Therefore, I thought that the EQ of the receptionists was so high. If I were them, I would be fired! If I want to be dedicated like them, it will cost me many years to do so! So I sincerely respect the receptionists.

References:

  1. The hotel example originates for reorganizes the counter personnel interview manuscript