The hotel front desk receptionist

Receptionists are the first professionals whom you encounter

with, the moment you step in a hotel. Receptionists are the
official representatives of firms and offices. Since receptionists
are the face of a company, it's a designation that demands
candidates with effective interpersonal skills.
Alisa Cooper is the head receptionist at the Dunadry Hotel
and Country Club in County Antrim. After completing her
studies in Travel and Tourism, she started as a trainee
receptionist and was then promoted to her current position.
Read this interview and answer the questions.
What does your job involve?
I supervise a team of receptionists, checking guests in and out of the hotel and allocating rooms. I
also operate the switchboard and make reservations for accommodation. I have to do cashiering
and auditing, such as preparing the accounts for meetings and functions. This is very much a
front-of-house role, as a lot of my time is spent interacting with hotel guests. We also run
conferences and I deal with any problems or requests from conference organizers and delegates.
What equipment do you use?
As a receptionist I have to adapt to changing technology. We use a computer program for our
booking and conference diary activities. Rooms have computerized keycards. These look like
credit cards and they are programmed every time a new guest checks in. This means that there is
no risk of anyone using a key to enter someone's room.
Do you receive on-the-job training?
When I started at the hotel, I received general induction training, detailing the basic operations.
Also, I get computer training as we upgrade our technology systems in reception.
I have also completed a Supervisory Skills course in Customer Service. I have found, however,
that one of the most effective forms of training in reception is learning on-the-job by watching an
experienced person doing the work.
What sort of person do you need to be?
Excellent communication skills are essential. It also helps to have a calm temperament and a
flexible approach. This job is all about customer care, and you have to be able to adapt to
customer needs as they arise. You also need to be able to do numerous things at the same time!
Do you have to work unsociable hours?
I work eight hour shifts from Monday to Sunday between the hours of 7.30am and midnight. Shifts
are random, with no set pattern.
Why did you choose this type of work?
I knew it would be varied and interesting. I meet lots of different people and no two days are the
same. There is no such thing as a typical day in this job.

Answer the questions

What studies did Alisa complete to be able to work as a front desk receptionist?
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Besides checking in and checking out guests, what does she do?
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How do the guest get into the rooms?
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Why is this method better than a normal key?
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What kind of training is the most effective?
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What skills do one need to be a front desk receptionist in a hotel?
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What does Alisa like about her job?
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Look at the pictures and give your opinion

Which would be the best place to work? Why?

Which would be the worst place to work? Why?
Look at the list of skills and say what skills and qualities are necessary for each job?

front desk receptionist waiter

stock broker teacher

Skills Qualities

computer skills patient

typing skills physically strong
driving skills emotionally strong
telephone skills well-organized
interpersonal skills intelligent
artistic skills caring
language skills calm
mathematical skills quick-thinking
managerial skills honest
financial skills clean and tidy
punctual