9 Important Things You Need To Know About Working In A Hotel

Are you thinking of working in a hotel?

There is overwhelming information online about different aspects of working in a hotel as a receptionist, host or hostess.

The average hourly wage for a Hotel Worker in the United States is $20 as of October 29, 2021, but the salary range typically falls between $16 and $32.

-According to Salary.com

Small or Large Hotel?

Should you work at a small or large hotel?

A larger hotel requires more work and more management of visitors and staff. For a larger hotel, more attention is paid to getting large amounts of food on a daily basis as well as more marketing strategies need to be employed along with more regular cleaning.

A small hotel has fewer tasks and a stronger community bond since it is smaller scale.

Hotel Receptionist

Do you want to work as a hotel receptionist?

The main task of the hotel reception staff is to greet visitors and book rooms as well as receive and make the appropriate calls.

They are required to have exceptional customer service skills and interpersonal and intrapersonal skills as well as great teamwork and an optimistic attitude.

Customer Comfort

The hotel’s hygiene and cleanliness have a large impact on customers’ comfort levels as well as services such as wifi, access to a laptop, and catering to dietary requirements in the catering such as gluten and lactose-free meals for those that are sensitive to ordinary food.

Managing Calls In Hotel

You need to have a clear and optimistic voice, be direct and kind and maybe have a specific short script to follow when making and receiving calls welcoming the caller to the hotel line.

Main Sales Channels For Customers

Customers of our hotel are using bookings.com as they are international customers to make bookings.

They can also make bookings using the phone number and the online reservation system available on our website.

Attending To Customers In Hotel

You receive the customers as soon as they enter with a smile and ask them what they need.

If it is a reservation, you can take them to reception to make the appropriate reservation steps or show them to their room after they show identification in the reception area.

If you know a customer will come at a certain time, then gather their documents, prepare the keys and make sure there is staff to show them around the hotel and eating area and facilities.

Possible Customer Complaints In Hotel

Common customer complaints include hygiene-related problems in the room, rude staff, bad food, and noisy neighbor (next room).

The staff handles customer complaints carefully by listening to the customer, showing empathy, nodding in affirmation to show customers they understand them, and as a signal to go on.

It is best to isolate the customer in a separate corner or in a room to avoid others overhearing and to provide privacy, take notes and take it further to management or the hotel’s complaint center.

Assure the customer that this will be handled.

If it is a large hotel then you may redirect them to submit their complaint to the complaint page on the hotel website and they will be given a ticket number that is tracked and they can follow up.

Sales Negotiation In A Hotel

They are briefed on everything concerning hotel rules, regulations, refund policy.

They are told how to file a complaint and told of the features and services the hotel offers.

If everything is ok and the customer is happy, payment is taken, ID is confirmed and the key is given to the customer.

Responsibilities Of Host/Hostess

They are responsible for booking and arranging meetings as well as taking calls from customers and future clients.

Checking the schedule, making sure it runs smoothly.

About The Author

Noor is a second-year business student at Tredu. She is also studying for a Diploma in International Smart Industry at Tampere University. She is passionate about marketing and content creation.