What Hotel Owners Should Look for in Hiring Front Desk Staff

Post by 
Standout Arts, LLC
Published 
September 12, 2021
W

hile every member of your hotel team is important, your front desk team plays a critical role in first, last and middle impressions for your guests.  It’s so critical that it is likely that no one on your team has as much influence over guest experience and satisfaction as does your front desk team.  Knowing that, it just makes sense to ensure that you have a great front desk team.  Here are a few must haves when hiring front desk team members.

- Neat and Professional in Appearance:  While what defines neat and professional may be open to interpretation, I think we can all agree that being clean, well-groomed, and wearing clothing that fits properly should be high on the list. Regardless of whether your hotel provides uniforms or not, there is one important thing your front desk team members must wear every day.  A smile!!

- Ability to Solve and Anticipate Problems:  Let’s face it, problems happen.  And sometimes we can even see potential problems as they are happening.  Regardless of the reason for the problem, your front desk team members must have the ability to be resourceful and “think on their feet” when problems occur.  Also critical is a caring, positive attitude along with prompt follow through.  Guest satisfaction may well hinge on how quickly and professionally problems are handled when they come up.  Even if the solution isn’t necessarily what the guest was hoping for.

- Calm Under Pressure:  There are lots of opportunities for pressure at the front desk.  Everything from angry guests to computer failure, to short staffing, to…well you name it.  Being able to remain calm while everything is in chaos is an absolute must.

- Communication Skills:  Your front desk team must be able to communicate clearly with both the spoken and written word. But don’t forget, listening and understanding are also crucial to communication.  Your front desk team members must be able to both speak and listen with equal proficiency.

- Flexible Team Player:  In spite of the best planning by management, we can sometimes be thrown curves.  It could be a shift change on short notice or helping in another area where staff is unexpectedly short or helping with a task that isn’t part of the job.  Regardless of the reason, front desk team members need to be true team players and help wherever and whenever needed.  And with a smile and a positive attitude.

- Organized, Detail Oriented and Computer Literate:  Little to no explanation is needed here.  Suffice it to say that a front desk team member who is not organized, detail oriented or computer literate can have a devastating effect on both workflow and guest satisfaction.  

- Knowledge of the Area:  Guests often approach the front desk team to ask about restaurants, shopping, or fun and exciting things to do in the area.  Having a thorough knowledge of the area is yet another invaluable tool for helping to ensure guest satisfaction.

Let’s face it, keeping guests happy keeps them coming back.  And happy guests tell their friends.  But so do unhappy guests.  Top notch front desk team members are your best investment in making sure your guests become raving fans and ambassadors for your hotel.

SOURCES:

https://www.hcareers.com/article/career-advice/12-necessary-and-essential-skills-of-front-desk-professionals

https://lodgingmagazine.com/hiring-best-front-desk-team

https://www.thebalancecareers.com/hotel-front-desk-guest-services-skills-list-2062408

https://smartguests.com/blog/10-traits-of-a-great-hotel-front-desk-agent/#.YRVjEo5KhPY

Join Our Hospitality
Newsletter

Sign Up For Our Newsletter
We never share your info. View our Privacy Policy
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Join Our social
Community
THere's More

Post You May Also Enjoy

All Posts
Hospitality Insights
Mar
17
//
2022

What Makes a Hotel Great

What really moves a hotel from good to great? We've got easy tips (that may surprise you) that can make all the difference between just good and great!
Hospitality Insights
Dec
1
//
2021

Things to Consider When Doing Commercial Construction Projects in Winter

Winter is a tough time for commercial construction projects. With a little preparation and planning, you can keep your projects moving forward even when winter weather sets in. Here are a few tips to keep you moving ahead.
Hospitality Insights
Nov
1
//
2021

Designing a Guest Friendly Lobby

First impressions matter. Here are a few tips to help your guests love you right from the start.
News & Announcements
Jul
26
//
2021

Celebrating Our 15th Anniversary

The team at Standout Arts (our marketing team) had the pleasure of joining the Sarandi family for a tour of their manufacturing facility and then lunch at the local community center. While at their manufacturing facility, we had the opportunity to talk with a number of their team members and we got a firsthand look at how they take their projects from start to finish.
Hospitality Insights
Jan
26
//
2021

Money-Saving Tips and Strategies for Hotels & Resorts

The extent to which hotels and resorts manage costs has always been critical to their success and profitability. With the COVID-19 pandemic and the associated financial impact it has had on the industry for nearly a year, cost efficiency has risen to a whole new level of importance both now and for the post COVID-19 future.

@SarandiManufacturing