It is our observation that the front-desk executive in the hotel industry can be equated with either a robot or a trash bin. This analogy stems from the fact that the duties performed by the executive is based on a set of strict guidelines or protocols as laid down by the hotel; on the other hand, he is at the receiving end of all sorts of complaints, reports, frustration, even heaps of abuses. The primary activities of the front-office executive can be described as below. 1) To provide exemplary service to customers with a smile. 2) To treat all guests, regardless of their social position or background, with the same love and reverence. 3) To be active, always on your feet and geared for challenges; the least lethargy creeping in upsets work and sets us up for failure. 4) During check-in, stand up to address them at eye-level. Welcome them warmly and complete all formalities (offer them a seat). Assure them that you are always at their beck and call and encourage them to report any shortcomings they might encounter during their stay; urge them to be vocal about any issues and guarantee prompt redressal. 5) At the time of check-out, stand up to bid adieu to the guest; do not detain them over incomplete paperwork. Try and collect feedback/references/reviews from the guest (use light banter and humor; you may also draft a favorable review and request them to submit it on their end). At departure, hold the doors open for them and walk them to their car. Wish them a pleasant journey and ask them to visit again. One may wonder why we put such efforts into hospitality or go the extra mile for our guests. The answer might be summed up as follows: A certain guest, say, Mr. X decides to visit our hotel. When we build a trusting relationship with him, he is more inclined to try out our in-house services. We stand to earn future business from the customer; he might also grace us a nice review online which will drive more business. Lastly, a satisfied customer is likely to speak of his experience to his friends and family; when he speaks kindly of our hotel, it is valued by others and that is the best kind of advertising! Word-of-mouth is the most effective tool in marketing.
