Hotel Reception
Social & Personal ServicesThe hotel’s reception area is where guests receive their first impression through the arrival and check-in process. The role of the receptionist probably creates that first impression, where the quality of service, the intuitiveness of problem-solving make a difference in the guest experience, and their impression of the hotel.
Hotel Reception could be for you if you like:
- Communication Skills
- Diplomacy
- Situational Awareness
- Sense of Grooming & Hygiene
- Self Confidence
- Nature of Calmness
- Problem Solver
- Basic Etiquette and Mannerism
About Hotel Reception
A wide range of skillset is put to the test to handle guest requests and requirements at each stage if the guest cycle (Pre Arrival, Arrival, In-House, and Departure). Participants are tested on their interpersonal skills through the hotel reservation process (Pre Arrival) to test them on the competency in using the software to record guest details and rate management. Thereafter the check-in process (Arrival) where they will be put to the test on the protocols required for issuing of keys and allocation of rooms. Handling guest issues and complains (In-house) test participants on their ability to anticipate problems and resolve them quickly. Lastly, on the check-out procedures (Departure) on handling the different types of payments and the billing method for the various types of accounts and special requests by guests.
The Challenge
Competitors are required to:- Understand the structure, roles and requirements of the front office operations within the hotel industry
- Demonstrate effective communication and listening techniques when handling guest complains/issues and maintaining professional relations and communications with guests
- Handle the reservations in the Property Management System (PMS) and understand the source of booking in person, over the telephone or by email
- Provide tourist information to guests and make recommendations to guest’s requests
- Apply electronic/manual systems for check in/check out and the guest registration processes
- Maintain all necessary documentation and information relating to guests and issuance of key
- Deal with guest luggage and belongings
Our Experts
Chief Expert
Mr Andrew Lee
Executive Assistant Manager – Rooms
Courtyard by Marriott Singapore Novena
Deputy Chief Expert
Ms Tan Ai Leng
Director of Rooms
Singapore Marriott Tang Plaza Hote
Secretary
Mr Ken Ho
Executive
Office of Information Services
Republic Polytechnic
Ex-Officio
Mr Fu Chuan Chong
Deputy Director
School of Hospitality
Republic Polytechnic
