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At The Front Desk

Front Desk

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Rosario Faris
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3 views

At The Front Desk

Front Desk

Uploaded by

Rosario Faris
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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At the front desk

How to get on

Here you are going to learn about the work at the front desk.

 At first read the introduction and get to know the most important points of that work.

 Then check your knowledge about working at the front desk and check your answers.

 After that watch a video of two receptionists handling the same situation and compare their
behaviour.

 When you have got opinion, write about these two situations at the point of a view of the client.

 Then you can watch some more videos about different situations at the front desk.

 Pay attention to the vocabulary .

 You can check the meaning of the words on the dictionary page. You can hear the pronunciation of
the words by clicking on the word.

 Finally do the practice exercises.

The front desk is responsible for checking guests in and out, taking
the reservations by phone and by e-mail and dealing with customer’s
complaints and problems. The people who work there have to
communicate a lot, so they have to be polite, helpful, and fluent in
foreign languages.

As there can be very different clients, the reception worker will meet
various situations during the day and must know how to solve them.
The main task of the front desk worker is to make the clients feel
comfortable during their stay so they will choose the same hotel when
they come back again.

If you give the clients the impression that you enjoy your work - and enjoy dealing with them - it will make
it much easier for the clients to feel comfortable with you. and it will make it easier to you to establish a
good relationship with them. If you look bored and uninterested your clients may start feeling the same. IF
YOU SMILE OTHER PEOPLE WILL SMILE BACK!

What do you think?

You are a receptionist in a hotel. You are taking a reservation on phone. In which order do you do the
following functions?

 Ask when the reservation is for  Ask how many nights the guest is staying

 Ask for the guests' name  Give the name of the hotel

 Give the price of the room  Ask for the credit card number

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