As a hospitality receptionist, you are often the first point of contact for guests. How do you prepare yourself to provide a welcoming and positive experience for each guest, every time? For me, I always put myself in the guests’ shoes. If I were going away, I would want to be greeted by a happy, smiley face, so this is how I am going to greet our guests. To be able to do this though, it is important to have time to be able to switch off from the world. Everyone handles their downtime differently at the hotel but for me watching an episode of Friends or The Big Bang Theory during my break or after work does wonders!
Have you met a guest who has made a significant impact on you? As a receptionist you are often the first and last person a guest will interact with, therefore it is important for us as a team to offer each guest a personal experience.
We had a guest contact us who was Deaf, so we were considerate in our communication and body language to enable the guest to book with ease and experience a relaxing, welcoming and comfortable stay. As the guest could lip read, we ensured we were facing the guest and spoke clearly. This is a skill I have been able to use for all guests; taking your time and speaking clearly.
The most rewarding connections come from our guests who respect the staff and the experience we are trying to offer. It is clear how magical a stay or experience can be to a guest and seeing their faces light up when they walk into the hotel feels very special.
What is the biggest challenge you have faced at work? Balancing guests' requests with what is possible to deliver at the hotel. We will always try to accommodate the needs of the guests and it gives the team great pleasure to ensure the guests have a memorable stay.
Do you have a personal motto that guides your approach to work? The guest experience comes first. When with a guest always ensure they get your full attention and that they are the most important person at the present time.
How does your workplace incorporate sustainability, and how do you contribute to these efforts? Even though many reception tasks are now done electronically it can still be a challenge to be eco-friendly while working on reception. To combat this, we always try to not print for the sake of printing and where possible recycle paper. As a team at Wildhive we work well to support sustainable practices such as growing our own produce, reusing and refilling products where possible and supporting local businesses within the area.
Are there any hospitality experiences that have left a lasting impression on you? During my first year at Callow Hall, I took a call from a lady who had spent many months in a nursing home and wanted to purchase a stay as a gift for friends who had been helping her get better. Due to the nature of the situation, we found the easiest way for me to provide information was via post. I sat down and wrote a letter that included everything she would need to know about the hotel and rates, then sent it off. A few days later I received a call from a very happy lady and assisted her in booking the perfect stay for her friends whilst enjoying a good chat about day-to-day life. Later that week I received a thank you card in the post expressing thanks for taking my time with her booking. If I have a tough day at work, I like to look at the card pinned up at home and think how fifteen minutes out of my day to listen and chat can really impact a guest's day, even if the stay is not for them.
