Receptionist Review

During my 3-month placement as a front desk receptionist at the Forest of Arden Hotel, I was responsible for a range of duties essential to the hotel's daily operations. My main responsibilities included: Guest Services: Check-In and Check-Out: I welcomed guests upon arrival, confirmed their reservations, issued room keys, and processed payments. During departure, I ensured accurate billing and facilitated a smooth check-out process. Handling Enquiries and Complaints: I addressed guest questions and concerns in person, over the phone, and via email, providing information about hotel amenities and local attractions and resolving any issues to ensure guest satisfaction. Reservation Management: Booking Entries: I managed room reservations by entering new bookings into the Property Management System (PMS), updating existing reservations, and accommodating special requests to optimise room occupancy. Administrative Tasks: Shift Reports and Documentation: I prepared shift reports, maintained accurate guest records, managed room availability, and coordinated with other departments to ensure seamless operations. Payment Processing: I handled financial transactions, including processing payments, issuing receipts, managing refunds, and posting charges for additional services like room service or late check-outs. Coordination with Departments: Housekeeping and Maintenance Liaison: I communicated with housekeeping and maintenance teams to address guest requests, report issues, and ensure rooms were prepared to the hotel's standards.

Through this placement, I significantly improved my English communication skills, particularly in handling diverse guest interactions and managing phone calls, which initially posed a challenge due to various accents. My ability to prioritize tasks, solve problems under pressure, and work effectively as part of a team were also enhanced. I gained valuable insights into hotel operations and the critical role of customer service in retaining guests. This experience has not only increased my employability by strengthening my skills in customer service, time management, and the use of essential hospitality systems like Opera, Micros, and ResDiary, but it also boosted my confidence in independently managing front desk tasks and addressing guest inquiries. But I learned most of them through my own efforts, questions, and investigation.

The regular responsibilities given to a receptionist like Greeting and welcoming guests as they arrive. Answering and directing phone calls. Managing bookings and reservations. Handling enquiries from guests or clients in person, over the phone, or via email. Checking guests in and out of the facility. Maintaining the front desk area, keeping it tidy and presentable. Managing schedules and coordinating with other departments. Processing payments and issuing receipts. Handling complaints or redirecting them to the appropriate department. Maintaining records of visitors and deliveries.

very low support and guidance; my learning was mostly based on my investigation and questions

Mostly competitive and not very friendly or supportive, with very high expectations for a trainee, making it generally a very stressful and panic-inducing placement experience

Although I learnt a lot, there was not enough support and guidence ,it was extremely stressful, and I really didn't enjoy it.

No

Be aware of your rights and don't let them neglect you or your rights. Give honest feedback about your manager without any fear, even if they put you under pressure and stress or don’t know their job properly.