Hotel Front Desk Training Checklist Circa 2015 by Doug Kennedy
May 26, 2015 9:31am
If someone would have surveyed hotel managers 15 or 20 years ago about the future role of their front desk staff, my guess is that most would have predicted that their jobs would have become much less relevant by now due to all of anticipated technologies. Yet when we look at the position today, it is easy to see that ironically with all of the high-tech advancements, nothing has yet to replace the personalized service experiences delivered by today's front desk colleagues. Certainly it will be interesting to see how the latest push towards automated, self-check-in options now moving to smartphones will be received over the long run. Although guests have overwhelmingly rejected previous attempts such as kiosk check-in stations, perhaps they will finally embrace this new method. Even if they do, my guess is that the role of front desk will still be an essential one in delivering memorable hospitality experiences.
Smart hotel managers know that training is the key to front desk success. Being in the hotel front desk training business, it is ironic to me that the hotels that are already doing the best job, that have the best service levels in place, and that are already topping the rankings of review sites like TripAdvisor, seem to be the hotels that are also the most likely to invest in even more training from companies like mine. When I look-up most of our hotel front desk training clients on TripAdvisor they always seem to be at or near the top.
If you are looking to provide your hotel front desk guest reception team with training to help your hotel actualize its full potential to deliver an extraordinary level of excellence on a daily basis, here are some topics from our programs to include in your training plans.
By including these items on your new hire training and ongoing recurrent training checklists you will be providing your colleagues with the tools they need to create hospitality experiences that will encourage positive guest reviews, social media postings and foster guest loyalty.
Tags: doug kennedy,
front desk training
Contact: Doug Kennedy
Office: 954.981.7689; Mobile: 954.558.4777
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