One-on-one interactions are straightforward, but what happens during a busy front desk shift? This is where timing and flow become crucial. You can’t control the flow of things if you don’t understand timing. It is easy to step on someone or something during busy times. With an understanding of timing, you can manage your flow,…
Even with the best of training, mistakes will still happen at the front desk, especially during the training process. Perhaps you’ve taken a booking detail wrong, perhaps a room isn’t ready on time, perhaps a request has been miscommunicated. Whatever the reason, the important thing isn’t preventing the mistake from happening; the important thing is…
It’s rare that a front desk request comes without urgency, emotion or lack of clarity. But the issue for the new front desk associate isn’t the request itself, it’s controlling the conversation while addressing the request. When the associate loses control, the conversation speeds up, important information is omitted and confidence declines. The goal is…
The key to developing a successful front desk routine is to make it feel natural and controlled. When you’re new to working a front desk, it can feel like there’s a lot going on. And you’re right, there is. But the individual actions aren’t that difficult to perform. It’s just that they all happen at…