FRONT OFFICE | MELAKSANAKAN TUGAS RESEPSIONIS | SMK WIRATAMA 45.2 WONOSOBO

Introduction

This tutorial provides a comprehensive guide on the tasks performed by a receptionist in the hospitality industry, specifically within a commercial accommodation setting. It covers essential skills and knowledge required for preparing for guest arrivals and managing check-in processes. Whether you are a student in hospitality or aiming to improve your front office skills, this guide will help you understand the key responsibilities of a receptionist.

Step 1: Preparing for Guest Arrivals

Before guests arrive, it is crucial to ensure that everything is in order for a smooth check-in process. Follow these steps:

1. Organize Guest Information

   • Prepare a list of expected guests.
   • Ensure that all reservations are confirmed and properly logged in the system.

2. Check Room Availability

   • Verify the availability of rooms for incoming guests.
   • Update the room status in the system to reflect any changes.

3. Prepare Welcome Materials

   • Gather welcome packets or materials, including maps, brochures, and promotional offers.
   • Ensure that any necessary paperwork (registration forms, payment receipts) is ready for completion.

Step 2: Welcoming Guests

The first interaction with guests sets the tone for their stay. Here are the key actions to take:

1. Greet Guests Warmly

   • Stand up and smile as guests approach.
   • Use a friendly tone and make eye contact.

2. Assist with Luggage

   • Offer to help guests with their luggage if needed.
   • Direct them to the reception desk for check-in.

3. Check-In Process

   • Ask for the guest's identification and reservation details.
   • Confirm the reservation and explain any policies (check-out times, amenities).

Step 3: Completing the Registration

The registration process is vital for guest records. Here’s how to do it effectively:

1. Fill Out Registration Forms

   • Accurately complete the registration form with guest details.
   • Ensure the guest reviews and signs the form.

2. Process Payment

   • Inform guests of the payment options and process their payment accordingly.
   • Provide receipts and ensure guests understand the charges.

3. Assign Rooms

   • Assign the appropriate room based on the guest’s reservation.
   • Provide keys and explain how to access their room and any security measures.

Step 4: Providing Information and Support

Once guests are checked in, it’s important to offer additional support:

1. Share Hotel Information

   • Inform guests about hotel amenities, dining options, and service hours.
   • Provide details about nearby attractions and transport options.

2. Address Questions and Concerns

   • Be prepared to answer any questions or resolve any concerns guests may have.
   • Follow up on any requests to ensure guest satisfaction.

Conclusion

Successfully executing receptionist duties involves a combination of organization, communication, and customer service skills. By following these steps—preparing for guest arrivals, welcoming guests warmly, completing the registration efficiently, and providing ongoing support—you will create a positive experience for guests. For further improvement, consider practicing these skills in real-life scenarios or through role-playing exercises.