The front desk experience can make or break a guest’s hotel stay. When the process is done right, the guest is delighted, either from a fantastic interaction with a friendly associate or a quick and easy transaction that gets them up to their rooms to relax as quickly as possible. However, if the front desk does not live up to guests’ expectations, it may lead to disaster. Whether it be disorganization, unprofessional or unhelpful associates, or an overall lack of polish, a poorly run front desk leaves guests frazzled, upset, and unlikely to return to your property.
Having a stellar front desk team in place is integral to providing a fantastic experience for guests. This team needs to be smart, friendly, and able to think on their feet, anticipating needs without being asked, providing thoughtful service, and offering unique amenities and rewards that guests won’t find at competing hotels.
According to some of top service providers in the industry, the best way to improve front desk functions is by empowering the employees who serve on the front line when it comes to guest satisfaction. It is imperative that hotels give these team members the tools and training programs they need to boost the all-important guest experience and generate more customers.
Scott Koster is a regional vice president for Two Roads Hospitality and general manager of Gild Hall, a Thompson Hotel. Koster oversees nine properties in the Two Roads portfolio, including Joie de Vivre’s 50 Bowery Hotel, Smyth Tribeca, The Talbot Hotel in Chicago, and the upcoming Joie de Vivre hotel in Baltimore. He says that creating a welcoming atmosphere when guests walk through the door is crucial in making a guest’s stay pleasant and memorable, and that staff should be prepared to answer questions and assist guests in any way possible. “We see our front desk as an extension of the concierge, so we want to make sure our guests get insider information about local restaurants, retail, and sightseeing,” he explains.
