Reception Process
The video below shows the reception process in action at the Copthorne.
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...the reception process at the Copthorne is an important point of contact between the hotel and the guest...”
Activity 1
Study the list of hotel receptionist’s duties below.
For each, identify and explain in full how the duties of the Receptionist relate to the health, safety and security of hotel guests and employees.
- dealing with reservations by phone, e-mail, letter, fax or face-to-face
- checking guests into and out of the hotel, allocating rooms and handing out keys
- preparing bills and taking payments
- taking and passing on messages to guests
- dealing with special requests from guests (e.g. giving directions or storing valuables)
- answering questions about facilities in the hotel and the surrounding area
- dealing with complaints or problems.
Activity 2
Assess the role of the hotel receptionist in relation to the health, safety and security of hotel guests.