I start my front desk agent job tomorrow I’m excited since most hotels didn’t hire me because I’ve mainly done general labour work with 3 years of customer service work but I’m definitely glad I came across this video to give me an in sight of how the job actually is thanks for this video
With all due respect. this to me is the bare minimum of what "hospitality" should be. But the True experience comes with the personality, the eagerness to want to assist the guest, and the genuine recognition of reward members. also, no attempt to even try to enroll the guest who were staying extended for 15 days. wow. also, the guest was more excited to be there, than the agent was to have them. he made me feel awkward. NOW please don't get me wrong, I'm not trying to bash, or disrespect the guy. he didn't do a bad job, he just did minimum in my eyes. tbh, my jaw dropped when I heard "Hilton". I love the hospitality industry, and I'm proud to be in it everyday! I love our guest! I love the true meaning of Southern Hospitality! [This is just my opinion, not subject to debate, or arguments]
Jorge Luis Flores seems to me like you seem like a guy who likes to have his ass kissed . Your opinion is irrelevant and I’m glad you never stayed in my hotel bc people like you are pieces of shit
Wow great job, very descriptive, gave lots of real life examples on how to problem solve, this video was well made. I’m starting front desk so I’ve been seeking videos to see what it’s like and how I can deal with certain situations/what it’s actually like in a hotel. Glad I stumbled upon this. Most of the other videos I was finding were bad acting and basically didn’t take it seriously. Again, thank you for the video!
Ask for ID first, then explain incidentals before asking for security payments. Good job never saying the room number out loud, and I suggest mentioning floor level quietly. Ask Smith for ID before offering any comps, and I suggest a room inspection because anybody could say "bugs" are in there, but use discretion.
One thing you should never do is say "no problem" (near the end of the video) you are implying that there was a problem. Be sure to say you're very welcome.
I don't know that I'd label this as "great" customer service. It was good, and certainly adequate, but nothing stellar or out of the ordinary. Very low-energy front desk guy, no smiles, just the facts. Which, for me, would be perfectly okay. Efficiency and speed is all I need personally, but I'd distinguish between that and "great" service.
I’ve worked at the front desk for medium size ‘ economy hotel ‘ for about 9 months. This guy checked in and out the same guests. He is either having some really long work days or these people are having really short stays. The really short stays are rarely for anything good. I’ve seen or heard guests who ranged from ordinary people to lunatics. I had a woman who demanded a full return because there were wrinkles in her pillowcase. I had a mental case who insisted that there were people standing outside his room while I was watching the security cameras and telling him that nobody was in the hallway. This guy called the police twice in about a 3 hour time period. After the second time, I told him to leave. We don’t want the police there at all for any reason. Last week, we had a woman who was arrested when she took a swing at the front desk lady that I relieved. I had to go to work about 2 hours early that night. She was extremely upset because the swimming pool hot tub didn’t heat up fast enough for her. She wanted 2 free nights and when the front desk attendant refused and asked her to leave. The guest supposedly called the police , the parent company headquarters and her lawyer in about a 10 minute time period. She started becoming extremely hostile when the front desk attendant wouldn’t call the GM at home. Eventually, that’s when the front desk asked her to leave and the guest took a swing at her. The front desk did call the police and this guest was arrested. This guest went to different type of hotel but this one isn’t exactly as comfortable as her last one.
always welcome guest don't say amounts or room rates out loud never point never say "no problem" never say "I need" to a guest say complimentary, instead of free always use your name offer help with bags, when possible, even if guest doesn't appear to have many bags with room issues, always have someone escort guest up to new room
Once I had a similar experience with a hotel I worked with that has this type of PC in the desk too. I just sat the fuck down and checked in my hotel guests. Always use both hands when taking and returning Guest's ID and Credit card.
Poached is not a problem, an externship is not moonlighting. Never bring a lackluster employee to work. The customer cud be a Cosmopolitan in the making? Is this Ashton Kutcher [sp?] approved? #MargeSimpson is this your tree house???
+Angie Laura i used to work at the hyatt place and the biggest complaint i had when working there was the fact that you had to bend over to check anybody in. do you know how painful it is to check anybody into the hyatt place?
Love the vid, but management needs to fix this guy's desk. It's so ergonomically incorrect that he's literally slouching near thigh level just to view his monitor. They need to revamp his desk because if I was a customer or a tenant and I saw this, I'd be infuriated at their management. Get him a proper high chair, desk, and adjust the height if need be. Is that too much to ask for?
ADNJ hes decent. he could be a bit more comfortable...hey how are you....im good what can i do for you? and the guest? oh that shes on vacation and he doesnt truly acknowledge. its not bad but could be better
"ill need to see" is not great service.You say, "May I see some i.d" not I need. Never say No problem.No problem is a double negative.Prefer you are very welcome or my pleasure instead.
boy was I wrong. So sorry for that. If you know the person, you don't have to ask for an ID. I didn't hear him say the tier of honors that she is. No problem. How about they are on their way up right now. Why is that not in her profile? They should be in her room already. He really loves that no problem thing. Did any of the receive their bill under the door? Did they want to keep the payment on the C.C. that was on file?
This receptionist doesn't have any emphaty or great hospitality skill - in a hurry to get rid off the guests and not welcoming. This should be a demo about how to do poor job as a front desk clerk.
With all due respect. this to me is the bare minimum of what "hospitality" should be. But the True experience comes with the personality, the eagerness to want to assist the guest, and the genuine recognition of reward members. also, no attempt to even try to enroll the guest who were staying extended for 15 days. wow. also, the guest was more excited to be there, than the agent was to have them. he made me feel awkward. NOW please don't get me wrong, I'm not trying to bash, or disrespect the guy. he didn't do a bad job, he just did minimum in my eyes. tbh, my jaw dropped when I heard "Hilton". I love the hospitality industry, and I'm proud to be in it everyday! I love our guest! I love the true meaning of Southern Hospitality! [This is just my opinion, not subject to debate, or arguments]
my back hurts just to watching this guy bending the all time
Ms. Jacobs be stalking and flirting with Jonathan! 😂😂😂😂
I wanted to see Jonathan deliver those two fluffy pillows to Ms. Jacobs. Maybe he can take a break.
That’s a really awkward computer to bend down and work with..
Very good job of not saying the room numbers out loud. You do not say "How can I help you" You say "How may I help you"
I start my front desk agent job tomorrow I’m excited since most hotels didn’t hire me because I’ve mainly done general labour work with 3 years of customer service work but I’m definitely glad I came across this video to give me an in sight of how the job actually is thanks for this video
Ms. Jacobs and Jonathan have something going on.
With all due respect. this to me is the bare minimum of what "hospitality" should be. But the True experience comes with the personality, the eagerness to want to assist the guest, and the genuine recognition of reward members. also, no attempt to even try to enroll the guest who were staying extended for 15 days. wow. also, the guest was more excited to be there, than the agent was to have them. he made me feel awkward. NOW please don't get me wrong, I'm not trying to bash, or disrespect the guy. he didn't do a bad job, he just did minimum in my eyes.
tbh, my jaw dropped when I heard "Hilton".
I love the hospitality industry, and I'm proud to be in it everyday! I love our guest! I love the true meaning of Southern Hospitality!
[This is just my opinion, not subject to debate, or arguments]
Jorge Luis Flores : I prefer Marriott Hotels!
have you ever seen the movie "The Grand Budapest Hotel"?
Jorge Luis Flores seems to me like you seem like a guy who likes to have his ass kissed . Your opinion is irrelevant and I’m glad you never stayed in my hotel bc people like you are pieces of shit
That's great hospitality demonstration ! What , do you want us to worship guests so that we can go beyond your so called " bare minimum " hospitality?
I liked this video! Gave me good confidence that I will do good for my first front desk job ever at a hotel! Wish me luck!!!
This Man is very Professional❗
Wow great job, very descriptive, gave lots of real life examples on how to problem solve, this video was well made. I’m starting front desk so I’ve been seeking videos to see what it’s like and how I can deal with certain situations/what it’s actually like in a hotel. Glad I stumbled upon this. Most of the other videos I was finding were bad acting and basically didn’t take it seriously. Again, thank you for the video!
his hunching over the desk would annoy me royally. Whats with the screen in the desk. Awful set up.
Ask for ID first, then explain incidentals before asking for security payments. Good job never saying the room number out loud, and I suggest mentioning floor level quietly. Ask Smith for ID before offering any comps, and I suggest a room inspection because anybody could say "bugs" are in there, but use discretion.
One thing you should never do is say "no problem" (near the end of the video) you are implying that there was a problem. Be sure to say you're very welcome.
What about.. "How u Doin?" or "sound's good"?
unless ur in Australia. practically no one says your welcome, no problem means that it was hardly- if at all, an issue
The best word to say is
"My pleasure ". Sounds waay much better. Otherwise he did pretty well
“My pleasure” sounds so cringy. I did notice in Australia everyone says “no worries”
Jessica Ebanks also, no dramas. How about it? xx
Jonathan is pretty good.
This is actually quite good.
Very helpful! funny though for the business client I say the same thing word for word!
I don't know that I'd label this as "great" customer service. It was good, and certainly adequate, but nothing stellar or out of the ordinary. Very low-energy front desk guy, no smiles, just the facts. Which, for me, would be perfectly okay. Efficiency and speed is all I need personally, but I'd distinguish between that and "great" service.
That was great.Good job
I’ve worked at the front desk for medium size ‘ economy hotel ‘ for about 9 months. This guy checked in and out the same guests. He is either having some really long work days or these people are having really short stays. The really short stays are rarely for anything good.
I’ve seen or heard guests who ranged from ordinary people to lunatics. I had a woman who demanded a full return because there were wrinkles in her pillowcase. I had a mental case who insisted that there were people standing outside his room while I was watching the security cameras and telling him that nobody was in the hallway. This guy called the police twice in about a 3 hour time period. After the second time, I told him to leave. We don’t want the police there at all for any reason. Last week, we had a woman who was arrested when she took a swing at the front desk lady that I relieved. I had to go to work about 2 hours early that night. She was extremely upset because the swimming pool hot tub didn’t heat up fast enough for her. She wanted 2 free nights and when the front desk attendant refused and asked her to leave. The guest supposedly called the police , the parent company headquarters and her lawyer in about a 10 minute time period. She started becoming extremely hostile when the front desk attendant wouldn’t call the GM at home. Eventually, that’s when the front desk asked her to leave and the guest took a swing at her. The front desk did call the police and this guest was arrested. This guest went to different type of hotel but this one isn’t exactly as comfortable as her last one.
Concur
this is pretty badass. helpful too!
the word is 'empathise'
I have 10 years working in the front office department
Great job Jonathan!
He is good I don’t think I can do that lol I’m hella nervous
Ano kaya to? Amp
Great thanks ☺️
That was great thanks
He was cute. I'd show him some customer service if ya know what I mean ;D
Hahaha
Awesome
Make them fill in a check in form
always welcome guest
don't say amounts or room rates out loud
never point
never say "no problem"
never say "I need" to a guest
say complimentary, instead of free
always use your name
offer help with bags, when possible, even if guest doesn't appear to have many bags
with room issues, always have someone escort guest up to new room
Lmao hell nahhh we aint changing your room we sending house keeping
nice one
I'm studying english language at 5th year intermediate, I didn't understand what did Ms Jacobs ask for???
Jorgelina Gomez two pillows
+Karolina Jarosz, Thank you! 😀👍
A handy
Are their chairs??
I came here for a school project-
Once I had a similar experience with a hotel I worked with that has this type of PC in the desk too. I just sat the fuck down and checked in my hotel guests. Always use both hands when taking and returning Guest's ID and Credit card.
Can you explain why you suggest using both hands?
First welcome the guest introduce your self
Estaria bueno q pongan el dialogo en english para poder cazar todo...😏
I thought he would talk in spanish for Teresa 🤔
Good film but a bit difficult to understand the diction and accents.
Poached is not a problem, an externship is not moonlighting. Never bring a lackluster employee to work. The customer cud be a Cosmopolitan in the making? Is this Ashton Kutcher [sp?] approved? #MargeSimpson is this your tree house???
I wonder what hyatt place this one is.
I think it's the Hyatt place off Kirkman roas
+Angie Laura i used to work at the hyatt place and the biggest complaint i had when working there was the fact that you had to bend over to check anybody in. do you know how painful it is to check anybody into the hyatt place?
Joseph Christina why couldn’t he sit down and do it? I’m curious. There’s a chair there.
No smile?
A few things are missing
good
Ask for a copy of their passport and Id card
pls change the tile((((( that is not "great"
pov: u came here for your module
If you are looking to hire a Receptionist then here are 3 must have qualities - getara.co/blog/looking-to-hire-a-receptionist-3-must-have-qualities/
Love the vid, but management needs to fix this guy's desk. It's so ergonomically incorrect that he's literally slouching near thigh level just to view his monitor.
They need to revamp his desk because if I was a customer or a tenant and I saw this, I'd be infuriated at their management.
Get him a proper high chair, desk, and adjust the height if need be. Is that too much to ask for?
Johnathan? Jonathan? Actor? I think so
don't walk while talking to a guest .. esp at first , when u don't even know who she is 😂👍
How’re doing? You talk like this with a mate , not a costumer.
Jonathan’s cute
He would make me feel comfortable. There's nothing worse than a poor check in experience since that's your first encounter.
ADNJ hes decent. he could be a bit more comfortable...hey how are you....im good what can i do for you?
and the guest?
oh that shes on vacation and he doesnt truly acknowledge.
its not bad but could be better
"ill need to see" is not great service.You say, "May I see some i.d" not I need.
Never say No problem.No problem is a double negative.Prefer you are very welcome or my pleasure instead.
Attitude this guys It's so bad
boy was I wrong. So sorry for that. If you know the person, you don't have to ask for an ID. I didn't hear him say the tier of honors that she is. No problem. How about they are on their way up right now. Why is that not in her profile? They should be in her room already. He really loves that no problem thing. Did any of the receive their bill under the door? Did they want to keep the payment on the C.C. that was on file?
This receptionist doesn't have any emphaty or great hospitality skill - in a hurry to get rid off the guests and not welcoming. This should be a demo about how to do poor job as a front desk clerk.
This is what I'd do
“No problem” ? That’s HORRIBLE verbiage Ofcourse it’s no problem because you’re checking them in. How about “My pleasure” “Absolutely”
lol be mad
With all due respect. this to me is the bare minimum of what "hospitality" should be. But the True experience comes with the personality, the eagerness to want to assist the guest, and the genuine recognition of reward members. also, no attempt to even try to enroll the guest who were staying extended for 15 days. wow. also, the guest was more excited to be there, than the agent was to have them. he made me feel awkward. NOW please don't get me wrong, I'm not trying to bash, or disrespect the guy. he didn't do a bad job, he just did minimum in my eyes.
tbh, my jaw dropped when I heard "Hilton".
I love the hospitality industry, and I'm proud to be in it everyday! I love our guest! I love the true meaning of Southern Hospitality!
[This is just my opinion, not subject to debate, or arguments]