Behind the Friendly Surface Lies Professionalism: Knowledge of Service, Handling Difficult Situations, Data Responsibility and a Role in House Security.
§Service quality
- 01Meet the guest with eye contact and friendly language
- 02Be solution-oriented rather than dismissive
- 03Keep your promises to the guest
- 04Be aware of the small details that make a difference
- 05Follow up so the guest doesn't have to ask for help
§Handling of complaints
Complaints are part of any service profession. Listen fully, avoid going on the defensive and focus on what you can do. Good handling can turn a dissatisfied guest into a loyal guest.
§Confidentiality and personal data
You get access to a lot of personal information about guests. It is your responsibility to handle it confidentially and use it only for what is necessary.
§Safety at home
Reception often plays a role in security. You must know the building's guidelines for emergencies, know how to call for help, and be able to maintain an overview if something goes wrong.
“Professionalism shows most clearly when there is pressure — not when everything goes smoothly.”