Hotel Front Desk Agents You Shouldn't Hire | Front Desk Agent
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- เผยแพร่เมื่อ 15 มี.ค. 2021
- So what hotel front desk agents you shouldn't hire. A day in the life of a front desk agent is filled with fun and excitement. But hiring hotel front desk agents isn't always so fun. Everyone knows what they want, but the real trick is knowing what you don't want. So in this video we 3 types of front desk agents to avoid. Also as a Front Desk Agent you'll know what type of behavior to avoid. #hotelmanagement #frontdesk #hotelier
I got hired with no experience for a high end hotel lolol but I’m good with ppl so there’s that.
There's actually a YT video that someone uploaded, showing a woman at a front desk of a hotel in Las Vegas or some city like that. But the people who filmed her assumed she was on drugs. Well, she was actually doing such phenomenal work at her job, was being the most courteous, professional, efficient front desk agent I ever saw in my life, and so, it backfired on the people who uploaded the video. People in the comments section of the video were all saying how excellent she was, and how they wished that they had an agent like her when they went to a hotel to check in. And, on top of all that, some people knew who she was, as she had been at that hotel casino for years. And those people had nothing but wonderful things to say about her. Just an interesting story I thought I would share. Just because someone has a condition doesn't mean we should assume things about them. But yeah, best front desk agent I have seen.
I am a frequent traveler. Going to a hotel where the people have a bad attitude will put me off the brand so fast. When I check in I expect the people at the front desk to interact with me, answer any questions I have and look at me straight in the eye. If they barely talk and mumble I get really put off. And yes this has happened more than a couple of times.
It has happened where I was planning on staying several nights, but with the attitude the front desk had I would cancel the rest of my stay and go elsewhere.
And no I am not a high maintenance guest. But if I am paying $200 a night for a room I do expect to be greeted nicely and have a good experience. (Prices do differ depending on where I am staying of course)
I agree with totally
Hi Mr Jordan, it's Sara speaking, from Italy!
I watched this video on Linkedin, I totally agree with your 3 points. I worked as front desk agent and Front Office Manager Assistant for more than 10 years and these 3 aspects were fundamental when I used to train my staff.
Furthermore, the attitude to solve problems with patience and "fantasy", finding solutions that can really surprise the guest... and always smiling! This is something really rare to find, but when you meet someone who has it... they are the best!
Great video, thanks for sharing your tips!
Anytime Sara, thanks for watching and I am glad I am reaching people with like minds.
what would you say your ideal employee is?
Hello mam .
I,m looking for job can you help me
I have a hospitality experience
I was curious what you were going to say. I've been in this business A LONG time. I could probably write a book. I recently lost a job as a night auditor. I've decided I do NOT want to EVER stand on that side of a front desk again. I can give you many anecdotes. What's annoying is management's talking to you like you're 12 and acting like everything the guest says is 100% the truth. It's like we're playing charades. And as a night auditor, you're never there when the guest come back in the morning to complain. I'd love to hear what they have to say FIRSTHAND. As if they don't give many guests every incentive to bend the truth if not outright lie by giving out compensation like there's no tomorrow. I've come to the conclusion that many guests feels it's their obligation to complain. Social media has just made it worse. Let someone else face the guests at the front desk overnight!!!
This is something that the hotel industry has been working on. With self check in, you will see this change a lot.
I completely understand your frustrations! I've been in and out of hospitality for about 13 years. I've definitely worked on teams where management empowered the staff, we could do whatever we felt necessary to please the guests, within reason, and then I've worked for the hotels where no matter how many red flags I see, management didn't care what the staff did for the guest or what the guest may have said to us at one time, by time the guests got to management the whole story was misconstrued and out of whack. I know work at a property where management will tell the guest "Oh I completely understand. Let me talk to my agents, see what happened, let us find a solution together and we'll get right back to you." They will actually call us or text to say "hey what happened here. The guest says XYZ". When it was really ABC when they came to us. So I appreciate my management I have now. Just try another hotel but talk to the staff about how the management is and if they like it. That'll tell you alot.
You know what is a REALLY GREAT way of cultivating and motivating positive attitudes among Front Desk agents, Housekeepers, Maintenance, Cooks, Dish Washers, Waiters and all the rest of those workers????? Do you know????? Probably not, so I'll tell you.... BETTER PAY AND SUPPORT FROM MANAGEMENT!!! Yes indeed, that does WONDERS for employee morale. It's much easier to stand there and allow guests to degrade and disrespect you when you're making OVER $50,000 a year. People KNOW when they're working for someone who really cares about them as a person... And they move accordingly. A lot of these problems would be non-issues if the support was in place.
I agree, better pay would be great. But in our industry, an increase in pay means an increase in responsibility as well. They go hand and hand.
@@HotelGuestManagement ..... Yes, as in just about all industries.. And that's the typical response for upper level management.. But, it is not a justification for poverty level wages for entry level workers either.. It is especially no justification when you consider the fact that these are the workers that guests normally see and the ones who make the impressions and do the leg work that creates the guest experience.. Which in turn keeps the guests coming back and encourages new guests and grows business. Companies invest MILLIONS in training programs that teach employees how to smile and answer the phone.. but can only come up with pennies to pay workers. It's completely laughable... AND it explains why not only the hotel industry, but our country as a whole, is having such a hard time finding workers and why MANAGERS are having to try and fill in these gaps.. I'm not suggesting paying unrealistic wages. I'm saying, if you pay employees real livable wages, then a lot of the stuff you talk about in this video would be a non-issue.. Workers know when they have a good thing in their employer.. And trust me, they do not want to lose that. So they will work and do what's in the company's best interest IF IF IF, the company does what's in theirs... I worked in hospitality for 3 years.. at the front desk.. I saw a whole lot.... But, in the end, you get what you pay for. A lesson our country is learning now......Well, hopefully.
You need to Organize and Unionize. If you want respect. I did 20 years at a Major Resort Hotel on the Las Vegas Strip. I am now retired with a Teamster Pension. I made an excellent wage plus up sell commission and tips, when I retired the GSA wage was around 23.00 per hour. If hotels want employee retention, they need to be Union Friendly. Simple!
I'm taking notes. Great stuff bud.
Thanks, always happy to share
Just started working the front desk and this video is giving me some pointers
I have some more front desk videos coming soon.
I’m an Intercontinental Hotel Group IHG for short. Sometimes the boss isn’t always right, at times you have to go with your gut.
I agree
Been there, got yelled at anyway even when I was able to prove that I was right. This is especially true with problem guests - the boss only cares about filling rooms because he doesn't have to deal with the guests after, but I and several coworkers have developed keen sixth senses about problem guests and will turn away people that set off those instincts. He'll ask "why didn't you rent them a room?" and we'll tell him "they were going to cause more problems than they're worth." He'll then rent them a room next time they come in, and when they inevitably cause the exact problems we warned him about, he'll try to put it on us for not telling him...
nice video brother love this man
Thank you so much George, on this channel we keep it real.
Hello sir I'm trying to get a job as a hotel front desk agent/ receptionist and found this video haha, I'm glad I do not fit any of this behaviours but I liked seeing it from the other side's perspective, thanks and wish me luck :D!
Sure checkout indeed.com or hcarers.com they post hotel jobs there.
Well done.
Thanks Adam!
I have applied for hotel jobs off and on when I was younger but did not get the job. I would do better at applying today but have no sales, or cash handling, or hotel experience. However, I did work 7 years as a telephone operator. How can I get a job at a hotel with no experience in sales or cash handling but want to indicate for them to give me a shot.
I would focus on the experience you do have and reference that experience in your objective on your resume. 🙂
I don't agree with you, when I entered a big hotel to work which was my first job in hospitality, I always had low self-confidence but it helped me build myself and confidence, of course a big disappointment in this industry followed. People with low self-confidence have big dreams, the difference is the desire. I have seen people who are full of themselves, very stupid and uneducated, incapable of leading the sector, and they are in a position, so much for that.
Thank you for your feedback.
....Don’t hire anyone that can’t make eye contact with you.
I hear you on that one.
breasts can be distracting
I learnt a lot in this session
Thanks Candy, I am trying to get some more FD videos out to make training easier
What do you mean put them to laundry/housekeeping? If a personal choice what job they want to do. They better try other place
No matter where employees go, if they are losing the hotel money they won't be there long.
Once I had a lady college and she didn’t know maths to give back change from a 10£ is 2 tickets where 4£
Now that is too crazy. Lol
I've been working Front Desk for 5 years and have just been promoted to Front Desk Manager. This has been helpful information!
But I’ll never go back to holiday inn. Their front desk sucks.
😶🌫️
Are u sayin self esteem or self ecsteem? Lol
Low self esteem.
You're mispronouncing esteem. Good video overall.
I have a Jersey accent. Forget about it.
why can't you see that people who give are just being nice it dose not have to be about self esteem at all. theirs many reasons why for everything that you dont know about. I see you trying to demonize others
Their is nothing wrong with giving, everyone should give when it's their money, not the hotels money. The hotel shouldn't have to take a loss for someone else's act of kindness.
U make no sense 😂😂😂 if ur not supposed to give the guess there money back that's just the rules and if you it should be hotel policy the clerk she be following not low self esteem narcissist are real
2:17, who is this pretty white woman
Lol