23 march and my 5th week in reception.....

By now i have learned that :

• recons are important
• when a manager gives you a task, make sure that one is completed before doing another.
• when booking activities, get all the details (name, number, house number, reservation number, time of activitiy)
• make hundred percent sure you tell the geust when their activity is. dubble booking is a drag :( 
• when an arriving geust reaches your desk, explain clearly that conservation is not returnable!!!
• key and breakage deposit is returnable..........
• check that the key number you give to the geust coinsides with their reservation.. running after a geust to give him the right key is exhuasting.
• when in the workplace and its getting stressful, just relax and treat all geust special. dont spin, forget to post payments and dubble book geust. handel every geust with grace until the last post.
• sometimes in reception there might be friction, because there are many people in such small space, remember that whatever you are feeling, they might be feeling too. take a body break and chill out. yelling and over reacting will solve nothing.
• have a mini (feedback) meeting at the end of each day and resolve the small problems, brain storm them and think of salutions together. that way you can avoid arguments or dissapointed co-workers.

So far so great......

What i have learned so far in reception.....

* Teamwork is key
*A smile can work wonders
*When addressing a kid, bend down to his/her level. your intimidating.
*Exceeding customer service pays off in the end.
*always stay calm when in front of guests. they don't like a confused, distressed, impatient, unsure receptionists.

* honesty is the best policy

*friends are valuable

sooo here is some of the other students.....

9 week certificate in Reception

at first everything was alien. we started this course on the busiest day of the week : Friday! on this day the staff didn't have time to teach us the procedures because they had their hands full with guests. we had to jump in and help without actually knowing what to do. this actually paid off, because we got familiar with the systems faster. trail and error. there wasn't time to be shy or unsure. in the following week, when it was more relaxed they thought us the finer details like key checks, how to prepare for guests and how to manage accounts.

the week after we practically started checking in guests and checking them out again. we did payments and settlements on accounts.we also did alot of bookings for activities and charges on accounts.  i found that i enjoyed talking to guests and making them feel welcome. dealing with guests is my favorite time of the day. the worst would probably be recons although they are extreemly important. i am over my shyness of guests.

in the third week i was in Sondela reservations office... although you never see a customer you speak to hundreds every day. iv developed a way of dealing with upset, unreasonable, angry, frustrated, annoyed and malisious customers. the trick is to never change your tone of voice, becuase customers can hear the diffrence. stay calm, profesional and be as friendly as possible. keep the smile on your face. iv also learned of RCI points and FUNSEEKERS points systems and their relations to resorts.

this was a very intresting week and enjoyed it, but missed interacting with guests in person.