Hotel receptionists welcome and register guests in hotels and other establishments that provide accommodation services.
They assign rooms, issue keys, provide information concerning the serviced provided, make room reservations, keep a record of room available for occupancy, present statements of charges to departing guests and receive payment (ILO, 2018).

RISK PROBABILITY BASED ON THE SEMINAL FREY AND OSBORNE STUDY

Professional Group characteristics and similar occupations

Client Information Workers

Client information workers provide or obtain information in person, by telephone or electronic means such as email in connection with making travel arrangements, describing the products or services of an organization, registering and greeting guests and visitors, making appointments, connecting telephone calls and collecting information from survey respondents or applicants for services (ILO, 2018).

  • Travel Consultants and Clerks
  • Contact Centre Information Clerks
  • Telephone Switchboard Operators
  • Hotel Receptionists
  • Inquiry Clerks
  • Receptionists (general)
  • Survey and Market Research Interviewers
  • Client Information Workers Not Elsewhere Classified

BACKGROUND INFORMATION​

Hotel receptionist activities has already been largely changed by internet and it has been for some years now that the largest part of accommodation reservations is done through online booking portals. Many hotels have booking and rooms managing programmes that are linked to web portals and thus it is easier and quicker to check availability. Also digital room keys are more common (BENBRIA , 2016).

On the other hand, no machine will ever substitute a warm welcoming smile. A human contact may make you feel home even if you are miles away. Hotel receptionists need to invest in training on interpersonal communication. A study by the International Journal of Contemporary Hospitality Management found that customers felt wary of the introduction of the new systems because they believed hide comfort cutting motives. However, if the clients perceived the changes as an augmented customer experience then there was no stigma and discomfort (Dataconomy, 2016)

CASE EXAMPLES

In Hilton McLean Hotel in Virginia, the visitors are introduced into the hotel by Connie, a little nice concierge robot. Connie is able to answer client’s questions regarding places to visit, to give directions and information of restaurants, parks, and local services.

Mario, the first humanoid robot of a European hotel presented at the Marriot Hotel in Ghent (Belgium), which takes care of check in, offers you an aperitif and gives you your room keys. Mario is able to communicate with the guest in 19 languages.

Angie, is self-service hologram receptionist to greet and help visitors in hotel and city council lobbies. Angie welcomes visitors, offers access to employees and serves as an always-on marketing and sales tool.

This virtual receptionist can be easily updated over the web, text or call by any of your employees with one touch, and speaks any language.

More and more hotels are integrating digital kiosks in the form of a tablet in their lobbies to allow for a more fluid guest experience. These are used as a central, interactive hub designed to provide a variety of services for hotel guests, such as check-ins, hotel material or information about local amenities that can be downloaded as a PDF file to a smartphone or tablet.

Categories: Skill Level 2