Front Office, Concierge & Reservations Jobs.
Lodgestaff offers many front of house, concierge and reservations positions, in everything from hotels, lodges, resorts, guest houses and bed & breakfasts.
As part of the front of house team, you will ensure that the front desk offers a warm and friendly welcome and a speedy, efficient check-in and check-out. In many hotels, lodges and resorts, you may also be responsible for telephone sales.
The concierge is there to help the guests and be their point of information on the hotel, lodge or resort. As a concierge, you must be familiar with all the facilities and be able to answer any guest queries. Even more important, you must be the guests’ source of information on local travel, entertainment, restaurants, clubs and tourist attractions.
A reservationist’s job in a hotel, lodge or resort will involve dealing with guests over the phone. The main duties will include taking and inputting reservations, negotiating rates and “upselling”.
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Front of House: People who hold positions at The Front of House are commonly referred to as the “face” of the business, because they are the first people the guest comes into contact with.
Strong guest relations skills and a friendly nature are very important characteristics to have in a Front of House position as it involves constantly dealing with customers, both on a one-to-one basis and over the phone. You must enjoy dealing with the public and be comfortable meeting and dealing with people who are sometimes upset.
Concierge: A Concierge is someone who is friendly and has a customer-orientated attitude, as well as excellent communication skills and the capacity to juggle lots of different tasks at once. The Concierge must also have the ability and resourcefulness to cope with unexpected and sometimes bizarre requests from guests.
Reservations:As a reservationist, a good telephone manner is essential to handling reservations accurately and efficiently. Strong administrative skills and a sales orientated attitude are also required. Many hotels, lodges and resorts will use a central computer for reservations so computer skills are important.
More about Front of House, Concierge & Reservations jobs
Shift work, rota planning, dealing with emergencies and dealing with customers, when they come to the desk to complain, all make front of house positions both demanding and rewarding. Many hotel companies offer training programmes for reception staff to gain the specific skills they will require. These may include telephone skills and handling complaints.
The main duties of a concierge could include obtaining concert and theatre tickets, recommending places to eat, arranging airport pick-ups and other transport. Often concierges are also responsible for currency exchanges within the hotel. They will also be responsible for the supervision, training and career development of a team of concierge staff. These would be deputy concierges, baggage porters, doormen and night porters.
Selling is a key skill for a reservationist to have, as “upselling” involves persuading a guest to take a better, more expensive room, to stay longer or to eat in the hotel's restaurant.