Reception

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Reception

Reception is the first and the last face of the hotel. For receptionists, front desk managers and front office teams, this collection provides the keys to a warm, rigorous and commercially minded welcome, from check-in to check-out, including when the unexpected happens.

58 min

of viewing

modules

tutorials

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The expert

Gaëlle Macé · Operations management specialist

Operational excellence, as close to the field as it gets

With a Master's degree in international hospitality management, Gaëlle built her career within major hotel groups across several continents. Front desk manager, quality auditor then operations manager, she now supports teams with expertise forged in operations.

The modules in this collection

15 tutorials · 55 min

Operational techniques at the front desk

From arrival to departure, every moment at the front desk shapes the memory of the stay. Check-in, upselling, room not ready, billing error, overbooking: 15 everyday situations and the right reflexes to handle them professionally.

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The importance of the receptionist role and the right attitudes to adopt
3 min 24
Tips for properly preparing guest arrivals
3 min 31
Tips for using digital tools
4 min 02
Tips for a warm and efficient check-in
3 min 10
Tips for encouraging sales
3 min 10
Handling a guest arrival when the room is not ready
3 min 05
Escorting and presenting the room to the guest
3 min 15
Knowing and anticipating guest needs
2 min 41
Conducting a warm and efficient check-out
3 min 04
Turning a negative situation into a positive experience
4 min 08
Handling a billing error at check-out
5 min 03
How to maximise the benefits of a satisfied guest
2 min 22
The importance of communication at the front desk
4 min 26
Security, a central role for the front desk
4 min 19
Tips for handling overbooking and relocations
4 min 56
Quiz

1 tutorial · 3 min

Front desk management

A few minutes are enough to align the team before the arrival rush. Learn to run a clear, effective briefing, with a ready-to-use sheet to prepare your team.

Toolbox: Briefing sheet - Front desk

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Running a team briefing at the front desk
2 min 46
Quiz

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Gaëlle Macé · Operations management specialist

The modules in this collection

Operational techniques at the front desk

Front desk management

Train your teams with this collection

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