Module 4 of 4

Problems & presentation

The desk under pressure, and the professionalism guests can see.

The desk is where problems land

Receptionist listens calmly to a guest reporting a room problem, taking a concise note.

Phrases to keepClick audio icon to listen

“Thank you for telling me — let me sort this out right away.”

Complaint opener: gratitude plus action

“I've noted everything for the next shift, so you won't need to explain again.”

The handover promise

Writing a handover note someone can act on

The next shift only knows what you write down. Compare:

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Weak: 'Room 312 complained about noise.'

Useful: '23:40, room 312 (Mr Silva) complained about loud music from 314. Called 314 at 23:45, they agreed to turn it down. Called 312 back at 00:05, he says it is quiet now. He checks out tomorrow at 8. Please ask him at check-out whether he slept well. Night manager informed.'

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Security at the desk: keys, room numbers and identity

Reception holds the keys to every room, so a few rules protect guests. These are standard practice in most hotels; always follow your own hotel's procedures.

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Room numbers: do not say a guest's room number out loud where others can hear. Write it on the key card sleeve, or show it, instead.

Callers and visitors: never tell a caller or a visitor which room a guest is in, or even confirm that a guest is staying. Offer to pass on a message, or to connect the call to the room without saying the number. 'I can put you through, or take a message.'

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Phrases to keepClick audio icon to listen

“I'm sorry, I can't share details about our guests. I'd be happy to take a message or put you through.”

Protecting guest privacy on the phone

“Of course. Could I see some ID so I can make you a new key?”

Replacement key with an identity check