“A warm greeting is better than a feast” – this Vietnamese proverb always holds true, especially in the tourism and hospitality industry. First impressions are key, and the receptionist is the “face” of the entire resort. So, what are the “golden” skills to help you become an excellent receptionist, winning over even the most demanding guests? Let’s explore with SOFT SKILLS right now!
Have you ever walked into a resort and been impressed by the professionalism, radiant smile, and warm welcome of the receptionist? You would definitely want to return there again, wouldn’t you? Indeed, customer service skills in the hotel industry play an extremely important role, determining customer satisfaction and the reputation of the entire resort.
## Communication Skills: Building Bridges to Hearts
Ms. Nguyen Thu Thuy, HR Director at Flamingo Dai Lai Resort, once shared: “A good receptionist not only needs to be proficient in their profession but also must be a skillful communicator.” Indeed, communication skills are the top priority.
### Active Listening and Empathy:
Guests come to the resort with a myriad of desires and needs. Listening sincerely and understanding their expectations is how you show respect and professionalism. Don’t forget to use positive body language such as eye contact and smiles to create closeness and trust.
### Flexible Communication:
Each guest is a unique individual. Be sensitive to recognize the psychology and personality of each person to have appropriate responses. With older guests, be gentle and patient; with younger guests, be more dynamic and enthusiastic.
## Professional Skills: A Solid Foundation for Confidence
Besides soft skills, professional skills are indispensable.
### Product Knowledge:
Knowing each type of room, service, and amenity of the resort is mandatory. Be a “living dictionary” to be able to advise and answer all guest questions quickly and accurately.
### Foreign Language Proficiency:
In the era of globalization, foreign languages are keys that unlock many opportunities. Cultivate at least one common foreign language to confidently communicate with international tourists.
### Problem-Solving Skills:
In work, unexpected situations are inevitable. Stay calm and sharp to find optimal solutions, skillfully and professionally “turn the tide”.
## Professional Demeanor: Creating a Personal Touch
“Performance is temporary, class is permanent.” The receptionist is the face of the resort, so always maintain a professional and courteous image.
### Neat Appearance:
Clothing is the first message you send to guests. Choose polite, neat business attire suitable for the resort’s culture.
### Positive Attitude:
A smile is the most powerful “weapon”. Always maintain a friendly smile, a gentle attitude, and warmly welcome guests.
### Sense of Responsibility:
Always put responsibility first, completing all assigned tasks well. Your dedication and thoughtfulness will be a big “plus” in the eyes of guests.
## Continuous Learning and Development:
The tourism industry is constantly changing. Proactively cultivate knowledge and skills, update new trends to adapt and develop.
In addition to the above skills, don’t forget to practice more:
- Communication skills for children (applied when communicating with young guests)
- Skills of a good homeroom teacher (management and organizational skills)
- 7 life skills (flexible response in all situations)
Success is not natural; it is the result of constant effort. Practice every day to improve your skills and knowledge and become an excellent resort receptionist, contributing to creating memorable experiences for tourists!
Contact us immediately via hotline: 0372666666 or visit the address: 55 To Tien Thanh, Hanoi to be consulted and supported by a 24/7 customer care team.