8-2 Two Hotel Staff Positions

Reading

(a): How to Work at the Front Desk of a Hotel

Working at the front desk of a hotel can be an excellent way to begin a career in hotel management. However, this can also be a very stressful and at times annoying job. With the right amount of patience and skills, this could be a job that leads to a very fulfilling career. Here is how to work front desk at a hotel.

Work on your typing skills. Most hotels will require you to have the ability to type so many words a minute. You can test your typing skills online on several websites. In order to work front desk at a hotel, you should be able to type somewhere between 60 and 80 words per minute. The exact number will depend on the hotel where you work.

Expand your computer skills. Most hotels have a specific software program used for checking in and billing guests. Chances are that you will not know how to use every tool of this program unless you've worked in a hotel before. However, you should be knowledgeable in both word processing programs and spreadsheet programs. The hotel you are interviewing with may even test you on your competency in these two programs. You won't have to perform large tasks with these programs but you should know the basics. If you've taken any classes regarding these two programs, you will be more than prepared to work at the front desk of a hotel.

Be able to multi-task. There will unquestionably come a time while working front desk at a hotel when you will have to perform a couple of tasks at the same time. For example, you may have to be on the phone while checking the computer to see if a room is available and then checking that person in. It's important that you can handle all of these tasks without making any mistakes.

Be personable yet confident during your interview. You need plenty of people skills to work front desk at a hotel. You will encounter a variety of people throughout your day and some will be difficult. It's important that you can be friendly with these people, all the while not giving in too much. If you can show these characteristics during the interview process, you will increase the likelihood of getting hired.

Have patience and lots of it. This is especially important if you are working at the front desk of an upscale hotel. Unfortunately, many of the guests at these establishments will believe that they are “better” than you (or at least that is how you will be treated). You obviously cannot raise your voice to these individuals. There are also people out there who are simply looking to get a deal on their hotel room. These people may decide to come up with “complaints” while checking out. It's important that you handle every situation carefully and with a good attitude. Working front desk at a hotel means that you are the face of the company to guests, even if only for a few minutes. You want the guests to always leave feeling that they received the best service possible so that they will return for another stay.

(b): What Does a Housekeeper Do?

Education and Training: On-the-job training
Salary: Median—$16,900 per year
Employment Outlook: Good
Definition and Nature of the Work:

Cleanliness is one of the most important features a hotel or motel can offer its guests. Housekeepers, also known as maids, are the staff members who perform cleaning duties in these establishments.

Housekeepers may be assigned specialized cleaning duties. For example, most hotels have laundry facilities for cleaning towels, linen, bedding, and workers' uniforms. Some housekeepers work only in the laundry area, washing, drying, and folding these items and then stocking the linen storage rooms.

Other housekeepers only clean guest rooms. An especially thorough cleaning is done after the occupants of a room check out. Using a large wheeling cart to hold supplies, guest room housekeepers bring clean linen, bedding, cleansers, and all other necessary cleaning equipment to the rooms. The housekeepers replace soiled linen and towels; restock soap, tissues, and drinking glasses; disinfect bathroom surfaces; dust and polish the furniture; remove all trash; vacuum the carpet; and wash any uncarpeted floors. Before leaving, they check to make sure that the room is spotless and ready for new guests. If housekeepers notice anything in a room that is not working properly, they report it to their supervisor, the executive housekeeper. They also send to the lost-and-found department any articles that previous guests may have left in the rooms when they checked out.

Aside from doing laundry and cleaning guest rooms, housekeepers replace light bulbs, wash windows, empty ashtrays, and clean hallways and stairs. Some housekeepers make sewing repairs or upholster furniture. Others work in lobbies, lounges, and conference and banquet rooms, where they clean carpets and move and set up furniture. In small hotels housekeepers usually perform several of these tasks.

Vocabulary

Listening