Hotel Reception
Social & Personal ServicesThe hotel’s reception area is where guests receive their first impression through the arrival and check-in process. The role of the receptionist probably creates that first impression, where the quality of service, the intuitiveness of problem-solving make a difference in the guest experience, and their impression of the hotel.
Hotel Reception could be for you if you like:
- Communication Skills
- Diplomacy
- Situational Awareness
- Sense of Grooming & Hygiene
- Self Confidence
- Nature of Calmness
- Problem Solver
- Basic Etiquette and Mannerism
About Hotel Reception
A wide range of skillset is put to the test to handle guest requests and requirements at each stage if the guest cycle (Pre Arrival, Arrival, In-House, and Departure). Participants are tested on their interpersonal skills through the hotel reservation process (Pre Arrival) to test them on the competency in using the software to record guest details and rate management. Thereafter the check-in process (Arrival) where they will be put to the test on the protocols required for issuing of keys and allocation of rooms. Handling guest issues and complains (In-house) test participants on their ability to anticipate problems and resolve them quickly. Lastly, on the check-out procedures (Departure) on handling the different types of payments and the billing method for the various types of accounts and special requests by guests.
The Challenge
Competitors must be able to demonstrate competencies in the following areas based on provided SOPs:- Reservations Process
- Check-In Process
- Concierge Services
- Handling Guest Complaints/Issues (In the absence of Manager)
- Check-Out Process
Our Experts
Chief Expert
Sophia OsmanDirector of Rooms
PARKROYAL on Beach Road
Deputy Chief Expert
NadiaRooms Division Manager
PARKROYAL on Beach Road
Secretary
Libby Ang
Deputy Manager
School of Technology for the Arts, Media and Design
Republic Polytechnic
Ex-Officio
Ram PrakashProgramme Chair
Diploma in Restaurant and Culinary Operations
School of Hospitality
Republic Polytechnic
WorldSkills Singapore 2023 Competitors
Check out the participants competing in Hotel Reception this WorldSkills Singapore 2023.
