A hotel has an organisational structure where the tasks and duties needed to run operations are allocated to various departments. The individual departments are responsible for performing their (designated) tasks on a daily basis, thus contributing to the successful running of the hotel as a whole. The number of departments and staff working in them are determined by the size of the hotel (e.g. 200 rooms vs 1,000 rooms), the category of hotel (e.g. 2 star vs 5 star) and the type of clientele (e.g. corporate business, leisure travellers, group business). However, no department can operate alone. Regardless of how large or small the hotel, the departments are all linked together like a chain, without beginning or end. They are interdependent, with the various tasks merging to produce the whole – a fully operational hotel. It is to this fully operational hotel that guests come – be it to stay, attend conferences, have drinks, afternoon tea or dinner. There are also many other reasons for stepping through the front doors of a hotel. The hotel reception plays a key role in a guest’s overall experience of a hotel, as it is generally where the guest first encounters a member of staff upon arrival. It is the receptionist’s job to welcome the guest, ascertain what the guest requires and assist them accordingly. The receptionist’s welcome, appearance and overall demeanour are critical in shaping the guest’s first impression of the hotel. It is difficult to forget a poor welcome, unkempt appearance or lack of enthusiasm. This initial perception of the hotel and its staff will remain with the guest for the duration of their stay. How many times have you gone into a shop and the shop assistant has been less than helpful, untidily dressed or not really interested in assisting you? There have undoubtedly been occasions when you have walked back out of a shop and taken your custom elsewhere. The same is true for a hotel – you must always treat every guest with courtesy, be willing to help in any way you can and, just as importantly, present a polished and professional appearance in line with the hotel’s dress standards (see appendix 6 for further details). This workbook will take you on a journey through a hotel reception and all the tasks that you will be required to carry out there.