Boosting your hotel's front desk: 7 simple strategies

Running a boutique hotel or bed and breakfast? Your front desk is where the magic happens! It's the heart of your guest experience, so making sure it runs smoothly is key. Let's dive into some easy ways to level up your front desk game.

1. Pick the right people

Your front desk staff are the face of your hotel. Look for folks who are:

• Friendly and patient
• Tech-savvy
• Reliable and punctual

Remember, these are the people who'll be solving problems and making your guests feel at home. Choose wisely!

2. Use smart software

Give your team the tools they need to shine. A good property management system (PMS) can be a game-changer. Look for one that offers:

• Online booking
• Secure payments
• Rate management
• Reporting
• Automated emails

With the right software, your team can focus on what really matters to your guests!

3. Train, train, train

Investing in your staff pays off big time. Offer regular training on:

• Communication skills
• Problem-solving
• Your PMS and other tech

When your team feels valued and equipped, they'll provide better service. It's a win-win!

4. Create a daily game plan

A clear to-do list keeps everyone on track. It helps your team:

• Stay organized
• Maintain consistency
• Handle unexpected situations

Monique Greenwood, CEO of Akwaaba Bed and Breakfast Inns recently said:

“We try to have a standup meeting in the morning before we start the day, and I'm pulling out that task list looking at what it is, and I'm letting everyone know what the day looks like. I think it's important to prepare for the work ahead of you, no surprises”.

Don't forget to include weekly, monthly, and quarterly tasks too!

5. Get to know your guests

Personalization is the name of the game. Encourage your staff to:

• Review guest info before arrival
• Note special occasions
• Ask about the reason for their stay

These little touches can turn a good stay into a great one.

6. Become local experts

Your front desk team should be your guests' go-to source for local info. Help them become area experts by:

• Arranging local tours for staff
• Treating them to dinner at nearby restaurants
• Giving them time to explore local attractions

This is how Chris Kennedy from Inn on Main does it:

"Scheduling a whale watching trip, making reservations at a restaurant, having a bottle of Prosecco in a room. Those kinds of things. Or, that's the easy stuff to me."

When your team speaks from experience, guests will trust their recommendations.

7. Listen and improve

Your guests' feedback is gold. Use it to:

• Identify patterns
• Make necessary changes
• Show guests you're listening

Constantly improving based on feedback keeps your hotel at the top of its game.

By focusing on these areas, you'll create a front desk experience that wows your guests and keeps them coming back for more. Remember, a great front desk isn't just about checking people in, it's about creating memorable experiences that start the moment your guests walk through the door.