The ability to deal with emergencies is a special service skill and quality that front office attendants should have. Because guests come from all over the country or abroad, different living habits and different knowledge and accomplishment will have different performances.
Special circumstances such as theft, fire and out-of-control accounts will also occur in hotel operation. Only the front desk clerk has the ability to deal with these special problems properly. In any case, the receptionist should be calm and adopt flexible methods to deal with every special event.
The front desk clerk often meets all kinds of questions raised by the guests at work. These problems sometimes involve politics, economy, tourism, customs, culture and hotels. The receptionist can only provide accurate and true information to the guests with a wide range of knowledge and rich professional knowledge.
Everyone in the lobby should realize that the lobby is a "stage" of the hotel, and everyone is playing a specific role. In order to play this play well, the collective cooperation of employees is needed. When the receptionist is busy with reception or leaves her job due to special circumstances, other employees must be able to take her place in order to satisfy the guests, and never express personal opinions or dissatisfaction in her work, otherwise it will damage the image of the whole hotel.