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How to be a Hotel Receptionist by Matt Shiells-Jones (Paperback, 2012)

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Drawing on over 15 years of experience in customer service and hotel management, this book provides practical advice, real-life examples, and useful scenarios for handling every situation at the hotel reception. Includes top tips for managing guests, complaint handling, and improving your skills both at the front desk and over the phone. Ideal for both beginners and experienced staff or managers.

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This book is designed for anyone who works front of house in a hotel, from porters to managers and beyond and is an indispensable read that covers almost everything you could encounter; from complaint handling and telephone call skills through to dealing with overbooking and room allocations. Comprehensive, yet easy to read and conversational in tone, this book provides a great addition to any in-house training. It contains one of the most comprehensive sections on complaint handling, both in writing and face to face along with guidelines on best practice, sample scenarios and questions to make you think, making this a fantastic read to help you get to grips with the reception and front of house role. This book covers a vast array of matters and is suitable for both floor-level staff and managers