Receptionist and room attendant


 1.Watch the video and comment on it.  

  1. What are the connections between your experience at Simon Hotel and what you watch on the video?

            Do you agree with that quotation? Justify.

“The Front Office and reception are often the first place your guests experience your hospitality. This is why it is essential in creating a great first impression and is often referred to as the ‘heart of the hotel’.

Receptionist’s duties

A hotel receptionist takes bookings, checks guests in and out of the hotel, allocates rooms and keys, and is the main point of contact between the guests and the staff.

 The Work

You could be:

-taking bookings and cancellations, usually by phone, email or face-to-face and recording the information on computer

-checking in guests, allocating rooms and handing over keys

-answering questions about hotel facilities and about local transport, places of interest and entertainment

-dealing with special requests, such as room service, taxi bookings or wake-up calls

-passing on messages to guests and taking mail for posting

-passing on any guests’ problems to the appropriate member of staff

-answering the phone, operating the switchboard and dealing with the email and mail

-checking out guests, adding up their bills and taking their credit, debit card or cash payments.


1.Watch the video and comment on it.


  1. What are the connections between your experience at Simon Hotel and what you watch on the video?

3. What do you think of bluefolkbird’s quotation?

Hotel Housekeeper

In addition to general housekeeping tasks the housekeeper duties in a hotel or similar environment will include:

-clean corridors, lobbies, stairways, elevators and lounges as well as guest rooms

-organize work schedule from the room status list, arrivals and departures

-distribute linen, towels and room supplies using wheeled carts or by hand

-restock room supplies such as drinking glasses, soaps, shampoos, writing supplies, mini bar

-replace dirty linens with clean items

-inspect and turn mattresses regularly

-store all dirty laundry in line with company policy

-monitor guest laundry bags

-replace laundry bags and slips

-check all appliances in rooms are in working order

-realign furniture and amenities according to prescribed layout

-respond to guest queries and requests

-respond to calls for housekeeping problems such as spills, broken glasses

-deliver any requested housekeeping items to guest rooms

-remove room service items

-organize and restock cart at the end of the shift

-ensure confidentiality and security of guest rooms

-follow all company safety and security procedures

-report any maintenance issues or safety hazards

-observe and report damage of hotel property

Key Competencies

  • attention to detail                                                   team work
  • customer focus                                                         integrity
  • reliability                                                                    honesty
  • listening skills                                                           high energy levels
  • adaptability                                                                planning and organizing





Room service attendants must have excellent people skills in order to communicate politely and professionally with guests and determine whether guests have everything they need during their hotel stay. They must pay attention to detail in order to deliver precisely what the guest has ordered. Attendants must take pride in their personal appearance and maintain the established uniform of the hotel. They also must be capable of standing or walking for long periods of time, as well as be able to push heavy carts.



Room service attendants in hotels of all sizes deliver food, drinks, silverware and condiments to guest rooms to fulfill guest orders. The room service attendant wheels the tray into the guest room with the guest’s approval, sets up the table, opens platters and identifies each portion. The attendant may check back later to remove the cart. Depending upon the size of the hotel, room service attendants also may be responsible for taking guest orders by phone. These servers must be familiar with the hotel menu to answer any guest questions, such as those concerning food allergies. Room service attendants also may deliver packages that arrive for a guest and take care of guests’ dry cleaning orders. When they are not delivering items to guest rooms, room service attendants may be responsible for stocking supplies for orders.