, DTM2601 Semester 1 - Assignment 03
DUE DATE: 4 April 2024
UNIQUE NUMBER: 250180
QUESTION 1
1.1 Explain the elements/factors that may influence the behaviour / public
perceptions of a receptionist working in the front office of The Silo Hotel. (10)
The elements/factors that may influence the behaviour and public perceptions of a
receptionist working in the front office of The Silo Hotel include:
- Reputation of the hotel: The receptionist's behaviour and interactions with guests will
influence the public's perception of the hotel. A positive reputation will enhance the guest
experience, while a negative reputation can have the opposite effect.
- Quality of service: The receptionist's ability to provide excellent customer service, handle
guest inquiries and complaints, and ensure a smooth check-in and check-out process will
impact how guests perceive the hotel.
- Appearance and demeanour: The receptionist's professional appearance, demeanour, and
communication skills can influence how guests perceive the hotel. A well-groomed, friendly,
and professional receptionist can create a positive impression.
- Knowledge and expertise: The receptionist's knowledge about the hotel, local attractions,
and amenities can enhance the guest experience and perception of the hotel.
- Efficiency and problem-solving skills: The receptionist's ability to efficiently handle guest
requests, resolve issues, and problem-solve can contribute to a positive perception of the
hotel.
- Cultural sensitivity: The receptionist's understanding and respect for cultural differences
and customs can influence how international guests perceive the hotel.
Overall, the behaviour and actions of the receptionist will play a significant role in shaping
public perceptions of The Silo Hotel.
1.2 The arrival of a guest at The Silo Hotel is a critical period for both the guests and the
establishment. It is at this time that the strongest impressions are made on the guests.
Guests usually arrive with preconceived ideas and expectations.
List the stages involved in the process of checking in new guest arrivals.
1. Greeting and welcoming the guests at the entrance or reception area
2. Collecting necessary information such as identification, contact details, and payment
information
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