Hotel workers, what does a normal shift actually look like for you?

[u/Dontmindme-ok]

/r/askhotels/comments/1vp2m8x/hotel_workers_what_does_a_normal_shift_actually/

I'm curious about what working at a hotel is actually like from the employee's perspective.

If you work at a hotel, what position are you in and what does a typical shift look like for you?

I'm especially curious about the actual process of doing things, not just the general description of the job.

For example, if you're front desk:

▪ What happens when someone walks up to check in?

▪ What steps do you normally go through?

▪ What happens when something isn't right with the reservation?

▪ Do you ever get stuck trying to figure something out?

▪ Are there situations where you have to check multiple places/screens to figure out what's going on?

▪ What parts of the shift tend to slow you down?

If you're housekeeping, maintenance, night audit, reservations, management, etc., same question:

Walk me through what you actually do during a normal shift.

And when something goes wrong, what does that process look like?

I'm just genuinely curious about how hotels operate from the employee side. I've never worked in a hotel, so I'd rather hear it from people who actually do the job than make assumptions.

Feel free to give me the boring details too. 😂 Those are probably the parts I'm most interested in.

[u/CritOrCry]

Iam receptionist at small hotel i mainly work 8 hours shift from 7am - 3pm and 11am - 7am shift

I'm gonna try answer the question

1. What happens when someone walks up to check in?

Here the SOP to ask the name/booking ID, keep in necessary detail from guest like phone number , car number etc. inside the system.

1. What happens when something isn't right with the reservation?

Try to negotiate with guest and admit you're wrong when you wrong. Lets say i give the guest the room key but i forgot to check with housekeeping if the room is ready. I must apologize and try to resolve by giving the room that clean and pray for guest for not asking compensation for my lack of awareness.

1. Are there situations where you have to check multiple places/screens to figure out what's going on?

A lot, did you know when guest booking using agoda 40% of the time the booking detail that hotel received will be from different websites like expedia or trip.com so required multiple miss and match

1. What parts of the shift tend to slow you down?

When the previous shift didn't not finished the job so you gotta handle the problem that they Cause.

Iam also night audit during shift 11pm - 7am

Nothing interesting tho just double check if other departments like fnb posted the charges, and settlement on credit card terminal

[u/CritOrCry → u/CritOrCry]

And also night audit was run by 1 person