Hotel Front Desk Workers' Top Grievances: Annoying Behaviors Guests Exhibit in Lobbies Over a Decade
In the bustling city of Hanoi, Vietnam, a woman with extensive experience in the hospitality industry shared insights into the challenges faced by hotel staff and the impact of guest behaviour. Having worked in hotels across Asia and Europe for over a decade, she spoke at a Little Boutique Hotel, offering a unique perspective on the intricacies of guest-staff interactions.
One of the most common annoyances for hotel staff is guests arriving hours before official check-in and demanding immediate access to a room, disregarding housekeeping schedules, maintenance checks, and the fact that other guests might not have checked out yet. This disregard for hotel routines can create unnecessary stress and workload for the staff.
Another common issue is guests bending the rules in their favour. Whether it's requesting extra amenities or special treatment, these exceptions to every rule can be draining for the staff.
Treating staff like servants instead of humans is the most draining part of the job, the speaker noted. Snapping fingers or whistling for attention is considered rude and dehumanizing, while hovering at the desk while the staff handle other guests can create a stressful atmosphere that slows the process.
However, the speaker also highlighted the power of kindness. Small acts, such as remembering a guest's name or asking how their day is going, can greatly improve the mood and energy of hotel staff. Awareness changes everything, and small acts such as smiling, waiting patiently in line, and cleaning up after oneself can have a ripple effect.
On the other hand, guests who refuse to make eye contact, never say please or thank you, or treat every interaction like a transaction with someone beneath them are particularly frustrating for hotel staff. Treating staff like human beings, not servants, can make a guest a better version of themselves.
Hospitality is emotional labor, and a small gesture of kindness from one guest can fuel hotel staff for hours. The speaker emphasized that kindness doesn't just matter, it multiplies.
Unfortunately, there are also guests who cause disruption by talking loudly on speakerphone in the lobby or treating the lobby like a personal office, spreading out work materials and causing discomfort to other guests. Leaving trash in the lobby is another common issue, forcing staff to scramble to clean while still handling other duties.
Despite the challenges, the woman remained optimistic, noting that guests who are patient, respectful, and kind make the job rewarding. She shared stories about human nature, particularly entitlement, patience, and respect, offering a thought-provoking narrative on the intricacies of guest-staff interactions in the hotels near me.
In conclusion, guest behaviour plays a significant role in the hospitality industry. Small acts of kindness can greatly improve the experience for both guests and staff, while disregard for hotel routines and disrespectful behaviour can create unnecessary stress and workload for the staff. By treating staff like human beings and being mindful of their surroundings, guests can contribute to a more enjoyable and efficient hotel near me experience for everyone involved.
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