Supervision in the hotel reception area

Summary

The reception supervision currently has a very important function within the hotel industry, the reception supervisor is responsible for the most important resources of a hotel, he is in charge of managing human, material and financial resources. The reception supervisor is responsible for coordinating the attention of the guest's needs, if supervision in a production company is important for the production of the product, in the hotel business good supervision is the only guarantee of making a guest satisfied. and come back, what is better that you recommend us with family and friends,Offering a fast and efficient check-in and check-out is undoubtedly one of the objectives of the reception management, so the reception supervisor has to be a highly qualified person in the area of service and personnel management, which keep motivated so that all efforts are focused on achieving the hotel's objectives, which "is to offer the highest quality services to satisfy the guest's needs."

Abstract

This document aims to give an overall view that the front desk supervision now days has a very important role within the hotel, the front desk supervisor is responsible for the most important resources of a hotel, He / she is responsible for the human resources, material and financial resources. The front desk supervisor is the person who coordinate all guest requests and needs, if the supervision in a manufacturing company is important for products process, in the hotel industry a qualified supervision is the only way to guarantee to have satisfied guest and make them to visit us again, and also guarantee to be recommended to their friends and family, provide a high level services at the check in and check out time is absolutely the main key of the front desk management,there for the front desk supervisor it needs to be a professional highly qualified in the area of service and personnel management, to keep them motivated all efforts are focused to achieve the hotel goals which is.. «to offer the highest quality of service in order to meet and fulfill our guest needs and satisfy them ».

Introduction

The hotel industry is undoubtedly one of the most profitable businesses today, therefore local and national businessmen and large hotel chains around the world are increasingly concerned about offering the highest quality services, the competitiveness of modern hotels forces hotel managers to place greater emphasis and care in the selection of their staff in supervisory positions.

The reception supervisor has a very important function within the organization, the reception supervisor is responsible for ensuring that the service received by the guest is according to the highest standards in the area of customer service. The reception supervisor is responsible for coordinating the attention of the guest's needs, if supervision in a production company is important for the production of the product, in the hotel business good supervision is the only guarantee of making a guest satisfied. and come back, what is better that you recommend us with family and friends,Offering a quick and efficient check-in and check-out is undoubtedly one of the objectives of the reception management, so the reception supervisor has to be a highly qualified person in the area of service and personnel management, who has the skills of being able to direct the staff to offer a high quality service that meets the needs of the guest.

Theoretical framework supervision

To talk about this topic, we need to talk and know a little more about the very concepts of what is supervision, leadership, motivation, from its etymology and its application in the workplace.

Supervision is the activity or set of activities that a person develops when supervising and / or directing the work of a group of people, in order to achieve their maximum efficiency and mutual satisfaction. It is, as Mª José Aguilar has defined, a “systematic process of control, monitoring, evaluation, orientation, advice and training; administrative and educational nature; carried out by a person in relation to others, over whom he has a certain authority within the organization; in order to achieve the improvement of staff performance, increase their competence and ensure the quality of services.

To supervise is to exercise inspection or surveillance over a task or work. In keeping with the meaning derived from the verbal structure of the word, supervise means “to look from above”, “to look from above” (from the Latin super, “above”). In other words, supervising refers to the act of observing or studying something with a global vision and at a certain distance.

Motivation, according to the Dictionary of the Royal Academy of the Spanish Language, is “the preparatory mental rehearsal of an action to encourage or encourage oneself to carry it out diligently”, and is related to the words motivate (having someone's spirit to proceed from a certain way) and motive (cause or reason that moves for something).

Benavides (2004) affirms that the word motivation derives from the Latin motus, what moves, that is, those internal and external factors that move the person to act in a certain way.

According to Garduño and Organista (2006), motivation is the force that energizes, directs and maintains human behavior. Montfort et al. (2005) propose motivation as a multi-causal, dynamic, internal process that is not directly observable, based on the knowledge of the causes for which people behave in one way or another and vary their response to the same situation.

Supervision or "inspection over" in our times, is one of the most important activities in the hotel sector if we want to raise the quality of our services to our guests. Kindness and courtesy are not enough to meet the needs of guests, in this sense the role of the supervisor plays a fundamental role in achieving the resort's objectives.

The reception supervisor represents the image of the resort in the eyes of the guest and it is his responsibility to coordinate and manage the human and technological resources that the company offers so that he can attend to the needs of the guests, the coordination of the activities of the staff of Reception and attention to guests' requirements is its main task, so it is important to maintain a very good relationship and communication with the other departments involved both in the operational and administrative area. The reception supervisor is the first contact between the guest and the other hotel management.

Development

The profile of the reception supervisor requires a certain degree of studies at the undergraduate level, since the position requires a person with a certain school preparation since their main job consists of directing a group of people towards the objectives set by the general management of the hotel or the same corporate address.

Effective supervision requires the application of the administrative process since without the application of this scientific method it is difficult to reach the objectives. Every supervisor requires planning, organizing, developing and controlling the activities of the personnel in charge, an effective supervisor requires a lot of leadership, a lot of charisma, a lot of skills in human relations, since he will not only have to work with the people in charge. You will have to interact with the other department heads to coordinate the requests of the guests, activities that must be carried out in an atmosphere of cordiality, kindness and open communication, always promoting a pleasant work environment.

The reception supervisor is a person who knows the guest service area well, due to his experience in the reception area in addition to having an excellent service attitude, experience in personnel management and leadership to guide the staff towards the achievement of objectives.

The reception supervisor must be a born motivator, a good communicator, a person who knows how to convey ideas and objectives with the most sensible clarity so that his people assimilate the ideas in a clear and precise way.

According to Newstrom (2007), motivation at work is the set of internal and external forces that make an employee choose a course of action and conduct himself in a certain way through the direction and focus of behavior, the level of effort contributed and persistence of behavior.

One of the important tasks of the reception supervisor is the ability to train and train its personnel in such a way that they can perform their functions in accordance with the standards, however the reception supervisor must ensure that the indications and instructions that he gives to its people are made with quality and professionalism.

Therefore, the supervisor must meet the following requirements:

Abilities

Ability to make decisions Personnel management Human relations management Excellent verbal and written communication Work under pressure Management of complaints and conflicts Negotiation skills Management of emotions

Knowledge

Operational (Planning, Organization, Direction and Control) Administrative, financial, material and human resource management Excellent management of Microsoft Office parcels, Operating systems specific to the area Claims and First Aid management Policies, standards and procedures of The organization Internal work regulations Management of groups Management of the organization's own values and guests.

Personality, Attitude and Ethical Values

Attitude of serviceLeadershipIntegralProactiveAnalyticDiscreteCreativePatientHonest

Additional Specifications

Availability of time Excellent presentation Team work Work by objectives Empathic Dynamic

Supervision in the reception area is transcendent in any hotel because it is the guest's first contact with the resort upon arrival, it is the center of attention of guest service during their stay, as well as the department that gives them farewell. to the guest on the day of departure. For this reason, the reception supervisor must plan the work of the receptionists every day and ensure that these are carried out based on what is planned, the supervision of guest service must be constant ensuring that all their requirements are met in time and form. The importance of reception supervision is also relevant for the management of the guest's consumption as well as the collection of the account before his departure,It should be noted that a misapplied charge or charge will undoubtedly affect a claim and / or complaint. In the hotel area, guest complaints currently greatly damage the prestige of the resort, currently this damage is much greater due to social networks, in the hotel service area a complaint has a great impact at the moment the traveler decides the hotel where you have to stay.

At present, hotel management when hiring supervisors requires individuals, capable with a high degree of productivity and competitiveness and who generate a highly motivating environment towards the people who direct or supervise to achieve the objectives.

Objectives of reception supervision

Increase the quality of guest service Increase the comments of satisfied guests Improve employee productivity Optimize the use of material, economic, technological and human resources that are in charge of them Achieve the goals set by the Management Develop Employee competencies based on training and education Foster a healthy and enjoyable work environment in the personnel under their charge Manage improvements and working conditions for their staff Meet all the needs of guests and employees Observe that the processes and procedures are in accordance with the standards established by the company.

The personality of the supervision in the reception area

The personality of the reception supervisor to motivate his people of course falls on the qualities that a leader has because the supervisor ultimately is, is a leader and is responsible for motivating his people to achieve objectives.

Supervision also has styles such as autocratic, democratic, participatory, situational, etc.

The reception supervisor requires to adopt the different styles of supervision since much will depend on the action or situation that he has to solve, for example, if an employee has not followed up on a guest request, of course he will take an autocratic style requesting It is carried out as soon as possible since it is about service, in other words, supervision requires many skills and styles of directing or leading since much will depend on the situation and the objective to which you want to reach.

conclusion

To conclude we can say that the supervision in the current hotel industry is one of the important functions in the operational area of a hotel, a good coordination of the reception supervision with all the hotel departments when attending the needs and requirements of the guests, will raise the quality of guest service that at the same time will influence the increase in positive guest comments.

A good planning in the reception area by the supervisor will allow to better organize the tasks of the staff under his charge and their own focused on the quality of the service. Ensuring that staff perform to company standards is clearly the responsibility of oversight.

Working as a team focusing all efforts towards achieving the objectives of the department and the company, is undoubtedly one of the most important functions of reception supervision.