How to Be Hotel Lobby Attendant - Job Description, Skills, and Interview Questions

Jul 12, 2023 / 5 Minutes Read / By Albert

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The hotel lobby is the first point of contact for guests and is an important part of their overall experience. As such, having a professional, friendly, and attentive hotel lobby attendant is essential for providing a positive customer experience. When guests feel welcomed and valued, they are more likely to return to the hotel in the future and recommend it to others.

A well-trained hotel lobby attendant can also help guests find their way to their room, answer questions about amenities, and provide helpful information about local attractions. As a result, this can lead to increased customer satisfaction, better reviews, and higher levels of repeat business.

Steps How to Become

Obtain a high school diploma or GED. Most employers prefer candidates who possess at least a high school diploma or its equivalent. Some hospitality programs in high school can provide an initial introduction to the field.
Consider attending a hospitality program in college. Many colleges and universities offer hospitality programs, which can provide more in-depth knowledge of the field.
Apply for an entry-level position at a hotel. Many hotels have an opening for a hotel lobby attendant. Look for job postings online or contact local hotels directly to inquire about openings.
Complete the hotels hiring process. The hotels hiring process may include a written application, skills test, and/or an in-person interview.
Receive on-the-job training from the hotel. Once hired, the hotel will provide training on the job duties and responsibilities of a hotel lobby attendant.
Become familiar with hotel policies and procedures. Hotel lobby attendants must be familiar with the hotels policies and procedures, such as how to check in guests, handle complaints, and resolve conflicts.
Develop customer service skills. Hotel lobby attendants must be able to interact with guests in a friendly and professional manner at all times.
Stay up to date on industry trends. Hotel lobby attendants should stay informed on industry trends and changes to ensure they are providing the best service possible to guests.

Staying ahead and capable requires dedication and hard work. One must be willing to go the extra mile and devote time and effort to the task at hand. Good time management skills are essential to staying organized and productive.

Developing a system of organization that works for you and sticking to it can help you stay on top of your tasks. staying informed on the latest trends and developments in the industry can help you stay ahead of the curve and ensure that you are capable of performing your duties. Finally, maintaining a positive attitude and never giving up can help you stay productive, motivated, and capable.

With the right combination of dedication and hard work, you can stay ahead and capable in any profession.

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Job Description

Greet visitors, answer inquiries, and provide directions as needed.
Monitor and maintain lobby security, including monitoring visitors and responding to suspicious activity.
Ensure the lobby is clean and organized, including tidying up furniture, vacuuming carpets, and other cleaning tasks as needed.
Restock supplies in the lobby area, such as brochures, newspapers, and other amenities.
Answer phone calls and direct them to the appropriate personnel.
Assist with luggage for incoming and departing guests.
Operate the hotels switchboard system to make and receive calls.
Process payments from guests for services rendered.
Provide information to guests about hotel services and amenities.
Assist with special requests from guests, such as booking restaurants or making transportation arrangements.

Skills and Competencies to Have

Knowledge of hotel services and amenities
Excellent customer service skills
Ability to multitask
Ability to answer questions and resolve guest inquiries
Knowledge of proper etiquette and protocols
Proficiency in operating hotel systems and software
Ability to provide directions and recommendations to guests
Ability to manage multiple tasks with accuracy and efficiency
Ability to work independently and as part of a team
Knowledge of local attractions, restaurants, and other tourist destinations

Being a hotel lobby attendant requires a variety of skills, but one of the most important is customer service. A friendly and professional attitude is essential for making guests feel welcome and valued. Good communication is also important in order to answer any questions and provide helpful information about the hotel and local area.

Being organized and having a good eye for details is also necessary for making sure that check-in and check-out processes go smoothly. having a good understanding of the hotel's services and amenities is key for helping guests find the best fit for their stay. All of these skills together contribute to a positive customer experience, which can lead to increased customer satisfaction, improved customer loyalty, and ultimately more business for the hotel.

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Frequent Interview Questions

What experience do you have working in a hotel lobby?
How would you handle a situation where a guest is unhappy with their room?
What do you know about the hotel's policies and procedures?
Describe a time when you provided excellent customer service.
What do you think are the most important skills for a lobby attendant?
How do you ensure that the hotel lobby is clean and presentable?
How would you handle a situation where a guest is not following the hotel's policy?
Describe a time when you had to be flexible and adapt to unexpected changes.
How do you handle difficult guests or situations?
Describe your experience with using a computer reservation system.

Common Tools in Industry

Vacuum Cleaner. A machine used to clean carpets and upholstery. (Eg: Hoover Pro Elite)
Broom and Dustpan. Used to sweep and collect dirt and debris. (Eg: Libman Lobby Broom and Dustpan)
Mop and Bucket. Used to clean floors. (Eg: O-Cedar EasyWring Microfiber Spin Mop)
Window Squeegee. Used to clean glass surfaces. (Eg: Ettore Rubber Window Squeegee)
Handheld Cleaning Tools. A variety of small tools used to clean hard-to-reach places or tight spaces. (Eg: Libman Precision Angle Broom)
All-Purpose Cleaner. A cleaning product used for general cleaning of surfaces. (Eg: Windex Multi-Surface Cleaner)
Disinfectant Spray. A cleaning product used to kill germs and bacteria. (Eg: Clorox Disinfecting Spray)
Carpet Cleaner. A cleaning product used to remove stains from carpets. (Eg: Resolve Carpet Cleaner)
Microfiber Cloths. A cloth material used to clean surfaces without scratching them. (Eg: Casabella Microfiber Cloths)
Upholstery Brush. A brush used to clean upholstered furniture surfaces. (Eg: Libman Upholstery Brush)

Professional Organizations to Know

American Hotel & Lodging Association (AHLA)
International Association of Professional Room Attendants (IAPRA)
National Association of Hotel & Lodging Professionals (NAHLP)
International Hotel & Lodging Educational Institute (IHLEI)
Hospitality Sales & Marketing Association International (HSMAI)
American Society of Travel Agents (ASTA)
National Restaurant Association (NRA)
International Association of Conference Centers (IACC)
American Resort & Hotel Association (ARHA)
American Society for Quality (ASQ)

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Common Important Terms

Front Desk Clerk. A front desk clerk is responsible for greeting visitors, responding to questions, and providing general information about the hotel or resort.
Concierge. A concierge is responsible for providing personalized service to hotel guests, such as making restaurant reservations, arranging transportation, and providing recommendations for local attractions.
Bellhop. A bellhop is responsible for delivering luggage and other items to guest rooms, as well as assisting guests with luggage storage and retrieval.
Housekeeping. Housekeeping staff is responsible for maintaining the cleanliness of guest rooms, public areas, and other hotel spaces.
Valet. A valet is responsible for parking and retrieving vehicles for guests, as well as providing vehicle services such as washing and fueling.

Frequently Asked Questions

What duties do hotel lobby attendants typically perform?

Hotel lobby attendants typically greet guests upon arrival, check-in guests, provide directions and assistance, answer inquiries, and answer the telephone.

How many hours do hotel lobby attendants typically work?

Hotel lobby attendants typically work 8-hour shifts, though hours may vary depending on the hotel's needs.

What qualifications do hotel lobby attendants need?

Hotel lobby attendants typically need excellent customer service skills, basic computer skills, knowledge of relevant hotel policies, and experience in the hospitality industry.

What is the average salary for a hotel lobby attendant?

According to PayScale, the average salary for a hotel lobby attendant is $11.19 per hour.

What are some common hazards for hotel lobby attendants?

Common hazards for hotel lobby attendants include back strain from standing for long periods of time, exposure to infectious diseases, and potential violence from unruly guests.