Many would probably think that nice hotel rooms and a large breakfast buffet attract hotel guests back, but we believe that it's much more about good and unforgettable service. Therefore, the hotel industry needs to focus even more on good service, preferably in the form of more skilled receptionists. KOMPAS Hotel Aalborg has just taken on a new receptionist apprentice and wants even more people in the industry to do the same.Â
With approximately 1,000 hotels, inns and conference centres in Denmark and 18,700 people employed in the hospitality industry, according to Statistics Denmark, as of 1 October 2019, there were only 231 receptionist trainees in Denmark. Although this is a large percentage increase from just 133 trainees back in 2010, on average, only one in four hotels, inns or conference centres has a trainee receptionist in training.
Dream come true
The Aalborg hotel, KOMPAS Hotel Aalborg, wants to change this, both to future-proof the hotel's knowledge and service level, but also to contribute to the government's growth targets for tourism in Denmark, where we need to grow by a third in overnight stays by 2025 and focus on providing the best service.
That's why they've just hired a new receptionist trainee at the hotel, Sarah Kofod Nielsen, and for her it's a dream come true:
- Ever since I had my confirmation in a hotel back in 7th grade, I've found the hotel industry really exciting. It appeals to me because I want to help people and enjoy providing good service. I researched the possibilities in hotel programmes and I chose receptionist..
A master teaches a master
Receptionist training lasts a total of two and a half years and requires an apprenticeship with a master, so only a trained receptionist can train a new receptionist. The basic training programme lasts 20 weeks, while the trainee is at the apprenticeship site for two years. At KOMPAS Hotel Aalborg, Reception Manager Brian Kobbersmed is the master for the hotel's new receptionist trainee. He himself graduated in 2015 and is looking forward to passing on his knowledge to the next generation:
- When we take on a trainee, we help shape and mould the employee to the house here, while bringing fresh eyes to our usual routines. With a skilled receptionist, you get a different quality and an employee with a much deeper insight into the structure and practices of the industry.
More skilled labour means better service
He believes that if Denmark is to remain a tourist destination, it is important to train more skilled workers to raise the standard of guest service in the industry. But even though the student curve is rising, there are still far too few hotels taking responsibility for the skilled receptionists of the future:
- Many people opt out of taking on trainees because it requires too many resources. It's easier and cheaper to bring in an unskilled worker and give them a month of training than to spend two years developing a good receptionist. But I believe we owe it to the industry and our guests to have properly trained employees who are the foundation of the service we provide.
Presence is good service
Back behind the desk, the new receptionist trainee is looking forward to learning a lot of new things:
- It's exciting to be part of this specific hotel, which stands out in the crowd because it's non-profit. I'm also looking forward to getting to know our guests, especially those who stay here often. It signals presence, which to me is at the heart of good service, concludes Sarah Kofod Nielsen.