Real life stories from the front desk
by Geraldine Hinter
The
role of the hotel receptionist is often seen as a very glamorous job
that is viewed with envy by lower paid hotel workers, but the real
experiences on the front desk are often far from glamorous, a UniSA
study shows.
Tourism lecturer in the School of Management, Dr Gayathri (Gee) Wijesinghe conducted the study to gain first hand experiences of receptionists in the hospitality industry.
Dr Wijesinghe’s interest in the experiences of hotel receptionists stemmed from her work as a hotel receptionist in Sri Lanka, which she described as negative and very challenging.
"Previously little research had been done in this area and there appeared to be no real life stories that portrayed the experience of reception work in a scholarly way," Dr Wijesinghe said.
Dr Wijesinghe compiled a comprehensive record of hospitality reception work that included both positive and negative experiences. Study participants were asked to describe their feelings based on what customers said; the nature of the job and what was expected of them; as well as the kinds of meanings they made out of certain situations and how they responded to them.
"One of the important findings is the way in which the hospitality industry has commercialised femininity. By employing well-presented, young, attractive women as receptionists, the industry has implicitly sexualised the role of receptionists, exposing them to a risk of sexual harassment," Dr Wijesinghe said.
"The hospitality industry has a powerful influence in shaping the experiences of receptionists. Those on the front desk are always expected to be immaculately groomed and everything from how to dress - having the right lipstick, pantihose and makeup - to how to smile is covered in the standard operating procedures manual, which they are expected to adhere to in minute detail.
"Receptionists are asked to make personal connections with guests and are trained on how to respond. They are required to make eye contact, use the customer’s name, and greet guests in a bubbly, enthusiastic fashion using personalised formulae and to project, even exaggerate, positive emotions," Dr Wijesinghe said.
These requirements echoed Dr Wijesinghe’s experience as a receptionist.
"A stranger who walked into the hotel had to be greeted with the same enthusiasm that I would afford my best friend," she said.