Receptionist at Zululand Trees Lodge pleads for a printer
28. Oct, 2009
2 Comments
This profile feature highlights some of the difficulties that tourism employees encounter to effectively execute their daily duties. Two issues concerns me here, Lucky has been a receptionist for 5 years which surely means there is no room for career growth within Zululand Trees Lodge.
The reception area doesn’t have a printer, Lucky and his colleagues are forced to run to the main office to collect printouts, leaving guests unattended and also missing incoming calls from prospective guests. Surely management can buy the reception a printer (it’ll not dent the business bank balance) and avoid the unnecessary task of running around to get a printout.
Below is the interview feature for your interest…
Briefly introduce yourself, your age and educational background?
My name is Lucky Mthethwa from Hluhluwe Phumlani Township. I am 38 year old and matriculated at Kwa Giba High School in 1993.
How long have you been in your current position and what were you doing before that?
Have been in my current position as a receptionist for 5 years. Before this I worked for Thanda Private Game Reserve as a Junior Tracker and VIP Guests Transfers.
What attracted you to the hospitality industry?
Assisting and taking care of people, giving the best service to customers and guests is my game which I thought I’ll be a great player in the hospitality industry.
How many languages can you speak?
I speak 4 languages – Zulu, English, Xhosa & Swati
How do you deal with angry guests?
Quickly find out what makes the guest angry. Then try to resolve the matter professionally. If I can’t assist, I will notify a senior manager or the front office manager.
How many hours a day is your shift and do you sometimes work overtime?
8 hours, however I believe that in the hospitality industry you must sometimes go an extra mile for your guest, which some people call overtime.
Is there room for career growth within your department?
Hopefully
What don’t you like about your work?
When people phone from outside/head office, seeking to speak to management and the lines are busy. They are not prepared to leave a message, and then they start raising their voices at you.
How has the use of technology impacted on your daily duties?
It has had a positive impact and has made paper work less.
Given an opportunity to speak to the hotel CEO about your welfare at work, what would you like him/her to address?
I would like to ask him if we could have a printer at our reception desk. At the moment if we have to print the guest a tax invoice, we have to run to the main office to collect printout. That means we leave the guest alone. At the same time the phone could ring as well and I think it is bad service.
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My name is Muzi Mohale a full-time travel blogger, your host at Travelwires.com responsible for all editorial on this blog. I blog about the travel and tourism industry in Africa. Apart from blogging about tourism, I also run 
i fully understand your concern Lucky, as a dedicated reception you need to give your best to your guest, running to the main office really takes people time and not every one has that Patience. your management need to do something about the printer