- analyze yourself
Strengths
1. Friendly and polite to all guests
- Greets guests with a smile.
- Says “Good morning” or “Good evening.”
- Uses polite words like “please” and “thank you.”
- Talks kindly to children and elderly guests.
- Makes guests feel comfortable.
2. Can handle many tasks at the same time
- Checks in guests while answering the phone.
- Writes emails while updating reservations.
- Gives room keys while helping guests with questions.
- Talks to guests while looking at the computer.
- Monitors arrivals and departures at the same time.
3. Good at solving problems quickly
- Finds a new room if the hotel is full.
- Fixes billing mistakes fast.
- Helps guests who lose keys.
- Arranges transport for guests quickly.
- Solves complaints about noise or service.
4. Stays calm under pressure
- Remains polite when many guests arrive.
- Does not raise voice with rude guests.
- Handles long queues without stress.
- Works steadily when busy.
- Maintains a clean and organized desk.
5. Knows hotel services and local area
- Explains hotel services clearly.
- Gives directions to tourist places.
- Recommends local activities.
- Knows the location of restaurants and shops.
- Suggests trusted tour guides or taxis.
6. Speaks clearly and communicates well
- Explains rules simply.
- Answers guest questions clearly.
- Uses simple words for foreign guests.
- Writes clear messages and notes.
- Listens carefully to guest requests.
7. Works well with other staff and departments
- Helps housekeeping when needed.
- Coordinates with maintenance for room problems.
- Shares information with other colleagues.
- Helps new staff learn procedures.
- Supports the team during busy hours.
8. Pays attention to guests’ needs
- Notices when a guest looks confused.
- Offers extra towels or blankets.
- Responds quickly to room service requests.
- Checks if VIP guests need special attention.
- Follows up on special requests.
9. Learns quickly and adapts to new situations
- Can use new computer programs fast.
- Learns new hotel rules quickly.
- Adapts to busy periods easily.
- Changes plans when guests arrive unexpectedly.
- Learns new guest requests and preferences.
10. Keeps desk and work area clean and organized
- Keeps papers and files tidy.
- Organizes keys and documents neatly.
- Wipes counters and phones regularly.
- Makes the front desk look professional.
- Keeps computers and printers clean and working.
Weaknesses
1. Gets stressed when very busy
- Feels nervous during many check-ins.
- Makes small mistakes under pressure.
- Answers phone slowly when busy.
- Forgets tasks during rush hours.
- Struggles to stay calm when the lobby is full.
2. Can be impatient with difficult guests
- Talks quickly to guests who ask many questions.
- Shows frustration when complaints are repeated.
- Avoids long discussions with rude guests.
- May respond curtly to demanding guests.
- Needs time to calm down after difficult situations.
3. Limited skills in foreign languages
- Cannot explain services to foreign guests well.
- Misunderstands requests in another language.
- Relies on translation apps.
- Cannot always answer international guest questions.
- Feels nervous speaking English or other languages.
4. Sometimes misses small details in bookings
- Forgets special bed requests.
- Makes mistakes in booking dates.
- Leaves extra services unchecked.
- Forgets to note VIP guests.
- Misses updates in the reservation system.
5. Hesitant to enforce rules or handle conflicts
- Avoids asking guests to follow rules.
- Lets small problems grow bigger.
- Waits for a manager to solve conflicts.
- Does not apply penalties quickly.
- Feels uncomfortable confronting rude guests.
6. Can forget to follow up on guest requests
- Leaves messages unanswered.
- Misses calling guests back.
- Does not check if services are done.
- Forgets to confirm bookings.
- Overlooks small guest needs.
7. Slow to learn new computer systems
- Needs extra time to log in.
- Forgets new software steps.
- Asks colleagues for help often.
- Makes mistakes entering data.
- Cannot quickly adapt to updates.
8. Can get tired after long shifts
- Becomes less attentive late in the day.
- Makes small errors when tired.
- Responds slower to requests.
- Feels stressed after many hours of work.
- Loses energy during busy periods.
9. Finds it hard to say “no” to guests
- Gives extra services even if not allowed.
- Accepts late check-outs without approval.
- Lets guests break hotel rules.
- Cannot refuse requests politely.
- Feels uncomfortable enforcing limits.
10. May rely too much on colleagues or managers
- Waits for help before making decisions.
- Asks for approval too often.
- Cannot solve small problems alone.
- Avoids responsibility for difficult tasks.
- Depends on others for guest complaints.
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A dialogue:
Scene: Hotel lobby in the morning. Guests are arriving, some checking in, some asking questions.
Staff (Anna): smiles “Good morning! Welcome to Sunshine Hotel. How can I help you today?”
Guest 1: “Hi, I have a reservation for Mr. Smith.”
Anna: “Of course, Mr. Smith. Please wait a moment while I check you in.” types on the computer while talking “I see your room is ready. Here are your keys, and breakfast is served from 7 to 10 a.m.”
Guest 1: “Thank you!”
Anna: notices an elderly guest looking confused nearby “Good morning, sir. Do you need some help with directions?”
Guest 2 (elderly): “Yes, please. How do I get to the city center?”
Anna: “You can take the hotel shuttle, or I can call a trusted taxi for you. The city center is about ten minutes from here.”
Guest 2: “Thank you very much!”
Phone rings.
Anna: picks up phone while finishing check-in “Good morning, Sunshine Hotel. How may I help you?” writes a note in the computer at the same time
Guest 3 (on phone): “I need a room tonight. Do you have any availability?”
Anna: “Let me check.” quickly searches reservations “We are almost full, but I found one room for you. May I book it for you?”
Guest 3: “Yes, please!”
Anna: types fast “Done! Your room is ready when you arrive. Please come to the front desk for your key.”
Guest 1: returns with a question “I think there is a mistake on my bill.”
Anna: calmly “No problem, let me check.” reviews bill carefully “I see it. I fixed it. Here is the correct bill. Thank you for your patience.”
Anna notices another guest waiting for a taxi.
“Excuse me, sir. I can call a taxi for you right now. It will arrive in five minutes.”
Guest 4: “Thank you, that is very helpful.”
Anna: wipes the desk while speaking to a colleague about a maintenance issue “Housekeeping, please check room 402. The air conditioning needs attention. Thank you!”
Guest 5 (child): shyly “Hi…”
Anna: “Hello there! Are you excited to stay with us? Here is a small welcome gift for you.” hands a small toy
Guest 5: smiles “Thank you!”
Anna (thinking to herself): “Okay, everything is organized, the desk is tidy, all guests are helped. Now time to finish emails and check for arrivals.”
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✅ Strengths demonstrated in this dialogue:
- Friendly and polite, makes guests feel comfortable.
- Handles multiple tasks (check-ins, phone calls, emails) at the same time.
- Solves problems quickly (billing, full rooms, taxi arrangements).
- Stays calm under pressure (many guests, busy lobby).
- Knows hotel services and local area (directions, breakfast, taxi).
- Speaks clearly and communicates well (simple explanations, listens).
- Works well with staff (housekeeping, maintenance).
- Pays attention to guests’ needs (elderly, children, VIPs).
- Learns and adapts (booking last-minute rooms, new requests).
- Keeps desk organized and professional.