Chantal - Receptionist at BCN Zwolle
7:30: I start my day with a cup of coffee and walk down the reception. I turn on the computer, log on to the phones and turn on the information screen. I get the planning and worksheets for my colleagues and myself. I go through them so I am aware of particularities and which guests we are going to welcome today.
8:00: From this time our first guest will arrive. Mostly trainers, so they have plenty of time to prepare the course. I am working for a while now at BCN and because of this I remember lots of trainers and greet them by their last name. This makes them feel welcome and warmly received. I give them they key of the room and an envelope with lunch vouchers. They also receive a breakfast bag. So nice in the early morning!
8:30 – 10:00: The majority of the training courses will start between 8:30 and 10:00. This means it is getting busy at the reception. My colleague and I welcome our guests standing and with an open attitude behind the reception. We direct guest to the right floor and room, doing copy services and handle questions from our guests.
10:00: Time for a 10 minute break. I pass on details to my colleague who takes over at the reception. I get a piece of fruit, a cup of tea and join my colleagues to get some fresh air outside.
10:30: I notice that the mail is sorted and pick it up. I check it for invoices and important mail. We receive some copy requests and some phone calls. A student calls who is at the train station and cannot find the complex we are located. I am familiar with the area and am able to guide him to us.
11:30: Lunch break! We lunch before our guests have lunch. This way we know what is being served and we are well-informed to answer questions from guests during lunch.
12:00 – 13:00: The lunch starts for our guests. I stay in the restaurant to welcome our guest and wish them a nice meal. In this way my restaurant colleagues can focus, together with our chefs, to replenish the buffet and serve our guests. My other colleague performs the reception duties.
13:30: All guests have arrived at the restaurant and I return to the reception. I am already collecting all the details for the other shift and do some administration on the basis of the checklist. The phone rings and a colleague of the reservations department calls to inform us about a change in participants of a meeting in the evening. This gives us the time to add an extra table and chair in the room so that it is not affected.
15:00: Change of guerds! The colleauges of the day and evening shift will gather to discuss the details of the day and check the evening worksheets. This makes it possible to work in an excellent and effective way. I also let the evening shift know there is a trainer who has been welcomed at our venue for the first time and would like to receive a travel package.
15:30: My work day is over! It is nice taking good care of so many guests because of great communication with my colleagues. This is how we walk “The Extra Mile” and training becomes very effective.