A receptionist in today’s thriving business world is so much more than someone who answers the telephone. She or he is the first person that customers meet, so the impression she or he makes represents the entire business. Faced with new kinds of systemic risks, like COVID-19, receptionist must also perform more demanding tasks for risk mitigation and they are the first persons that face the customers. They must always become ready for what comes next and safeguard the company’s guests and staff, in particular having the knowledge, skills and competences to respond to their safety, comfort and accessibility requirements.
Fitch estimates that COVID-19 will cause a major drop in European hotels' occupancy and these will not recover until 2023. It is sure that when reopening comes, the demand for receptionists will raise. Taking into consideration the fact that many of the existing workforce was forced to select different career paths and the new challenges the recent pandemic revealed, the need for competent training will be apparent.