October 2005

Antje began her career in Germany as a trainee receptionist back in 1985 – just four years before the fall of the Berlin Wall. She worked her way up within the German Hotel industry, until 1996 when she was appointed Reception Manger to her first Hotel; a small boutique hotel in London. Now she is the Front of House Manager of the 5* London Hilton on Park Lane, which was recently voted “Best Business Hotel in Western Europe” (Traveler Magazine 2004). This has 450 rooms, meeting facilities for 1500, a ballroom for 1200 and 3 acclaimed restaurants.

What is the set up where you are?
I am in charge of 85 staff in total.

What is the strangest thing anyone’s done in a hotel?
A flamboyant American guest called after check-out to say he’d forgotten his Rolex watch and a considerable amount of money. I asked if it was left in the safe, he replied ‘I don’t trust those things’ and so of course he’d gone for safety, by duck-taping it all to the back of one of the paintings in his suite.

What about some strange habits of the famous?
Many years ago in another Hotel, I had an urgent call from house keeping. I rushed up to the suite of one very famous aging rock star - where smoke was coming from under the door. When he opened, he couldn’t work out what all the fuss was about. He told me to ‘chill baby chill’ told me not to be worried - he was only ‘rustling up some ribs’ I was actually worried because there was no cooking facility in his room – but he’d combated this lack of provision by constructing a barbeque.

Who was that!??
Well that’s the problem, there are plenty of much stranger things, but unfortunately I can’t give names or details – it’s a trust thing – which you just can’t break. I must say though there is just no end to the craziness which you get to see.

How do you think reception services have changed over the years?
When I started my career we had a guest book to register our clients and keys to hand out –and that was it! Loyalty programs, credit cards or computers were not known. Now Hotels are not only a luxury break, but also a convenience when on business travel, and we have advanced technology on reception to support the changing market demands and to increase customer satisfaction and exceed expectations. But I feel one thing has not changed; to give an exceptionally good service to every client – is to listen to their needs and make them feel at home.

Do you think it’s difficult to become a supervisor or manager in reception?
In my time it was, but I feel it has changed. Especially in London, we have a high level of recruitment from abroad, and people are leaving after two years to go back home. This gives great chances of promotion for people who stick around.

What’s your advice for a receptionist who’s looking to get into a supervisory role?
Personal development. Do not wait for your manager to ask you which development you need. Show them you are interested in advancing by taking on extra responsibility, showing initiative, and asking for a personal succession plan. Attend all training available because not only do you learn about new subjects but you meet new colleagues and can learn from their experiences.

Why is your reception team the best?
Because we’re just one big happy family!

Ok now, where do you eat out?
Le Boudin Blanc in Mayfair, great atmosphere and food, the Oxo Tower for a fantastic view!