Are all rooms ready for occupancy?
How do 111 guests fit in a dining room with 70 chairs?
Does the group want coffee in the conference room?
Who makes sure that broken glass disappears, and how does the towel hook get back on the wall?
All these questions converge in one place: at the reception desk. From here, the responsible departments are informed and solutions are organised.
Behind the reception area at the International Conference Centre Karimu is the back office. Sara Civitavecchia and Rebecca Wagener work there. Together with Katja Tempels, they take care of guests' concerns by phone and in person.
Everything comes together at the reception team: individual day guests check in here, as do entire groups arriving for several nights. The daily routine of the receptionists is shaped by bookings, invoices and many positive encounters. At the same time, they maintain close contact with all areas of the conference centre. This means that wishes and problems quickly reach the place where they can be resolved: housekeeping, caretaker, kitchen and on-call service.
Rebecca recalls a particularly extraordinary day:
"Once, more than 100 guests checked in at the same time – and I was alone at the reception desk. Normally guests arrive one by one, but on that day a large group suddenly appeared in the lobby. That doesn't stress me out, it's part of our job. We then kindly explain to the guests that we will serve everyone one at a time and ask them to make themselves comfortable in the meantime, for example in the cafeteria."
Previously, Rebecca worked as a branch manager at a discount store:
"There, every minute was scheduled. Working here is completely different – there are challenges, but no stress."
Sara also finds her work demanding, but not burdensome:
"I know real stress from my previous work as a medical assistant in a clinic. There, patients were continuously present from morning to evening who needed to be examined. On some days you could barely catch your breath. Everything is different here."
Katja is particularly pleased about the introduction of the new software: "The old system often caused problems, which was very stressful. What I especially like about my job here are the wonderful encounters with people."
The reception team is available to guests Monday to Friday between 7 a.m. and 7 p.m. and on weekends from 8 a.m. to 12 p.m.
Individual guests often book at short notice, particularly via booking platforms such as Booking.com or Expedia. Outside reception hours, an on-call service is available at night and on weekends for emergencies, such as problems with room access or urgent requests for assistance.
This effort pays off: many groups are so satisfied that a new booking enquiry for the following year arrives within just a few days.
"My greatest joy is when guests tell us at the end that they were completely satisfied," says Rebecca. "Then I know that all departments have worked well together."
Sara recounts an encounter that has stayed with her particularly vividly:
"A guest had several job interviews in the area. He told us that he slept so peacefully and restfully with us that he was able to go to his appointments in the morning feeling relaxed. He is now in his probationary period and continues to stay here the whole week until, after the probationary period ends, he can plan his move to the Siegerland with his family."
Author
Ramona Eibach, Press Officer of Wycliffe Germany