Front Desk Training

I guess the best time to describe my training is after the program is over... I am finally going to tell you how training is specifically as a front desk cast member at the Grand Californian Hotel & Spa.

For a Front Desk Cast Member the training is a lot different from other roles. In total we have three weeks of training while other roles only have a couple of days. It first starts with in classroom training and then goes to on the job training for two weeks. During these three weeks I had a test on the different room types, two knowledge assessments, and one performance assessment.

The first day of training I was completely overwhelmed. I was so nervous since I had never worked at a hotel before and especially at a four diamond hotel. The next four days were in a classroom learning the system and all the little things that went with it. We learned how to check in/out, charge people, find rooms, and many other tasks.

In classroom training was a lot of fun but a lot of work. Each day we'd be in a classroom for eight hours starring at this ugly system and trying to figure out everything. It is a lot to take in and is key to realize that you will NOT know everything after these four days. You learn the basics so you are able to move on to on the job training. Luckily, I passed my knowledge assessment so it was on to on the job training!

For the next two weeks I had on the job training. I had a trainer who guided me through the two weeks and taught me everything I would be dealing with during my program. These two weeks were probably the most nerve racking. At the front desk, especially at the Grand, you deal with thousands of dollars a day. I mean our standard room can be anywhere from $400-$500 a night. So when I check people in or deal with a guest concern, I can be dealing with a lot of money. 

The first couple of days my trainer really eased me into the front desk. He'd let me use the program while he spoke the spiel or vice versa. The scariest part for me was actually interacting with guests. I was scared someone would be upset with something and I wouldn't know what to do. I put too much pressure on myself because obviously there were going to be some things I didn't know. Hello, I just started. These two weeks were just the right amount of time to really understand what I needed to know for my performance assessment. On the 10th day, I passed my performance assessment! I could finally rip that earning my ears sticker off of my name tag. I was finally on my own! I spread my wings and asked questions every second once I was alone. By the way, isn't my costume so fashionable? I felt like I was part of an Amish community.