Getting in trouble for asking questions at my new job...

[smellycatsmellycats]

So I started a new job at hotel reception (have posted before )
I have had no training at all
And feel like I no nothing
My first shift was with another receptionist and she was that busy I didn't learn anything.

Anyway yesterday I was with the owner as he was on reception with me
I had a list of questions to ask him
Do we offer early /late check in and is there a fee?
If a guest needs anything like more towels etc do we take them to room or do they come to reception ?
Is there a maintenance man and what time does he work if any issues with room

What's protocol with unhappy customer and room
Do we move rooms or offer upgrade
Can we book meals in hotel for guest or do they book themselves
Etc etc

I could tell he was annoyed me asking all of this
Next week I'm on reception by myself so surely it's stuff I need to know?
Was I wrong to ask ?

OP, with kindness, you have been told to look for a new job ASAP. This place sounds a mess and you seem to be getting more and more anxious about it all.

Do they have a process manual anywhere? Or is this a very small business?

Ah.

I have already started applying for jobs but in the mean time I don't want to give guests wrong or inaccurate info
I would rather know things to get it right
It's a 50 ish bedroom independent hotel

If he’s the owner he might not have seen that as his role. Question to the owner should have been “I’m on reception alone next week and I’m nervous as I haven’t had training yet. So and so was too busy last shift to talk to me. Who will train me as I have all these unanswered questions?”

He sounds completely useless for not proactively arranging this for a new member of staff but it is what it is.

Agree, leave. Sounds a mess

Easier said than done if OP needs this job while she finds another :)

OP you’re not wrong to ask the questions, it sounds a shambles - have you asked when you will get some dedicated training time with someone not on shift so they have time to properly train you?

I've never worked in a hotel or any hospitality but:

Do we offer early /late check in and is there a fee? - is there an option for this on the system/till?
If a guest needs anything like more towels etc do we take them to room or do they come to reception ? - if you are on your own, then I'd assume you'd tell them that they will be in reception for them to collect. If someone else is there, ask them to take them up.
Is there a maintenance man and what time does he work if any issues with room - is there a maintenance button or extension number on the phone/system? Has anyone ever walked through with a tool box in their hand?

What's protocol with unhappy customer and room - if they are not happy then find out why and see what you can do to rectify - if there are no other rooms then I'd assume the boss needs to sign off on anything other than room changes.
Do we move rooms or offer upgrade Ditto.
Can we book meals in hotel for guest or do they book themselves are there room service options in the rooms? If not then leave it to them.

Do you have anything like a head receptionist or reception manager?

It’s really poor to not give you info. Is there a website for the hotel which may answer questions for guests? Failing this could you ask to look at an empty guest room (often there is a ‘bible of info’ for during the stay which may answer some questions you have.)

Working for groups must have been so much better as they were always scared of mystery callers and guests; answers were drummed into you at the earliest.

The last hotel 50 beds in a town centre I worked in before pandemic, we refused early check, did not stop people trying, we were fortunate we had a lobby room where the disgruntled guests could least drop their bags off. Weekends were always the worst.

For a hotel this size, there must be a food and beverage manager, housekeeping manager etc. Find out who they are and ask them, they should know 90% of these questions. If this hotel sells rooms on booking sites, check what it says online or their own website. Check their own website, for an email addy for customer complaints or customer enquiries. Refer callers to these email addresses if relevant. Remember you're not running the hotel on your own and won't be expected to know everything. Don't take any nonsense from customers, just say you're new, you're not sure and you'll find out for them. Take their contact details. Get back to them. If their stood in front of you, do the same. If it needs to be dealt with by the Manager, then get them to deal with it.