Front Desk Agents: Creating Memorable Guest Experiences
Emma Christensen shares heartfelt stories and actionable strategies for empowering front desk agents, enhancing guest experiences, and fostering smoother communication between hotel teams.
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Episode Summary
In this episode of The Check-In by Actabl, host Olivia Messina sits down with Emma Christensen, Product Marketing Lead for Actabl Ops, to discuss strategies for empowering front desk agents and fostering exceptional guest experiences. With a career rooted in hospitality, Emma draws on her personal experiences as a front desk agent and front office manager to offer actionable advice for general managers.
Emma shares heartfelt anecdotes, including a story about a young girl inspired by her stay at the hotel and a guest who felt reassured during a life-changing job interview. These moments highlight the impact of creating personalized, memorable experiences for guests and how small gestures, like celebrating milestones or connecting with local culture, can make a big difference.
Emma emphasizes the importance of fostering a culture of celebration and connection among front desk teams, encouraging GMs to support their staff in making every guest interaction meaningful. She also touches on first impressions, noting how front desk agents can set the tone for a guest's stay by welcoming them warmly and taking a genuine interest in their stories.
In addition to guest experience, the conversation explores the operational side of hospitality. Emma advocates for tools like housekeeping software to streamline communication between departments, improve efficiency, and support team well-being. By reducing manual processes, hotels can enhance both guest satisfaction and employee morale. The episode concludes with Emma's advice for GMs to focus on creating a supportive environment for their teams, using tools and strategies that prioritize both guest and employee experiences.
Meet Emma
Emma Christensen is a hotelier at heart with a passion for true hospitality and the guest experience. She began her journey in the industry as a barista and bartender while studying music. Her love for the hotel environment led her to change her major to Hospitality. Since then, Emma has worked in various front-of-house roles, culminating in her position as the opening Front Office Manager at a hotel in Chattanooga, Tennessee, where she lives with her husband, David, and their dog, Yukon. Emma joined Alice in 2021 as a Customer Success Specialist, transitioned to the Revenue team as a Sales Engineer, and now serves as the Product Marketing Lead for Actabl’s Ops Solution.
