The Underrated Power of Great Receptionists

Front desk mistakes are costing you revenue and repeat guests. Learn practical fixes in one conversation.
Emma Wunderink reveals how to train receptionists, boost upsells, and turn every lobby into a competitive advantage.
Guest: Emma Wunderink, hospitality consultant at Cohesive Consultancy, with leadership experience at Sofitel Legend de Grand Amsterdam and Waldorf Astoria Amsterdam.
- Build front desk teams that deliver consistent luxury service and increase upsell revenue.
- Train receptionists to convert local knowledge into authentic recommendations guests trust.
- Empower every department to act on small guest cues that drive retention and positive reviews.
- Use automation and AI to remove admin work so staff can focus on emotional connection.
Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.
Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality