Receptionist of the Year
Each year, AICR recognises high performing employees worldwide as they are nominated to be a candidate for the Receptionist of the year competition. It promotes awareness of the hard work that goes into the role and instils motivation within receptionists by recognising their vigour which increases overall front office team engagement.
This year’s competition will be even more special as the AICR New Zealand and Australia committees have decided to collaborate and create some much-needed excitement for our receptionists through the Hotel Championship.
Due to current restrictions and border closures, we have decided to proceed on a virtual format which will involve two parts for the candidates.
Part 1 – Film recording
We will have all candidates participate in the first round through a video recording, where candidates will need to complete a set of tasks and submit by the 24th October.
The judging panel will then evaluate and choose only five NZ candidates and five AU candidates to go through to the next round.
Part 2 – Live Zoom interviews
This will be held on the 9th of November and comprise of live interviews and virtual roleplay scenarios.
Judges will evaluate the performances, tally the scores, and elect the winners (1 x Australia and 1 x New Zealand), as well as the runners-up.
The two winners will represent their respective country (Australia or New Zealand) at the World’s Best Receptionist Competition (WBRC), held virtually from Baden-Baden, Germany in April 2022.
Candidates will be exchanging innovative ideas throughout their involvement in the competition and will be creating a stronger service culture and connection with like-minded people through a dedicated candidate’s hub platform.
Candidates are provided with the unique opportunity to interact with other front office professionals, to collaborate with other hotels, and to showcase their personal brand. Since becoming involved with AICR 10 years ago, I have had the privilege to observe the personal growth of our receptionists. Regardless of the outcome, participation in this competition has often assisted candidates in preparing for their future hotel leader roles, which is something we are so proud of.
Please join me in congratulating our 36 nominees that will be representing 10 cities across Australia and New Zealand with so many hotels participating this year – Grand Hyatt Melbourne, The Langham Melbourne, Sofitel Melbourne on Collins, Intercontinental Adelaide, Hilton Auckland, QT Auckland, The Grand by SkyCity Auckland and Hotel St Moritz Queenstown to name a few!
What a fantastic opportunity this will be for all our candidates to showcase their skills and passion for the industry. Please join us in congratulating our AICR AU & NZ finalists and we wish them all the very best.
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Receptionist of the Year Competition
Receptionist of the Year consists of various stages where you will pit your skills against other Receptionists from all over AICR Australia. The winner of this will go on to represent the AICR Australia at the international level in Warsaw in February 2020 and will also receive a further development course. The whole process runs from October to November 2019 and is as per the below stages:
A standard application form to be completed from each Country to include signature of the Front Office Manager (who must be an existing, fully paid AICR Member) and signature of the General Manager – to ensure authorisation and support.
At the time of the Selection Interview, must be a Receptionist (not Supervisor or Duty Manager) and available to participate in the full weekend of the competition, also the following year if the over all winner, including judging.
One page brief CV/personal profile of the Candidate to be forwarded with the application form in advance, to the International Committee Competition Organiser.
Minimum Panel of 5 Judges and AICR President/Treasurer as Chairperson.
1 Judge to be AICR Member
1 Judge to be a General Manager
1 Judge to be a Government representative
1 Judge to be from the media/tourism
1 Judge to be from HR or academia/training company
(first choice to be invited is a lecturer from International College of Hotel Management, Adelaide).
10 Marks – 5 mins max
One introduction question will be asked, based on themselves and the Hotel they work at e.g. to talk about themselves and their hotel.
Objective – to «relax and instill confidence».
40 Marks – 10 mins max
Four separate questions will be asked on a «technical/ product» basis, e.g. costs, profits, revenue, yield management, staffing level, structure, promotional ideas etc!
50 Marks (5 x 10) 15 mins max)
The main part of the judging is the practical/role-play (5 x 10) 15 mins max) described as a «typical shift at Reception, when one never knows what to expect next»!
The outline scenario brief is sent in advance to finalists to familiarize themselves – especially knowledge of the fictitious hotel and situation described. (Advice – it is in each Country’s interest to submit details of their candidate on time to allow correct period to prepare).
These 50 marks are broken down into 5 sections of 10 marks each:-
- 5 Marks – Conduct/confidence of dealing with scenario/body language.
- 5 Marks – Interpretation of Scenario.
- 10 Marks – Negotiation/Sales skills displayed.
- 10 Marks – Problem solving skills displayed.
- 10 Marks – Guest Relations/follow up.
- 5 Marks – Suitability as an Ambassador of AICR Australia to be the National Receptionist of the Year and suitability for representing Australia on the International stage for the David Campbell Trophy.
- 5 Marks – Combined actors score – how did the actors feel the situations were resolved as guests.
Post Role Play
The Candidate will be invited to return to sit in front of the Judges and is given the opportunity to discuss/explain/talk them through their actions of Role-Play.
Objective – clarity to judges, self confidence to exit their interview.
General Information for Reference
Each Candidate is required:
- To report to the Interview room 15 minutes prior to Interview
- Wear their hotel uniform
- Conduct Interview in English (should be considered when choosing the Candidate, to have a good command of English)
Results announced on the same day of the competition.
Each Candidate can request the opportunity for feedback from the Judges/organisers on the following morning.