book online check availability
offers and last-minute
find it right here subscribe to our newsletter
Tel. +39 0474 710 379 hotel@alpenblick.it
Early shift. Coffee first – “Coffee, definitely,” says Stefania, “especially in the morning.” Then things get going: the first guests check out, new ones arrive, the phone rings in between and emails start landing in the inbox. And sooner or later, almost without fail, comes the question of all questions: “What do you recommend for today?”
For you, reception is where your holiday begins and ends. For Stefania, Cristina and Emma, three of our receptionists, it’s a workplace that comes with a surprising number of very different jobs*. We asked the three of them a few questions and realised just how much goes on behind the desk – usually without much fuss.
Stefania comes from Comelico, just beyond the Monte Croce Pass. She has been with us since 2023, apart from a short break when she spent a year working as a travel designer for a tour operator. In 2026, Cristina from Treviso is already spending her fifth season at the Alpenblick. After tourism school, she made a very conscious decision to work in a hotel. And Emma from Venice is spending her first season with us that same year.
*All right, perhaps it isn’t quite 100 jobs. But it’s definitely five. And today, we’re introducing you to them.
Reservations, check-ins and check-outs, looking after guests and coordinating with the hotel’s other departments. Emma describes her day like this: mornings are all about departures and the first new arrivals, then come the many requests of the day, and finally everything is handed over to the next shift.
“On our busiest days, we handle dozens of calls and plenty of emails and requests – and we always keep the focus on direct contact with our guests.” – Emma
Cristina gets around 30 calls and emails per shift.
– Cristina
Stefania sums up her job in three words: people, organisation, surprises.
“People, because they’re at the heart of my work. Organisation, because every stay involves lots of little things that need coordinating. And surprises, because every day can bring something completely unexpected.” – Stefania
The best way to welcome guests? Cristina has a short answer: “With a smile.” And a warm welcome.
For Stefania, it all comes down to one word.
“Hospitality. For me, that sums it all up: it’s not just about checking someone in or handing them a key. It’s about making sure they feel welcome, heard and well looked after throughout their stay.” – Stefania
“What do you recommend for today?” is the question Stefania hears most often. And it’s the one she most enjoys answering: she likes finding out what kind of day guests have in mind and then coming up with something that suits them perfectly.
“First of all, listen carefully. I try to understand what guests enjoy and what they expect from their holiday. A family with children wants different things from a couple who love hiking.” – Stefania
Cristina takes a similar approach: she asks questions until she knows what someone is looking for. Her favourite destination is the Fiscalina Valley. Her advice for the day fits into one word: “Patience.” And if the weather or the difficulty of a tour could be an issue, she says so openly.
Most of Emma’s questions are about the day’s weather, trails and public transport. Cristina, on the other hand, is only asked about tomorrow’s weather “now and then”. On holiday, today is what counts. And when it comes to the Three Peaks, guests almost always want to know how the shuttle bus and parking work.
And Stefania’s insider tip?
“Not really a secret, but: set off early in the morning! The first few hours of the day have a very special atmosphere in the mountains, and the trails are often quieter. And before every tour, it’s worth quickly checking in at reception to ask about the latest conditions.” – Stefania
And the best part?
“It’s especially lovely when a guest comes back from a hike and tells you how great it was. Maybe they say, ‘You were right, that trail was fantastic!’ Then you know your tip played a small part in making their holiday special.” – Stefania
Sometimes, what happens at reception has nothing to do with rooms, trails or the weather. So why do guests choose to open up here?
“Maybe because we’re often the first port of call and guests see us as someone who’s there for them. Sometimes simply listening is enough. Guests are on holiday, but of course they bring their thoughts, worries and stories with them too.” – Stefania
For Cristina, the answer is simple: people want to be heard. She’s known for her empathy. And when is she more than “just” a receptionist? Whenever she can solve a problem. What does she do when the phone rings while someone is in the middle of telling her something?
And what do people most like chatting about at reception? Stefania is interested in your day and your plans: where you come from, what you’ve already seen and what you’d still like to discover. Cristina keeps it short: “The guests.”
And what if someone’s mood hits rock bottom?
“Sometimes a smile, a little joke or a good tip is enough. Sometimes you need to listen and simply let the guest talk. I always try to remember that what seems like a small problem to me can be very important to the guest at that moment.” – Stefania
Cristina doesn’t have one joke that always works. She doesn’t need one either: she always has a kind word ready and knows how to listen.
She also remembers a guest who wanted to leave. She made him a suggestion, gave him some time and, in the end, he stayed. And when there’s something to celebrate, she takes care of cakes and balloons.
Her best moment? When a guest leaves happy.
“Then you know you’ve helped make that time important and worthwhile for them.” – Cristina
Her favourite compliment came via Tripadvisor: someone called her a “perla rara” – a rare pearl. The funniest moments, meanwhile, tend to happen with returning guests.
That’s part of the job too. Guests usually come to Emma when the Wi-Fi refuses to cooperate or the TV in their room needs setting up. And that good old trick of switching a device off and on again? According to Cristina, it really does work. Most of the time, anyway.
And the numbers whizz? In the end, she’d still rather trust the calculator than do it all in her head.
One question remains: what would reception say about Cristina if it could talk? “That I, like the whole team, am an important part of the bigger picture.”
So next time you’re standing at reception, you’ll know: in front of you is a host, tour adviser, listener, good-mood manager and IT expert all rolled into one. We look forward to seeing you. And Stefania is especially looking forward to your question: “What do you recommend for today?”