Hotel and Hospitality Front Desk Officer

When it comes to creating positive first impressions, the job of front desk associate is arguably the most important of any hotel staffer. For guests booking online or via third parties, the front desk literally is their first impression. Even for those who have spoken with the reservations team by phone prior to arrival, their front desk arrival experience will set the tone for their entire stay. Upon completing this course you will have the skills to:

• Sell the hotel property’s features and the attractions surrounding it
• Skillfully answer questions and make helpful recommendations
• Create a positive first impression and win a guest’s loyalty
• Handle all front desk operations

CONTENT

• Interpersonal Skills
• Creating bookings
• Check-In and Check-Out
• Amending bookings
• Processing payments
• Sending confirmations
• Individual and Company Profiles
• Profile Notes and Guest History
• Recording complaints
• Reservations & Sales
• Departmental Operations
• Guest preferences and special requests
• Early arrivals and late departure procedure
• Processing Cancellations

FOR WHOM:

Front Desk Officers, Accommodation reservation and sales agents, Guest services attendants.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.