Secrets of the Reception

Secrets of the Reception
The Reception of the hotel is the front line to meet guests, and the first impression that the guests get from that contact, will last for the entire stay at the hotel. 
In this very important point of touch the superior service has no other alternative. The service excellence that meets all the requirements of a modern day traveler should be based on the right service philosophy, skill set and attitude. All this should be conveyed to the associate by a proven specialist and the knowledge and skills gained at the training, should be adhered to consistently during everyday work.
Here are the details of training of Secrets of the Reception:

  • Duration of the training: 2 days, 2.5-3 hours a day
  • Training venue - the hotel

Topics: 


Day 1
  • General job description of the receptionist
  • Grooming standards, uniforms
  • General service standards
  • Contacting the guests and etiquette
  • Telephone etiquette
  • Email etiquette
  • Procedures of reservation and cancellation policies, no-show
  • Pre-arrival preparations
  • Arrival/check-in
  • Maintenance of guest information
  • Luggage storage procedures
  • Departure/ check out
  • Early arrival/late departure

Day 2
  • Handling guest requests 
  • Wake up calls
  • Moving rooms
  • Pick up/drop off service
  • Group check in/group check out
  • VIP guests
  • Walk-ins
  • Up-selling and upgrades
  • Handling guest complaints
  • Receiving payments /cash, transfers, deposits/
  • Communication with other departments
  • Other services of the hotel
  • Concierge service
  • Different real-life problems and solutions

Duration: 

2 days

Class Size: 

10-15

Hours of the training: 

To be agreed on

Application Procedures: 

The hotels needing to have the Secrets of the Reception for their staff should call to 093240774 or send a letter to info@hotelpro.com
 
 
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