Hotel Receptionist

Course details

Hotel Receptionist - Course
Hotel Receptionist Diploma - Course Benefits
This exclusive Level 5 Hotel Receptionist Course has been designed for anyone looking to fast-track their progression in a hospitality setting. Our dynamic distance learning programmes outperform the competition by offering of the following:
Inclusion of all course materials and study aids in the initial course fee for superior value for money.
Every candidate is assigned an expert tutor, who can be contacted any time for support and advice.
Elimination of all deadlines and time restrictions - create your own study schedule to suit your lifestyle.
Access our 24/7 digital learning platform from anywhere in the world at any time, using any connected device.
Accredited courses of the highest-quality, for the chance to enhance your CV and career prospects.
Reception Skills Diploma - Learning Objectives
This accredited Reception Skills Diploma is open could newcomers and experienced front-desk operative alike. In a hospitality setting, receptionists are responsible for overseeing the smooth and seamless performance of all key hotel functions. The objective of this course is to introduce candidates to the duties and responsibilities of the elite front desk operative. Along with a series of major tasks and daily processes, candidates also examine the importance of effective front-desk operations from a wider business perspective.
Worldwide, hotel owners and managers are always on the lookout for talented receptionists and front-desk personnel. More often than not, entry-level front-desk roles pave the way for more advanced leadership positions. This Level 5 Hotel Receptionist Diploma will instil you with the skills, knowledge and confidence needed to pursue your goals in a hospitality setting. No prior knowledge or experience is required - we’ll provide all the resources you need to successfully complete the course.
Front-desk topics and general hospitality concepts introduced as the course progresses include the following:
An introduction to important front office tasks
The functions and objectives of front desk operations
Working with difficult guests and complaint handling
The role of communication in front desk operations
Professional negotiation and sales skills
Techniques for dealing with overbookings and errors
Advanced telephone communication skills
The fundamentals of hotel safety and security
Level 5 Hotel Receptionist Diploma
Course Outline
Upon enrolment, you’ll gain round-the-clock access to our exclusive digital learning platform, where you’ll find a complete suite of study aids and helpful resources. This Level 5 Hotel Receptionist Diploma is delivered over a series of 10 modules, each focusing on a separate aspect of front-desk operations as follows:
Module 1 - Introduction to Front Office Operations
Front Office Functions
Front-of-the-House Operations
Back-of-the - House Operations
The Function of the Front Office Manager
The Art of Supervising
Types of Reservation System
Accepting or Denying Reservation
Yield Management: Choosing the Most Profitable Reservations
Basic Concepts of Yield Management
Check–In Process
Front Office Accounting
Check–Out Process
The Electronic Front Office (EFO)
Module 2 - The Role of the Hotel Receptionist
Work Activities
Multitasking
Cash handling
Shift Checklists
Keys
Lock-outs
Messages
Events
Guest Confidentiality
Marketing Materials
Departures
Module 3 - Dealing with Hotel Guests
The Guest Journey
Email Bookings
Pre-Arrival Checks
Allocating rooms
Module 4 - Call Handling Skills
The Importance of Empathy
Defining Communication
Asking Questions
Telephone Techniques
Handling Everyday Requests
Module 5 - Interpersonal Skills
What are Communication Skills?
Getting Better with Communication
Probing Techniques
Module 6 - Negotiation Skills
Handling Objections
Closing the Sale
The Changing Customer
What the Customer Wants
Negotiation Techniques
Practicing Negotiation
Phases of Negotiation
Negotiation Made Easier
High Impact Moments
Module 7 - Sales Skills
Essential Skills
Consultative Selling
Customer Focused Selling
The Sales Cycle
Law of attraction
Expectancy theory
Setting Goals with SPIRIT
Module 8 - Dealing with Overbookings
Causes of overbooking
Proactive Out-Booking
Reactive Out-Booking
General Guidelines
Module 9 - Complaint Handling
Performance Response Standards
Reasons for Customer Grievances
Types of Complainers
Complaint Management
The Complaint Management Process
Guidelines for Handling Complaints
Complaints Analysis Reports
Resolving Problems and Quality-Improvement Activities
Decide the Means to Select the Preferred Solution
Implement, Monitor and Review
Module 10 - Security & Emergency Measures
The Security Department
Organization of a Security Department
In-House Security Departments Versus Contracted
Fire Code General Requirements.
Guest Expectations
Fire Safety Plan
Employee Training in Fire Safety
Guest Instruction in Fire Safety
Emergency Communication
Employee Safety Training Updated on 20 April, 2021