Hotel Front Office Staff Training Research.
Whether you are a 3, 4, or 5-star establishment, our front desk training
course will ensure your front office team meets and maintain exceptional
standards. Our front office training covers all aspects of the job, however, if
you would like us to focus on a specific topic, we are game! We tailor training
to suit your specific needs.
Which Topics Does the Front Office Training
Cover?
Our on-site front office training contains the following topics:
Preparation for the beginning of a shift in the front office
Reception, lobby, and lounge cleanliness
Room status reports
Cash deposits
Room allocation and assigning rooms
Front Office procedures – check-in, check-out, currency exchange, cashier
procedures
Verifying guest registration
Preparing welcome letters
Liaising with other departments e.g. Housekeeping, F&B, etc
Cash float
Reports – arrivals, departures, VIP guests
Checking rooms
Handling reservations
Checking accommodation availability and assigning rooms to guests
Collecting detailed information while guest registration
Creating a guests' accounts
Different room types in Hotels
Front Desk standard checklist
Procedure for handling a sick guest
Generating reports at Front Office
Handling bomb threats and other emergencies in Hotels
Handling guest complaints in the Front Office
Settling guests' payments at the time of check-out
Telephone skills
Standard telephone greetings used in hotels
Calculating room count in hotels
How to handle guests waiting for a room
Handling cancellations
Handling VIP and VVIP arrivals in hotels
How to handle walk-in guests
Key terms and jargon used in hotel Front Office
Room status terminology
Safety deposit box procedure
Room move procedure
On queue procedure
Settlement of guest account
Understanding the guest and exceeding expectations
Preparing welcome kit for arrivals
Releasing tentative and non-guaranteed bookings
Handling group bookings - pre-arrivals
Handling group check-ins
Verbal communication
Deal effectively with difficult customers and turn complaints into
opportunities
Adopt the skills and techniques that routinely deliver positive customer
experiences
Up-selling tips for Front Office personnel
#1 Front Office On-site Staff Training in
South Africa
Why Is Front Office Training Important?
Guest and visitors form a first impression within three seconds. Therefore,
the front office department must be to give guests the best impression. From
resorts to hotels to boutique hotels and guesthouses, and any client
interactive service, the front office – how you greet and treat your visitors –
will have a huge impact on your business.
From small to high-end, large corporations, to private homes to yachts and
chalets, your front office individual or team is key to having a long-lasting
first impression.
Our trainers and facilitators will work with your staff to take them through
all front-of-house etiquette and training, and we can tailor it to your specific
needs. We ensure that your staff are clear, knowledgeable, up-to-date, and
make the best first impression possible.
The Front Desk is your front line for guest services and your front office
staff should be warm and welcoming. No one wants to be met by a
grumpy employee and the words, “how can I help you”, are spoken by a
person who shows no interest in nothing whatsoever!
Besides learning how to deliver exceptional customer service, we will teach
your staff valuable skills in reducing stress while they deal with even the
most demanding customers.
At the program’s conclusion, participants will have a clear understanding of
what constitutes exceptional customer service, especially in the hospitality
industry.
Course Highlights
Grooming and professional appearance
Service excellence
Knowing your establishment
Proper etiquette
Excellent communication skills
Handling pressure
Multitasking
Time management
Sales skills and Upselling with Finesse and Savoir-Faire
Posture
Complaint Handling
and many more.
A hotel customer service training program designed for the hotel and hospitality industry to
maintain and enhance customer service standards. Specifically designed for the hotel and hospitality
industry. Providing exceptional hotel and hospitality customer service is essential in today’s market.
With Five Star Service you can teach and reinforce service skills for improving and sustaining an
outstanding service level.
Travelers today have higher customer service expectations than in the past. They also have more
price points to choose from and an ever-increasing variety of lodging alternatives. To succeed, Five
Star Service is not a frivolous luxury, but rather a critical element of hospitality customer service
training and service delivery.
CONTENT
Quality Service Defined
First Impressions
Five (5) Star Customer Service
The Customer’s Perspective
What Does the Customer Need?
Doing Your Best
Understanding Your Responsibilities
Staff Training and Development
The Power of Collaboration
The Challenge
FOR WHOM:
Customer Service Managers/Staff, Front Desks Personnel, Managers, Supervisors and other who
perform related function.
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.
Hotel Customer Service Training Course Description
In the Hotel Customer Service Training Course, you will
learn best practices in providing assistance, advice, and
support to those who use the company’s services before,
during, and after the sale to ensure they have an easy and
enjoyable experience with the company.
In addition to best practices, students will also learn how to be
courteous and pleasant to customers and effectively
communicate to determine people’s concerns and answer
questions clearly and efficiently. Customer service is an
important part of the promise your brand makes to its customers
and is critical to the success of a business.
Customer service plays an important role in an organization’s
ability to generate income and should be included in an overall
approach to systematic improvement.
Customer service concerns an organization’s priority to
customer service relative to product innovation and pricing
components. Remember: One good customer service
experience can change a customer’s perception of the
organization.
It is safe to say most businesses you deal with fail to deliver
superior customer service.
Hotel Customer Service Training
Course Outline
Module One: Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Module Two: Establishing Your Attitude
Be In the Know
Behavior that Turns-Off Customers
What Can You Do Right Away To Improve Customer
Service?
Applying What You Have Learned
Module Three: Communication Skills
Excellent Service through Effective Communication
Listening Skills
Verbal Communication Skills
Non-verbal Communication Skills
Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Measuring Your Customer Efforts
Module Five: Generating Return Business
Following Up
Addressing Complaints
Recovering from a Service Breakdown
Establishing Customer Trust
Module Six: In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer
Service
Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone
Communication
Telephone Etiquette
Tips and Tricks
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic
Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong
Module Nine: Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Why
Raise your rating
To a customer, nothing is more disappointing than being told
‘Sorry, that’s not my job’
Customer service is a team effort
Even if your staff is already providing outstanding service,
there are always areas where improvement is required. What
customer service means to your hotel
Housekeeping and maintenance
Front desk and reservation
Bell and valet
Food and beverage
