Day 1

Start Conversations and Develop Good Relations with Guests

Meet and greet guests
Respond to guests questions or requests
Participate in a short, informal conversation with guests

Communicate Effectively in English on a telephone

Take general enquiries by phone
Respond to customer requests or orders
Make calls to place orders

Day 2
Provide Accommodation Reception Services
Prepare reception area for guest arrival
Perform check-in functions
Perform during stay functions
Perform check-out functions

Maintain Quality Customer Service

Identify customer/guest requirements
Ensure delivery of quality products and services
Evaluate customer service

Day 3
Receive and Place In-coming Phone Calls
Identify elements and facilities of the host enterprise telephone system
Demonstrate appropriate telephone communication skills
Relay messages and follow-up as necessary
Manage difficult callers

Facilitate Out-going Phone Calls

Identify elements and facilities of the host enterprise telephone system
Demonstrate appropriate telephone communication skills
Place outgoing calls on behalf of the enterprise
Place outgoing calls on behalf of guests

Day 4
Receive and Process Reservations
Describe the elements of the reservation system
Respond to reservations requests
Enter reservation details into system
Maintain reservations

Provide Bell Boy-Porter Services

Identify the role of a bell boy/porter
Assist with guest arrivals
Assist with guest departures
Assist other departments
Provide concierge services

Day 5
Receive and Resolve Customer Complaints
Identify and analyze the complaint
Address customer needs, wishes and expectations
Handle complaints and respond accordingly

Receive and Resolve Customer Complaints

Determine and agree upon appropriate action to resolve complaint
Identify and review options to resolve procedures and guidelines
Agree and confirm action to resolve the complaint with the customer
Demonstrate a commitment to the customer to resolve the complaint
Inform customer of outcome of investigation of complaint

Day 6
Maintain Guest Financial Records
Establish guest financial record
Maintain guest accounts
Finalize guest accounts

Conduct a Night Audit

Identify the role of the night auditor
Process internal financial transactions
Verify occupancy position of the property
Contribute to management decisions

Supplemental:
Provide for the Safety of VIPs and Guests