Overview
Description
Front Office / Reception
Total Duration: 30 classes | 5 weeks | 6 classes per week
Group Size: 14 participants
Fee: €200 per person
Certificate: IBU Lifelong Learning Certificate
Weekly Lecture / Training Plan
Week 1: Guest Relations & Communication Mastery for Front Office Staff
• Objective: Equip staff with communication skills to handle guest inquiries, complaints, and special requests professionally and empathetically.
• Content Outline:
1. Communication Fundamentals: Active listening, non-verbal cues, tone of voice.
2. Handling Complaints: De-escalation techniques, empathy, and solutions-based responses.
3. Cultural Sensitivity: Adapting communication for guests from different backgrounds.
4. Personalization of Services: Tailoring guest interactions using guest preferences and data.
5. Practical Role-Playing: Practice scenarios for dealing with upset guests or special requests.
• Activities:
- Role-playing guest scenarios.
- Group discussions on handling complex guest interactions.
Week 2: Reservation Management Systems (PMS Training) for Hotel Receptionists
• Objective: Train staff on industry-standard PMS software for efficient reservation and check-in processes.
• Content Outline:
1. Introduction to PMS: Overview of popular systems like Opera or Amadeus.
2. Reservation Management: Creating, modifying, and canceling reservations.
3. Check-In & Check-Out Procedures: Streamlining guest arrivals and departures.
4. Handling Overbookings: Strategies to manage unexpected issues.
5. Upselling Techniques: Identifying opportunities for room upgrades.
6. Hands-on Training: Simulated real-time PMS operations.
Activities:
- Interactive PMS software tutorials.
- Group exercises on handling overbookings and cancellations.
Week 3: Customer Service Excellence
• Objective: Build capacity to deliver exceptional service, ensuring guests feel valued.
• Content Outline:
1. Five-Star Service Mindset: Creating memorable experiences.
2. Understanding Guest Expectations: Exceeding basic and personalized needs.
3. Anticipating Guest Needs: Using guest data to proactively meet expectations.
4. Creating “Wow” Moments: Adding personal touches and surprises.
5. Consistent Quality Delivery: Maintaining high service standards.
6. Feedback & Improvement: Using guest feedback to refine services.
• Activities:
- Designing “wow” moments for sample guests.
- Role-playing scenarios for service consistency.
Week 4: Concierge Services & Local Expertise for Front Desk Teams
• Objective: Develop skills to offer exceptional concierge services with local expertise.
• Content Outline:
1. Local Knowledge Mastery: Understanding local attractions and cultural highlights.
2. Building Vendor Relationships: Collaborating with service providers (restaurants, tour operators).
3. Event Planning for Guests: Organizing personalized itineraries and events.
4. VIP Services: Discreetly managing high-profile guests.
5. Handling Special Requests: Managing unique and last-minute guest needs.
6. Practical Scenarios: Handling real-world concierge tasks.
• Activities:
- Mock itinerary planning for various guest profiles.
- Simulations for event organization and last-minute requests.
Week 5: Crisis & Conflict Management for Front Office Receptionists
• Objective: Prepare staff to handle emergencies and operational disruptions confidently.
• Content Outline:
1. Identifying Potential Crises: Recognizing common hotel risks.
2. Crisis Response Protocols: Actions for emergencies like fires, power outages, or medical incidents.
3. Conflict Resolution: Managing difficult guests and team conflicts.
4. Emergency Communication: Coordinating with internal teams and external services.
5. Post-Crisis Recovery: Evaluating incidents and implementing improvements.
• Activities:
- Crisis response drills.
- Role-playing conflict resolution scenarios.
