Dr. Kogila Shanti
Instructor
Programme Overview
The Front Desk is usually the hotel industry’s first point of contact for the guests. Staff manning the front desk act as professional gatekeepers and customer service staff who handle all matters related to guest check-in and check-out. They also manage reservations and booking information, all done with a positive attitude and a friendly demeanour, making them a vital component of the hotel business.
COURSE MODULES
- First Impression
- Foundational Procedures of Front Desk Operations in a Hotel: Day-to-day tasks/reports/actions
- Proper Etiquette: Grooming, Presentation and Professional Appearance
- Service recovery and resolving guest complaints: Turning Complaints into Opportunities
- Responding to unhappy guest survey or email
- Service Excellence: Exceeding Expectations
- KPIs and measurement of Front Desk success
BENEFITS
Both participants and the hotel will benefit through the following:
- Gain a better understanding of the industry;
- Learn how to communicate with people and make quick decisions;
- Become good multi-taskers and flexible team members;
- Learn to be responsible;
- Gain good organisational skills as well as people skills;
- Create positive morale in them; and
- Build a more skilled workforce who are competent in their roles.
LEARNING OUTCOMES
At the end of the training, participants will be able to:
- Provide excellent customer service;
- Efficiently process incoming and outgoing telephone calls;
- Diligently operate payment point and process payments;
- Provide customer information and book external services in a timely manner;
- Maintain a booking system;
- Courteously co-ordinate the greeting and assisting of guests on arrival and departure;
- Communicate verbally;
- Describe lay-out, services and facilities of the hotel;
- Monitor and maintain health, safety and security;
- Maintain the porter/concierge service;
- Maintain practices and procedures for handling cash/cash equivalents;
- Maintain practices and procedures for handling foreign cash/cash equivalents.
WHO SHOULD ATTEND
Course Details
- 24 hours i.e. 4 hours per week for 6 weeks
- 15th March 2023
- English
- Classroom Learning & Hands-on Training
- RM00.00
To register or enquire
- +6 017 3340464
- +6 05-292308
- 1 800 889461
- shanti.neumatrix@gmail.com
- dr.kogila.shanti@gmail.com
