Front Desk Customer Service
Last Updated 10/2022
English
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Finish in
43 min! Run Time
43 min! Run Time
Made for for
Employees
only
Employees
only
Certificate
of Completion
of Completion
What you'll learn
Help employees develop skills on lessons related to the front and back of the house, housekeeping, valet, tourism, alcohol and beverage, kitchen safety, and more.
Features
Skills covered in this course
Description
Hospitality means the friendly, generous reception of guests and visitors, and the front desk is where that experience begins.
What this course covers:
- What hospitality means at the front desk
- Creating a superior guest reception experience
- Front and back of house service fundamentals
- Related topics such as bartending, tourism, and housekeeping
It suits front-desk and hospitality staff who want to make a strong first impression on guests.
System Requirements
See System Requirements in the Coggno Knowledge Base
Author
Making the Workplace Safer and Smarter
HSI (Health & Safety Institute) is a recognized leader in Environmental, Health and Safety (EHS) and workforce development software, training, and compliance solutions.
HSI is your single-source partner for EHS, Compliance, and Professional Development solutions. HSI provides integrated e-learning content, training solutions, and cloud-based software designed to enable your business to improve safety, operations, and employee development. Across all industries, we help safety and technical managers, human resources, first responders, and operational leaders train and develop their workforce, keep workers safe, and meet regulatory and operational compliance requirements. We are a unique partner that offers a suite of cloud-based software solutions including learning management, safety management, chemical SDS management, and more, integrated with our content and training so businesses can not only monitor and manage multiple workflows in one system, but train employees via one partner.
Front Desk Customer Service
Front Desk Customer Service: 02. Check-in and Check-out
When a guest arrives at the hotel, the registration process begins. The registration process is defined as the process of assigning rooms to the guest at the time of their arrival by filling out necessary details about the guest and the rooms. In most cases, it's a several step process that we'll discuss thoroughly in this program. When it comes to checking out of a hotel, the process is similar and involves several key things that need to be done that we'll cover here as well. Check-ins and check-outs are a critical part of the hotel experience, and as the face of the hotel, you need to know how to handle them properly.
Front Desk Customer Service: 03. Communicating with Guests
A hotel guest's experience is directly tied to the customer service they receive, and the front desk sets the tone.
What this course covers:
- Basic etiquette for communicating with guests
- Showing empathy at the front desk
- Keeping service consistent for every guest
- Handling the different means of guest communication
Front-desk communication essentials for a standout guest experience.
Front Desk Customer Service: 04. Telephone Techniques
Working the front desk of a hotel means proper telephone techniques and etiquette are vital to serving every guest well.
What this course covers:
- Knowing your phone system
- Identifying internal and external calls
- Transferring calls and placing callers on hold
- Listening carefully to every caller
You will handle front desk calls with the professionalism guests expect.
Front Desk Customer Service: 05. Handling Upset Guests
Working the front desk means handling guest complaints professionally, because a single bad experience can cost you a guest for good.
What this course covers:
- Why guest complaints are part of front desk work
- Handling complaints calmly and professionally
- Techniques to turn complaints into resolutions
- Keeping guests satisfied and coming back
Deliver front desk service that keeps guests loyal, self-paced on Coggno.
Frequently Asked Questions
This course is designed for employees who need to complete Front Desk Customer Service training
Yes. This course is designed to meet applicable federal requirements and commonly mandated state standards. Always confirm specific state or industry requirements with your local regulations.
The course takes approximately 43 minutes to complete and can be paused and resumed at any time.
Yes. Learners receive a downloadable certificate upon successful completion, which can be used for compliance records and audits.
Yes. You can assign this course to individuals or groups using Coggno’s LMS, or purchase multiple seats for your team.
Yes. This course can be exported for delivery in most learning management systems (SCORM compatible).
Yes. The course is fully self-paced and available 24/7.
Yes. This course includes a knowledge check to reinforce learning and verify completion.
Learners have lifetime access from the date of purchase.
Yes. A preview is available so you can review the course format and content before purchasing.
Yes. Content is reviewed and updated as regulations and best practices change.
Yes. This course is available for free with an active Prime Subscription.
Yes. Refund requests can be submitted within 30 days of purchase.
At a hotel front desk, you are often the first person a guest meets, so first impressions count.
What this course covers:
You will help every guest's stay start on the right note.