Hotels & Inns

At a hotel front desk, you are often the first person a guest meets, so first impressions count.

What this course covers:

• Why etiquette and presentation matter at the front desk
• Dress codes for a professional appearance
• How to greet guests using basic etiquette rules
• Things to avoid when working the front desk

You will help every guest's stay start on the right note.

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.

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.

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.

Welcome to our series on housekeeping. You are part of creating a happy environment for guests. There are a lot of moving parts when it comes to this job, and there are certain protocols and procedures you need to follow. Throughout this series, you'll learn all of the basics on housekeeping. We'll talk about everything from cleaning guest rooms and public spaces, to doing your job safely, all while making sure customers and guests stay satisfied. In this first program, we're going to focus on cleaning guest rooms. We'll go over stocking the trolley, entering guests' rooms, and procedures for cleaning rooms.

Just because you're in housekeeping, doesn't mean you're strictly going to be cleaning guest rooms and guest rooms only. You'll also be responsible for cleaning public spaces. That includes places like the entrance, lobbies, front office, elevators, stair cases, guest corridors, banquet halls, health club, and the swimming pool. Public area cleaning is a most important and challenging task for the hotel and for the housekeeping staff. Most of the public areas see high foot traffic, so maintaining these areas are important. This course will train you on how to properly clean each of these public spaces.

Housekeeping can be hard on your body. You're constantly moving, walking, standing, reaching, and bending. You're carrying heavy towels and sheets. You're pushing and pulling your trolley. You need to make sure that you're doing all of these functions safely. The Occupational Safety and Health Administration, or OSHA, has set guidelines for you to follow when it comes to performing your job. That's what this program is all about. We'll go over ergonomics and other basic definitions you'll need to know in the event that you're injured at work.

As a housekeeper, you will interact with guests, whether waking them at the door or passing them in a public space. It is not your core task, but it matters.

What this course covers:

• Why guest interaction is part of housekeeping
• The common standard of excellent customer service in a hotel
• Common scenarios you may run into with guests
• How to handle each situation properly

Deliver great service in every guest interaction.

In this series, we're going to talk about what it takes to be a successful valet. You'll need to know about parking and returning customers' vehicles and safety essentials. But first we're going to talk about your appearance and professionalism as a valet.

Parking a guest's car is the moment a valet earns trust, and doing it properly and safely every time is what separates a good operation from a risky one. This course walks you through parking vehicles step by step.

What this course covers:

• The step-by-step sequence for taking a guest's vehicle and parking it
• Approaching, entering and adjusting an unfamiliar car with care
• Manoeuvring safely in tight lots, ramps and garage spaces
• Protecting the vehicle from scuffs, dings and avoidable damage
• Positioning and securing the car so retrieval is quick and orderly

Built for valet attendants and parking staff who want to park every guest vehicle properly, safely and with confidence.

Returning a vehicle is the last thing a guest remembers about your service. This course looks at how to properly hand cars back so the experience ends as smoothly as it started.

What this course covers:

• Retrieving the correct vehicle promptly and matching it to the right guest
• Bringing the car back to the guest safely and without incident
• Presenting and handing over the vehicle courteously
• Handling keys, belongings and final checks at the point of return

For valet attendants who want the return step to close out the guest experience on a strong note.

Being a good valet means more than moving cars quickly. There are safety essentials you need to be familiar with, and this program walks through the safe driving habits behind them.

What this course covers:

• Safe driving habits a valet should apply to every vehicle
• Controlling speed and awareness in lots, driveways and garages
• Watching for pedestrians, guests and other vehicles in busy areas
• Everyday practices that keep guests, their cars and you protected

A practical safety refresher for valet attendants and anyone driving guest vehicles as part of their job.

Welcome to our series on Food and Beverage, a guide on how to operate any food related services in a hotel. This course covers in-room dining or room service. It's a personalized service where guests have the opportunity to order and enjoy food and

beverages in their own rooms. Why would a hotel offer room service? For starters, if provides guests with an intimate and private dining experience. In fact, some guests actually prefer to order room service. It gives the guest a chance to eat in private in the comfort of their own rooms. In this program we are going to cover the basics of room service. We'll start with the equipment you'll need, to the spaces you'll occupy, and then wrap up with how to conduct room service.

Serving food and drinks in a hotel means knowing the basics of alcohol safety, whether you work in the restaurant or handle room service.

What this course covers:

• The fundamentals of alcohol safety in hotel service
• Blood alcohol concentration (BAC) and what it means
• Staying compliant with the law
• The different types of alcohol served

Finish ready to serve alcohol responsibly and legally.

Food safety is a major responsibility for any hotel food and beverage team. This course gives you a primer on the requirements you need to meet.

What this course covers:

• Your legal and safety responsibilities in food and beverage
• How to protect guests from foodborne illness
• Recognizing and controlling common food hazards
• The role of a food safety plan

You will leave ready to help keep guests safe and your operation compliant.