Duration 43 minutes

Audience Employees

Description

The definition of "hospitality" is the "friendly and generous reception and entertainment of guests, visitors, or strangers." Create a superior hospitality experience with training from HSI. Front and back of the house, bartending fundamentals, tourism, and housekeeping are some of the hospitality training topics we offer.

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

Sysem Requirements

• Windows 7 and newer
• Mac OS 10 and newer
Supported Browsers:
The current and previous major releases of the following browsers
• Safari v11 and higher
• Firefox v65 or higher
• Chrome v70 and higher
• Microsoft Edge v42 and higher
• Internet Explorer v11 and higher (Windows only- may exhibit visual differences from other
browsers)
Computer Speed and Processor:
• Use a computer 5 years old or newer when possible.
• 1GBofRAM
• 2GHz processor

Languages

English

Skills you'll gain

business business skills front desk customer service HSI-ej4

Details to know

Certificate

Bookmark

Front Desk Customer Service

Front Desk Customer Service: 01. Etiquette and Presentation You've heard of the saying, "You never get a second chance to make a good first impression." That couldn't be any truer with welcoming someone to your hotel. You might be the first person a guest interacts with when they step foot into your hotel. You don't want their stay to get off to a rocky start. Etiquette and presentation at the front desk is crucial to working in a successful hotel. In this course, we'll discuss dress codes, how to properly greet guests using basic etiquette rules, and certain things to avoid when working at the front desk.

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 Communicating with guests in your hotel can be hard. The guest experience at your hotel is directly related to the customer service that they receive during their stay. No matter what part of the hotel you are working in, there should be an overall common standard of excellent customer service. Since we are focusing on the front desk, that's the part of the customer service and communication we're going to focus on in this program. We'll go over basic etiquette, empathy, consistency, and the different means of communication.

Front Desk Customer Service: 04. Telephone Techniques Since you are working in a hotel, knowing the proper telephone techniques and etiquette are vital to working the front desk. You should know your system; you need to be able to identify an internal and external phone call. You need to know how to transfer a call and how to put a caller on hold. But most importantly, you need to know how to listen.

Front Desk Customer Service: 05. Handling Upset Guests When it comes to working the front desk, you will have to deal with guest complaints. You need to handle those complaints professionally. Remember, your hotel only exists because of the guests that stay in it. A guest could no longer stay at your hotel by being dissatisfied just one time. In this program, we are going to cover tips to help you turn guest complaints into resolutions.

Price per license

$20.00

No. of licenses

Total

$20.00

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Front Desk Customer Service

Front Desk Customer Service

Description

What you'll learn

Sysem Requirements

Languages

Skills you'll gain

Details to know

Front Desk Customer Service