Course curriculum

  • 1

    Employee Knowledge

    • All Employee Knowledge

    • Employee Responsibilities

    • Professional Appearance

    • Employee Policies

    • Uniforms

    • Accessories

    • Social Media

    • Mobile Phones

    • Employee Responsibilities

    • Cleanliness

    • Guest Services Gold & The Golden Opportunities

    • PERSONALITY IS KEY:

    • PERSONALIZATION:

    • RECOVERY

    • INCLUSION

    • PASSION INSPIRE OTHERS!

    • KNOWLEDGE

    • COMMITMENT

    • KNOW YOUR PROPERTY

    • Use of Property Facilities

    • Manager on Duty

    • Maintaining the Property

    • Lost and Found

    • Your Property's Fact Sheet

    • Property Policies

    • Recycling

    • Airport/Local Transportation

    • Getting to Know the Front Desk

    • What Is a Front Desk Representative?

    • What Is a Front Desk Representative?

    • First Impressions

    • Double-check your appearance.

    • Prepare your workspace.

    • Folios

    • Guestroom Equipment and Amenities

    • Point-of-Sale Equipment

    • Reservations

    • Reserving Function Rooms

    • In-Room Safes and Safe Deposit Boxes

    • Safe Deposit Boxes

    • In-Room Safes and Safe Deposit Boxes

    • Property Management System (PMS)

    • Property Management System (PMS)

    • Guestrooms

    • Loyalty Programs

    • Guest Service Role in Cleanliness and Safety

    • Pre-Arrival

    • Prepare for Check-Ins

    • Update the Front Office Logbook

    • Pre-Arrival

    • Help Guests Cancel Room Reservations

    • Pre-Arrival

    • Check Out Cash Bank

    • Front Office Logbook

    • Arrival Lists

    • Block and Unblock Rooms

    • Set Up Preregistrations

    • Preregister and Check In Group Arrivals

    • Arrival

    • Initiate Guest Check-In

    • Present Registration Card During Check-In

    • Establish Payment Method During Check-In

    • Use Cash Bank

    • Finish Guest Check-In

    • Assign Wait Status When Rooms Are Not Ready for Check-In

    • Relocate Guests in Sold-Out Situations

    • Establish Guest Payment Method

    • Use Cash Bank

    • Issue and Control Keys

    • VIPs

    • Tax-Exempt Guests

    • Use Effective Sales Techniques During Check-In

    • Relocate Guests in Sold-Out Situations

    • Finish Guest Check-In

    • OCCUPANCY

    • Process Room Changes

    • Post and Adjust Charges

    • Process Guest Faxes, Deliveries, Mail, and Copies

    • Run Credit Check Reports and Collect Payments

    • Issue Replacement Room Keys

    • Process Room Changes

    • Follow-Up Courtesy Call

    • Run Credit Check Reports

    • Currency Exchange

    • Post and Adjust Charges

    • Process Guaranteed No-Shows

    • Transfer Allowable Guest Charges

    • Keep the Front Desk Orderly

    • DEPARTURE / END SHIFT

    • Departure

    • Process Automatic Check-Outs

    • Process Late Guest Check-Outs

    • Reconcile Room Status

    • Process Late Charges

    • End-of-Shift

    • End-of-Shift

    • Perform a Night Audit

    • Complete and Turn in the Shift Checklist

    • Turn in Cash Bank

    • Departure/End of Shift

    • Settle Guest Accounts

    • Automatic Check-Outs

    • Handle Late Guest Check-Outs

    • Reconcile Room Status

    • Process Late Charges

    • Adjust Disputed Guest Charges

    • Perform Bucket or Tub Check

    • Complete the Shift Checklist

    • Quality Guest Services

    • The Power of the Guest Story

    • Handling and Resolving Guest Requests and Complaints

    • Teamwork and Communication With Other Departments

    • Teamwork and Communication With Other Departments

    • Teamwork and Communication With Other Departments

    • Escorting Guests and Giving Directions

    • Escorting Guests and Giving Directions

    • Escorting Guests and Giving Directions

    • Escorting Guests and Giving Directions

    • Reputation Management

    • Reputation Management

    • Guest Communication

    • Use the Guest's Name

    • Telephone Courtesy

    • Telephone Courtesy

    • Telephone Courtesy

    • Elevator Courtesy

    • VIPs

    • Dealing with Guests Under the Influence of Alcohol

    • Dealing with Guests Under the Influence of Alcohol