Course curriculum
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1
Employee Knowledge
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All Employee Knowledge
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Employee Responsibilities
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Professional Appearance
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Employee Policies
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Uniforms
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Accessories
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Social Media
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Mobile Phones
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Employee Responsibilities
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Cleanliness
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Guest Services Gold & The Golden Opportunities
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PERSONALITY IS KEY:
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PERSONALIZATION:
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RECOVERY
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INCLUSION
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PASSION: INSPIRE OTHERS!
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KNOWLEDGE
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COMMITMENT
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KNOW YOUR PROPERTY
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Use of Property Facilities
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Manager on Duty
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Maintaining the Property
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Lost and Found
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Your Property's Fact Sheet
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Property Policies
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Recycling
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Airport/Local Transportation
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Getting to Know the Front Desk
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What Is a Front Desk Representative?
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What Is a Front Desk Representative?
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First Impressions
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Double-check your appearance.
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Prepare your workspace.
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Folios
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Guestroom Equipment and Amenities
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Point-of-Sale Equipment
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Reservations
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Reserving Function Rooms
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In-Room Safes and Safe Deposit Boxes
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Safe Deposit Boxes
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In-Room Safes and Safe Deposit Boxes
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Property Management System (PMS)
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Property Management System (PMS)
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Guestrooms
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Loyalty Programs
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Guest Service Role in Cleanliness and Safety
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Pre-Arrival
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Prepare for Check-Ins
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Update the Front Office Logbook
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Pre-Arrival
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Help Guests Cancel Room Reservations
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Pre-Arrival
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Check Out Cash Bank
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Front Office Logbook
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Arrival Lists
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Block and Unblock Rooms
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Set Up Preregistrations
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Preregister and Check In Group Arrivals
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Arrival
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Initiate Guest Check-In
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Present Registration Card During Check-In
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Establish Payment Method During Check-In
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Use Cash Bank
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Finish Guest Check-In
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Assign Wait Status When Rooms Are Not Ready for Check-In
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Relocate Guests in Sold-Out Situations
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Establish Guest Payment Method
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Use Cash Bank
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Issue and Control Keys
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VIPs
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Tax-Exempt Guests
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Use Effective Sales Techniques During Check-In
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Relocate Guests in Sold-Out Situations
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Finish Guest Check-In
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OCCUPANCY
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Process Room Changes
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Post and Adjust Charges
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Process Guest Faxes, Deliveries, Mail, and Copies
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Run Credit Check Reports and Collect Payments
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Issue Replacement Room Keys
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Process Room Changes
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Follow-Up Courtesy Call
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Run Credit Check Reports
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Currency Exchange
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Post and Adjust Charges
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Process Guaranteed No-Shows
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Transfer Allowable Guest Charges
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Keep the Front Desk Orderly
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DEPARTURE / END SHIFT
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Departure
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Process Automatic Check-Outs
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Process Late Guest Check-Outs
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Reconcile Room Status
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Process Late Charges
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End-of-Shift
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End-of-Shift
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Perform a Night Audit
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Complete and Turn in the Shift Checklist
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Turn in Cash Bank
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Departure/End of Shift
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Settle Guest Accounts
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Automatic Check-Outs
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Handle Late Guest Check-Outs
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Reconcile Room Status
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Process Late Charges
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Adjust Disputed Guest Charges
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Perform Bucket or Tub Check
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Complete the Shift Checklist
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Quality Guest Services
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The Power of the Guest Story
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Handling and Resolving Guest Requests and Complaints
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Teamwork and Communication With Other Departments
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Teamwork and Communication With Other Departments
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Teamwork and Communication With Other Departments
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Escorting Guests and Giving Directions
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Escorting Guests and Giving Directions
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Escorting Guests and Giving Directions
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Escorting Guests and Giving Directions
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Reputation Management
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Reputation Management
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Guest Communication
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Use the Guest's Name
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Telephone Courtesy
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Telephone Courtesy
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Telephone Courtesy
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Elevator Courtesy
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VIPs
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Dealing with Guests Under the Influence of Alcohol
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Dealing with Guests Under the Influence of Alcohol
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