Communication Skills for Hospitality Front office Associates

Name: Communication Skills for Hospitality Front office Associates
Rating: 4.3 (89 reviews)

Engage with guest confidently and leave a lasting impression | delight hotel guests | Customer engagement skills

Created byHotel Management School Your learning Partner, Sharmila Chand, TA eHMS

Last updated 10/2020

English

English [Auto],

What you'll learn

Communication Skills for Front office staff
How to engage with guests
Do and Dont in communication with guests
How to communicate while checking in at hotel
how to communicate while checking out from hotel
Talking confidently with Hotel guests

Course content

1 section • 8 lectures • 43m total length

Introduction to the Lecturer Mrs Sharmila Chand0:57
Learn practical tips from a guest's perspective on how front office teams can engage with guests and improve communication for hospitality professionals, guided by a communications specialist and hotel reviewer.
How Front office should greet and welcome the guest10:29
Front office staff greet guests with a genuine smile, eye contact, and positive language, offering alternatives when rooms are unavailable and guiding guests with attentive, guest-centered service.
Body Language required for Front office Staff5:22
Enhance front office interactions by presenting a polished appearance, energetic attitude, and balanced tone. Practice speaking and video recording for self-review to improve eye contact and guest engagement.
Listening and taking ownership of guests requests and needs5:30
Learn to listen actively and own guest requests, resolving complaints through proactive front desk communication, coordinating with departments, and avoiding passing responsibility.
Communication skills at the time of checking out guests7:02
Greet guests with a warm smile at checkout and avoid rushing. Listen to concerns, invite honest feedback, and offer farewell touches like cookies or coffee.
Do and Donts for Front office and Engagement with guest6:46
Greet guests with the correct title and surname, speak in a balanced audible tone, listen carefully, avoid slang, and address complaints promptly to ensure guest satisfaction.
Be confident by having product knowledge and summary of lessons learned6:28
Gain confidence by mastering your property's knowledge and location, so you can tell guests about kids' amenities, corners where senior citizens will be happy, and spots nearby.
Bonus Lecture0:48

Requirements

Nothing is required, Just time and passion for learning

Description

Hospitality professionals need to be excellent communicators in order to engage effectively with guests and delight them with their services. Communication skills include not only language skills but understanding your guest needs, non-verbal and body language as well.

In hotels a variety of Guests comes to stay from different cultures hence communicating with them can be difficult. in this course Mrs Sharmila Chand, who is a senior journalist and has been reviewing hotels since a long period of time, is sharing using tips on improving the communication skills of front-office associates in the hotel.

We will cover all aspects of communication

- how to greet hotel guests and check them

- how to handle guests requests

- How to check them out

- what are do and dont in communication with guests.

Take this course to improve your personality and ability to communicate well with your customers.

Who this course is for:

hotel industry professionals
front office associates
customer facing individuals