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Hotel Reception & Reservation Assistant Skills
Rating: 3.9 out of 5(14 ratings)
156 students

Hotel Reception & Reservation Assistant Skills

Build Rapport with Customers
Created byManagement Study Guide
Last updated 9/2019
English

What you'll learn

  • Describe how to Converse with Customers
  • Explain the Rules of Email Etiquette
  • Explain the Rules of Grooming & Dress Code
  • Explain the Rules of Telephone Etiquette
  • Describe the Need of Relationship with Customers
  • Explain how to Build Rapport with Customers
  • Describe Roles/Responsibilities of Hotel Reception Assistant
  • Explain what is Up-selling
  • Explain what is Cross-selling
  • Identify the Steps for Selling as Hotel Reception Assistant
  • Describe the Factors Influencing Buying Decision
  • Explain how to Handle Customer’s Buying Objections
  • Explain how to be Assertive as Hotel Reception Assistant
  • Identify the Steps for Handling Customers’ Complaints
  • List the Tips for Success as a Hotel Reception Assistant

Course content

1 section • 16 lectures • 1h 6m total length

  • Introduction5:27
  • Describe how to Converse with Customers3:24

    Converse with hotel customers using clear voice, simple language, confident body language, upbeat tone, and appropriate humor, using questions to uncover needs. Learn email, telephone, and conversation etiquette.

  • Explain the Rules of Email Etiquette3:46
  • Explain the Rules of Grooming & Dress Code3:43
  • Explain the Rules of Telephone Etiquette1:22

    Learn essential telephone etiquette for hotel reception, including answering within two rings, speaking softly and clearly, being courteous, confirming receiver availability, and using standard phrases to take or relay messages.

  • Describe the Need of Relationship with Customers4:40

    Develop strong relationships with customers to understand their needs and exceed expectations. Boost satisfaction, loyalty, and retention, and drive referrals and revenue while lowering costs to serve.

  • Explain how to Build Rapport with Customers1:09
  • Describe Roles/Responsibilities of Hotel Reception Assistant8:00

    Describe the roles of a hotel reception assistant, including reservations, check-ins, payments, cancellations, refunds, and customer service, plus advising on rooms, upgrades, and directions.

  • Explain what is Up-selling0:57

    Learn how upselling drives profitability by guiding guests to higher room types, upgrades, or add-ons through presenting profitable options and related amenities.

  • Explain what is Cross-selling0:47

    Master cross-selling as a sales technique encouraging customers to spend more by offering an additional product or service from other categories. Increase income and protect customer relationships with added value.

  • Identify the Steps for Selling as Hotel Reception Assistant11:11
  • Describe the Factors Influencing Buying Decision5:16
  • Explain how to Handle Customer’s Buying Objections1:26
  • Explain how to be Assertive as Hotel Reception Assistant3:06

    Master assertiveness as a hotel reception assistant using eye contact, tone, posture, space, and facial expression. Recognize common guest complaints tied to promised service, delays, or rude staff.

  • Identify the Steps for Handling Customers’ Complaints7:53
  • List the Tips for Success as a Hotel Reception Assistant4:22

Requirements

  • No prior knowledge is required

Description

A very useful course for those working in hospitality sector and as a receptionist.  Readers can learn the following points after enrolling into this course:-

how to Converse with Customers

Rules of Email Etiquette

Rules of Telephone Etiquette

how to Build Rapport with Customers

Steps for Selling as Hotel Reception Assistant

Other topics like Cross-selling and Up-selling are covered in this course.

In your job role as a Hotel Reception & Reservation Assistant, you will be required to speak to and address different customers. The norms of speaking to a customer are slightly different from when one is speaking to a friend or a colleague. Effectively engaging your customer is dependent on your ability to sound interesting and convey a positive attitude. Developing good speaking skills involves an increased awareness of your voice, language, body language, and tone while speaking.

Your primary tool for communication while speaking is your voice. When speaking to a customer, think about projection, pace and modulation. Projection: The volume of your voice should be loud enough that the customer can hear you but not too loud to sound rude nor too soft such that the customer cannot hear you. If customer asks you to repeat many times, then adjust your volume accordingly.

Who this course is for:

  • Customer Service Executives
  • Receptionist
  • Telephone operator
  • Client relationship manager
  • Marketing department

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