Hotel Reception & Reservation Assistant Skills

Build Rapport with Customers
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
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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