Module 2 The hotel receptionist Specific aims for this module


• To inculcate in students the qualities of a good receptionist and the importance of immaculate grooming.


• To equip students with the knowledge and skills to answer enquiries and to deal with complaints tactfully.


Module overview At the end of this module students must be able to:


• Compile a list of the main attributes and desirable qualities of a good hotel receptionist.


• Justify the following statement: ‘Attention to personal appearance and hygiene are of the utmost importance to a receptionist.’


• Apply the above statement to job situations in the front office by means of role-play or simulated situations.


• State briefly how to deal with verbal enquiries of guests. • Give an overview of the enquiries that are usually dealt with by the reception desk.


• Given a case study on verbal enquiries of guests in the front office, list and explain the main points to follow when dealing with a guest complaint.


• List the reference material that should be available in an efficiently organised reception office to deal with the varied enquiries of guests.


• Apply the concepts studied in this theme to job situations by means of simulated situations in the front office.


• List the main methods of nonverbal communication in the front office.


• Justify the following statement: ‘Good verbal communication is essential in most jobs but rarely does it play such an important part as in the reception office.’


• Give a brief overview of the documents in common use for external communication in the front office.


• Compile a list of simple rules which will help the receptionist develop a good telephone manner and technique.


• Explain the use of telephone communications in the front office. • Describe the use of the public address system in specific job situations.


• Apply the concepts studied in this theme to job situations by means of role-play or simulated situations, with specific reference to the hospitality industry.


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