Contents Contents


Module 1 – Hotel organisation 1. Different organisation structures in the hotel industry ...............................................................................................2 1.1 Categories of hotels ...................................................................................................................................................................2 1.2 Te major South African hotel groups ........................................................................................................................3 1.3 Te different organisation structures of small, medium and large hotels .........................................4


2. Functions and services provided by the reception office ...........................................................................................7 2.1 Te functions and services of the reception department and the main tasks ................................7 2.2 Te organisation structure chart of the functions of the front office ...................................................8


3. Te different departments and responsibilities of each department in the rooms division ............9 3.1 Te organisation of rooms division in a large hotel ..........................................................................................9 3.2 Te departments of rooms division and tasks of the employees in each department ............9


4. Te new national grading and classification scheme in South Africa ...........................................................13 4.1 Te star grading programme applicable to the main categories of accommodation ............14 4.2 Te application of the grading and classification scheme ..........................................................................15 4.3 Te main benefits of the scheme ...................................................................................................................................15 4.4 Five star accommodation establishments in South Africa ........................................................................16


Module 2 – Te hotel receptionist 1. Te personal qualities of a good hotel receptionist .....................................................................................................20 1.1 Te main attributes and desirable qualities of a good hotel receptionist .......................................20


2. Personal appearance ...........................................................................................................................................................................22 2.1 Justify the following statement: ‘Attention to personal appearance and hygiene are of the utmost importance to a receptionist’..........................................................................................................23


2.2 Apply the above statement to job situations in the front office by means of role-play or simulated situations .........................................................................................................................................................23


3. Dealing with enquiries and complaints in the front office .....................................................................................25 3.1 How to deal with verbal enquiries of guests ........................................................................................................25 3.2 Te enquiries that are usually dealt with by the reception desk ............................................................25 3.3 Dealing with a guest complaint .....................................................................................................................................26 3.4 Te reference material that should be available in an efficiently organised reception office to deal with the varied enquiries of guests ..............................................................................................27


3.5 Apply the concepts studied in this theme to job situations by means of simulated situations in the front office ..............................................................................................................................................27


4. Communication with guests ........................................................................................................................................................28 4.1 Te main methods of nonverbal communication in the front office ................................................28 4.2 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’ ...........................29


4.3 A brief overview of the documents in common use for external communication in the front office .............................................................................................................................................................................30


4.4 Rules to assist the receptionist to develop a good telephone manner and technique ...........31 4.5 Te use of telephone communications in the front office ..........................................................................31 4.6 Te use of the public address system in specific job situations ..............................................................32 4.7 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 ........................................32


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