Module 3 Reception Specific aims for this module
• To familiarise students with the terminology used in the accommodation industry and to equip them with a thorough knowledge of the terminology required to perform the functions of a hotel receptionist efficiently.
• To equip students with the knowledge and skills necessary to render effective services at the front desk.
• To prepare receptionists who have a basic understanding of consumer behaviour and who can recommend and sell services that will meet the needs of guests in the accommodation industry.
Module overview At the end of this module students must be able to:
• Illustrate with the aid of a diagram the simple layout of the reception area.
• List the items that should be checked by the staff reporting for duty in order to keep the reception area immaculate at all times.
• State the basic rules of behaviour which management expect their reception staff to follow.
• Define the use of brochures. • Define the term tariff.
• Compare the brochures of different categories of accommodation establishments in SA with specific reference to what sector of the market it is aimed at and the tariff. • Define, interpret and apply hotel reception terms.
• Explain in detail all the basic reception duties that have to be carried out during the morning and evening shift.
• Identify and briefly describe the methods by which a reservation may be communicated. • List the details and information required to process a booking/reservation. • Briefly state the benefits of the reservation form.
• State the purpose of the advance reservation chart, density chart and the hotel diary.
• Show how the different sources of reservations are recorded and charted prior to the guest’s arrival, in small, medium and large accommodation establishments, using the reservation form, advance reservation chart, density chart, stop-go chart and the hotel diary, by completing these using given information.
• Given specimens of the charts, identify and describe the operation and purpose of the charts used in the rack system (Whitney).
• Explain the operation of the Central Reservation System.
• Identify and briefly describe the various methods used to confirm reservations. • Draft a suitable reply to confirm a guest’s reservation.
• Complete the standard confirmation forms showing reservation details as necessary.
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