Co-ordinate the Greeting and Assisting of Guests on Arrival and Departure

Training Delivered On-site in All Areas

Course Overview

This is a 1-day training delivered to your front office team on-site at your establishment. This course is designed to equip new and existing front office managers with the skills to efficiently co-ordinate the greeting and assisting of guests on arrival and departure. 

Specific Outcomes

On completion, the learner will be able to:

• Explain the importance of taking action when there are communication or language difficulties.
• Explain the importance of meeting requests for additional services in terms of how this impacts customer satisfaction.
• Describe how to assist guests with special needs.
• Describe how to organize the department to prepare for the arrival of big groups.
• Explain why the arrival of guests is such an important part of the guest’s stay and the importance of being well prepared.
• Distribute portering tasks according to priority to ensure that luggage and other items are transported to guests’ rooms safely and promptly.
• Distribute work to ensure that individual guests and groups are assisted with parking where appropriate on arrival.
• Carry out a group check-in following the correct procedure.
• Explain and offer additional guest services and give assistance per company procedures. (Range of additional services: valet/car wash, chauffeur)
• Assist guests with luggage on departure.
• Identify the correct bus for the group and load their luggage safely and efficiently.
• Given a range of unexpected situations, decide what action to take to deal with the situation and give reasons for that choice. (Range of unexpected situations: accidents/injury, lack of portering staff, late tour bus)
• Prioritise all work correctly to maximize customer satisfaction.

Target Groups

This course is suitable for:

• Front Office Managers
• Restaurant Managers
• Hotel and Lodge Managers

This short course is designed for new and existing hotels and resorts.

Duration for this course is 1 day for existing staff, however, we need more time for new staff that does not have the experience. The minimum number required for on-site training is 8 staff. Contact us now for a quote. 

Course Objectives

This course is designed for managers in the tourism and hospitality sector to improve efficiency. 

Here are the topics covered in this course:

• Daily planning
• Task allocations
• Customer satisfaction
• Efficient work practice
• Roles in the department
• Greeting and assisting individual arrivals
• Maintaining standards
• Greeting and assisting group arrivals
• Assisting with individual departures
• Co-ordinating group departures
• Communication difficulties
• Special needs
• Requests for additional services
• The chauffeur service
• Valet parking service
• Accidents and injuries
• Insufficient portering staff
• Late tour bus

If you have 8 or more staff, we will come to your establishment and provide the training on-site/in-house.  Contact us now for a reasonable quote by filling in the form below.

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