60+ Years Combined Hospitality Experience        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

Arrival and Departure of Guests

arrival and departure of guests

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 deals with the arrival and departure of guests, from planning, teamwork to guest requirements. Suitable for resorts, hotels, lodges, villas, guest houses amd all tourism & hospitality businesses.


Specific Outcomes

On completion, the learner will be able to:

  • Explain the importance of reporting customer complaints to the appropriate person.
  • Explain the importance to the organisation of welcoming guests correctly in terms of customers’ satisfaction and impact on profitability.
  • Explain the importance of communicating effectively and using positive body language.
  • Explain the importance of knowing what facilities are available for guests with mobility difficulties and how to assist them. (Range: old people, person in a wheelchair, blind person, person using a walking stick or aid)
  • Greet guests and assist them to the location required.
  • Load guests’ luggage according to OSH Act and company procedures. 
  • Pay attention to guests’ luggage at all times and explain why.
  • Assist guests with parking and any problems that may arise.
  • Transport guests’ luggage safely to rooms following correct procedure.
  • Show, explain or demonstrate the facilities in the room to guests and explain the importance of doing this. (Range of facilities: air-conditioning/heating, lighting, mini bar, TV).
  • Given a range of additional services, give accurate information to the guest and arrange/organise the service. (Range of additional services: valet/car wash, car collection, chauffeur)
  • Greet guests by name and assist with luggage on departure and explain the importance of doing this.
  • Given a range of incidents, decide what action to take and give reasons for that choice. (Range of incidents: guest slips in the lobby, guest injures themselves in the room)
  • Prioritise work and meet work schedules.


Target Groups

This course is suitable for:

  • Guest Service Agents (GSA)
  • Guest Service Executives (GSE)
  • Hotel Receptionists
  • Front Desk Clerks
  • Front Office Supervisors
  • Front Desk Clerks
  • Reservations Personnel
  • Night Auditors
  • Concierge
  • Bellmen / Porters


This short course is designed for new and existing hotels, lodges, resorts, guest houses, hospitals, universities and other hospitality businesses.


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


Course Objectives

This course is designed for the front office department in hotels, resorts, lodges and any other tourism and hospitality business. 


Here are the topics covered in this course:

  • Preparing for guest arrival and departure
  • Daily schedules
  • Greeting guests
  • Effective communication
  • Body language
  • Welcoming guests
  • Departure procedure
  • Parking procedure
  • Lifting luggage
  • Transporting luggage
  • Dealing with guests with mobility difficulties
  • Handling customer complaints


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.