Reception

The reception is the most important part of the Hotel Industry. The Reception area is the focal point of contact for every hotel and this is where all enquiries come in.

Some larger hotels then break down their work into various area which include a separate area for Reservations and Conference and Banqueting.

The Reception area in small hotels, however, normally have to deal with many types of enquiries and deal with all sorts of problems and communications.

The Reception Qualification begins to cover some of these areas to help the candidates develop an all round knowledge of the Reception area.

Health and Safety, Developing Working Relations, Customer Care, Dealing with Bookings and Arrivals of Customers are the main areas covered.

Depending on your responsibilities within your organisation there are other units which can be covered. These include dealing with payments, maintaining data in a computer system, storing, retrieving and supplying information.

By the end of the qualification you will have the required knowledge to operate the reception area without the guidance of others and may then decide to work towards a different level.

H284 Customer Service

List of all units for H284

• 1CS101: Prepare yourself to deliver good customer service
• 1CS105: Provide customer service within the rules
• 2CS201: Give customers a positive impression of yourself and your organisation
• 2CS202: Promote additional products or services to customers
• 2CS203: Process customer service information
• 2CS204: Live up to the customer service promise
• 2CS205: Make customer service personal
• 2CS206: Go the extra mile in customer service
• 2CS207: Deal with customers in writing or using ICT
• 2CS208: Deal with customers face to face
• 2CS209: Deal with customers by telephone
• 2CS210: Deliver reliable customer service
• 2CS211: Deliver customer service on your customers' premises
• 2CS212: Recognise diversity when delivering customer service
• 1CS106: Recognise and deal with customer queries, requests and problems
• 2CS213: Resolve customer service problems
• 2CS214: Develop customer relationships
• 2CS215: Support customer service improvements
• 2CS216: Develop personal performance through delivering customer service

H291 Front Office

List of all units for H291

• 1G1: Maintain a safe, hygienic and secure working environment
• 1G4: Contribute to effective teamwork
• 2G1: Give customers a positive impression of yourself and your organisation
• 2REC1: Deal with communications
• 1G2: Maintain and deal with payments
• 2REC2: Deal with the arrival of customers
• 2REC3: Deal with bookings
• 2REC4: Prepare customer accounts and deal with departures
• 2REC10: Enter, retrieve and print data in a database
• 2REC11: Identify and provide tourism related information and advice
• 2REC5: Exchange foreign cash and travellers' cheques
• 2REC6: Prepare and print documents using a computer
• 2REC7: Record, store and supply information using a paper-based filing system
• 2REC8: Handle mail and book external services
• 2REC9: Resolve customer service problems