Hotel Reception Online Diploma - CPD Certified

Module 1

An Overview of Hotel Reception

To learn about the responsibilities of a hotel receptionist

To learn about different training for jobs in hotel reception
To understand the career opportunities you have in hotel reception
To know what you need to be a success in hotel reception
To find out what you can expect throughout this course
Plus much more...


Module 2

Hotel Reception Standard Procedures

Student Objectives:

To learn about the most common tasks for hotel receptionists
To learn how to check guests in and out
To understand how to take reservations
To learn about the guest services a hotel receptionist is responsible for
Plus much more...


Module 3

Customer Service in Hotel Reception

Student Objectives:

To learn about the fundamentals of customer service
To learn about the importance of empathy for travelers
To understand more about communicating with customers at the desk
To learn how important a first impression is for a customer
Plus much more...


Module 4

Communication Skills Required for Hotel Reception

Student Objectives:

To learn about the fundamentals of communication
To understand how verbal skills play a role in hotel reception
To understand how non-verbal communication skills play a role in hotel reception
To understand the importance of written communication skills in the workplace
Plus much more...


Module 5

Telephone Handling in a Hotel

Student Objectives

To understand the fundamentals of telephone etiquette
To understand why telephone etiquette is important in a hotel
To learn about the dos of telephone etiquette
To learn about the don'ts of telephone etiquette
Plus much more...


Module 6

How to Handle Difficult Hotel Guests

Student Objectives:

To learn about difficult hotel guests
To explore some common types of difficult hotel guests
To learn some tips that will help in dealing with difficult guests
To understand how to put these tips into practice
Plus much more...


Module 7

Administrative Skills as a Hotel Receptionist

Student Objectives:

To learn about the administrative skills, interests, and qualities needed as a hotel receptionist
To learn about the main duties, clerical, and technical skills required for hotel reception work
To understand the importance of good communication and organisational abilities
To know how to prioritise, multitask, and problem solve easily
Plus much more...


Module 8

Computer Skills and Programs

Student Objectives:

To understand the importance of key skills and computer programs for receptionists
To explain the need for a property management system in hotel reception work
To be introduced to the OPERA Property Management System program (PMS)
To become comfortable with the basic functions of the OPERA PMS
Plus much more...


Module 9

Brand Standards in the Hospitality World

Student Objectives:

To understand the concept of branding and how it applies to the hospitality industry
To explain the value of establishing a standard and what is expected from a branded hotel
To determine the importance and impact of standards in the industry
To understand what a star rating is and how it is applied to any hotel
Plus much more...


Module 10

Being a Team Player: Working with Other Hotel Departments

Student Objectives:

To learn about the importance of teamwork
To learn about the key characteristics of a team player
To learn how to work with the kitchen
To learn how to work with maintenance and housekeeping
Plus much more...


Module 11

Safety and Security in the Hotel

Student Objectives:

To understand hotel safety and security
To explore different safety topics that apply to the workplace
To explore different security topics that apply to the workplace
To understand the hotel receptionist's role in maintaining a safe and secure environment
Plus much more...


Module 12

Sales and Marketing as a Hotel Receptionist

Student Objectives:

To learn about selling and marketing hotel services as a receptionist
To differentiate between up-selling and cross-selling approaches
To understand the benefits of reception up-selling and cross-selling products and services
To know some basic hotel sales techniques and when to apply them
Plus much more...


Module 13

Dressing the Part: Creating the Professional Look in Hospitality

Student Objectives:

To learn what it means to dress for professionalism
To understand how to dress for an interview
To learn about choosing appropriate clothing for work
To learn about grooming for hospitality
Plus much more...


Module 14

Keeping Stress Under Control on the Job

Student Objectives

To explore the definition of stress
To understand how stress applies to the role of the hotel receptionist
To discover ways to keep stress under control
To understand why it is important to control stress in the workplace
Plus much more...


Module 15

Legal Issues in Hospitality

Student Objectives:

To explain the importance of adhering to codes, laws, and regulations in hospitality
To understand the rules of disclosure pertaining to business and domain names
To explain fire safety regulations and how to adhere to them in the hotel
To know the importance of the Credit Card Order within the Data Protection Act
Plus much more...


Module 16

The Future for Hotel Receptionists

Student Objectives:

To understand the role of the hotel receptionist
To explore the history of the hotel receptionist
To explore the basic requirements of becoming a hotel receptionist
To explore continuing education and training for hotel receptionists
Plus much more...