This course delivers Front Office service skills. Training topics include Communication as part of the reception function, maintaining a safe working environment and contributing to effective team working.
This course is aimed at Hotel and Restaurant Reception staff who are predominantly customer facing
Skills & Knowledge gained
Employees will be confident in handling all customer interactions, and be able to offer an efficient service, whilst maintaining effective data records. With an understanding of problem solving, a high level of customer satisfaction will be offered.
Eight units must be completed for the full NVQ. Each candidate must complete all the mandatory units, plus four optional units
Mandatory units
All must be completed.
- Maintain a safe, hygienic and secure working environment
- Contribute to effective teamwork
- Deal with communications as part of the reception function
- Give customers a positive impression of yourself and your organisation
Plus two of the following:
Optional units A
- Deal with the arrival of customers
- Deal with bookings
- Prepare customer accounts and deal with departures
- Maintain and deal with payments
Plus two of the following:
Optional units B
- Exchange foreign cash and travellers cheques
- Prepare and print documents using a computer
- Record, store and supply information using a paper-based filing system
- Handle mail and book external services
- Resolve customer service problems
- Enter, retrieve and print data in a database
- Identify and provide tourism related information and advice
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