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About This Course
What you will learn:
  • An Overview of Hotel Reception
  • Hotel Reception Standards Procedures
  • Customer Service in Hotel Reception
  • Communication Skills Required for Hotel Reception
  • Telephone Handling in a Hotel
  • How to Handle Difficult Hotel Guests
  • Administrative Skills as a Hotel Receptionist
  • Computer Skills and Programs
  • Brand Standards in the Hospitality World
  • Being a Team Player: Working with other Hotel Departments


Study Hotel Reception Courses and Pursue Your Passion for Customer Service

Do you have a passion for customer service? Do you want to find yourself in an exciting career where you meet new people from around the world? Being a hotel receptionist involves so much more than simply answering the phone. Our information packed Hotel Reception Courses is brimming with all the information you need to start a successful career as a hotel receptionist.

This course comprises sixteen modules, each focusing on different elements of hotel reception, giving you the knowledge, and skills you need to be successful in your position and provide guests with the best service. The course will take you around ten hours to complete. It is up to you how long you take you can study full or part time, based on your availability and current job status.

You will receive lifetime access to the training modules. This gives you the ability to go back and check up on things you are unsure of at any time. Furthermore, you will find that the Hotel Reception Online Courses is compatible with all devices, enabling you to study at your own pace and in your own time using your computer, laptop, tablet or smartphone.

What you will learn with our Hotel Reception Courses

  • A basic overview which covers everything from career opportunities to how to be a successful hotel receptionist.
  • Learn the standard procedures relating to hotel receptions. Learn how to check guests in and out and how to take reservations and so much more.
  • Identify with the importance of customer service. Learn about empathy, communication and how to make a good first impression.
  • Get to grips with communication skills. Learn about verbal, non-verbal and written communication skills within this busy and fast paced environment.
  • Learn the basics of handling the telephone in a professional manner. This module covers telephone etiquette and what you should and should not do.
  • Understand how to handle difficult guests. From time to time you will be faced with unhappy guests. Learn the different types of guests, tips on how to deal with them and so much more.
  • Get an understanding of the basic daily administrative tasks. Know what qualities you will need along with organisational skills and the ability to multi-task.
  • Identify what computer skills you are going to need to know. Understand the need for a good quality property management system and how to use OPERA and so much more.
  • Learn about the importance of branding within the hospitality industry. Understand the importance of a star rating and what the rating means.
  • Determine the importance of being a team player and working with other departments within the hotel.
  • Get a good understanding of health and safety within the hotel environment. Learn the different safety and security topics that relate to the hotel environment along with what you need to know to ensure safety in the reception area at all times.
  • Learn how to sell the hotel services to your guests and the benefits of upselling, along with how to use certain sales techniques.
  • Identify how to dress in a professional manner to make a good first impression on guests as well as learn how to deal with stress in this front line position.
  • Know any legal issues relating to your position as well as the future for the hotel receptionist.

How will the Hotel Reception Online Courses be delivered?

Courses are accessed online by any device including PC, tablet or Smart Phone. Upon purchase an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device.

  1. Learn the fundamentals of being a Hotel Receptionist
  2. Comprehensive 16 module Accredited Certificate in Hotel Reception Online Course
  3. Study along with simple instructions & demonstrations
  4. Written and developed by leading customer service experts
  5. Receive one-on-one online help & support
  6. Unlimited, lifetime access to online course
  7. Certificate of completion awarded with passing score for the online assessment
  8. Study at your own pace with no rigid class timetables, 24/7 from any computer or smart device

Hotel Reception Courses - Requirements

The Hotel Reception Online Courses is delivered 100 percent online 24/7.

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Registered students gain unrestricted access to the Hotel Reception Online Courses
  3. All course material is available online 24/7 and can be accessed using any device
  4. Study online from anywhere in your own time at your own pace
  5. All students who complete the course will be awarded with a certificate of completion

Hotel Reception Online Course Outline 

Module 1: An overview of Hotel Reception

The learning outcomes for this module are:

  • To learn about different training options for jobs in hotel reception
  • To understand 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

A hotel receptionist has a variety of responsibilities such as being the first to welcome travelers, tending to bookings, receiving messages, payments, and many more. The career of a hotel receptionist is genuinely not for everyone as it requires

Topics to be discussed include:

  • The Role of a Hotel Receptionist
  1. The Main Duties of a Hotel Receptionist
  2. Working Hours
  3. Hotel Reception Job Salary
  4. Requirements for Entry to Hotel Reception
  5. Training and Development in Hotel Reception
  6. Opportunities in Hotel Reception
  • What You Need to Be a Success in the Hotel Reception Industry
  1. Customer Service in the Hotel Industry
  2. The Ability to Follow Directions
  3. You Will Need Top-Notch Computer Skills
  4. Brush Up On Your Telephone Skills, Too
  5. Have Exceptional Skills in Safety and Security
  6. Good Planning and Organization Skills

Summary:

This module focused on the different opportunities for those who are interested in getting a career in the hospitality industry.

Module 2: Hotel Reception Standard Procedures 

The learning outcomes for this module are:

  • 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
  • To find out how hotel receptionists help other hotel departments

Some essential tasks that any aspiring receptionist should know are taking guest reservations, checking guests in and out, and providing good guest services.

Topics to be discussed include:

  • Taking Reservations
  1. Handling Reservation Changes
  2. Cancelling Reservations
  3. Handling Wait List Reservations
  4. Handling Booking Enquiries for Sold Out Dates
  • Guest Check-In Procedures
  1. Registering the Guest During Check-In
  2. Preparing the Guest’s Key
  • Guest Check-Out Procedures
  1. Preparing the Guest Folio for Check-Out
  2. Settling the Guest Account During Check-Out
  • Serving Guests as a Hotel Receptionist
  1. Switchboard Duties
  2. Concierge Duties
  3. Porter Duties
  4. Housekeeping Duties
  5. Food and Beverage
  6. Sales and Marketing

Summary:

This module explored the importance of standard procedures of a hotel reception position such as checking guests in and out, and many more.  

Module 3: Customer Service in Hotel Reception 

The learning outcomes for this module are:

  • 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
  • To understand how to successfully handle cultural diversity

The role of a hotel receptionist plays an essential role in establishing the first impression of guests. Customer service is an important role that is carried out by hotel receptionists. The module presents the foundations of customer service and the required necessary skills.

Topics to be discussed include:

  • A Short Note on Customer Service
  • Success in Hospitality: A Greater Focus on the Customer
  1. The Basics of Customer Service
  2. Attentiveness is another key skill for hospitality workers and for receptionists
  • Cultural Awareness at the Front Desk 
  1. Being Culturally Aware
  • Creating a Memorable Experience for Every Customer
  1. Why is Experience So Important?
  2. Working with Management
  • Simple Ideas for Creating a Great Experience
  1. Check-In
  2. Mid-Stay
  3. Check-Out

Summary:

In this module, it was tackled why customer service is a set of skills that requires ample amount of practice as it continuously develops.   

Module 4: Communication Skills Required for Hotel Reception 

The learning outcomes for this module are:

  • 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
  • To understand why effective communication is critical for hotel reception

Hotel receptionists should engage in employing practical communication skills and merely acknowledge the fundamentals of communication.  

Topics to be discussed include:

  • Communication
  1. Good versus Bad Communication
  • Types of Communication
  1. Verbal Communication
  2. Intrapersonal Communication
  3. Interpersonal Communication
  4. Group Conversation
  5. Public Communication
  • Non-verbal Communication
  1. Facial Expressions
  2. Posture and Body Movement
  3. Eye Contact
  4. Tone of Voice
  5. Space
  6. Touch
  • Written Communication
  1. Types of Written Communication
  2. Advantages
  3. Disadvantages
  • Visual Communication
  • Why Effective Communication Matters

Summary:

This module explained the reason why one of the determining factors of a successful hotel receptionist is communication.

Module 5: Telephone Handling in a Hotel 

 The learning outcomes for this module are:

  • 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
  • To learn more about how to build your telephone skills

Hotel receptionists are the first point of contact that guests make as they enter a hotel establishment. That is why hotel receptionists need to have good verbal and non-verbal cues to maintain the professional standards in their workplace.

Topics to be discussed include:

  • Telephone Etiquette
  • Why Telephone Etiquette Is Important
  • Telephone Etiquette: Dos & Don’ts
  1. Timing
  2. Preparation
  3. Greeting
  4. Speech
  5. Listen
  6. Ending the Conversation
  7. Placing Guests on Hold
  8. Transferring Calls
  9. Taking Messages
  10. Leaving Messages
  • Building Your Skills

Summary:

This module focused on the importance of communication for all hotel establishments and why it is also the fundamental skill that any aspiring hotel receptionist must-have.

Module 6: How to Handle Difficult Hotel Guests

The learning outcomes for this module are:

  • 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
  • To understand why it is important to properly handle difficult guests

Hotel receptionists play an essential role in the hotel industry since they are mainly the ones who make the first contact with any guests, and they are the primary point of contact throughout a guest's stay.

Topics to be discussed include:

  • Difficult Hotel Guests
  • Types of Difficult Hotel Guests
  1. Confused Guests
  2. Non-Responsive Guests
  3. Emotional Guests
  4. Verbally Demanding Guests
  5. Abusive Guests
  • Tips for Handling Difficult Guests
  1. Listen
  2. Practice Empathy
  3. Ask Questions
  4. Don’t Take it Personally
  5. Don’t Get Upset
  6. Summarize
  • The Importance of Adequately Dealing with Difficult Hotel Guests

Summary:

In this module, it was discussed the different kinds of guests that a hotel receptionist might encounter. It also discussed the various ways of how to handle and communicate with guests in order to remain professional and uphold the standards of the establishment.

Module 7: Administrative Skills as a Hotel Receptionist

 The learning outcomes for this module are:

  • 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 organizational abilities
  • To know how to prioritize, multitask, and problem solve easily
  • To find out the importance of a positive attitude in the hospitality industry

Hotel receptionists act as a hotel's representative wherein they offer guests any administrative support necessary. Their primary focus is fulfilling and satisfying the guests stay within the establishment.

Topics to be discussed include:

  • Technical Administrative Requirements
  • Organizing Events, Group Bookings, and Special Requests
  1. General events
  2. Conferences and Seminars
  3. Weddings and Parties
  • Skills and Interests
  • Importance of Attitude
  • Basic Skills and Qualities Required in Hospitality
  • Communication
  • Multitasking
  • Prioritizing
  • Organization
  1. Hospitality
  2. Workspace
  3. Filing System
  4. Replacements
  • Technical skills
  • Interpersonal skills
  • Initiative and problem-solving abilities
  • Dependability

Summary:

This module explored and discussed the various administrative duties and responsibilities of a hotel receptionist.

Module 8: Computer Skills and Programs

The learning outcomes for this module are:

  • 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
  • To understand how basic OPERA reports are helpful for hotel reception

In any workplace environment, having good computer skills is already a necessary requirement especially in the hotel industry.

Topics to be discussed include:

  • Computer Skills for Hotel Reception
  1. Receptionist Typing Skills
  2. Receptionist Data Entry Skills
  • Computer Programs for Hotel Reception
  1. Microsoft Word
  2. Additional Microsoft Word Features
  3. Some Examples of Other Word Processing Programs
  4. Microsoft Excel Spreadsheet Program
  5. Storing Data Functions
  6. Creating Spreadsheet Reports
  7. Property Management System Program
  • The OPERA Management System for Hotel Reception
  • Getting Started with OPERA/Basic Useful Screen Functions
  • Key Features of OPERA PMS for Hotel Reception
  1. View Room Availability
  2. Room Status and Management Details
  3. Guest Profile Information
  4. Front Desk Check-ins
  5. Complete Reservation Function
  6. Group Reservations Features
  7. Rate management
  • Basic Systems Reports for Reception
  • Alternative Property Management Program Software
  1. Hotello PMS
  2. Hotelware PMS
  3. Protel Air PMS

Summary:

This module highlighted the importance of knowing and understanding computer skills and different programs that are being used in the industry.

Module 9: Brand Standards in the Hospitality World

The learning outcomes for this module are:

  • 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
  • To explain the general comparison of known brand hotels and their ratings

Branding in various hotels have been long established and pertains specifically to the trademark of the hotel’s appearance and services.

Topics to be discussed include:

  • Brands and the Concept of Branding
  • Branding in the Hospitality World
  • Brand Standards and Support
  • The Value of Establishing Standards
  • Hotel Brand Standards and their Results
  1. The Physical Component of Brand Standards
  2. The Operating Component of Brand Standards
  • Hotel Brands and Popularity
  1. Consistency
  2. Location
  3. Showmanship
  4. Improvement
  • Hotel Star Ratings
  • Star Ratings Explained
  1. Five Star
  2. Four Star
  3. Three Star
  4. Two Star
  5. One Star
  6. The Seven Star Rating
  7. Other Worldwide Rating Systems
  • General Comparison of Brand Hotel Levels

Summary:

This module explained the branding that occurs in the hospitality sector. It also tackled the different rules and expectations that come with it.

Module 10: Being a Team Player: Working with Other Hotel Departments

The learning outcomes for this module are:

  • 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
  • To learn how to work with the concierge

It is essential to have a good relationship with your co-workers since the hotel's success depends on the ability of the team to work together in satisfying the needs of the guest.

Topics to be discussed include:

  • Why Teamwork Is Important in Hospitality
  • Key Characteristics of a Team Player
  1. Adaptability
  2. Strong Communicator
  3. Reliable
  4. Committed
  5. Ready to Take Responsibility
  6. Problem Solver
  7. Ready to Compromise
  • Working with the Kitchen
  • Working with Maintenance
  • Working with Management
  1. Improving Your Relationship with Your Boss
  2. Consider Things from Their Perspective
  3. Add Value
  4. Make Your Boss Look Good
  5. Understand How to Communicate with Your Boss
  6. Keep Them Informed
  7. Get to Know Your Manager
  8. Show Them Respect
  9. Don’t Talk About Your Boss
  10. Be Genuine
  • Working with the Concierge

Summary:

This module tackled the importance of building good teamwork between the employer and the employees in order to provide full service to their guests.

Module 11: Safety and Security in the Hotel 

The learning outcomes for this module are:

  • 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
  • To learn helpful tips to create and maintain a safe workplace

The hotel industry’s top priority is to ensure that its guests enjoy high quality service while also making sure that their safety and security is not being compromised.

Topics to be discussed include:

  • Hotel Safety
  • Key Hotel Safety Topics
  1. Fire Safety
  2. Accident & Personal Injury
  3. First Aid & CPR
  4. Workplace Safety
  • Key Security Topics
  1. Internal Security
  2. External Safety
  • The Role of the Hotel Receptionist
  1. Greet Guests
  2. Educate Guests
  3. Co-operate with Management
  4. Never Take Chances
  5. Raise Concerns
  6. Safety Equipment
  7. Training
  • Tips for a Safe Workplace
  1. Understand Your Responsibilities
  2. Develop a System
  3. Know the Laws and Regulations
  4. Address Hazards
  5. Create a Safety Culture

Summary:

This module discussed and explain the importance of ensuring and keeping the guests safety and security and at the same time giving them the ultimate experience away from home.

Module 12: Sales and Marketing as a Hotel Receptionist

The learning outcomes for this module are:

  • To learn about selling and marketing hotel services as a receptionist
  • To differentiate between upselling and cross-selling approaches
  • To understand the benefits of reception upselling and cross-selling products and services
  • To know some basic hotel sales techniques and when to apply them
  • To understand how to upsell during phone and reception guest interaction

One of the duties and responsibilities of a hotel receptionist besides greeting and assisting guests is handling booking reservations for guests. It is an essential duty since the sales of the hotel rely on the reservations being made by the guests.

Topics to be discussed include:

  • Hotel Receptionist: the Inconspicuous Salesperson
  • The Key to Successful Selling
  • What Products and Services to Market and Promote
  • Thorough Knowledge of Products and Services
  • Sales and Marketing Techniques: Upselling and Cross-selling
  1. Understanding Upselling at Reception
  2. The Benefits of Upselling
  3. The Art of Upselling
  4. What is Cross-Selling?
  5. Benefits of Cross-selling
  6. The Art of Cross-selling
  • The Ability to Spot Opportunities
  • Hotel Upselling & Cross-Selling Techniques
  1. Upselling Techniques for Hotels
  2. Cross-Selling Techniques for Hotels
  • Where to Sell Additional Products and Services
  1. At Booking
  2. At Check-In
  3. At Check-Out
  • Simple Rules to Remember at Reception
  • When Upselling Over the Telephone
  • When Upselling at Registration
  • Loyalty and Incentive Programs
  • Plan for Objections

Summary:

In this module, it was thoroughly discussed the importance of managing the hotel products and services and right approach of a receptionist towards their guests. Through these, a hotel establishment can make more sales and have several purchases.

Module 13: Dressing the Part: Creating the Professional Look in Hospitality

The learning outcomes for this module are:

  • 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
  • To understand workers’ rights and freedoms within employee dress codes

Topics to be discussed include:

  • Dressing for Professionalism
  • Dressing for an Interview
  • Clothing
  1. Women’s Clothing
  2. Men’s Clothing
  3. Shoes
  • Grooming
  1. Preparing Your Clothes for Work
  2. Ironing Your Clothes
  3. Shining Your Shoes
  • Tattoos and Piercings
  • Goals of a Dress Code
  • Individual Freedoms and
  • Employer Rights

Summary: 

Module 14: Keeping Stress Under Control on the Job

The learning outcomes for this module are:

  • 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
  • To learn helpful tips to maintain a stress-free environment 

Everyone experiences stress at some point; that is why it is essential to be knowledgeable about how to manage and recognize it in an efficient manner. Hotel receptionists are often faced with stressful situations as they are often the ones on the front lines of customer care.

Topics to be discussed include:

  • Stress
  • Types of Stress
  1. Routine Stress
  2. Sudden Changes
  3. Trauma
  • Symptoms of Stress
  1. Emotional Symptoms
  2. Physical Symptoms
  3. Mental Symptoms
  • Stress in the Hotel Industry
  • Tips for Dealing with Stress
  1. Identify Your Stressors
  2. Develop a Healthy Response
  3. Set Boundaries
  4. Recharge
  5. Relax
  6. Talk to Your Manager
  7. Find Support

Summary:

In this module, stress is considered as a natural part of life that has an impact on our body and how it can affect it positively or not. Hotel receptionists need to understand how to manage their stress levels and how to manage it properly.

Module 15: Legal Issues in Hospitality

The learning outcomes for this module are:

  • 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
  • To consider the importance of exclusion clauses in terms of hotel liability 

Ignorance of the law is not a credible excuse that is accepted when regulation was violated in the hotel. There are legal actions that are needed to be taken as some breaches of the law can be incredibly costly.  

Topics to be discussed include:

  • The Business Names Act
  1. The Importance of a Hotel Business Name
  2. Prohibited Names
  3. Internet Domain Business Names
  4. Rules of Disclosure
  • The Trade Descriptions Act
  • The Credit Card Order and the Data Protection Act
  • An Exclusion Clause
  • Fire Safety Regulations
  • Gas Safety Regulations
  • The Health and Safety at Work Act
  1. Working Time Regulations
  2. Safety Signs and Signals Regulations Act
  • The Employer’s Liability (Compulsory Insurance) Act
  • Food Hygiene
  1. Main Causes of Food Poisoning
  2. Poor Hygiene Standards
  • The Alcoholic Beverages Licensing Act
  • Music

Summary:

In this module, coherence to all codes. Laws and regulation is a must to steer clear of its consequences. The law is not only for guests, but some are specifically for hotel receptionists as well.

Module 16:  The Future For Hotel Receptionists

The learning outcomes for this module are:

  • 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
  • To understand the future of the role and advanced opportunities 

Hotel receptionists are given several responsibilities as hard work and determination are required. However, as they progress, they are given a chance to chance to learn, grow, and succeed in the field. 

Topics to be discussed include:

  • The Role of the Hotel Receptionist
  • The History of the Hotel Receptionist
Recognition & Accreditation

Upon successful completion of this course and achieving a passing score for the assessment, you will be issued with an international continuing education credit (CEU) certificate.

This Certificate is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Also, include it in your resume/CV, professional social media profiles and job applications.


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Units of Study

Module 1: An Overview of Hotel Reception

  • To learn about different training options for hotel reception jobs
  • To understand the career opportunities available 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

Module 2 : Hotel Reception Standard Procedures

  • 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 fo

Module 3 : Customer Service in Hotel Reception

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

Module 4 : Communication Skills Required for Hotel Reception

  • 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

Module 5 : Telephone Handling in a Hotel

  • 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

Module 6 : How to Handle Difficult Hotel Guests

  • 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

Module 7 : Administrative Skills as a Hotel Receptionist

  • 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

Module 8 : Computer Skills and Programs

  • 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

Module 9 : Brand Standards in the Hospitality World

  • 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

Module 10 : Being a Team Player: Working with Other Hotel Departments

  • 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

Module 11 : Safety and Security in the Hotel

  • 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

Module 12 : Sales and Marketing as a Hotel Receptionist

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

Module 13 : Dressing the Part: Creating the Professional Look in Hospitality

  • 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

Module 14 : Keeping Stress Under Control on the Job

  • 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

Module 15: Legal Issues in Hospitality

  • 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

Module 16: The Future for Hotel Receptionists

  • 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
Requirements

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

All systems

Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

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SALE ENDS TODAY

Hotel Reception Online Certificate Course

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Original price $399
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Current price $129

Hotel Reception Online Course

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Course Summary

  • Delivery: Online
  • Access: Unlimited Lifetime
  • Time: Study at your own pace
  • Duration: 8 to 10 Hours
  • Assessments: Yes
  • Qualification: Certificate
About This Course
What you will learn:
  • An Overview of Hotel Reception
  • Hotel Reception Standards Procedures
  • Customer Service in Hotel Reception
  • Communication Skills Required for Hotel Reception
  • Telephone Handling in a Hotel
  • How to Handle Difficult Hotel Guests
  • Administrative Skills as a Hotel Receptionist
  • Computer Skills and Programs
  • Brand Standards in the Hospitality World
  • Being a Team Player: Working with other Hotel Departments


Study Hotel Reception Courses and Pursue Your Passion for Customer Service

Do you have a passion for customer service? Do you want to find yourself in an exciting career where you meet new people from around the world? Being a hotel receptionist involves so much more than simply answering the phone. Our information packed Hotel Reception Courses is brimming with all the information you need to start a successful career as a hotel receptionist.

This course comprises sixteen modules, each focusing on different elements of hotel reception, giving you the knowledge, and skills you need to be successful in your position and provide guests with the best service. The course will take you around ten hours to complete. It is up to you how long you take you can study full or part time, based on your availability and current job status.

You will receive lifetime access to the training modules. This gives you the ability to go back and check up on things you are unsure of at any time. Furthermore, you will find that the Hotel Reception Online Courses is compatible with all devices, enabling you to study at your own pace and in your own time using your computer, laptop, tablet or smartphone.

What you will learn with our Hotel Reception Courses

  • A basic overview which covers everything from career opportunities to how to be a successful hotel receptionist.
  • Learn the standard procedures relating to hotel receptions. Learn how to check guests in and out and how to take reservations and so much more.
  • Identify with the importance of customer service. Learn about empathy, communication and how to make a good first impression.
  • Get to grips with communication skills. Learn about verbal, non-verbal and written communication skills within this busy and fast paced environment.
  • Learn the basics of handling the telephone in a professional manner. This module covers telephone etiquette and what you should and should not do.
  • Understand how to handle difficult guests. From time to time you will be faced with unhappy guests. Learn the different types of guests, tips on how to deal with them and so much more.
  • Get an understanding of the basic daily administrative tasks. Know what qualities you will need along with organisational skills and the ability to multi-task.
  • Identify what computer skills you are going to need to know. Understand the need for a good quality property management system and how to use OPERA and so much more.
  • Learn about the importance of branding within the hospitality industry. Understand the importance of a star rating and what the rating means.
  • Determine the importance of being a team player and working with other departments within the hotel.
  • Get a good understanding of health and safety within the hotel environment. Learn the different safety and security topics that relate to the hotel environment along with what you need to know to ensure safety in the reception area at all times.
  • Learn how to sell the hotel services to your guests and the benefits of upselling, along with how to use certain sales techniques.
  • Identify how to dress in a professional manner to make a good first impression on guests as well as learn how to deal with stress in this front line position.
  • Know any legal issues relating to your position as well as the future for the hotel receptionist.

How will the Hotel Reception Online Courses be delivered?

Courses are accessed online by any device including PC, tablet or Smart Phone. Upon purchase an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device.

  1. Learn the fundamentals of being a Hotel Receptionist
  2. Comprehensive 16 module Accredited Certificate in Hotel Reception Online Course
  3. Study along with simple instructions & demonstrations
  4. Written and developed by leading customer service experts
  5. Receive one-on-one online help & support
  6. Unlimited, lifetime access to online course
  7. Certificate of completion awarded with passing score for the online assessment
  8. Study at your own pace with no rigid class timetables, 24/7 from any computer or smart device

Hotel Reception Courses - Requirements

The Hotel Reception Online Courses is delivered 100 percent online 24/7.

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Registered students gain unrestricted access to the Hotel Reception Online Courses
  3. All course material is available online 24/7 and can be accessed using any device
  4. Study online from anywhere in your own time at your own pace
  5. All students who complete the course will be awarded with a certificate of completion

Hotel Reception Online Course Outline 

Module 1: An overview of Hotel Reception

The learning outcomes for this module are:

  • To learn about different training options for jobs in hotel reception
  • To understand 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

A hotel receptionist has a variety of responsibilities such as being the first to welcome travelers, tending to bookings, receiving messages, payments, and many more. The career of a hotel receptionist is genuinely not for everyone as it requires

Topics to be discussed include:

  • The Role of a Hotel Receptionist
  1. The Main Duties of a Hotel Receptionist
  2. Working Hours
  3. Hotel Reception Job Salary
  4. Requirements for Entry to Hotel Reception
  5. Training and Development in Hotel Reception
  6. Opportunities in Hotel Reception
  • What You Need to Be a Success in the Hotel Reception Industry
  1. Customer Service in the Hotel Industry
  2. The Ability to Follow Directions
  3. You Will Need Top-Notch Computer Skills
  4. Brush Up On Your Telephone Skills, Too
  5. Have Exceptional Skills in Safety and Security
  6. Good Planning and Organization Skills

Summary:

This module focused on the different opportunities for those who are interested in getting a career in the hospitality industry.

Module 2: Hotel Reception Standard Procedures 

The learning outcomes for this module are:

  • 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
  • To find out how hotel receptionists help other hotel departments

Some essential tasks that any aspiring receptionist should know are taking guest reservations, checking guests in and out, and providing good guest services.

Topics to be discussed include:

  • Taking Reservations
  1. Handling Reservation Changes
  2. Cancelling Reservations
  3. Handling Wait List Reservations
  4. Handling Booking Enquiries for Sold Out Dates
  • Guest Check-In Procedures
  1. Registering the Guest During Check-In
  2. Preparing the Guest’s Key
  • Guest Check-Out Procedures
  1. Preparing the Guest Folio for Check-Out
  2. Settling the Guest Account During Check-Out
  • Serving Guests as a Hotel Receptionist
  1. Switchboard Duties
  2. Concierge Duties
  3. Porter Duties
  4. Housekeeping Duties
  5. Food and Beverage
  6. Sales and Marketing

Summary:

This module explored the importance of standard procedures of a hotel reception position such as checking guests in and out, and many more.  

Module 3: Customer Service in Hotel Reception 

The learning outcomes for this module are:

  • 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
  • To understand how to successfully handle cultural diversity

The role of a hotel receptionist plays an essential role in establishing the first impression of guests. Customer service is an important role that is carried out by hotel receptionists. The module presents the foundations of customer service and the required necessary skills.

Topics to be discussed include:

  • A Short Note on Customer Service
  • Success in Hospitality: A Greater Focus on the Customer
  1. The Basics of Customer Service
  2. Attentiveness is another key skill for hospitality workers and for receptionists
  • Cultural Awareness at the Front Desk 
  1. Being Culturally Aware
  • Creating a Memorable Experience for Every Customer
  1. Why is Experience So Important?
  2. Working with Management
  • Simple Ideas for Creating a Great Experience
  1. Check-In
  2. Mid-Stay
  3. Check-Out

Summary:

In this module, it was tackled why customer service is a set of skills that requires ample amount of practice as it continuously develops.   

Module 4: Communication Skills Required for Hotel Reception 

The learning outcomes for this module are:

  • 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
  • To understand why effective communication is critical for hotel reception

Hotel receptionists should engage in employing practical communication skills and merely acknowledge the fundamentals of communication.  

Topics to be discussed include:

  • Communication
  1. Good versus Bad Communication
  • Types of Communication
  1. Verbal Communication
  2. Intrapersonal Communication
  3. Interpersonal Communication
  4. Group Conversation
  5. Public Communication
  • Non-verbal Communication
  1. Facial Expressions
  2. Posture and Body Movement
  3. Eye Contact
  4. Tone of Voice
  5. Space
  6. Touch
  • Written Communication
  1. Types of Written Communication
  2. Advantages
  3. Disadvantages
  • Visual Communication
  • Why Effective Communication Matters

Summary:

This module explained the reason why one of the determining factors of a successful hotel receptionist is communication.

Module 5: Telephone Handling in a Hotel 

 The learning outcomes for this module are:

  • 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
  • To learn more about how to build your telephone skills

Hotel receptionists are the first point of contact that guests make as they enter a hotel establishment. That is why hotel receptionists need to have good verbal and non-verbal cues to maintain the professional standards in their workplace.

Topics to be discussed include:

  • Telephone Etiquette
  • Why Telephone Etiquette Is Important
  • Telephone Etiquette: Dos & Don’ts
  1. Timing
  2. Preparation
  3. Greeting
  4. Speech
  5. Listen
  6. Ending the Conversation
  7. Placing Guests on Hold
  8. Transferring Calls
  9. Taking Messages
  10. Leaving Messages
  • Building Your Skills

Summary:

This module focused on the importance of communication for all hotel establishments and why it is also the fundamental skill that any aspiring hotel receptionist must-have.

Module 6: How to Handle Difficult Hotel Guests

The learning outcomes for this module are:

  • 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
  • To understand why it is important to properly handle difficult guests

Hotel receptionists play an essential role in the hotel industry since they are mainly the ones who make the first contact with any guests, and they are the primary point of contact throughout a guest's stay.

Topics to be discussed include:

  • Difficult Hotel Guests
  • Types of Difficult Hotel Guests
  1. Confused Guests
  2. Non-Responsive Guests
  3. Emotional Guests
  4. Verbally Demanding Guests
  5. Abusive Guests
  • Tips for Handling Difficult Guests
  1. Listen
  2. Practice Empathy
  3. Ask Questions
  4. Don’t Take it Personally
  5. Don’t Get Upset
  6. Summarize
  • The Importance of Adequately Dealing with Difficult Hotel Guests

Summary:

In this module, it was discussed the different kinds of guests that a hotel receptionist might encounter. It also discussed the various ways of how to handle and communicate with guests in order to remain professional and uphold the standards of the establishment.

Module 7: Administrative Skills as a Hotel Receptionist

 The learning outcomes for this module are:

  • 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 organizational abilities
  • To know how to prioritize, multitask, and problem solve easily
  • To find out the importance of a positive attitude in the hospitality industry

Hotel receptionists act as a hotel's representative wherein they offer guests any administrative support necessary. Their primary focus is fulfilling and satisfying the guests stay within the establishment.

Topics to be discussed include:

  • Technical Administrative Requirements
  • Organizing Events, Group Bookings, and Special Requests
  1. General events
  2. Conferences and Seminars
  3. Weddings and Parties
  • Skills and Interests
  • Importance of Attitude
  • Basic Skills and Qualities Required in Hospitality
  • Communication
  • Multitasking
  • Prioritizing
  • Organization
  1. Hospitality
  2. Workspace
  3. Filing System
  4. Replacements
  • Technical skills
  • Interpersonal skills
  • Initiative and problem-solving abilities
  • Dependability

Summary:

This module explored and discussed the various administrative duties and responsibilities of a hotel receptionist.

Module 8: Computer Skills and Programs

The learning outcomes for this module are:

  • 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
  • To understand how basic OPERA reports are helpful for hotel reception

In any workplace environment, having good computer skills is already a necessary requirement especially in the hotel industry.

Topics to be discussed include:

  • Computer Skills for Hotel Reception
  1. Receptionist Typing Skills
  2. Receptionist Data Entry Skills
  • Computer Programs for Hotel Reception
  1. Microsoft Word
  2. Additional Microsoft Word Features
  3. Some Examples of Other Word Processing Programs
  4. Microsoft Excel Spreadsheet Program
  5. Storing Data Functions
  6. Creating Spreadsheet Reports
  7. Property Management System Program
  • The OPERA Management System for Hotel Reception
  • Getting Started with OPERA/Basic Useful Screen Functions
  • Key Features of OPERA PMS for Hotel Reception
  1. View Room Availability
  2. Room Status and Management Details
  3. Guest Profile Information
  4. Front Desk Check-ins
  5. Complete Reservation Function
  6. Group Reservations Features
  7. Rate management
  • Basic Systems Reports for Reception
  • Alternative Property Management Program Software
  1. Hotello PMS
  2. Hotelware PMS
  3. Protel Air PMS

Summary:

This module highlighted the importance of knowing and understanding computer skills and different programs that are being used in the industry.

Module 9: Brand Standards in the Hospitality World

The learning outcomes for this module are:

  • 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
  • To explain the general comparison of known brand hotels and their ratings

Branding in various hotels have been long established and pertains specifically to the trademark of the hotel’s appearance and services.

Topics to be discussed include:

  • Brands and the Concept of Branding
  • Branding in the Hospitality World
  • Brand Standards and Support
  • The Value of Establishing Standards
  • Hotel Brand Standards and their Results
  1. The Physical Component of Brand Standards
  2. The Operating Component of Brand Standards
  • Hotel Brands and Popularity
  1. Consistency
  2. Location
  3. Showmanship
  4. Improvement
  • Hotel Star Ratings
  • Star Ratings Explained
  1. Five Star
  2. Four Star
  3. Three Star
  4. Two Star
  5. One Star
  6. The Seven Star Rating
  7. Other Worldwide Rating Systems
  • General Comparison of Brand Hotel Levels

Summary:

This module explained the branding that occurs in the hospitality sector. It also tackled the different rules and expectations that come with it.

Module 10: Being a Team Player: Working with Other Hotel Departments

The learning outcomes for this module are:

  • 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
  • To learn how to work with the concierge

It is essential to have a good relationship with your co-workers since the hotel's success depends on the ability of the team to work together in satisfying the needs of the guest.

Topics to be discussed include:

  • Why Teamwork Is Important in Hospitality
  • Key Characteristics of a Team Player
  1. Adaptability
  2. Strong Communicator
  3. Reliable
  4. Committed
  5. Ready to Take Responsibility
  6. Problem Solver
  7. Ready to Compromise
  • Working with the Kitchen
  • Working with Maintenance
  • Working with Management
  1. Improving Your Relationship with Your Boss
  2. Consider Things from Their Perspective
  3. Add Value
  4. Make Your Boss Look Good
  5. Understand How to Communicate with Your Boss
  6. Keep Them Informed
  7. Get to Know Your Manager
  8. Show Them Respect
  9. Don’t Talk About Your Boss
  10. Be Genuine
  • Working with the Concierge

Summary:

This module tackled the importance of building good teamwork between the employer and the employees in order to provide full service to their guests.

Module 11: Safety and Security in the Hotel 

The learning outcomes for this module are:

  • 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
  • To learn helpful tips to create and maintain a safe workplace

The hotel industry’s top priority is to ensure that its guests enjoy high quality service while also making sure that their safety and security is not being compromised.

Topics to be discussed include:

  • Hotel Safety
  • Key Hotel Safety Topics
  1. Fire Safety
  2. Accident & Personal Injury
  3. First Aid & CPR
  4. Workplace Safety
  • Key Security Topics
  1. Internal Security
  2. External Safety
  • The Role of the Hotel Receptionist
  1. Greet Guests
  2. Educate Guests
  3. Co-operate with Management
  4. Never Take Chances
  5. Raise Concerns
  6. Safety Equipment
  7. Training
  • Tips for a Safe Workplace
  1. Understand Your Responsibilities
  2. Develop a System
  3. Know the Laws and Regulations
  4. Address Hazards
  5. Create a Safety Culture

Summary:

This module discussed and explain the importance of ensuring and keeping the guests safety and security and at the same time giving them the ultimate experience away from home.

Module 12: Sales and Marketing as a Hotel Receptionist

The learning outcomes for this module are:

  • To learn about selling and marketing hotel services as a receptionist
  • To differentiate between upselling and cross-selling approaches
  • To understand the benefits of reception upselling and cross-selling products and services
  • To know some basic hotel sales techniques and when to apply them
  • To understand how to upsell during phone and reception guest interaction

One of the duties and responsibilities of a hotel receptionist besides greeting and assisting guests is handling booking reservations for guests. It is an essential duty since the sales of the hotel rely on the reservations being made by the guests.

Topics to be discussed include:

  • Hotel Receptionist: the Inconspicuous Salesperson
  • The Key to Successful Selling
  • What Products and Services to Market and Promote
  • Thorough Knowledge of Products and Services
  • Sales and Marketing Techniques: Upselling and Cross-selling
  1. Understanding Upselling at Reception
  2. The Benefits of Upselling
  3. The Art of Upselling
  4. What is Cross-Selling?
  5. Benefits of Cross-selling
  6. The Art of Cross-selling
  • The Ability to Spot Opportunities
  • Hotel Upselling & Cross-Selling Techniques
  1. Upselling Techniques for Hotels
  2. Cross-Selling Techniques for Hotels
  • Where to Sell Additional Products and Services
  1. At Booking
  2. At Check-In
  3. At Check-Out
  • Simple Rules to Remember at Reception
  • When Upselling Over the Telephone
  • When Upselling at Registration
  • Loyalty and Incentive Programs
  • Plan for Objections

Summary:

In this module, it was thoroughly discussed the importance of managing the hotel products and services and right approach of a receptionist towards their guests. Through these, a hotel establishment can make more sales and have several purchases.

Module 13: Dressing the Part: Creating the Professional Look in Hospitality

The learning outcomes for this module are:

  • 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
  • To understand workers’ rights and freedoms within employee dress codes

Topics to be discussed include:

  • Dressing for Professionalism
  • Dressing for an Interview
  • Clothing
  1. Women’s Clothing
  2. Men’s Clothing
  3. Shoes
  • Grooming
  1. Preparing Your Clothes for Work
  2. Ironing Your Clothes
  3. Shining Your Shoes
  • Tattoos and Piercings
  • Goals of a Dress Code
  • Individual Freedoms and
  • Employer Rights

Summary: 

Module 14: Keeping Stress Under Control on the Job

The learning outcomes for this module are:

  • 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
  • To learn helpful tips to maintain a stress-free environment 

Everyone experiences stress at some point; that is why it is essential to be knowledgeable about how to manage and recognize it in an efficient manner. Hotel receptionists are often faced with stressful situations as they are often the ones on the front lines of customer care.

Topics to be discussed include:

  • Stress
  • Types of Stress
  1. Routine Stress
  2. Sudden Changes
  3. Trauma
  • Symptoms of Stress
  1. Emotional Symptoms
  2. Physical Symptoms
  3. Mental Symptoms
  • Stress in the Hotel Industry
  • Tips for Dealing with Stress
  1. Identify Your Stressors
  2. Develop a Healthy Response
  3. Set Boundaries
  4. Recharge
  5. Relax
  6. Talk to Your Manager
  7. Find Support

Summary:

In this module, stress is considered as a natural part of life that has an impact on our body and how it can affect it positively or not. Hotel receptionists need to understand how to manage their stress levels and how to manage it properly.

Module 15: Legal Issues in Hospitality

The learning outcomes for this module are:

  • 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
  • To consider the importance of exclusion clauses in terms of hotel liability 

Ignorance of the law is not a credible excuse that is accepted when regulation was violated in the hotel. There are legal actions that are needed to be taken as some breaches of the law can be incredibly costly.  

Topics to be discussed include:

  • The Business Names Act
  1. The Importance of a Hotel Business Name
  2. Prohibited Names
  3. Internet Domain Business Names
  4. Rules of Disclosure
  • The Trade Descriptions Act
  • The Credit Card Order and the Data Protection Act
  • An Exclusion Clause
  • Fire Safety Regulations
  • Gas Safety Regulations
  • The Health and Safety at Work Act
  1. Working Time Regulations
  2. Safety Signs and Signals Regulations Act
  • The Employer’s Liability (Compulsory Insurance) Act
  • Food Hygiene
  1. Main Causes of Food Poisoning
  2. Poor Hygiene Standards
  • The Alcoholic Beverages Licensing Act
  • Music

Summary:

In this module, coherence to all codes. Laws and regulation is a must to steer clear of its consequences. The law is not only for guests, but some are specifically for hotel receptionists as well.

Module 16:  The Future For Hotel Receptionists

The learning outcomes for this module are:

  • 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
  • To understand the future of the role and advanced opportunities 

Hotel receptionists are given several responsibilities as hard work and determination are required. However, as they progress, they are given a chance to chance to learn, grow, and succeed in the field. 

Topics to be discussed include:

  • The Role of the Hotel Receptionist
  • The History of the Hotel Receptionist
Recognition & Accreditation

Upon successful completion of this course and achieving a passing score for the assessment, you will be issued with an international continuing education credit (CEU) certificate.

This Certificate is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Also, include it in your resume/CV, professional social media profiles and job applications.


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Units of Study

Module 1: An Overview of Hotel Reception

  • To learn about different training options for hotel reception jobs
  • To understand the career opportunities available 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

Module 2 : Hotel Reception Standard Procedures

  • 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 fo

Module 3 : Customer Service in Hotel Reception

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

Module 4 : Communication Skills Required for Hotel Reception

  • 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

Module 5 : Telephone Handling in a Hotel

  • 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

Module 6 : How to Handle Difficult Hotel Guests

  • 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

Module 7 : Administrative Skills as a Hotel Receptionist

  • 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

Module 8 : Computer Skills and Programs

  • 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

Module 9 : Brand Standards in the Hospitality World

  • 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

Module 10 : Being a Team Player: Working with Other Hotel Departments

  • 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

Module 11 : Safety and Security in the Hotel

  • 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

Module 12 : Sales and Marketing as a Hotel Receptionist

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

Module 13 : Dressing the Part: Creating the Professional Look in Hospitality

  • 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

Module 14 : Keeping Stress Under Control on the Job

  • 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

Module 15: Legal Issues in Hospitality

  • 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

Module 16: The Future for Hotel Receptionists

  • 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
Requirements

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

All systems

Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

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By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.

Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

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The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.

Please also check the course summary, as a small selection of courses have limited access.

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This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

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