BANGLADESH TECHNICAL EDUCATION BOARD

SYLLABUS FOR THE SHORT COURSE

ON

RECEPTIONIST

Total Duration: 360 hours

 Course Title: RECEPTIONIST

Index:

Sl. no. Subject Page No.

01 Introduction 2
02 Objectives 2
03 Course out line 2
04 Competencies 3
05 Contents 4
06 Job List
07 Entry Qualification 6
08 Employee Opportunities 7
09 List of Tools/Equipment 7
10 Book Reference 7

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 RECEPTIONIST
INTRODUCTION:
Tourism is a service oriented industry. By its nature, it is a highly labour intensive
activity as it relies so much on personal service. Tourism is probably the sector of
economy which is least vulnerable to substitution of labour by technology. Since
middle of the last century the service industry is developing in an irresistible pace
throughout the world. But in our country it is still in its infancy. In view of the above,
for the all out development of service industry in our country the need for creation of
a contingent of highly trained manpower will not be an exaggeration. Moreover,
tourism has a multiple role to play in socio-economic sector of a country. It
contributes to national economic growth, employment opportunities, alleviation of
poverty as well as socio-cultural solidarity. To meet the destined role of tourism
industry skilled manpower is an essential component and this trained manpower can
be of great benefit to the employer, employee and guest and in the long run to the
country as well.

OBJECTIVES:
The objectives of the course module are as follows:
• to create a host of skilled professionals to meet domestic demand and export
abroad.
• to create opportunities for the employers of the country to choose appropriate
trained manpower for employment in their respective outlets.
• to help to alleviate poverty and to get rid of unemployment crisis of the
country.
• to help elevate standard of services of hospitality industry of the country.
• to earn foreign currency by exporting trained manpower for economic growth
of the country.

COURSE OUTLINE:

Name of Course Duration of Course Entry

Qualification
Basic Level Total 360 hours 06 days per week Minimum
Receptionist Per day 08 hours SSC Pass
Theory = 100 Theory = 02 hours
Practice = 260 Practice = 06 hours
Total duration = 08h per job

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LIST OF COMPETENCES:
01. Tourism Knowledge: What is tourism, What is tourism product, Who are tourists,
Knowledge about Reception.
02. English Language: Fluency in trade related English, Familiarization with
terminology used in the Reception.
03. Guest Welcoming: Meeting and Greeting, Creating a warm welcome, Welcome
Phrases, Politeness and etiquette.
04. Using of Communication Tools: Using and cleaning of telephone system,
Facsimile and Computer.
05. Handling Mail and Messages: Types of mail and messages, Procedure for
handling mail and messages.
06. Dealing with Guest Inquiries: Types of inquiry, Dealing with a guest inquiry,
Dealing with emergencies.
07. Hygiene and Fist Aid: Personal hygiene habits, Personal hygiene code for staff,
Basic first aid techniques.
08. Customer Care: The concept of hospitality and service, Customer care, Providing
Quality Service, Meeting different needs.
09. Complaint Handling: Causes of complaints, Complaints procedure, Dealing with
difficult customers, Recording complaints, Accepting complaints.

BASIC COMPETENCES:

COMMON COMPETENCES:
01. Tourism Knowledge: What is tourism, What is tourism product, Who are tourists,
Knowledge about Reception.
02. English Language: Fluency in trade related English, Familiarization with
terminology used in the Reception.
03. Hygiene and Fist Aid: Personal hygiene habits, Personal hygiene code for staff,
Basic first aid techniques.
04. Customer Care: The concept of hospitality and service, Customer care, Providing
Quality Service, Meeting different needs.

CORE COMPETENCES:
01. Guest Welcoming: Meeting and Greeting, Creating a warm welcome, Welcome
Phrases, Politeness and etiquette.
02. Using of Communication Tools: Using and cleaning of telephone system,
Facsimile and Computer.
03. Handling Mail and Messages: Types of mail and messages, Procedure for
handling mail and messages.
04. Dealing with Guest Inquiries: Types of inquiry, Dealing with a guest inquiry,
Dealing with emergencies.
05. Complaint Handling: Causes of complaints, Complaints procedure, Dealing with
difficult customers, Recording complaints, Accepting complaints.

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 a) CONTENTS: (i) Basic Competencies - 30 hours
Period Topics Hours
1. Receive and Respond, Participate and Lead to workplace communication:
1 a) Explain & follow routinely speaking & messages in a 1
workplace.
2 b) Follow routinely Speaking & message. 1
3 c) Perform work duties following written notices. 1
2. Work with others, Team Environment and Lead small Teams:
3 a) Develop effective workplace relationship. 1.5
4 b) Contribute to work group activities. 1.5
3. Demonstrate work values, Practice career professionalism and Develop & Practice
Negotiation skills
5 a) Define the purpose of works. 1
6 b) Apply work values/ethics. 1
7 c) Deal with ethical problems. 1
8 d) Maintain integrity of conduct in the workplace. 1
4. Practice housekeeping procedures, Occupational health and safety procedure and Solve
problems related to work Activities:
9 a) Sort and remove unnecessary items. 1
10 b) Arrange items. 1
11 c) Maintain work areas, Tools and Equipments. 1
12 d) Follow standardizes work process and procedures. 1
13 e) perform work spontaneously. 1
14 a. Use Mathematical Concepts & Techniques and Use 3
Relevant Technologies:
6. Personal Manner:
15 a) Show good Manner. 2
16 b) Respect honorable person (Sir, Senior, Trainees). 2
17 c) Cooperate & Thinking to each and other about practical 2
works.
18 d) Maintain sequence in practical works. 2
19 e) Own Responsibility & Duties of practical works. 2
20 f) Observation of all practical works. 2

a) (ii) Communicative English - 30 hours (Practical)

a) Interpret the meaning of given words (by the teachers) - Vocabulary.
b) Speaking on a specific Situation.
c) Public speaking.
d) Exchanging views with target persons.
e) Introducing one self.
f) Describing & narrating events, places, objects etc.

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 Communicative English - 30 hours
Related Subject-10 hours and General Subject- 20 hours 1 hour/period
On the completion of this course trainees will be able to:
1. Speak in English with confidence
2. Communicate with target persons effectively.
3. Understand the speech of English users.
4. Achieve better professional performance.
No. of Tropics- Conversational Situation hours
period
01 Speaking English – Getting Information & Finding one’s way 1
02 Speaking English – About Tools and Equipments 1
03 Speaking English – About meeting some one & participating in 1
class.
04 Speaking English – Daily Activities & Asking About Activities 1
05 Speaking English – Evening Activities and about theoretical 1
contents.
06 Speaking English – Meeting at the Train station & Asking Question 1
at the Train station.
07 Speaking English – Meeting at the Airport & Getting information at 1
the Airport’s
08 Speaking English – About different type of Measuring Tools and 1
Cutting Tools
09 Speaking English – Getting to the Hotel & Asking direction. 1
10 Speaking English – Asking about Buses & Traveling by bus. 1
11 Speaking English - About Practical Class. 1
12 Speaking English – Going by Taxi and Asking the time. 1
13 Speaking English – Arriving early or late and Time and the 1
calendar.
14 Speaking English – Living in an Apartment. 1
15 Speaking English – Using the Telephone. 1
16 Speaking English – Getting help in stores and talking about 1
shopping.
17 Speaking English – Sending and Receiving Letters. 1
18 Speaking English – Talking about the Weather & Trips and sight 1
seeing.
19 Speaking English – Talking about Eating & Dinner Conversation. 1
20 Speaking English – About Machines and Materials. 1
21 Speaking English – Common Health problem and Quitting & 1
Finding Jobs.
22 Speaking English – Office Details and Office Conversation. 1
23 Speaking English – About Practical Job. 1
24 Speaking English – On a specific situation & Public speaking. 1
25 Speaking English – About Exchanging view with a Persons & 1

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 Introducing oneself.
26 Speaking English – Describing and Narrating events, place, Objects 1
etc.
27 Speaking English – About different type of computer, operating 4
system, system and operating software, add remove software, DBM,
Email and internet .

Theory Period/
Hours
Tourism Knowledge: What is tourism, What is tourism product, Who are 8
tourists, Knowledge about Reception.
English Language: Fluency in trade related English, Familiarization with 16
terminology used in the Reception.
Guest Welcoming: Meeting and Greeting, Creating a warm welcome, 14
Welcome Phrases, Politeness and etiquette.
Using of Communication Tools: Using and cleaning of telephone system, 12
Facsimile and Computer.
Handling Mail and Messages: Types of mail and messages, Procedure for 10
handling mail and messages.
Dealing with Guest Inquiries: Types of inquiry, Dealing with a guest 8
inquiry, Dealing with emergencies.
Hygiene and Fist Aid: Personal hygiene habits, Personal hygiene code for 8
staff, Basic first aid techniques
Customer Care: The concept of hospitality and service, Customer care, 10
Providing Quality Service, Meeting different needs.
Complaint Handling: Causes of complaints, Complaints procedure, Dealing 8
with difficult customers, Recording complaints, Accepting complaints.
Total (Hours) 84

Practical Period/
Hours
Guest Welcoming: Meeting and Greeting, Creating a warm welcome, 60
Welcome Phrases, Politeness and etiquette.
Using of Communication Tools: Using and cleaning of telephone system, 60
Facsimile and Computer.
Handling Mail and Messages: Types of mail and messages, Procedure for 60
handling mail and messages.
Dealing with Guest Inquiries: Types of inquiry, Dealing with a guest 72
inquiry, Dealing with emergencies.
Total (Hours) 252

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ENTRY QUALIFICATION:
Minimum Secondary School Certificate (SSC) or equivalent.

EMPLOYMENT OPPORTUTINITIES:

Hotels, Motels, Guest-Houses, Resorts, Vacation-Homes, Tourist information centers,

Restaurants, Coffee Shops, First Food Shops, Food Courts, Airline Companies, Railways,
Water Transport Companies, Rent-A-Cars, Taxicab Companies, Surface Transport
Companies, Parks, Theme Parks, Picnic Spots, Museums, Archaeological Sites and
Monuments, Travel Agents, Tour Operators, Corporate Companies, Trading Houses,
Govt. and Semi-govt. Offices, Hospitals, Clinics, Law Firms, Engineering Firms, NGO’s,
Development Companies, Housing Companies, Buying Houses, Consultancy Firms,
Educational Institutions and many more.

EQUIPMENT LIST:

01. PABX System

02. Telephone Extension Connections
03. Facsimile
04. Desk Top Computer
05. Computer Accessories
06. Photocopier
07. Directories
08. Files
09. Stationeries

BOOK REFERENCE:

01. Front Office Text Book – South Asia Integrated Tourism Human Resource
Development Program.
02. A Text Book of Tourism – B. K. Goaswami, G.
03. The Receptionist – Atkains, Hazel.

The End