ISCED OPEN UNIVERSITY

DEPARTMENT OF ECONOMICS AND MANAGEMENT

DEGREE IN TOURISM MANAGEMENT

 Composition

Bernardo Daniel Tembe

Beira, June 03, 2023

 ISCED OPEN UNIVERSITY

DEPARTMENT OF ECONOMICS AND MANAGEMENT

DEGREE IN TOURISM MANAGEMENT

 Composition

Fieldwork submitted to the Tourism Management

Course, Department of Economics and
Management, as a requirement for obtaining an
academic degree in Tourism Management.

The student: The tutor:

Bernardo Daniel Tembe Farisai Gamariel

Beira, June 03, 2023

Index

Introduction 1

Welcoming Guests from Australia to a Resort in Mozambique 2

Conclusion 4
 1

Introduction
Reception is one of the key points in the guest experience at a resort. It is at this moment
that visitors have their first contact with the establishment, and an efficient and
welcoming reception is essential to provide a positive experience from the beginning. In
this work, we will explore the importance of reception in a resort, discussing its function,
characteristics and challenges

As an employee of a prestigious resort set in the captivating landscapes of Mozambique, I

take immense pride in providing exceptional service to visitors from around the world. In
this essay, I will describe the warm and hospitable welcome extended to guests of
Australia, ensuring that your stay is memorable and filled with the beauty and delights
of our resort.
 2

Welcoming Guests from Australia to a Resort in Mozambique

Home Country: Australia, a land known for its diverse natural wonders and vibrant
culture, is home to our esteemed guests.

Length of Stay: Welcoming Australian guests for a few days, our resort aims to provide
them with a relaxing and rejuvenating experience amidst the natural splendor of
Mozambique. Whether you're here for a short getaway or an extended vacation, our goal
is to make every moment memorable.

Welcome Procedures: Upon arrival, our Australian guests will be greeted with a
refreshing welcome drink, made from locally sourced tropical fruit, setting the tone for
their stay. Our friendly and professional staff will guide you through the check-in
process, assist with filling out forms and verifying travel documents to ensure a smooth
and hassle-free experience.

Efficient check-in: The check-in process should be quick and efficient to minimize
tourist waiting time. Request the necessary documents, such as a passport or
identification, and fill in the information in a registration system. Be sure to provide all
relevant information such as meal times, location of facilities and services available at
the resort.

Personalized accompaniment: During check-in, ask the tourist about their preferences
and specific needs. This may include special food requests, activity preferences or any
other specific requests. Show an interest in meeting their needs and be willing to make
adjustments whenever possible

Property Briefing: To familiarize our guests with the resort, we will provide a
comprehensive briefing on our facilities, services and amenities. This includes letting
them know about our dining options, recreational activities such as water sports, spa and
wellness services, and any other unique features that make our resort stand out. We will
also emphasize our commitment to sustainability and responsible tourism practices,
showcasing our efforts to protect the environment and support local communities.

Explanation of what to see and see: Recognizing the curiosity of Australian travellers,
we will provide you with detailed information on the must-see attractions and activities
available in the surrounding area. From pristine beaches and crystal clear waters for
 3

snorkeling and diving to the rich cultural heritage and local markets, we will ensure that
our guests have a comprehensive understanding of the diverse experiences that await
them. Listening and

Offering Suggestions: At our reception, we prioritize listening to the needs and

preferences of our guests. We encourage Australian visitors to share their interests and
desired activities, allowing us to tailor their experience accordingly. Whether they're
looking for adventure, relaxation or cultural exploration, our experienced staff will
provide personalized suggestions, ensuring your stay is in line with your wishes and
expectations.

Resort Orientation: After check-in, provide a brief orientation about resort facilities.
Explain the location of rooms, restaurants, pools, gym and other relevant areas. Highlight
available services, such as a spa, sports activities or excursions, and provide information
about opening hours and how to use them. Presentation of Rules and Regulations: It is
important to provide the tourist with information about the rules and regulations of the
resort. This includes cancellation policies, quiet hours, dress code in specific areas and
other relevant guidelines. Be sure to explain this information clearly and answer any
questions the tourist may have.

Suggestions of local activities and attractions: Based on the preferences and interests
of the tourist, offer suggestions for local activities and attractions. Inform about
sightseeing, nearby beaches, sights, cultural events or outdoor activities available in the
area. This helps the tourist to make the most of their stay and explore the surroundings.

Concierge service: Provide a concierge service to assist tourists with any additional
requests. This could include restaurant reservations, transportation, car hire, information
about local events or any other service the tourist might need during their stay.

Follow-up and feedback: During the tourist's stay, maintain frequent contact to ensure
that their needs are being met. Be available to answer questions, resolve issues, or
provide additional assistance. Upon guest departure, solicit feedback on their resort
experience to identify areas for improvement and ensure continued service improvement
 4

Conclusion
The front desk at a resort plays a crucial role in the guest experience. An efficient,
friendly and well-trained front desk contributes to customer satisfaction, loyalty and
the establishment's positive reputation. However, it is important to recognize the
challenges faced by the reception team and constantly seek improvement and innovation
in guest service.

In short, the reception at a resort is an essential part of the guest experience, being
responsible for creating a positive first impression and establishing a relationship of
trust. Investing in training, quality of service and strategies to deal with challenges is
essential for the success of a resort in welcoming its visitors.

Reception is one of the key points in the guest experience at a resort. It is at this moment
that visitors have their first contact with the establishment, and an efficient and
welcoming reception is essential to provide a positive experience from the beginning. In
this work, we will explore the importance of reception in a resort, discussing its function,
characteristics and challenges.

Welcoming Australian guests to our resort in Mozambique is an opportunity to showcase

the beauty, hospitality and unique experiences our destination has to offer. By providing
a warm welcome, personalized guidance and a wealth of information, we aim to ensure
that your stay exceeds your expectations and creates lasting memories.

We strive to foster a sense of belonging and appreciation for Mozambique's breathtaking

landscapes and rich cultural heritage, leaving our Australian guests with an enduring love
of our country and a desire to return.