HOTEL RECEPTIONIST COURSE

Module I - General Framework Module V - Front Office

1.1- Hotel establishments 5.1 The concept
1.2 - Accommodation typologies 5.2 Physical space and equipment
1.3 - Hosting Modalities 5.3 Relationship with Housekeeping and
1.4 - Technical Terminology Back Office
5.4 The Reception
Module II - Structural Organization of a 5.4.1 Organization and functions
Hotel 5.4.2 The Receptionist
2.1 General and Departmental A - Competences
Organizational Charts B - Personal Image / Presentation / Posture
2.2 Structure of a large hotel unit C - Code of conduct
2.3 Structure of a small hotel unit D - Professional and Personal
2.4 Interdepartmental Relationship Requirements
2.5 Relationship of the hotel unit with the 5.4.3 Shifts and Procedures
exterior 5.4.4 The receptionist as salesman
5.5 Check-In
Module III - Customer Cycle * Arrival Preparation
3.1 Consultation and Realization of the * Arrival Procedures
Reserve A- Individuals
3.2 Arrival B- Groups
3.3 Stay C-Walk-In
3.4 Exit D- No Show Processing
E- When a customer cannot be hosted
Module IV - Back-office- Bookings F- Rooming
4.1 Objectives and importance of the 5.5.6 Official Books and Unofficial Books
Reservations Department 5.5.7 Official and Unofficial Forms
4.2 Types of Reservations 5.5.8 Overbooking
4.2.1 Guaranteed 5.5.8.1 The concept
4.2.2 Not Guaranteed 5.5.9 Listings and Reports
4.3 Individual Booking Process 5.6 The Check-Out
A- Reserve Flow 5.6.1 Preparation of Exits and General
B- Customer History / Guest Profile Checkout Procedures
C- Booking Form or Bulletin 5.6.2 Billing and Receipts
D- Blacklist of customers 5.6.3 Account Adjustment / Zero out
E- Booking Confirmation, Change and balance
Cancellation 5.6.4 Late Charges
F- Lost Business Coding 5.6.5Late Check Out
G- Wait List 5.6.6 Express Check Out
4.4 Reservation Control Systems (Manual 5.6.7 Customer Satisfaction and Service
and Computerized) Quality Control
4.5 Status of Reservations 5.7 Box
4.6 Booking Reports 5.7.1 Objectives of a cashier system
4.7 Booking Sources 5.7.2 Types of Systems
A- Direct Reservations 5.7.3 Account Types and Basics
B- Traditional Indirect Reservations 5.7.4 Types of Vouchers
C- Electronic Indirect Reservations 5.7.5 Paid Out
4.8 Allotment Contracts with AV and OT 5.7.6 Refunds and Corrections
4.9 How to avoid No Show 5.7.7 Deposit and Prepayment Control
5.7.8 Payment Methods (Cash and Credit)
5.7.9 Issuance and Settlement of Invoices
5.7.10 Commissions

eFuturo - Formação e Recrutamento www.efuturoacademy.pt email: info@efuturoacademy.pt

LISBOA – T : +351 211 334 719 PORTO – T : +351 223 250 850 BRASIL - T: +5511 99129-3654 | 99129-4361
 5.8 Night Audit Module VI - Guest Relations
5.8.1 The role of the Night Auditor and Protocol
5.8.2 Daily Functions and Procedures 6.1 Daily Functions and
5.8.3 The importance of closing the hotel Procedures
day 6.2 VIP Treatment
5.8.4 Internal Control Techniques 6.3 Complaint Management and Handling
5.8.5 The Night Audit Process 6.4 Reception and accompaniment of
5.8.6 Reporting special customers
5.9 Ordinance A- Babies and children
5.9.1 Staff and duties B- Seniors
5.9.2 Key and Pass Control C- Disabled
5.9.3 Mail, Faxes and Messages D- Patients
5.9.4 Baggage Check
5.9.5 Safes Module VII - Internal Guest Security
5.9.6 Reservations and Information Functions
5.9.7 Supervision of spaces and people 7.1 The Role of Front Office and Floors
5.9.8 Materials, Contacts, and Worklists 7.2 Key Control
5.10 Communications / Phones 7.3 Safes
5.10.1 Telephone Answering Techniques 7.4 Lost and Found
5.10.2 External and Internal 7.5 Emergency Procedures
Communications
5.10.3 Other section functions

eFuturo - Formação e Recrutamento www.efuturoacademy.pt email: info@efuturoacademy.pt

LISBOA – T : +351 211 334 719 PORTO – T : +351 223 250 850 BRASIL - T: +5511 99129-3654 | 99129-4361
 Practical Workshops

Workshop A: Customer service, 3 hours

professional posture
Workshop B: Complaints Management 3 hours

eFuturo - Formação e Recrutamento www.efuturoacademy.pt email: info@efuturoacademy.pt

LISBOA – T : +351 211 334 719 PORTO – T : +351 223 250 850 BRASIL - T: +5511 99129-3654 | 99129-4361