Positive perceptions & impressions are vital for every Hotel Receptionist as they are the first point of contact for visitors.

Who should attend

 

Hotel Reception staff greeting visitors and taking reservations face to face or by telephone.

Learning Outcome

 

We can design a bespoke Hotel Receptionist training program to deliver the learning outcome you require for your staff.

Examples of Course Topics

 

Visitor Perceptions
    • The importance of customer perception and visitor relationships
    • Customers needs and expectations
    • The perception of your organisations Brand and service

 

Telephone Skills & Reservations
    • Reducing call duration times whilst keeping service quality high
    • The correct direction of callers
    • Improving listening and questioning skills to establish customers needs
    • Developing a professional telephone voice
    • Enhance your confidence when communicating with customers
    • Positive words, language and statements
    • Professional message taking

 

Handling Difficult Customer Situations
    • Recognising the characteristics of difficult customers
    • Showing genuine interest in the customers issues
    • Responsibility, Information and the direction of issues
    • Turning negatives into positives
    • Assertiveness skills
    • Techniques to handle anger, complaints and difficult issues
    • How to Say "NO" to people respectively and provide alternatives
    • How reactions can effect the 'counter reactions' of your customers
    • Calming angry & upset individuals
    • Recording official complaints
    • Staying motivated and in stressful situations

 

Exceptional Customer Service
    • Make an excellent first impression - Use body language and voice effectively
    • Techniques to consistently give your guests exceptional customer service
    • Value every guest - Learn the consequences of poor customer service
    • Give reassurance, support and advice to visitors where necessary
    • Empathy and sympathy techniques
    • Rapport building, 'mirroring' skills and over familiarity

 

Taking Advantage of Sales Opportunities

    • Listening skills to spot sales opportunities
    • Capitalising on customer loyalty
    • Understanding the sales process - Why people buy
    • Turning complaining customers into sales opportunities
    • Spotting buying signals and leading the call correctly
    • 'Up selling' and 'Cross selling' techniques

Group practical's, discussions and activities are used to maximise participation from every delegate.

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Training Format

  

The format you use will depend on the amount of people you would like to train and the availability of your receptionist staff.

 

Bespoke In-house Training

 

    • Ideal for training groups of staff.

    • Flexible and cost effective Training.

    • Design a bespoke Training program to meet the needs of your staff.

    • Typical course lengh between 1 - 3 days.

    • Training can be held at your premises or a venue of your choice.

    • Consultancy and training needs analysis available.

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Make an enquiry

  

Please contact us to discuss your Hotel Receptionist training brief or to make a booking:

  

    • Tel: 0800 121 4660   

    • Email: info@be-training.co.uk 

    • Complete a brief enquiry form and we will call you back.