Reception and Customer Service

TEACHING UNIT 1. THE RECEPTION DEPARTMENT

1. The department's objectives, functions, and responsibilities.
2. Outline of the physical, organizational, and functional structure.
3. Description of the front desk's interactions with other hotel departments.
4. Processing check-in and registration for guests with or without reservations, as well as for group guests, and preparing for their arrival.
5. Use of the appropriate computer applications for reception management.

TEACHING UNIT 2. SERVICES PROVIDED BY THE RECEPTION DEPARTMENT

1. Description of operations and processes during customers' stays: Identification and design of documentation. Foreign currency transactions.
2. Analysis of Nighttime Reception Services.

TEACHING UNIT 3. APPLIED INVOICING AND COLLECTION TECHNIQUES AND PROCESSES

1. Differentiation of the various payment methods and how they are used.
2. Analysis of billing and collection operations (both cash and credit) for services provided to customers, using both manual and computerized procedures. Daily closing.

TEACHING UNIT 4. COMMUNICATION IN THE ACCOMMODATION INDUSTRY

1. Development of hospitality techniques and social skills applied to the front desk.
2. Analysis of the communication process and its barriers.
3. Mapping communication techniques to the most common types of requests.
4. Troubleshooting Communication Issues.
5. Analysis of the characteristics of telephone and telematic communication.
6. Requesting information from the front desk using the various available methods.
7. The local tourism product: analysis and explanation of the resources, services, and infrastructure related to the tourism product.
8. Handling of plans, maps, and manuals related to tourism services and products in various settings.

TEACHING UNIT 5. CUSTOMER SERVICE

1. Interpretation of performance standards based on customer types.
2. Interpretation of basic behaviors based on typologies and cultural differences.
3. Application of techniques for handling different types of complaints and claims.

TEACHING UNIT 6. EVENTS AND PROTOCOL

1. Description of the protocol's origins, types, utility, and social applications.
2. Identification of the various events that take place at lodging establishments.
3. Description of the most common reasons for and applications of the protocol at various events.
4. Analysis of etiquette and personal presentation techniques.

TEACHING UNIT 7. SUPPLEMENTARY AND AUXILIARY FACILITIES OF A LODGING BUSINESS

1. Bar; dining room; kitchen; pantry.
2. Sports facilities (swimming pool, etc.) and gardens.
3. Auxiliary facilities.
4. Types of energy, fuels, and other resources used by tourism establishments.