Several phone lines are ringing, lights on the phone are blinking, coworkers are asking questions, and here comes a customer or client. How does the person manning the front desk of a Hotel handle several people simultaneously with professionalism and poise?
This fast-paced knowledge development programme is specifically designed to answer this and other important questions for those who work as a Hotel’s first-impression representative at the front desk. In addition to learning the elements of effective verbal and visual communication, participants will find out how to expertly satisfy even the most demanding, difficult people without jeopardizing their health or safety.
At the program’s conclusion, participants should be able to:
The following outline highlights some of the course’s key learning points.
Session 1: Best Foot Forward: Features of a Profession Image.
Session 2: One Step Back: What will ruin the image.
Session 3: Making Connections: Image and Customer Service
Session 4: Whose Line is it Anyway? Taking and Making Calls Like a Professional.
Session 5: Winning with Words: Verbal Communication Skills
Session 6: Beyond Words: What the Body Says
Session 7: Grace Under Pressure: Handling Difficult People With Diplomacy and Tact
Session 8: Stress Reduction: Steps to Regaining Enthusiasm and Keeping Burnout at Bay
Session 9: Beyond the Moment: Plans for Tomorrow
All front office Officers/Receptionists who interfaces with customers.
PCL a consortium of experts in Management Consulting and Human Resources. We specialize in Training, Customer Service, Business Process Engineering, Recruitment, Quality Issues, and Organization Development.
38, Opebi Road, Adebola House, (Suite 100, Rear Wing – CubeHub), Ikeja, Lagos.
info@prisdavconsulting.com
0706 202 4287, 0802 326 5683