Assisting guests at their arrival to your establishment is an important part of their stay.  You will understand the importance of reporting customer complaints to the appropriate person and the correct way of welcoming guests, according to company policy. 

 

It is important to understand the importance of a warm welcome for guests.  You need to communicate with guests effectively and use positive body language.

 

This manual is designed to assist you in your understanding of the importance of a great first impression for guests.  From their initial checking in at the reception desk, to the transportation of luggage and providing information as required, each part of the guests arrival needs to be attended to with the utmost attention.

Training Manual created in Microsoft Word Format

Contents:  
Trainee Information
Certificate of Completion
Introduction 
Preparation is Key
Daily Planning
Greeting Guests
Procedure for Welcoming Guests
Departure Procedures 
Self Assessment Test