Reception and Customer Service

TEACHING UNIT 1. THE RECEPTION DEPARTMENT

1. The department’s objectives, functions and specific tasks.
2. Outline of the physical, organisational and functional structure.
3. Description of the reception department’s relationships with other hotel departments.
4. Carrying out check-in and registration procedures for guests with or without a booking and for group bookings, as well as preparing for their arrival.
5. Use of the relevant 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 the night-time reception service.

TEACHING UNIT 3. APPLIED INVOICING AND COLLECTION TECHNIQUES AND PROCESSES

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

TEACHING UNIT 4. COMMUNICATION IN THE ACCOMMODATION SECTOR

1. Development of customer service techniques and social skills for use at reception.
2. Analysis of the communication process and its barriers.
3. A list of communication techniques associated with the most common types of requests.
4. Troubleshooting communication issues.
5. Analysis of the characteristics of telephone and telematic communication.
6. Requesting information from reception, using the various available channels.
7. The local tourism product: an analysis and explanation of the resources, services and infrastructure associated with the tourism product.
8. Handling of plans, maps and manuals relating to tourism services and products in various settings.

TEACHING UNIT 5. CUSTOMER SERVICE

1. Interpretation of operational guidelines according to client types.
2. Interpretation of basic behaviours in terms of typologies and cultural differences.
3. Application of techniques for handling different types of complaints and claims.

TEACHING UNIT 6. EVENTS AND ETIQUETTE

1. Description of the origins, types, purpose and social uses of the protocol.
2. Identification of the various events that take place in accommodation establishments.
3. A description of the most common reasons for using the protocol and its applications at different events.
4. Analysis of etiquette and personal presentation techniques.

TEACHING UNIT 7. ADDITIONAL AND AUXILIARY FACILITIES IN AN ACCOMMODATION BUSINESS

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