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Module 10 : Developing your Skills on the Telephone
Even though we are undoubtedly in the technological era, the telephone and dealing with customer requests via telephone during their stay is still a key part of running a hotel. In this module, you will learn the following: The key to dealing with guests via the telephone. How to deal with a wake up call. How to deal with guest requests via the telephone. How to deal with room service. How to deal with complaints. 10.1 The key to dealing with guests via the telephone Fir...
Lessons
- Module 1 : Introduction to the Industry
- Module 2 : Products and Services Offered in the Hospitality Industry
- Module 3 : About Hotels
- Module 4 : Personal Appearance and Skills
- Module 5 : The English Language & Your Local Knowledge
- Module 6 : Types of Customers and Relationships
- Module 7 : Taking Reservations by Phone and Email
- Module 8 : Welcoming Guests and Checking in and Checking Out
- Module 9 : The Do's and Don'ts of Interacting with Guests
- Module 10 : Developing your Skills on the Telephone
- Module 11 : Payment Methods and Dealing with Foreign Cash
- Module 12 : Front Desk Management
- Module 13 : Housekeeping and Servicing Rooms
- Module 14 : Building and Facility Management
- Module 15: Front of House Restaurant and Bar
- Module 16: Dealing with Lost & Found and Late Checkouts
- Module 17: Hotel Terminology
- Module 18: Career Progression
- Module 19: Leadership Qualities and Engaging with Staff
- Module 20: The Key to Paperwork
- Module 21: Dealing with Emergencies
- Module 22: Dealing with Costs
- Module 23: Marketing your Hotel
