Module 3 : Customer Service in Hotel Reception

Student Objectives: To learn about the fundamentals of customer service To learn about the importance of empathy for travellers To understand more about communicating with customers at the desk To learn how important a first impression is for a customer To understand how to successfully handle cultural diversity 3.1 Introduction As a hotel receptionist, you are in a customer facing role. Your role is crucial because you will be an important part of guests' first im...