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Hotel Receptionist Training

 

Introduction

As the first person that many visitors encounter in their contact with a hotel, the hotel receptionist has an important part to play in creating an excellent first impression for the visitors.

 

Choose from a range of course topics to improve the communication skills, customer service skills, awareness and ability to handle difficult situations.

 

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Course Topics

 

The Front of House Role

  • Etiquette and awareness
  • Presentation, dress code and company ethos
  • The expectations of internal & external clients
  • Prioritising a busy workload and managing the reception area

Meeting and Greeting Visitors

  • Welcoming visitors and making an excellent first impression
  • Confident body language and friendly expressions

Exceptional Cuustomer Service

  • Maintaining consistency and delighting customers
  • Building rapport, Matching & Mirroring skills
  • Helpful attitude and acknowledging customers needs

Communication Skills

  • Professional voice, tone and language - Positive and negative phrases
  • Active listening skills and effective questioning techniques
  • Assertiveness techniques - passive, aggressive and assertive

Telephone Manner & Etiquette

  • Developing a professional telephone voice
  • Preparation and structuring calls
  • Screening and transferring of calls
  • Using discretion when handling unwanted calls
  • Getting the most from enquiries and accurate message taking

Handling Difficult Situations / People

  • Keeping calm under pressure
  • Taking control and leading situations forward
  • Showing genuine interest and empathy
  • Providing alternatives where necessary

 

Delivery Style

Interactive practicals including group discussions, role-plays (in small groups), and case study examples.

 

 

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Learning Format

 

Tailored In-house Training (Suitable for Groups of Staff)

 

Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.

Length: Tailored to your needs – bite-sized 75-minute sessions; or half-day, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). Training is available seven days a week, and there is no additional charge for weekend training.

Group Size: Flexible.

 

Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form

 

 

 

Clients Include

 

 

 

Hotel Receptionist Training


Hotel Receptionist Training
Call 0800 121 4660
Email
info@hamiltonmercer.co.uk
Enquiry form Click here

“Interesting course. The trainer got everyone involved and working as a group to improve communication, approach and mannerisms. I would recommend this training course.”

Front of House Manager
Oxford and Cambridge Club

 

“I have learnt how to deal with different types of customers and how to use correct voice tone. I found the course exercises good and beneficial. I would recommend this course.”

Reservations Advisor
Clarendon Serviced Apartments

 

“The Hotel training course was very interesting. I have learned to deal with problems professionally.”

Reservations
Custom House Hotel

 

“The Hotel training course was very interesting. I have learned to deal with problems professionally.”

Reservations
Custom House Hotel

 

Hotel Receptionist Training