Hotel Reception & Reservation Assistant Skills
Learn essential customer service skills and communication techniques in the hospitality sector with this comprehensive course for hotel receptionists. Improve your conversational skills, understand email and telephone etiquette, build rapport with customers, and master the art of upselling and cross-selling. Ideal for customer service executives, receptionists, telephone operators, client relationship managers, and marketing professionals. Boost your career in the hospitality industry with these valuable tips and strategies.
What you’ll learn
- Describe how to Converse with Customers
- Explain the Rules of Email Etiquette
- Explain the Rules of Grooming & Dress Code
- Explain the Rules of Telephone Etiquette
- Describe the Need of Relationship with Customers
- Explain how to Build Rapport with Customers
- Describe Roles/Responsibilities of Hotel Reception Assistant
- Explain what is Up-selling
- Explain what is Cross-selling
- Identify the Steps for Selling as Hotel Reception Assistant
- Describe the Factors Influencing Buying Decision
- Explain how to Handle Customer’s Buying Objections
- Explain how to be Assertive as Hotel Reception Assistant
- Identify the Steps for Handling Customers’ Complaints
- List the Tips for Success as a Hotel Reception Assistant
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A very useful course for those working in hospitality sector and as a receptionist. Readers can learn the following points after enrolling into this course:-
how to Converse with Customers
Rules of Email Etiquette
Rules of Telephone Etiquette
how to Build Rapport with Customers
Steps for Selling as Hotel Reception Assistant
Other topics like Cross-selling and Up-selling are covered in this course.
In your job role as a Hotel Reception & Reservation Assistant, you will be required to speak to and address different customers. The norms of speaking to a customer are slightly different from when one is speaking to a friend or a colleague. Effectively engaging your customer is dependent on your ability to sound interesting and convey a positive attitude. Developing good speaking skills involves an increased awareness of your voice, language, body language, and tone while speaking.
Your primary tool for communication while speaking is your voice. When speaking to a customer, think about projection, pace and modulation. Projection: The volume of your voice should be loud enough that the customer can hear you but not too loud to sound rude nor too soft such that the customer cannot hear you. If customer asks you to repeat many times, then adjust your volume accordingly.
Who this course is for:
- Customer Service Executives
- Receptionist
- Telephone operator
- Client relationship manager
- Marketing department
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