Professional front office communication skills in

The objective of this training course is to provide front desk employees with the knowledge, skills, and best practices for communicating effectively with guests and colleagues over the telephone. By the end of this course, participants will be able to handle incoming and outgoing calls with confidence, professionalism, and excellent customer service.

Who Should Attend this Course

This course is designed for front desk employees who handle telephone communications as part of their job, as well as those who are new to the hospitality industry. It is also suitable for front desk supervisors and managers who want to ensure that their staff are providing the best possible customer service over the telephone.

Outline for 5 Days

Day 1: Introduction to Telephone Etiquette

- Overview of telephone etiquette and communication in the hospitality industry
- Understanding the importance of professional telephone communication
- Understanding customer needs and expectations over the telephone

Day 2: Active Listening and Communication Skills

- The art of active listening over the telephone
- Verbal and non-verbal communication techniques for telephone communication
- Dealing with difficult guests and challenging situations over the telephone

Day 3: Telephone Technology and Systems

- Overview of telephone technology and systems in the front office
- Using the telephone software and systems effectively and efficiently
- Handling room reservations and changes over the telephone

Day 4: Problem-solving and Conflict Resolution

- Understanding the causes of customer complaints over the telephone
- Techniques for resolving conflicts and handling complaints over the telephone
- Empowering guests to resolve their own issues over the telephone

Day 5: Professionalism and Ethics in Telephone Communication

- The importance of professionalism in telephone communication
- Ethical considerations in telephone communication
- Best practices for maintaining a positive and professional demeanor over the telephone

Outputs

Upon completion of this training course, participants will be able to:
- Communicate effectively with guests and colleagues over the telephone using excellent telephone etiquette and active listening skills
- Use telephone technology and systems effectively and efficiently
- Handle incoming and outgoing calls with confidence, professionalism, and excellent customer service
- Resolve conflicts and handle customer complaints over the telephone with confidence and professionalism
- Maintain a positive and professional demeanor at all times, following best practices for professionalism and ethics in telephone communication.

Throughout the course, participants will have the opportunity to work on practical exercises and case studies to apply the concepts and skills they have learned. The course will also include interactive discussions and opportunities for participants to share their experiences and insights.