This playlist has been curated and endorsed by Learning and Development thought leaders Michelle Ockers, Laura Overton, and Shannon Tipton. It is one of four playlists in this series. Community is a key pillar to help L&D Emerge stronger.

Community in L&D: Emerging Stronger

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Personal development doesn't need to take a lot of time. This collection of book summaries from Blinkist allows you to work on personal development anywhere.

Personal Development - Blinkist Collection

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ej4  

Jamie Mustful

This series covers the important aspects and duties of the front desk customer service team.

You've heard of the saying, "You never get a second chance to make a good first impression." That couldn't be any truer with welcoming someone to your hotel. You might be the first person a guest interacts with when they step foot into your hotel. You don't want their stay to get off to a rocky start. Etiquette and presentation at the front desk is crucial to working in a successful hotel. In this course, we'll discuss dress codes, how to properly greet guests using basic etiquette rules, and certain things to avoid when working at the front desk.

Visitor greeting

Professional Phone Etiquette

Communicating with Guests

Setting up Greetings

Attend Formal Functions

Creating a Positive First Impression

Gracious hospitality

Front Desk Customer Service: 01. Etiquette and Presentation

When a guest arrives at the hotel, the registration process begins. The registration process is defined as the process of assigning rooms to the guest at the time of their arrival by filling out necessary details about the guest and the rooms. In most cases, it's a several step process that we'll discuss thoroughly in this program. When it comes to checking out of a hotel, the process is similar and involves several key things that need to be done that we'll cover here as well. Check-ins and check-outs are a critical part of the hotel experience, and as the face of the hotel, you need to know how to handle them properly.

Visitor management

Ticket Management

Front Desk Customer Service: 02. Check-in and Check-out

Communicating with guests in your hotel can be hard. The guest experience at your hotel is directly related to the customer service that they receive during their stay. No matter what part of the hotel you are working in, there should be an overall common standard of excellent customer service. Since we are focusing on the front desk, that's the part of the customer service and communication we're going to focus on in this program. We'll go over basic etiquette, empathy, consistency, and the different means of communication.

Frontline communication

Effective customer communication

Customer Service

Maintaining service mentality

Telephone skills

Developing Customer Empathy

Front Desk Customer Service: 03. Communicating with Guests

Since you are working in a hotel, knowing the proper telephone techniques and etiquette are vital to working the front desk. You should know your system; you need to be able to identify an internal and external phone call. You need to know how to transfer a call and how to put a caller on hold. But most importantly, you need to know how to listen.

Effective Telephone Communication

Outbound Calling Techniques

Front Desk Customer Service: 04. Telephone Techniques

When it comes to working the front desk, you will have to deal with guest complaints. You need to handle those complaints professionally. Remember, your hotel only exists because of the guests that stay in it. A guest could no longer stay at your hotel by being dissatisfied just one time. In this program, we are going to cover tips to help you turn guest complaints into resolutions.

Hospitality Industry: Front Desk Customer Service

5 resources

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We help you curate your learning.

Title	Duration	Provider
Front Desk Customer Service: 01. Etiquette and Presentation	7 mins	ej4
Front Desk Customer Service: 02. Check-in and Check-out	15 mins	ej4
Front Desk Customer Service: 03. Communicating with Guests	4 mins	ej4
Front Desk Customer Service: 04. Telephone Techniques	11 mins	ej4
Front Desk Customer Service: 05. Handling Upset Guests	9 mins	ej4