| Learning Outcomes |
Knowledge |
Skills/atitude |
Key competence
(Click on the blue words. They are linked to the corresponding unit in the Training Course) |
| He/she is able to manage the approach and sales phases
(is able to make reservations according to demand and the occupancy and service-distribution plan) |
| He/she knows the principles and procedures for basic use of ICT |
| He/she knows communications techniques |
| He/she knows the necessary procedures for room reservation operations |
| He/she knows the hotel mission, as well as the services available to customers |
| He/she knows two foreign languages |
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| He/she optimizes the use of computer tools in the reception service |
| Supplies information on the availability of services and the sales terms |
| Receives requests for reservations using various communications tools |
| Confirms or rejects reservations on the basis of the capacity optimization plan |
| Manages cancellations, over-bookings and changes in reservation |
| Is able to communicate with guests in two foreign languages |
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| He/she is able to manage the check in phase
(is able to welcome guests and take care of them) |
| He/she knows the methodologies and techniques of the check-in system |
| He/she knows the way to handle emergency procedures |
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| He/she records the arrival on the obligatory documents |
| He/she opens an account and a position for the client |
| He/she finds out the guest’s needs |
| He/she communicates company regulations |
| He/she informs new guests about the range of hotel services |
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| He/she is able to manage the “live in” phase
(including car rentals, sightseeing tours, reservation and confirmation of tickets to shows, manual and electronic records, delivery of keys or magnetic room cards and providing luggage service, handling telephone services, distribution of correspondence, exchange of foreign currency, care of luggage and valuables, etc.) |
| He/she knows established principles for the resolution/satisfaction of customer’s complaints, suggestions, needs and expectations |
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| He/she handles complaints |
| He/she manages the procedure for handling correspondence and registering information addressed to the customers |
| He/she takes care of the safety of guests and their property |
| He/she masters communication over the telephone |
| He/she masters procedures in a state of emergency (death, theft…) |
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| He/she is able to carry out the activities of registering charges and of administrative and statistical management |
| He/she knows the administrative procedures for guest registration |
| He/she knows methods for gathering and reporting statistical data |
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| He/she records changes |
| He/she prepares reports and printouts |
| He/she conducts administrative controls |
| He/she applies documentation filing techniques |
| He/she updates the guest database |
| He/she updates occupancy status |
| He/she prepares data on reservations and keeps statistics (receptions and rejections) |
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| He/she is able to carry out the activities of the check out phase
(namely charging accounts, billing, payment of debts, checks, manual or computer records, collecting keys of magnetic cards and providing luggage services and trasport) |
| He/she knows the proper “check-out” procedures |
| He/she knows Reception back-office procedures |
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| He/she records the departure on the obligatory documents |
| He/she prepares statement of account, concludes and makes out an invoice |
| He/she authenticates and enters credit and cash payments |
| He/she exchanges foreign currencies and prepares statement of exchange according to daily rates |
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