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Front Desk Operations

DVD or VHS Training: 27 Minutes

CD Rom Bonus Materials Include:

  • Trainer's Guide
  • "Quick Quiz" Assessment Tool
  • Certificates of Completion

Description:
The front desk is the nerve center of your hotel, with your staff interacting with every guest and handling hundreds of sales opportunities each day.

Sunrise Basic Training's Front Desk Operations program begins with personal appearance and communication, then moves through phone skills, reservation sales, and managing the guest cycle from registration to check-out, including handling complaints and special situations.

Front Desk pic
Includes DVD plus supporting
materials on CD-ROM
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$99

Also part of the Lodging Series!

Front Desk Operations Content Includes:

  • Phone Skills :

    • Answering the Phone
    • Forwarding Calls
    • Asking Callers to Hold
    • Guest Privacy
    • Taking Messages
    • Wake-Up Calls

  • Handling Reservations :

    • Know Your Hotel
    • Qualify the Caller
    • Accuracy

  • Sales Skills :

    • Listen to the Customer
    • Features
    • Benefits
    • Overcoming Objections
    • Closing Techniques
    • Upselling

  • Preparing for the Guest :

    • Guest Registration
    • Service During the Stay
    • Handling Complaints
    • Walking a Guest
    • Guests with Disabilities
    • Foreign Travelers
    • Busy Situations
    • Guest Check Out

  • Other Situations :

    • Personal Appearance
    • Communication
    • The Log Book