Introduction:-

• Explain general discipline in the class room (do’s and don’ts).
• Explain the nature of hotel industry.
• Elaborate the hierarchy of hotel and Guest service department of different star category.
• Explain the role of Guest service executive.
• Explain attributes required for Guest service personnel.
• Practice basic skills of communication .

Guest service Operations :-

• Greet guest as per sop.
• Perform role play to welcome and greet guest.
• Prepare layout of Guest service department.
• Explain different types of rooms available in hotel.
• Explain the services and facilities provided by different star categories of hotels.
• Explain different types of room rates and meal plans.
• Discuss discount policies of hotel.
• Explain rules and regulations of the hotels (for guests).
• Practice basic communication skills and telephone phraseology while dealing with guests.

Assist Guest in Check-in Process:-

• Discuss the process of taking reservation for walk-in guest, regular, corporate, group and crew.
• Explain different details to be taken from guest while taking reservation.
• Describe different forms and formats required for taking reservation and prepare their format.
• Explain different types of modes of payments and their acceptance procedure.
• Elaborate the concept of suggestive selling and up selling.
• Explain the procedure of room assignment as per guest preferences.
• List out different types of amenities provided in guest room.
• Practice the process of cancellation and amendment in reservation.
• Practice role play of taking reservation State different forms and formats required for guest registration and prepare their format.
• List the details to be required for guest registration.
• Perform check-in of different types of guests- walk-in, guest with guaranteed reservation, guest with confirmed reservation, VIP, single lady traveller, group booking and crew booking.
• Analyse occupancy ratios.
• Practice reservation and guest registration on Guest service software.

Attend to Guest Queries :-

• Explain different services and facilities provided by the hotels along with their operational hours.
• Explain inter and intra departmental communication.
• Explain the tourist attractions near to the hotel.
• Express process to give directions to the guests.
• Describe the process of handling guest request and complaints.
• Practice role play for handling guest queries/complaints.
• Practice message handling.
• Practice the procedure to take and give wake-up calls to the inhouse guest.
• Prepare an itinerary for guests for nearby tourist attractions.

Perform Cashiering Activities :-

• Describe different types of mode of payment.
• Explain different types of folio- guest folio, master folio, non-guest folio, employee folio and split folio.
• Explain different types of voucherscash voucher, correction voucher, paid-out voucher, transfer voucher, allowance voucher.
• Explain the procedure of receiving and settling guest charges with different types of mode of payment- local currency, foreign currency, credit card, debit card, traveller cheques, personal cheques, bill to company.
• Perform role play of guest check-out procedure with different types of mode of payment.
• Practice guest check-out on Guest service software.
• Describe the process of night auditing.
• Analyse various reports printed out during night auditing.
• Analyse various occupancy ratios.

Handle guest complaints and guide Guest service staff:-

• Describe different types of guest complaints.
• Explain the procedure to handle various guest complaints- room not cleaned, maintenance problem, missed wake up call, lost and found, late check-out, lost luggage at airport, theft in room.
• Describe the procedure to give discounts demanded by the guest.
• Practice the process of handling guest complaints.
• Analyse the situation when to upgrade and downgrade guests.
• Analyse the guest complaint as when it is to be escalated to supervisor.

Communicate with Customer and Colleagues:-

• Explain the importance of effective communication and team coordination.
• Practice role play basic of phraseology used to interact with guests.
• Practice on computer and smart phone to communicate with guests and colleagues.
• Practice on dealing with different types of complaints.

Maintain customersatisfaction:-

• Explain the importance of guest satisfaction.
• Discuss the importance of guest feedback.
• Practice role play to interact with guest using professional and polite etiquette behaviour.
• Practice on different situations to achieve guest satisfaction.
• Assess innovative products and services to improve guest satisfaction.
• Communicate guest feedback to seniors.
• Describe the procedure to enhance brand value of company.

Maintain standard of etiquette and hospitable conduct:-

• Explain the significance of professional and polite etiquette and behaviour.
• Describe methods for gaining customer satisfaction.
• Welcome customers with a smile.
• Practice handling telephone calls Demonstrate responsible and disciplined behaviours at the workplace.
• Analyse guest complaints and follow correct procedure to resolve them.

Follow gender and Age Sensitive Service Practices :-

• Explain rights and respect given to women at workplace.
• Explain specific requirements of different age groups of customers.
• Explain different safety measures and procedures available for female colleagues and customers.
• Practice to deal with female customers and colleagues related to safety issues.
• Practice situation handling in case of any safety and security threat .

Maintain Health, Hygiene and Safety at Workplace :-

• Describe different food safety and hygiene standards.
• Explain the importance of cleanliness around the place.
• State the importance of personal hygiene.
• Describe different health risks to the worker or customer.
• Demonstrate the use of protective equipment’s and gears.
• Differentiate different types of waste and dispose them properly.
• Analyse hazards at workplace.
• Practice the emergency evacuation procedures.
• Practice on fire extinguisher and emergency evacuation mock drill.
• Explain where chemicals and acids need to be stored.
• Practice the safe cleaning procedure.

Maintain IPR of Organization and Customer:-

• Explain company’s Policies on Intellectual Property Rights.
• Explain how IPR protection is important for competitiveness of a company.
• Examine the significance of damages resulting from IPR infringement Interact with team members to work efficiently.
• Recall company’s product, service or design patents.
• Analyse any infringement in the company and interpret it to seniors .

PLearn a Foreign or Local Language(s) including English :-

• Explain the preferred languages of usual guests.
• State the geographical variations of spoken languages.
• Use common expressions used by guests to express their needs and queries.
• Practice the common terms as appropriate to different types of situation .