Outline

 

Unit 1 - Customer Care

1. Identify characteristics necessary for good customer service.
2. Identify customer requirements.
3. Describe the benefits of good customer service practices.
4. Describe how to deal with various customer personality traits.
5. State the role of staff in promoting good customer care.



Unit 2 - Business Communication Skills

1. Describe the communication process.
2. Explain verbal and no-verbal communication.
3. Describe methods of communicating effectively.
4. Demonstrate good listening skills.
5. Demonstrate the rudiments of English grammar.
6. Demonstrate the ability to
a. Punctuate:
b. Deliver good sentence structure.
c. Write paragraphs.
d. Write reports of various types.
7. Demonstrate the ability to compose:
a. Letters.
b. Memos.
c. E-mail.

 

Unit 3 - Reception Procedures

1. Define the office.

2. Describe the specific function of the office.
3. Explain the duties of the Receptionist/Front Office Clerk.
4. Organizational structure.
5. Describe the banking procedure.
6. Do’s and dont’s.

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Unit 4 - Front Office Procedure

1. Describe how to make a reservation.
2. Understanding Marketing programmes.
3. Discuss guest safety.
4. Demonstrate an understanding for hospitality jargon/restaurant menus.
5. Discuss guest services.
6. Explain the preparation for arriving and departing guests.
7. Discuss the importance of cleanliness of Front Office Staff.
8. Describe the procedures for obtaining the authorization, recording and control of petty cash.



Unit 5 - Guest Accounting & Reservation Procedures.

1. Describe the procedures for opening, preparing and maintaining guest accounts.
2. Explain the procedures for preparing and presenting guests’ bills and various types of accounts.
3. Describe the procedures for closing the above.
4. Demonstrate processing and recording reservations accurately.
5. Demonstrate the ability to handle different sources of reservations.

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Unit 6 - Health and Safety at Work
1. Hazards at work.

2. Protecting yourself against fatigue and bodily damage.
3. Accident reporting.
4. Health and Safety Committees.

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Unit 7 - Staying Safe at Work

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At the end of this module students must be able to;

1. Identify procedures for lost and found property.
2. Explain security procedures for equipment and materials.
3. Identify security threats or hazards.
4. Describe methods to deal with above threats and hazards.
5. Describe safety precautions with unauthorized persons and dangerous or threatening persons.

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Unit 8 - Personal Grooming and Presentation.

1. Describe the elements of good personal presentation.
2. Describe the need for personal grooming.
3. Explain the practices necessary for good personal hygiene and health.
4. Discuss how personal grooming and presentation reflect on the company.
5. Explain how personal attitude can affect customers and co-workers.
6. Show examples of business wear and personal grooming (practical).