This course is the second semester part of a two-semester course, which is meant to provide students further knowledge and skills on some key areas of front office training and management. The course is designed for students studying for the degree, or diploma programmes in Tourism and Hospitality Management, City and Guilds Hotel Reception examinations of the Hotel Catering and Institutional Management Association (HCIMA). The objectives of the course in the second semester are to:
- explore the technical and human skills needed to function efficiently at the front desk of a hospitality industry;
- discuss the social skills needed by the hotel receptionist and other front office personnel to function effectively and efficiently at the front desk;
- discuss all aspects or areas of the hotel reception including the tasks and duties of the receptionist and other front office personnel;
- discuss the procedures front desk clerks or guest relation officers need to follow in order to deal with or solve guests’ complaints.
- Teacher: Michael Kissi