Hotel Receptionist

Introduction to Hotel Reception

3 Topics | 1 Quiz

Role and Responsibilities of a Hotel Receptionist

Overview of the Hospitality Industry in South Africa

Basic Customer Service Principles

Fundamentals of Hotel Reception

Communication Skills for Receptionists

3 Topics | 1 Quiz

Effective Verbal Communication Techniques

Non-verbal Communication and Body Language

Handling Difficult Customers Professionally

Communicating Effectively at the Front Desk

Receiving and Checking Guests In

3 Topics | 1 Quiz

Greeting and Welcoming Guests

Checking Guest Reservations Accurately

Issuing Room Keys and Explaining Amenities

Guest Check-In Processes

Using Hotel Reservation Systems

3 Topics | 1 Quiz

Introduction to Common Reservation Software

Entering and Modifying Bookings

Managing Room Availability and Waiting Lists

Reservation System Basics

Handling Guest Check-Out

2 Topics | 1 Quiz

Reviewing Guest Stays and Charges

Processing Payments and Receipts

Efficient Guest Check-Out

Telephone and Online Communication

3 Topics | 1 Quiz

Answering and Transferring Calls Correctly

Managing Online Booking and Enquiries

Using Email for Professional Guest Communication

Telephone and Digital Communication Skills

Problem Solving and Conflict Resolution

3 Topics | 1 Quiz

Common Guest Complaints and Solutions

Techniques for De-escalating Conflict

When and How to Escalate Issues

Resolving Guest Issues Effectively

Workplace Safety and Ethics

3 Topics | 1 Quiz

Basic Health and Safety in Hotel Reception

Maintaining Confidentiality and Privacy

Ethical Behaviour and Professionalism

Safety and Professional Ethics

Time Management and Organisation

3 Topics | 1 Quiz

Prioritising Daily Reception Tasks

Using Checklists and Logs

Balancing Multiple Guest Needs

Organising Reception Duties

Building Career Foundations

3 Topics | 1 Quiz

Opportunities for Advancement in Hospitality

Continuing Skills Development

Preparing Your Professional Receptionist Resume

Career Growth as a Hotel Receptionist

Guest Check-In Processes

Hotel Receptionist Receiving and Checking Guests In Guest Check-In Processes

Guest Check-In Processes

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Question 1 of 5

1. Question
What is the first step when greeting guests on arrival?
- Smile and make eye contact
- Hand guests a brochure
- Ask guests to wait silently
- Direct guests to the elevator
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Question 2 of 5

2. Question
How do you verify a guest’s reservation correctly?
- Ask for full name and confirmation numbe
- Guess guest’s booking details
- Check only arrival date
- Validate by room number only
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Question 3 of 5

3. Question
What key information should be given during guest check-in?
- Explain how the room key works
- Only give the room key silently
- Provide just the hotel address
- Hand over the invoice only
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Question 4 of 5

4. Question
How should you handle walk-in guests according to the process?
- Politely check availability
- Ignore their request initially
- Tell them to book online later
- Direct them out of the hotel
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Question 5 of 5

5. Question
Why is guest privacy important during registration?
- It builds trust and respect
- It speeds up check-in only
- It allows open guest discussions
- It prevents sharing room keys
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