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

Safety and Professional Ethics

Hotel Receptionist Workplace Safety and Ethics Safety and Professional Ethics

Safety and Professional Ethics

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Question 1 of 5

1. Question
What helps prevent slips and falls at reception?
- Keep the desk clean and organised
- Wear formal shoes always
- Answer phones quickly
- Ignore wet floors signs
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Question 2 of 5

2. Question
How should guest information be protected?
- Keep documents in locked cabinets
- Share info with trusted friends
- Display ID numbers openly
- Use simple passwords only
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Question 3 of 5

3. Question
What shows professional conduct at reception?
- Dressing appropriately and being reliabl
- Ignoring hotel rules occasionally
- Speaking informally with guests
- Sharing personal opinions freely
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Question 4 of 5

4. Question
Why is ethical behaviour important at reception?
- Builds guest trust and respects all
- Speeds up check-in and check-out
- Avoids all hotel rules sometimes
- Focuses only on colleagues' needs
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Question 5 of 5

5. Question
What must receptionists do with unsafe conditions?
- Report them immediately to management
- Delay reporting until shift ends
- Fix all hazards alone quickly
- Ignore minor unsafe conditions
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