SKILLSHARE RECEPTION COURSE – PROJECT

The Employer may require flexibility to his/her employee
Flexibility meant for work shifts but also for tasks.
For example,
I work as a Front Office Agent in a 4 **** Hotel in Tuscany and in my job i have to answer the phonecalls, emails but also have to be able to help custumers with their luggages or offer them a coffee, if there's no one at the bar or porterage service at that time.

Custumers may ask for information
As before, I could focus in the hotel receptionist role.
A lot fo clients, expecially in the summer, ask for recommandations: you have to be ready, and have knowledge of the place where you are working, to suggest the best options in town.
So, in addition to what the teacher said during this course, you have to have knowledge of actuality, about your company and also about the place where you are working.

Guests may ask for a discount
It could happen that, during a phonecall, a guest will ask for a discount:
the employee has to be ready to answer kindly.
If he/she can do a discount, maybe a 10% less on the room price (because of a business travel) he could offer that price in exchange for a contract with the guest's company (anytime the guest or his collegue will travel, they can book at our hotel at this lower price).
On the other hand, if it's not possibile to make a discount, the receptionist may offer free parking place or free breakfast (if not included in the reservation), or maybe offer to pay in 2 different times, to try the best to get the booking.

The employer may ask to the employee to fix compliace and bad rates from guests and customers
The employees has to be great to behave his-self and, at the same time, to stand firm to the company positions and to defend them, explaining to the custumers that the problem they are complaining about won’t happen again and that the company will be very glad to host them again, offering a free dinner during their next stay and that the hotel will try its best to fix the problem.

Last but not least, customers may ask for something YOU DON’T KNOW
It can happen very frequently.
In this case you must not say "i dont know", but you can say "we will let you know as soon as we have all details", or ask for the email address of the customer saying that you can send all the information by email and meanwhile try to do the best to get what you miss.
You never have to be unprepared or seem to be.

Thank you.
Best regards,
Giulia

Giulia Favazza

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