Beyond Check-In: Customer Service at the Front Desk
45 minutes
SKU: JCOM-90027
Explore advanced customer service skills that go far beyond simply checking guests in and out. You’ll learn how to handle guest requests, resolve complaints, and create memorable first impressions that encourage repeat visits.
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Demos + Pricing
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Course Details
Learning Objectives
By the end of this course, you will be able to:
- Creating Memorable First Impressions – Greeting guests with professionalism, warmth, and efficiency.
- Advanced Communication Skills – Active listening, positive language, and anticipating guest needs.
- Handling Guest Requests – Efficiently managing inquiries, special accommodations, and service coordination.
- Complaint Resolution Strategies – Turning challenges into opportunities for guest loyalty.
- Cross-Department Collaboration – Working with housekeeping, maintenance, and F&B to fulfill guest needs.
- Upselling & Cross-Selling Techniques – Offering upgrades and additional services to enhance guest experiences.
- Cultural Awareness & Diversity Sensitivity – Respecting and adapting to varied guest backgrounds and expectations.
- Technology at the Front Desk – Using property management systems (PMS) and communication tools to improve service delivery.
Specs
Intended Audience
Beginner
