We are pleased to present our front office managers’ training program outline as shown below. This short program takes 4 days. It can be also be conducted on-site if you have 4 or more members to train. Contact us on training@samhospitality.co.za for a quote or call 082 765 9238.

MAINTAIN THE FRONT OFFICE SERVICE

Contains the following elements:

Managing Front Office Resources   

  • Managing Equipment and Stationery
  • Managing Time
  • Monitoring Appearance

Service Quality

  • Monitor the Operation of Systems
  • Keeping staff informed
  • Monitor the Performance of Staff
  • Formal Service Quality Systems
  • Informal Service Quality Systems
  • Handling quality problems

Communication

  • Forecasts and Objectives
  • Communicating changes
  • Obtaining and circulating information
  • Maximising efficiency with communication
  • Recording of information communicated

Control Systems in Front Office

Minimise disruptions to Service

  • Staffing problems
  • Equipment problems

MAINTAIN THE PORTERING / CONCIERGE SERVICE

Contains the following elements:

Managing the provision of adequate resources

  • Staffing
  • Equipment
  • Operational Material
  • Monitoring Appearance

Implementation of Procedures and systems

  • Coaching vs Training
  • Preparation for the implementing of procedures and standards
  • Training of Standards and Procedures
  • Feedback
  • Monitoring Standards / Performance reviews

System and procedures to be monitored     

  • Managing Customer Service
  • Manage and Co-ordinate Customer Service
  • Manage Customer Care skills

Minimise disruptions to Service

  • Staffing problems
  • Equipment problems
  • Power failures

Handling Customer Complaints

  • Handling a Customer Complaint
  • Follow up
  • Responsibility of Management

CO-ORDINATE THE GREEATING AND ASSISTING OF GUESTS ON ARRIVAL AND DEPARTURE

Contains the following elements:

Planning and Preparation

  • Daily Planning
  • Task allocations
  • Customer Satisfaction
  • Efficient work practise
  • Roles in the Department

Arrival and Departure of Guests

  • Greeting and assisting individual arrivals
  • Maintaining standards
  • Greeting and assisting Group arrivals
  • Assist with individual Departures
  • Co-ordinate Group Departures
  • Communication difficulties
  • Special Needs

Requests for additional services

  • Requests for additional services
  • The Chauffeur Service
  • Valet parking service

Unexpected situations

  • Accidents / Injuries
  • Insufficient Portering Staff
  • Late tour bus

MONITOR CUSTOMER SATISFACTION

Contains the following elements:

  1. Customer Satisfaction and Communication
  • Cultural Consideration
  • Interpersonal Skills
  • Building a Rapport and Relationship with Customers
  • Establishing a Professional Rapport & Relationship With Colleagues & Internal Customers (suppliers)
  • Supporting Subordinates
  • Monitoring Customer Satisfaction
  • Customer Feedback
  • Effective Survey Techniques

Customer and Requests

  • Customer Requirements
  • Providing Information
  • Directions
  • Travel Information
  • Guest Services
  • Telephone Number
  • Information, Policy and Practice
  • Referring Requests Outside Your own Area of Responsibility
  • Following Up Requests
  • Problems with Meeting Guest Requirements

Common Complaints and Appropriate Action

  • Evaluating/Dealing with Complaints
  • Dealing with Customer Complaints Effectively
  • Identifying the Nature of the Complaint or Incident
  • Reassuring the Guest
  • Tools for effective Negotiation and Communication
  • The H.E.A.T. Approach
  • Customer Complaints Procedure
  • Product and Service Complaints
  • Complaints – Environment Complaints
  • Personal Complaints
  • Written Complaints
  • Documenting Complaints and Giving Feedback
  • Efficient Work Practices

Promoting Products

  • Products and Services
  • Promoting Product Services

If you have 8 or more candidates to train, we will come to your establishment to offer training on-site, whether you are in Gauteng, Limpopo, Mpumalanga, North-West, Northern Cape, Western Cape, Eastern Cape, Free State, Kwazulu Natal, Lesotho, Swaziland, Mozambique, Botswana, Zambia, Namibia, Seychelles, Mauritius, Tanzania, Zanzibar, Uganda, Kenya, Ghana, Nigeria, Democratic Republic of Congo (DRC), Ethiopia, etc.

Email training@samhospitality.co.za for a reasonable quote.

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