RECEPTIONIST

Introduction:

The front office management has assumed great significance with big corporate establishments coming into picture due to liberalization and globalization and worldwide competitions. The “Receptionist”, otherwise called as the “Front Office Executive / Liaison Officer / Public Relations Assistant” has vast job potential, both in wage as well as in self-employment. There is no education and training system for developing middle level skilled human power from the Middle and low-income groups. Board of Intermediate Education is offering a one-year “ Receptionist” course for the benefit of S.S.C. discontinued and other students, to equip them with necessary skills and prepare them for the world of work.

Objectives:

i.                     To providing knowledge in the area of arrangement, and maintenance of Reception Counter, handling various communication equipment and registers and prepare them for gainful employment.

ii.                   To develop Skills in the area of communication, drafting, aesthetics

iii.                To develop positive personality traits, pleasing mannerism Skills to be provided:

i.                     Communication Skills & Etiquette

ii.                   Skills in receiving and attending on visitors, providing guidance

iii.                  Skills in handling Telephone, and other communication equipment such as PBX, PABX, EPABX, Telex, FAX, e-mail etc.

iv.                  Skills in handling Guests & their complaints

v.                    Skills in Reservation Procedures, Record Maintenance

vi.                  Skills in Front Office Accounting and handling Cash & foreign currency Credit Cards, Traveller Cheques etc.

vii.                 Skills in Bell Desk Procedures & Departure Procedures.

viii.             Skills in Settlement of Bills, Bank Reconciliation Statements. Employment opportunities:

Wage:               1. Receptionist in Organisations, companies, Hospitality Industry

2.  Telephone / Telex operator

3.  Office Assistant / Clerk

4.  Accounts Assistant / Cashier

Self:                  1. Starting a small service provider organisation

2. Starting a subsidiary to a group of hotels, companies, organizations

 

Schemes Of Instruction Per Module

 

	Theory		On Job Training		Total
Module
	Hours          Weightage		Hours      Weightage		Hours          Weightage
I	72	30	216	70	288	100
Total	72	30	216	70	288	100

 

Schemes Of Instruction Per Week

Module	Theory	On the Job Training	Total
Modules I/II/III	6 Hours	18 Hours	24 Hours

 

DETAILED SYLLABUS:

MODULE -1: Introduction to Hospitality

Theory

On the Job Training

1	Introduction to Hospitality Industry	Introduction to Grooming
2	Definition of Hotel, Origin	Introduction to Basic Etiquette
	Classification of Hotels
3	Classification of Hotels	Basic Telephone Skills and Manners
4	Hotel Organization, Hotel Org. Chart	Practice of Standard Phrases Used
5	Functional Areas of the Hotel	Handling Telephone Enquiries - Practical
6	Inter Departmental Communications	Handling Telephone Enquiries - Practical
7	Qualities of Front Office Staff	Communication Skills – Written 1
	Job Description of Front Office Staff
8	Job Description of Front Office Staff	Communication Skills – Written 2
9	Guest Cycle	Communication Skills – Oral 1
	Pre-Arrival, Arrival, Occupancy, Departure, Guest relations & its importance	Handling guest complaints & follow-up procedures
10	Telecommunications and Its Importance	Communication Skills – Oral 2
11	Equipment in Use – PBX, PABX, EPABX	Practice on various Communication
		Equipments
12	Telex, Facsimile(FAX), e-Mail	-do-

 

MODULE – 2: Hotel Operations – I

Theory

On the Job Training

1	Introduction to Reservations	Familiarization of Reservation Department
	Types of Reservation
2	Modes of Reservation Requests	Reservation Procedures
3	Sources of Reservation	Reservation Procedures
4	Types of Rooms, Plans, Room Rates	Taking a Reservation & Confirmation - Demo
5	Types of Rooms, Plans, Room Rates
6	Reservation Records, Their Importance	Maintaining of Records
7	Reservation Records, Their Importance	Telephonic Reservation Practice
8	Reservation Availability	In-Written Reservation Practice
	Forecasting Room Reservations
9	Individual Reservations	In-Person Reservation Practice
10	Group Reservations	Group Reservation Practice
11	Reservation Confirmation, Amendment, Cancellation	Confirmation of Reservations -1
12	Reservation Confirmation, Amendment, Cancellation	Making Amendments to Reservations - 2

 

MODULE – 3: Hotel Operations -II

Theory

On the Job Training

 

1	Pre-Registration Activity	Cancellation of Reservations - 3
2	Registration Records	Familiarization of Reception Department
	Guest Registration Card, C-Form
3	Room and Rate Assignment	Reception Functions, Maintaining of Records
4	Methods of Payment –I	Reception Functions, Maintaining of Records
	Cash, Credit Card
	Methods of Payment -II	Pre-Registration Activity
	Travelers Cheque, Travel Agent
	Direct Billing
5	Front Office Accounting	Practice of handling Credit Cards &
		Foreign Currency
	Methods of Settlement	Settlement of Bills-Direct by cash/credit
6	Issuing of Room Keys	Guest Check-in Procedures – Walk-In

 

7          When Guest cannot be accommodated- Walk-in, Over Booking

Procedures to be followed

8          Group Arrival

Pre-Registration Activities

9           Group Arrival

Check-in, Rooming of a Group

10         Introduction to Bell Desk Functions of Bell Desk, Paging

11         Bell Desk Records

12         Departure Procedures( Check out & Settlement, F.I.T., Walk-in, Foreigners etc.)

 

 

Guest Check-in Procedures – Reserved Guest

Guest Check-in Procedures – Groups

Guest Check-in Procedures – Foreign Guest

Bell Desk Procedures - 1

Guest Arrival/Departure

Bell Desk Procedures - 2

Left Luggage, Scanty Baggage Paging, Wake-Call etc

Maintaining of Records

 

Procedures, Maintenance of Records, Checkout & Settlement: F.I.T., Walk-in, Foreigners & Groups.

 

List of Tools & Equipment:

5 Computers – Pentium II and above with Internet facility & Necessary software ( latest versions) Fax, Telex, PBX, PABX, EPABX and such other communication equipment

5 Printers

Qualifications for Teaching Faculty:

One year Diploma in Front Office with any Degree 3 year Degree in Hotel Management

Books for Reference:

1.       A Manual of Hotel Reception - Beavis Jr. Medlik

2.       Accommodation Operations and Management – Collin Dix

3.       Text Book on “ Tourism & Travel Technique” for Intermediate Vocational Course - G. Krishna Ranga Rao

Front Office Training Manual – Sudhir