MODULE 2 Flashcards
What are the personal qualities of a good receptionist?
(5)
Be able to name, but also give a short description
- Poise
The Ability to be balanced, graceful, and elegant. Friendly yet business-like. - Deportment
Directly concerned with poise; the way one carries themselves. Good posture, confident stature - Communicate with TACT and Diplomacy
Diplomacy is the skill of being able to conduct negotiations between people. Tact is the ability to handle a difficult person or situation without causing offence - Excellent service, Professionalism
Being a good representative of the company and being able to establish good communication with guests. Also, it is willingness to help and being understanding of problems and anxieties a guest may have. - Good Voice & Speech
Greeting guests warmly, never arguing or being contradictory, and avoiding controversial conversation. Not being overly familiar with guests, ad-dressing them as ‘sir’ or ‘madam’, and paying immediate attention to guests.
How should a receptionist watch their personal appearance? (6)
Explain.
Hair
Well groomed, clean and neat. Not bright-ly colored or badly cut.
Complexion and Make UP
A healthy diet contributes to a healthy complexion, along with good sleep-ing hours and maintaining good health. Make-up shouldn’t be heavy, but accentuating the beauty that is already there
Hands
Nails should be neat and well-manicured. No broken nails, dirty nails, chipped nails, or dirty hands.
Clothing.
Uniforms should be pressed and clean. Civil clothing should be smart and professional. Fashion and bright colours should remain outside of the workplace,
Shoes must be comfortable yet smart. Stockings are also useful.
Halitosis
Bad breath = bad reputation. A good diet and maintaining dental care will pre-vent this, but if it is a health-related issue, one should see a professional.
Body Odour.
Like halitosis, body odour deters guests and puts them off. It can be very un-pleasant. Regular bathing, and use of antiperspirant can help. Another note not to put on overbearing amounts of perfume.
JUSTIFY THE FOLLOWING STATEMENT:
“Attention to personal appearance and hygiene are of utmost importance to a receptionist.”
Anyone who deals with the public needs to pay attention to their appearance and personal hygiene because a ho-tel representative with greasy hair, unclean/undressed clothes, laddered stockings/tights, dirty/worn shoes, chewed/uneven/chipped/dirty nails, halitosis, or body odour can make a bad impression. A receptionist should appear immaculate in every way.
“Therefore it is important that attention to personal appearance and hygiene are of utmost importance to a receptionist.”
WHAT ARE SOME POINTS OF DEALING WITH (VERBAL) ENQUIRIES?
Be quick and Efficient
Determine the exact nature of the information required in order to assist
Reception office should be organised so that information to answer enquiries are at hand.
Keep Eye contact
Use correct voice tone and Volume
Be helpful and friendly
Repeat the enquiry if you need to
Dont make small talk
Answer logically, briefly, and clearly
WHAT ARE THE 3 MAIN TYPES OF ENQUIRIES THAT THE RECEPTIONIST DEALS WITH?
GIVEA SHORT DESCRIPTION OF EACH
- RESERVATIONS
Potential guests may ask about Room availability, Facilities offered, or fees.
Hence, it is important that a receptionist has a room availability chart, an advance booking chart, a bookings diary, and hotel tariff
- INFORMATION FOR GUESTS
Guests come to reception to ask about transport, activities, and the local area.
Hence, it is important that a receptionist has taxi, train, or bus routes, numbers, and time tables. Maps, local guides, a phone book, local press (for activities), online, and knowledge about the local area.
- INFORMATION REGARDING GUESTS
There may be enquiries requesting per-sonal information about guests. This is private and confidential to the public- with the exception of the po-lice. Anything else should be re-ferred to the manager.
What are some main points of dealing with guest complaints?
Listen Patiently, Establish the problem
Do not Interrupt
Dont Lose your temper
Wait until the guest has finished
Let the guest know the plan of action
Never say the guest is wrong
Never blame Colleagues
Immediately implement the plan of action
Follow up on the guest
Dont hesitate to consult the manager if the complaint is SERIOUS (like theft)
What should the non-verbal behaviour of a receptionist look like?
What are some examples of non-verbal communication?
Whether angry, sad, anxious, upset, tired, or moody, it should never show in a receptionists body language.
Non-verbal communication includes:
* Facial Expressions
* Body Language
* Body Posture
* Hand Gestures
* Body Movements
* Facial Expressions
* Pictograms
4.2 NB: JUSTIFY THE FOLLOWING STATEMENT:
“Good verbal communication is essential in most jobs, but it rarely plays an important role in a receptionist office.”
Although there is a good deal of importance on good verbal communication, e.g. Well-modulated tone, clear speech, accurate pronunciation, no ambiguity,
The most important aspect of communication is LISTENING
Along with
Ensuring there are good lines of communication between the reception office and other departments
Good Memory
Taking notes of important things
Being interested
Being able to deal with many types of people
WHICH INTERNAL & EXTERNAL DOCUMENTS ARE IN COMMON USE AT THE RECEPTION OFFICE?
(Know 5)
Internal:
- Memos
- Arrival and departure lists
- Arrival and Departure
Notifications - Guest in-house lists
- Function lists
External:
- Letters via email
- Invoices
- Standard confirmations
- Request for payment
WHAT IS GOOD TELEPHONE MANNER AND TECHNIQUE?
Know All
Answer the telephone Promptly
Greet the caller pleasantly and identify the establishment
Ask either “To whom am I speaking?” or “How can I help you?”
Listen Attentively
If a message should be taken, record the time, date, caller, and to whom the message is more (repeat back to the caller to ensure the info is correct)
If the call is for executive or management, find out who they are and what their business is. Try to check before forwarding the call.
What are the Duties of a person handling telephone communication?
(Know 6)
- Answers incoming calls
- Places outgoing calls
- Directs calls to guest rooms,
staff or departments - Receives and delivers guest
messages - Logs wake-up calls and
performs the service - Provides information about
the hotel to guests - Knows how to make an
emergency call - Follows telephone etiquette
- Is Polite and courteous
What is the use of Public address systems?
A PA System is an electronic amplification system used to communicate in public areas. It can be installed in any public area, e.g. bar, restaurant, at reception, and in conference venues, it is used mainly to play background music or make announcements. It is useful during emergencies,
How should one use a PA system?
Choose the right times
Provide clear, relevant information
Use a clear tone of voice and correct language
Clear word pronunciation
Ensure the microphone is at a correct distance from your mouth
