Customer Service at Hotel Reception

The level 3 qualification covers maintain a healthy, safe and secure working environment, supervise customer service, supervise staff training, principles of supervising and leading teams, resource management in the front office area, supervise front office operations, supervising cash handling operations with more advance level offering Front Office Services who have gained experience in reception services and wish to extend their departmental knowledge of planning, monitoring and supervising staff and physical resources, handling accounts and transactions. Students are required to demonstrate their supervisory skills, both knowledge based and practically, in order to fulfil the requirements. 

Module 1: Introduction to Hotel Reception  (10 hours)

Module 2: General Process to Hotel Reception & Reception office skills (10 Hours)

Module 3: Maintain a Healthy, Safety and Secure working environment. (10 Hours)

Module 4: Reception and Front office service principles- Arrival and departure services (5 hours)

Module 5: Cash Handling operations (10 Hours)

Module 6: Customer service in the hospitality and catering industry (10 hours)

Module 7: Promote products and services to guests (10 hours)

Practical Assesment: Customer reception iwth our partner hotel (15 hours)

The qualification covers reception skills, safety at work, customer service in the hospitality and catering industry, booking accommodation for guest, handling cash and guest accounts, arrival and departure services, promoting products and services to guests and supervision. 

While you’ll do some oral and reflective written assessments and have opportunities for more innovative forms of assessment.

Work experience (Internship) Presencial: (15 hours) is aimed a candidates who will be entering the industry and so it is important that they gain their experience in a professional setting. They should use appropriate equipment. When being assessed candidates will need to have sufficient space to work efficiently and in a safe manner. As a minimum, it is expected that our partners hotels have well-equipped office style area including: communication tools for example, email, phone, pager, memos, fax, 2 way radio general office equipment including computers, copiers, fax machines -, office stationery, exemplar hotel stationery, for example, lost property book, luggage receipts, invoices and receipts  suitable and secure storage facilities, small and large office equipment- it is recommended that centres review the range of equipment requirements against each unit within this qualification as it may be necessary to purchase additional equipment in order to offer the qualification.