This Skills Training Manual has been inspired by the Occupational Standards designed for competitors participating in the WorldSkills Hotel Reception championships. Its aim is to provide a useful training tool for Skills competitors, national and international experts, instructors, coaches, trainers, hospitality teachers and judges on various competition panels.
However, its use should not be limited solely to competitions, but extended to anyone who is passionate about hospitality and who aims to deliver the best service performance as a hotel receptionist.
Some of the topics covered in this manual are:
• Basics of communication
• Procedures for hotel revenue management, front office check-in and check-out, back office
• Sales skills to promote your property and locality
• Management of guest complaints
Authors: Egidio Marcato & Corinne Bellaby