Guest Greeting & Communication

LAPT

London Academy of Professional Training

Workshop N/A Workshop Hospitality Industry

REF: HS-FOO-W

Subjects

500

Total Marks

60%

Pass Mark

Lifetime

Validity

Who Is It For

This workshop is designed for entry-level front office staff in hospitality settings, including receptionists and concierge personnel, who wish to enhance their communication skills and professionalism.

Prerequisites

None

Awarding Body: LAPT — London Academy of Professional Training

Curriculum Overview

1 Personalised Service Strategies 3 chapters · 12 classes · 75 marks

Understanding Personalised Service in Front Office Operations 4 classes

1.1 Exploring the Basics of Personalised Service

1.2 Identifying Guests' Preferences and Needs

1.3 Practicing Effective Communication Techniques

1.4 Implementing Personalised Service in Real Scenarios

Techniques for Effective Guest Communication 4 classes

2.1 Building Rapport: Initiating Positive Guest Interactions

2.2 Active Listening: Understanding Guest Needs Effectively

2.3 Tailoring Responses: Personalizing Communication for Guests

2.4 Resolving Issues: Navigating Challenging Conversations with Guests

Implementing Personalised Service Strategies 4 classes

3.1 Understanding the Importance of Personalisation in Service

3.2 Identifying Customer Preferences through Active Listening

3.3 Adapting Communication Styles for Personalised Interactions

3.4 Applying Personalised Strategies in Real-Life Scenarios

2 Customer Interaction Scenarios 3 chapters · 12 classes · 100 marks

Understanding Customer Expectations and Effective Greeting Techniques 4 classes

1.1 Exploring Customer Expectations: Identifying Needs and Preferences

1.2 Mastering First Impressions: The Art of Effective Greeting

1.3 Developing Active Listening Skills for Better Customer Engagement

1.4 Applying Greeting Techniques in Real-World Scenarios

Techniques for Active Listening and Guest Feedback Interpretation 4 classes

2.1 Understanding Active Listening Principles

2.2 Practicing Active Listening in Real Scenarios

2.3 Identifying Feedback Cues from Guests

2.4 Applying Feedback Interpretation Techniques

Managing Challenging Guest Interactions with Diplomacy 4 classes

3.1 Understanding Guest Expectations in Challenging Situations

3.2 Identifying and Diffusing Common Triggers Discreetly

3.3 Utilizing Active Listening to Build Trust and Resolve Conflicts

3.4 Practicing Diplomatic Language Techniques in Role-Play Scenarios

3 Managing Guest Enquiries 3 chapters · 12 classes · 75 marks

Understanding Guest Needs and Expectations 4 classes

1.1 Identifying Key Guest Needs through Active Listening

1.2 Analyzing Common Expectations in Guest Queries

1.3 Interpreting Body Language to Understand Guest Preferences

1.4 Tailoring Responses to Meet Individual Guest Requirements

Effective Communication Skills for Front Office Staff 4 classes

2.1 Understanding Verbal and Non-Verbal Cues

2.2 Using Positive Language to Enhance Guest Interaction

2.3 Mastering Active Listening Techniques

2.4 Handling Guest Queries with Confidence

Handling Complex Guest Enquiries and Complaints 4 classes

3.1 Understanding Common Complex Enquiries and Complaints

3.2 Techniques for Active Listening and Empathy in Difficult Situations

3.3 Strategies for Resolving Complex Guest Issues Effectively

3.4 Communicating Solutions and Follow-up with Guests

4 Guest Greeting Procedures 3 chapters · 12 classes · 75 marks

Understanding the Core Principles of Guest Greeting 4 classes

1.1 Grasping the Fundamentals of Guest Greeting

1.2 Exploring Key Principles of Effective Communication

1.3 Implementing the Best Practices in Guest Interaction

1.4 Performing Guest Greeting Scenarios and Role-plays

Developing Key Communication Skills for Front Desk Staff 4 classes

2.1 Understanding the Role of Communication at the Front Desk

2.2 Mastering Active Listening Techniques

2.3 Practicing Clear and Effective Verbal Communication

2.4 Applying Non-verbal Communication Skills in Guest Interactions

Mastering Advanced Greeting Scenarios and Problem-Solving 4 classes

3.1 Navigating Complex Cultural Greetings in Hospitality

3.2 Identifying and Addressing Guest Concerns Proactively

3.3 Enhancing Personalized Guest Interactions with Empathy

3.4 Implementing Effective Solutions to Guest Issues

5 Verbal and Non-verbal Techniques 3 chapters · 12 classes · 75 marks

Understanding the Importance of Verbal and Non-verbal Communication in Front Office Settings 4 classes

1.1 Recognizing Verbal Communication Cues in Customer Interactions

1.2 Interpreting Non-verbal Signals in a Guest Greeting

1.3 Applying Verbal Techniques for Effective Front Office Communication

1.4 Utilizing Non-verbal Skills to Enhance Guest Experience

Developing Effective Verbal Communication Skills for Guest Engagement 4 classes

2.1 Understanding Elements of Effective Verbal Communication

2.2 Mastering Tone and Clarity in Conversations

2.3 Enhancing Active Listening for Better Engagement

2.4 Applying Verbal Skills in Real-World Scenarios

Mastering Non-verbal Communication Techniques 4 classes

3.1 Understanding Body Language Fundamentals

3.2 Interpreting Facial Expressions and Eye Contact

3.3 Utilizing Gestures and Posture for Effective Communication

3.4 Enhancing Communication with Non-verbal Cues

6 Foundations of Communication in Hospitality 3 chapters · 12 classes · 100 marks

Understanding Basic Communication Theories in Hospitality 4 classes

1.1 Explore Key Communication Theories in Hospitality

1.2 Analyze Interpersonal Communication Models

1.3 Identify Barriers to Effective Communication

1.4 Apply Communication Principles in Guest Interactions

Developing Effective Verbal and Non-Verbal Communication Skills 4 classes

2.1 Understanding the Basics of Verbal Communication in Hospitality

2.2 Identifying and Interpreting Non-Verbal Cues in Guest Interactions

2.3 Practicing Active Listening Techniques for Better Guest Engagement

2.4 Applying Communication Skills in Real-World Hospitality Scenarios

Handling Guest Interactions and Feedback Professionally 4 classes

3.1 Understanding Guest Needs and Expectations

3.2 Demonstrating Effective Listening Skills

3.3 Communicating Solutions with Clarity and Confidence

3.4 Gathering and Responding to Guest Feedback

Assessment Breakdown

70%

Theory

20%

Practical

10%

Project

Passing Mark: 300 / 500 (60%)

Methods: Written Examination, Practical Assignment, Portfolio Assessment

How to Enrol

Website: lapt.org

Email: info@lapt.org

Phone: +44 7513 283044

Address: 85 Great Portland Street, W1W 7LT, United Kingdom

Hours: Monday – Friday, 9AM – 5PM

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