Guest Greeting & Communication — Certification Brochure

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London Academy of Professional Training
Certificate Workshop
Guest Greeting & Communication
Workshop Level
REF: HS-FOO-W  •  Hospitality Centres  •  Front Office Operations
6Subjects 18Chapters 72Classes 440Total Marks 60%Pass Mark LifetimeValidity
At a Glance
ReferenceHS-FOO-W
AwardCertificate
Assessment440 marks — 264 to pass (60%)
PrerequisitesNone
ValidityLifetime
Awarding BodyLAPT — London Academy of Professional Training
Curriculum
1 Foundations of Communication in Hospitality 3 chapters · 12 classes  90 marks
• 1 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
• 2 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
• 3 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
2 Verbal and Non-verbal Techniques 3 chapters · 12 classes  65 marks
• 1 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
• 2 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
• 3 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
3 Guest Greeting Procedures 3 chapters · 12 classes  65 marks
• 1 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
• 2 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
• 3 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
4 Managing Guest Enquiries 3 chapters · 12 classes  65 marks
• 1 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
• 2 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
• 3 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
5 Customer Interaction Scenarios 3 chapters · 12 classes  90 marks
• 1 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
• 2 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
• 3 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
6 Personalised Service Strategies 3 chapters · 12 classes  65 marks
• 1 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
• 2 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
• 3 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
LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org  •  +44 7513 283044  •  lapt.org		 UKPRN 10067351  •  Company 4984798
Curriculum current at the date of issue.