Description Offers students the opportunity to acquire the knowledge and skills necessary to provide the front desk services of a lodging.
Emphasis is placed on the interrelated elements of front desk operations.
Define the terms paraphrasing, band-aiding, content level, feeling level, and perception checking as they apply to hotel front office communication skills. Describe the basic communication skills front desk personnel exhibit when serving guests. Use appropriate telephone communication skills as they apply to hotel operations. Describe the duties performed by hotel front desk representatives to handle guest complaints. State the minimum information recorded concerning telephone messages.