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Hotels & Lodging:
Front Desk Operations DVD/VHS 27 Minutes - English or Spanish

The front desk is the nerve center of your hotel, with your staff interacting with every guest and handling hundreds of sales opportuSunrise Basic Training's Front Desk Operations program begins with personal appearance and communication, then moves through phone skills, reservation sales, and managing the guest cycle from registration to check-out, including handling complaints and special situations.

Front Desk Operations (English or Spanish) 27 Minute DVD or VHS, Trainer's Guide, Quick-Quiz & Certificate of Completion* $99.00

* Bonus Materials provided on CD-ROM.

Segment Topics for Front Desk:

Phone Skills:

• Answering the Phone
• Forwarding Calls
• Asking Callers to Hold
• Guest Privacy
• Taking Messages
• Wake-Up Calls

Handling Reservations:

• Know Your Hotel
• Qualify the Caller
• Accuracy

Sales Skills

. Listen to the Customer
• Features
• Benefits
• Overcoming Objections
• Closing Techniques
• Upselling

Preparing for the Guest

• Guest Registration
• Service During the Stay
• Handling Complaints
• Walking a Guest
• Guests with Disabilities
• Foreign Travelers
• Busy Situations
• Guest Check Out

Other Situations

• Personal Appearance
• Communication
• The Log Book

  

Bonus Materials* with each purchase include:

Comprehensive Trainer's Guide, including:

  • Content Overviews
  • Discussion Questions
  • Group Activities
  • "Quick Quiz" for Simple Assessment

Certificate of Completion

To be customized, duplicated and awarded to successful participants

Sunrise Guarantee

We believe Sunrise Basic Training programs deliver value: effective training that is reasonably priced and easy to use.   Purchase any Sunrise Basic Training program.  Within 14 days, if you determine that your Sunrise Basic Training program does not exceed your expectations, simply return the program for a full refund of the purchase price.  That’s the Sunrise Guarantee!