| Content |
Detail |
| Role of the Front Office Department within the Organisation | • Structure of the front office department
• In-house guest services
• Selling hotel facilities
• Statistics and reports
|
| The Guest Cycle | • The guest profile
• Individual and group reservations
• Check in procedures for individuals and groups
• Customer billing and security
• Methods of payment
|
| The Electronic Front Office | • Introduction to PMS Systems, CRS Systems and GDS Systems.
• PCI Compliancy
• Distribution channels
|
| The Hotel Customer | • Customer typologies
• Customer needs and expectations
• Matching service and facilities to customer expectations
• Customer service programme
• How to WOW the customer
• Managing customer contact strategies: face-to-face, telephone, post/e-mail, internet
• Dealing with difficult situations: imparting bad news, handling objections, complaints
• Consumer rights and Legislation
• Cultural awareness |
| Information Gathering, Collation, Analysis and Evaluation | • Principles of customer research
• Internal and external information sources
• Analysis and evaluation of information: identifying hotel and resort business opportunities
|
| Hotel/Resort Customer Relationship Technologies | • Technology and CRM
• Managing the customer relationship on the web
• The basic building blocks of technology and CRM
• CRM technology systems and organisations used by hotels and resorts internationally
• Privacy and data security
• The student will use a computer CRM software package used by hotels and resorts internationally
|
Expand All
Collapse All