NAME OF THE COURSE-Guest Relations Manager CURRICULUM/SYLLABUS

Transcription

1 NAME OF THE COURSE-Guest Relations Manager CURRICULUM/SYLLABUS This program is aimed at training candidates for the job of a Guest Relations Manager, in the Tourism and Hospitality Sector/Industry and aims at building the following key competencies amongst the learner 1. Personal grooming/ hygiene 5. Customer service skills 2. Appropriate etiquette and conduct 6. Effective communication-verbal/non-verbal 3. Maintain IPR 7. Handling guest s complaints / queries 4. Work hazards and safety 8. Working knowledge of English/ State language This course encompasses 12 out of 12 National Occupational Standards (NOS) of Guest Relations Manager Qualification Pack issued by Tourism & Hospitality Skill Council. S. No. Topic / Module 1 Activity upon arrival of guest Theory duration (in hours) Practical duration (in hours) Key Learning Outcomes Identify guests with reservation Understand various category of guests like VIP etc. and prepare accordingly Inform airport representative, travel desk and concierge about required services Greet the guests upon arrival as per SOP Understand guests comfort, requirements and expectations Communicate effectively and professionally Understand guest room preference and block room accordingly Inform for special arrangements Inform guests about loyalty programs and if they are already Corresponding NOS code THC/N0113 Page 1

2 2 Activity at the time of guest check-out 3 Achieving guest satisfaction through satisfactorily meeting guest requirements 4 Delivering message / materials to guest members, ensuring their stay is recorded and points credited Inform guests about the facilities available in the Hotel Identify the check-out time Ensure luggage transfer through bell boy Provide assistance on billing, payment etc. Receive guest feedback Seek information about future visits Ask for guest requirements during check-in Co-ordinate with various departments to get those requirements fulfilled or arrange for materials/ consumables Inform travel desk on guest requirements related to them Ensure that guests are always attended to Answer guest queries about Hotel/Local information Revert to guest request as per SOP for turn-around-time Ensure guest satisfaction at all times 5 15 Deliver messages timely to the guest Inform guest about visitors, if any Arrange and deliver front office consumables THC/N0113 THC/N0107 THC/N0107 Page 2

3 5 Listening to guest s concerns 6 Achieving guest satisfaction by resolving guest s issues 7 Proving appropriate feedback to relevant department 8 Training Front Office employees 5 15 Interact with the guest and listen to the complaint patiently Identify temporary solution, if any and inform guest Arrange for alternatives 5 15 Identify the problem Understand if the problem is caused due to staff negligence Identify the right person to rectify the problem and the time needed to rectify it Ensure customer is informed about steps being taken Escalate issues if required Ensure the customer is comfortable with the resolution and services in general Identify any additional issues and offer discounts, if required 5 15 Inform the person / department which caused the problem about the issue and the fix Maintain a record of such incidents Ensure the concerned person / department has taken directives to prevent such occurrences in future 5 15 Assist duty manager in recruitment Identify training requirements Guide and train employees on Front Office Functions THC/N0114 THC/N0114 THC/N0114 THC/N0115 Page 3

4 9 Identifying latest trends in Front Office department 10 Monitoring and Supervising Front Office employees 11 Interacting with superiors and colleagues Ensure that proposed training is beneficial and employees are well-trained 5 15 Identify global developments and latest best practices and processes globally Check the feasibility of process changes Inform duty manager of any such changes and its benefits 5 15 Identify the functions of all roles Maintain positive relations and two-way communication with employees Maintain track record of activities performed and inform duty manager accordingly 5 10 Receive job order and instructions from reporting superior Escalate unresolved problems or complaints to relevant superior Understand work output requirements, targets, performance indicators and incentives Deliver quality work and report anticipated delays with reason Communicate maintenance and repair schedule to superior Receive feedback on work standards Document the completed work Show trust, support and respect THC/N0115 THC/N0115 THC/N9901 Page 4

5 12 Communicating with customers to all colleagues and assist them with information and knowledge Try to achieve smooth overflow Identify the potential and existing conflicts with colleagues and resolve them Seek assistance from colleagues when required Pass on essential information to colleagues in a timely manner Behave responsibly and use polite language with colleagues Interact with colleagues from different functions to understand their nature of work To understand teamwork, multi tasking, co-operation, coordination and collaboration Lookout for any errors and help colleagues to rectify them 5 10 Identify customer needs by asking questions Have good knowledge on product and services and brief the customer clearly on them in a polite and professional manner Build friendly but impersonal relationship with the customers Use appropriate language and tone and listen actively Show sensitivity to gender/ cultural and social differences Understand customer expectations and provide THC/N9901 Page 5

6 13 Service quality requirements appropriate product/services Understand customer dissatisfaction and address their complaints Maintain proper body language and dress code Communicate clearly and effectively with the guest Inform the customers on any issues and developments involving them Respond back to the customer immediately Upselling/promoting suitable products and services Seek feedback from customers Explain terms and conditions clearly 4 6 Understand target customers, their profiles and needs Build good rapport with the customer Understand the market trends and customer expectations by discussing the same with frequent customers Seek feedback and rating from customer Use customer oriented behaviour to gain loyalty and satisfaction Be friendly but not familiar with guest THC/N Achieving customer 4 6 Ensure fair and honest THC/N9902 Page 6

7 satisfaction through customer-centric service treatments to customers Enhance company s brand value Read customer expectations and ensure they are met Readily accept and implement new ideas to improve customer satisfaction Communicate customer feedback to superior Offer promotions to improve product satisfaction Consult with senior on unscheduled customer requests 15 Etiquettes 4 6 Greet, welcome and address the customer appropriately THC/N9903 Maintain pitch and tone of voice while speaking to customers Maintain high standards of practice and transparency in pricing Answer the telephone Communicate appropriately with the customer Dress professionally Maintain personal integrity and ethical behaviour Maintain personal grooming and positive body language Demonstrate responsible and disciplined behaviour Escalate grievances to appropriate authority Page 7

8 16 Achieving customer satisfaction by being professional 17 Services and facilities specific to age / gender / special needs 18 How to behave with women at workplace? 5 5 Use appropriate titles and terms of respect Handle customer grievances professionally Offer friendly, courteous and hospitable service to the customers Provide assistance with sincere attitude Achieve 100% customer satisfaction Understand customer loyalty and brand value 4 6 Ensure that the customer feels safe Understand procedures to be followed during terrorist attacks Know the facilities and services specific to gender and age Co-ordinate with team to meet these needs Educate customers about entertainment programs for children, basic safeguard procedures for senior citizens Arrange for transport and equipment as required by senior citizens Understand availability of medical facilities/doctor 4 6 Understand women rights and company s polices regarding them Know special facilities available for women colleagues and THC/N9903 THC/N9904 THC/N9904 Page 8

9 customers Inform about methods to ensure safety and security of women Provide comfortable and safe environment for female customers Maintain compliant behaviour etiquette while dealing with women Treat women equally and avoid discrimination Ensure safety and security of female colleagues and customers at all levels 19 IPR and Copyright 5 15 Make sure new initiatives of Hotel are not leaked out THC/N9905 Report IPR violations Read copyright clause Protect infringement upon customer s interests Know which aspect of customer information can be used Report any infringement 20 Cleanliness 2 3 Keep the workplace clean THC/N9906 Identify waste and ensure its disposal Ensure waste bins are cleared everyday Point out requirements for pest control Ensure work place has fresh air supply and sufficient lighting Ensure maintenance check of air Page 9

10 conditioners and other mechanical equipment in the department Know safe and clean handling of linen, laundry and work area Ensure adequate supply of cleaning consumables 21 Hygiene 2 3 Hand wash procedure THC/N9906 Understand personal hygiene Understand dental hygiene Understand cross contamination and how to prevent it Report on personal health issues Ensure procedures such as covering the mouth and turning away from people while coughing and sneezing Maintain availability of clean drinking water Get appropriate vaccinations regularly Undergo preventive health check up and treat all illnesses promptly 22 Work Hazards 3 7 Understand various hazards in work areas and how to eliminate or minimize them THC/N9907 Analyze the causes of accident at workplace and suggest measures to prevent them Take preventive measures and suggest methods to improve existing safety procedures Page 10

11 23 Safety standards and procedures 24 Basic knowledge of a Foreign / State language 3 7 Know correct emergency procedures Know the locations of fire extinguishers, fire emergency etc Stack items in an organized way to avoid accidents Handle materials, tools, chemicals etc safely Ensure safe techniques while moving furnitures and fixtures Understand guidelines to use electrical equipment Ensure floors are not slippery Practice ergonomic lifting, bending or moving equipment Understand first aid Know the use of personal protective equipment and safety gear Knowledge of safety signs Document first aid treatments and safety procedures Report to supervisor if any hazard is identified adhere to safety standards Know the typical Foreign/State language queries Learn keywords Practise short oral conversations in the language Listen to recorded sentences as spoken typically to understand diction THC/N9907 THC/N9909 Page 11

12 Speak without hesitation in complete sentences Learn basic range of vocabulary and expression Improve language proficiency to working knowledge level TOTAL Total Programme Duration: 140 Theory Hours Practical Training Hours = 440 Total Hours. Recommended OJT Hours: 30 days Page 12