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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 Theory
duration (in hours)
Practical duration (in hours)
Key Learning Outcomes Corresponding
NOS code
1 Activity upon
arrival of guest
15 25 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
THC/N0113
Page | 2
members, ensuring their stay is
recorded and points credited
Inform guests about the facilities
available in the Hotel
2 Activity at the
time of guest
check-out
10 10 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
THC/N0113
3 Achieving guest
satisfaction
through
satisfactorily
meeting guest
requirements
15 25 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
THC/N0107
4 Delivering
message /
materials to guest
5 15 Deliver messages timely to the
guest
Inform guest about visitors, if any
Arrange and deliver front office
consumables
THC/N0107
Page | 3
5 Listening to
guest’s concerns
5 15 Interact with the guest and listen
to the complaint patiently
Identify temporary solution, if
any and inform guest
Arrange for alternatives
THC/N0114
6 Achieving guest
satisfaction by
resolving guest’s
issues
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
THC/N0114
7 Proving
appropriate
feedback to
relevant
department
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
THC/N0114
8 Training Front
Office employees
5 15 Assist duty manager in
recruitment
Identify training requirements
Guide and train employees on
Front Office Functions
THC/N0115
Page | 4
Ensure that proposed training is
beneficial and employees are
well-trained
9 Identifying latest
trends in Front
Office department
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
THC/N0115
10 Monitoring and
Supervising Front
Office employees
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
THC/N0115
11 Interacting with
superiors and
colleagues
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/N9901
Page | 5
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, co-
ordination and collaboration
Lookout for any errors and help
colleagues to rectify them
12 Communicating
with customers
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 | 6
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
13 Service quality
requirements
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/N9902
14 Achieving
customer
4 6 Ensure fair and honest THC/N9902
Page | 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
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
THC/N9903
Page | 8
16 Achieving
customer
satisfaction by
being professional
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
THC/N9903
17 Services and
facilities specific
to age / gender /
special needs
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
THC/N9904
18 How to behave
with women at
workplace?
4 6 Understand women rights and
company’s polices regarding
them
Know special facilities available
for women colleagues and
THC/N9904
Page | 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
Report IPR violations
Read copyright clause
Protect infringement upon
customer’s interests
Know which aspect of customer
information can be used
Report any infringement
THC/N9905
20 Cleanliness 2 3 Keep the workplace clean
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
THC/N9906
Page | 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
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
THC/N9906
22 Work Hazards 3 7 Understand various hazards in
work areas and how to eliminate
or minimize them
Analyze the causes of accident at
workplace and suggest measures
to prevent them
Take preventive measures and
suggest methods to improve
existing safety procedures
THC/N9907
Page | 11
23 Safety standards
and procedures
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
THC/N9907
24 Basic knowledge
of a Foreign /
State language
15 45 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/N9909