Curriculum for Reception desk services Vg3 / in-service training at a training establishment (RES3-01)

After Vg3

Role of host

The aims of the training are to enable the apprentice to
  • provide service in the role of host and adapt your communication, behaviour and clothing when meeting guests
  • communicate orally and in writing with customers and guests, also in English
  • formulate simple sentences in a foreign language other than English when meeting guests
  • give an account of and comply with current regulations and safety routines at the hotel for fire, robbery, theft and the need for first aid
  • select and use different aids to present services at your location and at your destinations
  • share information on local and national tourist attractions
  • give an account of the company's history and its organisation, goals, strategies and business concept, and use this in the role of host
  • coordinate internal and external operators who are responsible for the guests' stay

Sales

The aims of the training are to enable the apprentice to
  • plan and carry out sales, aftersales and re-sales through exhibitions and presentations of products and services adapted to the needs of the guests and goals for profitability
  • formulate a sales letter and other documents for communicating with customers
  • handle complaints according to current regulations
  • communicate in writing with guests and external sales channels
  • use reservation and customer management systems at the company for sales
  • evaluate the company's customer base and give an account of which chain and corporate agreements the company has
  • work according to ethical guidelines and current regulations for sales and marketing
  • evaluate the hotel's capacity and pricing according to requirements set for profitability

Operations

The aims of the training are to enable the apprentice to
  • plan and carry out daily reception desk tasks according to company routines and current regulations for environment, health and safety, and out of consideration for the environment
  • plan, prepare, carry out and evaluate tasks associated with events at the hotel
  • plan and carry out daily tasks and routines related to the facilities and cleaning department
  • serve foods and beverages according to existing regulations
  • give an account of the company's organisation and your own work and role in the business
  • gather, reckon and analyse key figures for hotel accommodations
  • evaluate how different factors can influence profitability of a travel business
  • discuss and elaborate on the relationship between the company's internal working environment, productivity and quality of the travel and tourism product
  • use reservation and customer management systems at the hotel to handle, modify, optimise and cancel reservations
  • use cash and payment terminals, handle cash, perform settlements and carry out basic currency exchange estimates and calculations
  • use company systems and routines to communicate information between departments
  • reports statistics according to existing regulations
  • give an account of and work according to safety routines at the company
  • work according to ethical values, routines and current regulations for accommodations businesses
  • evaluate how the workplace can be changed to become more ergonomic, and perform work in an ergonomically correct manner
  • work according to the regulations and agreements that regulate employment conditions for the reception desk services trade, and give an account of the rights and obligations of employers and employees

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