Programme Overview
This programme aims to upskill employees who are currently employed in a hospitality reception role. The learner will:
- Learn the basics of effective and sincere guest service.
- Learn how to correctly handle and store guest belongings.
- Learn how to deal with local and international currencies.
- Learn how to book and sell internal and external services.
- Learn higher level calculation and thinking skills.
- Focus on communications in a business environment.
- Learn more about computerised guest management systems.
- Understand the importance of teamwork in the front office environment.
Learning Outcomes
At the end of this skills programme and the completion of a portfolio of evidence the learner will be able to:
- Provide customer service.
- Process incoming and outgoing telephone calls.
- Operate payment point and process payments.
- Provide customer information and book external services.
- Maintain a booking system.
- Deal with the arrival of customers.
- Co-ordinate the greeting and assisting of guests on arrival and departure.
- Communicate verbally.
- Describe lay-out, services and facilities of the organisation.
- Monitor and maintain health, safety and security.
- Maintain practices and procedures for handling cash/cash equivalents.
- Receive and process reservations.
Workplace Based Learning
Workplace based learning, which is prescribed in the curriculum, takes place under close supervision and according to a roster to complement the theoretical studies. Learners must be permanently employed in an appropriate environment where the relevant subjects can be used and practiced. Suggested establishments for work-based learning: hotel, restaurant, guest house or similar establishments that serve patrons and guests.
Blended Learning
The Oxford Dictionary defines blended learning as a style of education in which students learn via electronic and online media as well as traditional face-to-face teaching.
Course Duration
Full-time In-Service (8 weeks) with 10 contact sessions
Minimum Entry Requirement
Grade 10
Tuition Fees
Cost will depend on learner/company’s requirements, location (for assessment) and number and computer literacy of learners.
Qualifications & Courses Included
• CATHSSETA Certificate – NQF Level: 4
• Credits: 44