The reception area is one of the most important spaces within the accommodation venue. At some stage every guest must pass through this area, whether to arrive, depart or to make enquiries. Reception personnel therefore are called upon to perform a multitude of tasks, in what is a sometimes hectic environment. Although structured processes are put in place, the unpredictably of dealing with the travelling public can often throw the day into disarray. Staff must be able to deal with a whole host of scenarios, while maintaining a professional persona.

$99.00 Price

170 mins Estimated Time

Components in this Module

1 - Introduction

  • Introduction
  • Introduction to Reception
  • Responsibilities of Reception Staff
  • Communicating with Other Departments
  • Communicating with Other Departments Continued
  • Damage Control - Maintenance Request
  • Communicating Requests Challenge

2 - Arrival Preparation

  • Organising the Reception Area
  • Reviewing Daily Movement
  • Assigning Room Numbers
  • Selecting a Room Challenge
  • Checkpoint 1

3 - Guest Registration

  • Guest Registration
  • Guest Check-In
  • Check-In Procedures
  • Warm Greeting
  • Greeting Methods
  • Completing the Registration Card
  • Completing the Registration Card 2
  • Confirming Accommodation
  • Damage Control - Wrong Guest!
  • Confirming Guest Details
  • Method of Payment
  • Credit Card Payments
  • Cash Payments
  • Company Accounts
  • Vouchers
  • Checkpoint 2
  • Ensuring Room Readiness
  • Rooming the Guest
  • Rooming the Guest Continued
  • Explaining Hotel Details
  • Damage Control - Key Issuing
  • After the Guest has been Roomed
  • Walk-Ins
  • Walk-In Customer
  • Bumping Patrons
  • No Vacancy
  • Refusing Guests
  • No-Show and Non-Guaranteed Reservations
  • Checkpoint 3
  • Self Check-In
  • Managing Group Arrivals

4 - Service During the Stay

  • Service During the Stay
  • Directions and Local Knowledge
  • Arranging Transport
  • Light Clerical Duties
  • Wakeup Calls
  • Damage Control - Missed Flight
  • Safety Deposit Boxes
  • Room Moves
  • Foreign Currency Exchange

5 - Guest Departure

  • Guest Departure
  • Preparing Guest Departure Challenge
  • A Check-Out Dialogue
  • Check-Out Procedures
  • Guest Departures
  • Confirming the Guests Identity
  • Checking for any Late Charges
  • Producing a Copy of the Account for Inspection
  • Processing the Payment
  • Updating the Room Status
  • Checkpoint 4
  • Enquiring About Their Stay
  • Recovering the Key
  • Assisting with Luggage or Transport
  • Invite the Guest Back
  • Skippers
  • Late Check-Outs
  • Express Check-Outs
  • Group Departures
  • Guest History

6 - Common Operational Reports

  • Common Operational Reports
  • Arrival and Departure Lists
  • Backup Reports
  • Forecast Occupancy Report
  • In-House Guest List
  • House Status Report
  • Specials Report
  • Trace Reports
  • VIP lists
  • Common Reception Reports

7 - Minimising Waste

  • Minimising Waste
  • Checkpoint 5
  • Congratulations!


No previous knowledge or experience is required.

How long?

The online courses are made up of a number of learning modules. Each module has an estimated time to complete them (click on the ‘i’ next to the module to get the time).
The time to complete a module can vary based on your existing knowledge of the material.
No need to finish the course in one session. You can log in and out as many times as you like, until the course end date. The course end date is shown when entering the training. The system remembers what you have completed and you can continue on from where you left off.

How does it work?

Once we receive confirmation of your payment (which could take up to 24 hours), you will receive an email with your login details. Go to the login page which will be emailed to you. Enter your details then click on the name of the course when you are ready to start.

How do I pay?

Pay with mastercard or visa through our secure PayPal internet payment facility. You can also select to ‘Generate an Invoice’ or ‘Make An Enquiry’ and we will get back to you with a group pricing as a quote or submission for you to respond to.

Who should do this course?

These courses are for anyone who wants to learn more or wants to extend their resume by becoming more knowledgable in their company.

How will I be assessed?

Each module is broken into sections with checkpoints, interactive challenges and quiz questions throughout. You are required to go through each section and answer every question correctly to be deemed competent. If you answer any questions incorrectly, you will be given feedback on which question you answered incorrectly. You can then correct your response and continue.

Will I receive a certificate?

These are non accredited corporate-based short courses and if successful you will receive a Certificate of Completion.

Steps to proceed with enrolling in a Course

Step 1 – Select a Course(s) by adding it to the Shopping Cart.
Step 2 – Pay for the course (using Paypal).
Step 3 – Once we have received the payment we will send you an email confirming your order.
Step 4 – This email will have instructions for connecting to the course, your login ID and password.
Step 5 – Complete the online course.
Step 6 – Once the course has been successfully completed, you will have access to your certificate.

If you have any problems or questions just call us on (02) 9635 0477 or email

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