1. Welcome to Reception Academy Day 1
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2. © Hospitality Training & Recruitment Ltd.
The Facility
Location of toilets
Tea & Coffee making facilities
Breakout area
Fire exits and Fire alarm testing
Balcony Disclaimer & Student Next of Kin 2

3. What we will cover today
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What we will cover today
Introduction & Academy “Game Rules”
What we aim for
Getting to know each other
What is expected of a hotel receptionist
Comfort break
Grooming standards
Introduction to the reception desk
Function of the Front Office Department
Discussion Board and Student Profiles 3

4. The Academy “Game” Rules
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The Academy “Game” Rules
Why are rules so important?
Attendance Policy (See website)
This facility is shared by other companies, please behave accordingly
No smoking in these premises
Property damage (£40/carpet tile if dirty or damaged) - Cleanliness
Interruptions and violent behaviour will not be tolerated
Mobile phones must be switched off during class
Take notes and review training at home
Parking of questions, raise your hand to answer and ask questions
Only English language is allowed in the classroom. 4

5. The Academy “Name Badge” Rules
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The Academy “Name Badge” Rules
Name badge must be worn at all times when in the building
It is proof of identification when let into the building by the Lenta Reception
Name badge must be worn on left hand side and be straight
Name badge must be returned at the end of the course in the same condition
A charge of £5 will apply when name badge is lost or name badge broken
If name badge is returned at the end of the course in a condition that makes it unable to be used again then student will be charged £5 but can keep the badge 5

6. © Hospitality Training & Recruitment Ltd.
What we aim for
To produce the best and most confident hotel receptionists currently
available to the hospitality industry.
To ensure that the training meets your expectations
To give you clear guidance and advise for your future 6

7. Getting to know each other
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Getting to know each other 7

8. What is expected of a good hotel receptionist?
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What is expected of a good hotel receptionist? 8

9. What is expected of a receptionist
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What is expected of a receptionist
Welcome guests and assist
Check-in & Check-out
Process payments, secure revenue
Handle complaints and guest queries
Understand (s) the product and is able to sell
Follows procedures
Is reliable, flexible, punctual and honest
These are the minimum expectations of any receptionist and following them does not make you an outstanding employee but a good employee. 9

10. Hospitality Training & Recruitment Ltd
Grooming Standards 10

11. © Hospitality Training & Recruitment Ltd.
Shoes 11

12. © Hospitality Training & Recruitment Ltd.
Shoes 12

13. © Hospitality Training & Recruitment Ltd.
Grooming Standards

14. © Hospitality Training & Recruitment Ltd.
The Reception Desk 14

15. © Hospitality Training & Recruitment Ltd.
The Reception Desk
Why is it so important to keep your desk tidy?
Guests can see almost every part of the desk. First impression!
You might not be the only receptionist using this desk space
Makes you look more in control & organised.
Allows you to be more focused on your tasks & calms you down
A tidy desk gives you more work space
Creates trust with your supervisor 15

16. Function of the Front Office
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Function of the Front Office 16

17. Function of the Front Office
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Function of the Front Office
Besides helping guests, what else is an important function of the front office?
To be a link between guests and other departments.
Some of our departments are non visible to guests, such as Accounting.
Every guest will meet the reception team at one point but only very few
guests ever get to meet Housekeeping, Reservations or Accounting. 17

18. Function of the Front Office
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Function of the Front Office
Please never forget:
The guests are not disturbing your work,
they are the reason why you work. 18

19. What questions do you have?
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What questions do you have? 19

20. © Hospitality Training & Recruitment Ltd.
Thank you 20