Description
DESCRIPTION
CONCIERGE BASIC LEVEL
Among hospitality professionals, the hotel porter is undoubtedly the oldest and best known figure. In the hotel level it was, in fact, always provided the particular shape of the Concierge, ie the professional acceptance, identified by a distinctive place on the jacket depicting two crossed golden keys, the official symbol of the hotel porters. The Concierge is the department of the hotel who plays one of the most delicate tasks of the entire hotel, having to offer guests excellent and characterized, basically, by discretion, availability, smile and kindness. The tasks of the Department Concierge concern, in particular, the registration of all persons housed in the structure and authority of the notification of the same PS, the management of the department Concierge (Check-in, registration clients, check-out), the management of the telephone, the use of computerized hotel management, management accounting, supervision morality and hotel security, the custody of the keys, the sorting of incoming and outgoing, the welcome service outside , service elevators, the interaction with all departments of a hotel. Other tasks depend, instead, on the special requirements of customers and, notably, the conveyance of private, small tasks of travel (booking and purchasing tickets), luggage service and their custody. The course for Goalkeeper of Hotel organized by ANPA - National Academy Professions Hotel with the support and collaboration of the Associations ADA Lazio, AICR, AIRA, FAIPA "Golden Keys" and SKAL International aims, therefore, to form a professional profile specialized and reliable, able to manage his or her staff, confident in every occasion, available and orderly, responsible and sensitive to the needs of guests, who may represent for hotel companies a strength to give customers a service quality, especially in sensitive situations that could lead to possible failures and complaints. The course will appeal to young and old, Italians and foreigners with or without experience, who wish to start this wonderful profession with competence, professionalism and seriousness.
Didactic Program
CONCIERGE BASIC LEVEL
DIDACTICAL SCHEDULE:
• The quality of service
Technical approach with the client, verbal and no-verbal.
• Technical reception
The phases of hospitality, welcome and farewell techniques, the reception on the phone: how to respond, and the most appropriate formulas to pronounce on the phone and those to be avoided, the hospitality professionals, the customer: who he is and what it is. Types of customer.
• Introduction to hotel management
The organizational models, the company organization chart, hotel departments.
• Technical management of the Front Office
Strategic differences between chain and independent hotels, the organization of the hotel, the room division, the professional front office reception, concierge, cash and exchange; communication management in the front office (external and internal), customer management at various stages (guest cycle): pre-arrival (booking), arrival (ceck in), living room (account management), departure (check out), guest relations and management of the complaint, issue of tax documents, sorting incoming mail, committees and commissions internal and external management of the complaint, the overbooking.
• The figure of the concierge
The duties of the department concierge and various roles, case management of the crisis, assist customers in emergencies (sudden illness, falls, drunkenness and quick temper), supervisory techniques on morality and safety of the hotel, luggage services and custody, services and duties of the clerk of the day and the night porter.
• The Software Micros Fidelio Opera PMS
Architecture software Micros Fidelio Opera to manage the front office: reservations, front desk, cashier, housekeeping, night audit, reports, system setup, back office.
• Professional Tourism English (technical glossary)
The module will address the typical conversation that in everyday keeps busy a receptionist and a porter of Hotel with its foreign clients, from the check-in phase (welcome reception hotel entrance; required documents; customer registration; description services and hotel rooms; indication of tariffs; miscellaneous information ...), in particular requests the host (change room; request for a particular type of service: dinner in the room, indicating restaurants, wake up service, excursions, information tourism ...), for any complaints, claims and incidents (disruptions in the room; room not clean, AC was not functioning; personal request to the plans; lift out of service ...), to the stages of Chek-out (sentences of farewell; thanksgiving pay the bill; forms of payment, request taxi, luggage service, etc ...). The language modules are designed in an extremely pragmatic in order to convey ideas, concepts and terminology specific to individual departments of a hotel.
• Prevention and Safety (teaching module optional - cost € 120,00 + VAT 22%)
Patronage & Partnership
With the patronage and the partnership of:
