Hotel Reception + "Senior customer relations" module

The aim of this course is to bring together the skills and knowledge needed to receive and welcome guests or groups:

Welcoming customers to the reception service (in French and English)

Advice given to customers for optimum organisation of their stay

Promotion, communication and sales of the establishment's services

Processing of booking requests for all hotel services (in French and English)

Management and implementation of guest arrival and departure operations

Closing of reception service activity

Transmission and updating of information relating to reception service activity

Senior customer relations

Knowledge of the hotel environment

Physical and telephone reception techniques by type of clientele

Hotel reception techniques

Administration and management of the workstation

Cashier operations and management

Tourist English applied to the hospitality and hotel sectors

Internal and external communication

Marketing techniques

Health and Safety

Use of PMS Asterio, reservation software used in hotel establishments

Senior Customer Relations module:

This module focuses on the CHARACTERISTICS AND NEEDS OF THE SENIOR POPULATION

Senior customer relations must take into account the expectations and needs of this target category in order to optimise their loyalty.

Good customer knowledge: Good customer knowledge is a way of convincing seniors that the establishment is well aware of their needs. Seniors do not have the same needs and even less the same requirements as younger people. It is therefore important to make them understand, through telephone contact, that the company is attentive and respects their needs.

Use of traditional communication channels: Although senior citizens are increasingly turning to digital technology, it is important to retain traditional communication channels for effective communication. Customer relations via mailings remain the most popular method for older people to launch new products and inform about promotional offers and events

Human contact: Seniors need a more personalised approach and active listening when they call. They take the time to take notes while listening to customer advisers. A senior customer service team must therefore be empathetic and patient, using less technical vocabulary, with clear elocution and precise explanations. The quality of the human contact is fundamental to a successful relationship.

• Certification of prior learning

Total maximum duration of 350 hours, of which 70 hours in a company and 280 hours at the training centre.
The duration of the course is indicative and will be determined according to your profile.

• All audiences

Anybody with a strong motivation
Ability and adaptability are expected for this job

.

12 people

Teaching method

• Fully classroom-based training

Teaching methods

• Group lessons

Equipment

• Equipped technical platforms

Monitoring and individualisation

Positioning upstream of training entry.

Interviews, remediation with the educational referent and/or company referent during training.

Taking account of beneficiary satisfaction during and at the end of training.

Possibility of post-training support.

For beneficiaries with disabilities: possible adaptation of training and certification methods, support by the TH referent.

In order to improve the quality of our service, you can send us your suggestions or complaints using the form available on our website.

Trainers experienced in individualising learning.

Assessors expert in observing and analysing results (mastery of skills).

Professional project

Total price including VAT: €3360.00
Hourly rate: €12.00 Hourly rate including VAT: €12.00
. This price is indicative and non-contractual. Depending on your status, this training course may be fully financed. Contact us.

Positioning test by appointment.

Interview by appointment.

Present yourself with the liaison form from the prescriber (Mission locale, Pôle emploi...).

Depending on the funding body, training is available between 15 and 45 days before the start of the course. Please contact us for further information.

After completing this training course, trainees will be able to:

- work in companies in the tourism or hotel sectors where the quality of the welcome given to senior citizens is highly sought after,

- continue their training courses towards a professional receptionist qualification. 

Access for people with disabilities

Accessible to people with disabilities
. The site has an entrance for people with disabilities or reduced mobility. An intercom is available to open this door.

Catering

The Lycée has a school canteen and cafeteria which are only open during school holidays. Private catering options are available nearby;

Transport

Cannes train station nearby, bus stop 2 minutes' walk away.

The school's strengths: