Hotel Receptionist vocational qualification - Professional English

To bring together the skills and knowledge required to receive and welcome customers:
- welcoming customers to the reception service (in French and English)
- advising customers on how to organise their stay in the best possible way (in French and English)
- promoting, communicating and selling the establishment's services
- processing booking requests for all hotel services (in French and English)
- managing and implementing customer arrival and departure operations
- closing the reception service activity
- transmitting and updating information relating to the reception service activity

Integration period: Welcome, presentation and sharing of training objectives and the challenges of the job, getting to know the professional environment, raising awareness of sustainable development, adapting the training path (35 hours)

Receiving customers face-to-face or by any other means of remote communication in French and English: Identifying needs and meeting expectations, providing information on the services on offer and how the services work, checking customer satisfaction and reporting to line management, recording and dealing with complaints, mastering the establishment's safety rules and reception procedures.

Advising customers on organising their stay: responding to requests for practical and tourist information, updating their own knowledge of the range of tourist services on offer, based on an analysis of their needs advising and facilitating the organisation of their travel arrangements, requesting and booking a service from an external service provider

Proceeding with the arrival and departure of customers: checking the terms of the reservation and granting access to rooms and services, checking payment guarantees, initiating prepayments, using hotel reservation software to enter arrivals and departures, completing billing elements, updating the schedule to check and monitor the status of the offer.

Contribute to updating information relating to the activity of the reception service and close its activity: based on consumption and turnover statements per outlet and the till report, check customer accounts, update accounts receivable, close the till and the operating day, edit and communicate activity reports, draft emails and letters to initiate follow-up of commercial relations, carry out room occupancy status, monitor e-reputation, monitor the local competitive market and suggest adjustments (rates, packages), prospect remotely.

This course is divided into two skill blocks:

BC01 - Carry out operations relating to customer stays

Welcome and advise customers at the reception desk

Process reservation requests for hotel services

Proceed with arrival and departure operations

Closing daily and monthly activity

Contributing to the management of online distribution

Contributing to the monitoring of the hotel establishment's e-reputation

• Professional qualification from the Ministry of Labour Level 4

Find out more about this qualification (RNCP38870, exact wording of the diploma, name of the certifier, registration date of the qualification) by clicking here.

• All audiences

Be motivated by this job, have a good image of it, be aware of and accept the conditions under which it is carried out and the responsibilities involved: staggered working hours, pressure management, periods of overactivity, prolonged standing, etc.)

Have a fairly good level of written and spoken English, a good level of written and spoken French, have a perfect command of basic mathematical operations (arithmetic, proportionality, ratios, simple equations).
If possible, experience of working in a hotel or customer reception area

16 people

• Fully classroom-based training

• Group lessons

• Equipped technical platforms
• Room equipped with networked computer workstations
• Unmarked room with video projector

Positioning upstream of entry to the training course.

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

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

For beneficiaries with disabilities: possible adaptation of training and certification arrangements, support by the GRETA-CFA TH referent.

Education Nationale certified teachers, Bac +3 trainers with significant experience in adult education, professional lecturers.

Tests at the end of training (one-off assessment)

Course evaluations (ECF)

Interview with a professional jury

Possibility of validating one or more skill blocks

Positioning test and interview by appointment.

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

Integration into employment as a hotel receptionist

Access for people with disabilities

• Number of learners * : 131

• Satisfaction rate * : 92%
  
Exam pass rate * : 72%
Integration rate on completion of training * : 77%
Continuation rate * : 5%


• Break-up rate *: 42%
  
  
• Drop-out rate *: 9%

(Rate calculated on those leaving the course)

* Reference period 01/09/2022 to 30/07/2023, calculated on the number of responses obtained

• Openings :
  
  
• Receptionist in hotels
• Receptionist in residences
• Receptionist rotating
• Receptionist in open-air hotels
• Receptionist in holiday villages and hotel-club
• Night auditor
• Company concierge
• Reception clerk
• Reservation clerk

• Course continuation: /
  
  
Successful career path:
• After several years as a receptionist, Mr B became assistant manager of a hotel in Apt.

• Added value:
  

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