Description

This training will teach you to master the essential tools for managing an effective reception, both face-to-face and over the telephone. It will provide you with the know-how and interpersonal skills necessary to be able to act as a true professional in all the circumstances of this hospitality profession.

Who is this training for ?

For whom ?

Receptionist or hostess, switchboard operator taking up a shift or working and wishing to improve their organization and efficiency.

Prerequisites

No special knowledge.

Training objectives

Welcome, inform and direct customers and visitors face to face and on the telephone.

Manage telephone traffic while respecting company standards.

Deal with the most common reception situations.

Training program

• Hospitality, know-how
  • Understand and define welcome and its specificities.
  • Master an essential skill: questioning.
  • Practice active listening to overcome
  • Use reformulation to validate your understanding.
  • Practical work Training on the different techniques.
• Host/hostess: between know-how and interpersonal skills
  • Master verbal communication.
  • Strengthen your para-verbal communication: voice and its characteristics.
  • Use and understand non-verbal.
  • Manage your image and that of the company.
  • Practical work: identification of strong points and areas for improvement.
• The particularities of physical reception
  • Determine the steps for an effective physical welcome.
  • Give the best impression from the first seconds.
  • Convey the company image: the codes clothing.
  • Manage stress and your emotions: remain in control of the situation in all circumstances.
  • Practical work Scenarios and exercises for acquiring techniques.
• The particularities of telephone reception
  • Determine the steps for effective telephone reception.
  • Practice the techniques specific to call management: put on hold, transfer, direct.
  • Choose the vocabulary appropriate to different situations.
  • Use reformulation, essential for telephone reception.
  • Practical work Exercise: prioritization on a telephone reception case.
• Managing concurrent requests
  • Manage concurrent requests and interruptions.
  • Be quick and efficient to satisfy all your contacts.
  • Use prioritization rules and techniques.
  • Practical work Exercise: prioritization on a physical reception case.
• Know how to handle delicate situations
  • Take a step back and keep control of the situation.
  • Act wisely when dealing with unhappy customers.
  • Adapt to different contacts: from hierarchical levels high, important customers.
  • Practical work Scenario and individualized debriefing.