30381 Sigalo Street Daveyton Ext. 2 Benoni, 1520 South Africa 082 765 9238 samhospitality@yahoo.co.za www.samhospitality.wozaonline.co.

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Front line Short Programmes for Hotels, Lodges, Boutique Hotels, etc We are pleased to present our Front line training programmes as follows: MAINTAIN A BOOKING SYSTEM - 2-DAY PROGRAMME - R1 500 This 2 - Day training programme consists of: Customer Service Efficiency Accurate Information Customer Expectations Range of Customers

Services and Facilities Promotion of Services and Facilities Range of Services and Facilities Alternative Facilities

Booking Processes Range of Bookings Confirmation of Bookings Range of Records Informing Other Departments

Amendments and Challenges Range of Booking Amendments Range of System Failure

DEALING WITH THE ARRIVAL OF CUSTOMERS - 2 DAY PROGRAMME - R1 500 This programme consists of the following: Preparation for Guest Arrival Customer Needs Preparation of Guest Documentation Special Requests / Requirements Interdepartmental Communication

Check-In Processes Registration Customer Arrival Promoting Product Services Customers without advance reservations Special circumstances Importance of Accuracy Methods of Payment Completion of Registration Process

Unexpected situations Unexpected situations regarding customers Unexpected situations regarding systems

ARRIVAL AND DEPARTURE OF GUESTS - 3 DAY PROGRAMME - R2 250 This 3 - day programme consists of the following: Preparation and Schedules Prepare for Guest Arrivals/ Departures Daily Schedule

Greet Guests Effective Communication Body Language Welcoming Guests Departure Procedures

Parking and Luggage Parking Lifting Luggage Transporting Luggage

Facilities and Services Facilities Mobility Difficulties Additional Services

Complaints and Incidents Range of Incidents Customer Complaints

CUSTOMER INFORMATION AND SERVICES - 2 DAY PROGRAMME - R1 500 This 2-day programme consists of the following: Customer Care Effective Customer Care Efficient Work Practices

Customer Information Accurate Information General Knowledge Customer Needs Sources of Information Maintaining Information Displays Handling Information Requests Range of Information

External Services Contacting Service Providers Booking External Services Transport Services Restaurant Reservations Delivering Items

Unexpected Situations Range of Unexpected Situations

CULTURAL AWARENESS IN DEALING WITH CUSTOMERS AND COLLEAGUES 2 DAY PROGRAMME - R1 500 This programme consists of the following:

Effective Cultural Communication Foreign Cultures Verbal & Non-Verbal Communication with Tourists Interaction with Tourists Using Appropriate Communication Anticipating Customer Needs and Dealing with Them Cultural Groups Local Cultures Non Verbal and Verbal Elements

The Culture and Customs of South Africas Main Population Groups African Culture Western Culture Asian Culture

South Africas Main International Tourist Groups Consequences of Cultural Diversity Preventing Cultural Misunderstandings Resolving Cultural Problems Cultural Differences Learning to Value Cultural Differences

VERBAL COMMUNICATIONS - 1 DAY PROGRAMME - R750 This 1 Day Programme consists of: Effective Verbal Communication Effective Communication Types of Verbal Communication Communication Context Improving Communication

Communication Barriers Communication Barriers Cultural Differences Stereotypes Educational Differences Voice and Articulation

Situations and Challenges Range of Situations

HANDLE MAIL AND WRITTEN COMMUNICATION - 1 DAY PROGRAMME - R750 This 1 day programme consists of: Handling Mail and Messages Handling Written Communication Handling Written Communication Delivering Items to a Guest Room Prevention of Unauthorised Access

Efficiency Organisational Requirements

Situations and Challenges Uncollected Items Reporting Suspicious Items

PROVIDE A CUSTOMER SERVICE - 3 DAY PROGRAMME - R2 250 Importance of the Customer Customer as a source of revenue The Impact on the Organisation Customer satisfaction and company profitability Annoying Habits Anticipating Guest Needs Maintaining good customer care Confidentiality of Company and Guest Information Personal Presentation Personal development

Customer Service Greeting of guests Promoting facilities and services Guest Expectations Guest reaction to poor customer service Guidelines for superior guest care Customer care in other fields and industry Improving customer care Effective Communication Range of Guests

Customer Complaints Advantages of Complaints/Customer feedback Methods of dealing with customer related issues Range of customer complaints

Common Guest Complaints Methods to satisfy irate guests Guest Complaints Procedure Written complaints Documenting Complaints Complaint Follow Up Action Dos and Donts of customer complaints Complaints practices Requirements for Superior Guest Care

Referral of Customers/Customer Complaints Dealing directly with guests Referring Guests Complaints occurring outside work area or authority