Reception & Hospitality

 Section A: The Importance of Reception

1) What is the reception area? (2 marks)

2) How would you define a receptionist and hospitality? (4 marks)

3) Give three reasons why the receptionist area is vital. (3 marks)

4) What are the two main roles of a receptionist? (2 marks)

5) Explain each role listed in 4 above. (6 marks)

6) Define interpersonal relationships and goodwill. (4 marks)

7) Create a checklist of six tips for maintaining effective interpersonal relationships. (6 marks)

8) Create a checklist  of six tips for goodwill and image. (6 marks)

Section B: Duties, Responsibilities & Attributes of a Receptionist

            1) Receiving and screening visitors

            2) Coping with problems

            3) Introducing visitors

            4) Maintaining the reception register

            5) Operating a switchboard

            6) Receiving letters and parcels

            7) Managing and maintaining the reception area

            8) Receiving and filing business cards

Procedures and Screening

a) Define the terms procedures and screen. (4 marks)

b) List three types of visitors. (3 marks)

c) What are the procedures for screening the three types of visitors above? (8 marks)

d) What are the procedures for screening all visitors? (2 marks)

Duties and Responsibilities

a)  Distinguish between i) receiving and screening and ii) introducing visitors (4 marks)

b) Distinguish between i) receiving and filing business cards and ii) maintaining the reception register (4 marks)

c) Differentiate between i) managing and maintaining the reception area and ii) operating a switchboard (4 marks)

d) Differentiate between i) receiving letters and parcels and ii) coping with problems (4 marks)

Attributes of a Receptionist

Personal Appearance	·         Good grooming ·         Tidy freshly washed hair ·         Clean nails ·         Freshly laundered and pressed clothes ·         Appropriate shoes ·         Subtle jewellery ·         Make-up restrained
Good temperament	·         Positive attitude ·         Even tempered
Willingness to use initiative	·       Being positive ·  Seeing difficulties as challenges, not  problems ·       Helping someone, finding options · Suggesting an acceptable solution or   compromise to solve a problem
Tact	·  Do not make hurtful statements ·  Making positive and helpful remarks ·  Making people feel good about    themselves
Articulate	·       Speaking clearly ·  Use appropriate words to explain or describe a situation ·       People usually understand you easily ·   Have the skills, patience and ability to rephrase your statement to help them understand more easily

See Comments for Appointments and Reminder Systems

Travel Arrangements

                               

 Questions

1) What do you understand by the term travel arrangements? (2 marks)

2) List two benefits of making travel arrangements. (2 marks)

3)  List five facts you need to know before you make travel arrangements. (5 marks)

4) Why are e-tickets more advantageous than paper tickets? (2 marks)

5) List three essential information you should obtain when buying tickets. (3 marks)

6) Why is it important to compare prices online before you buy your ticket? (2 marks)

7) What do the following travel terms mean: a) economy b) premium c) business class d) first class. (8 marks)

 Questions

8) What is an itinerary? (2 marks)

9) List four things or specific information should be on any itinerary. (2 marks)

10) List two benefits of an itinerary. (2 marks)

11) Create an itinerary for the following scenario:

Richie DaCosta has a  9 a.m. appointment with the US Embassy in Bridgetown, Barbados on Friday December 10. His secretary booked a LIAT flight for him on Thursday December 9 when he will depart Piarco Airport in Trinidad at 7:30 a.m. The flight is L665923. DaCosta will arrive at the Grantley Adams Airport in Barbados by 9:30 a.m. Taxi driver, Carlos Anthony, from Elite Taxi Services will transport DaCosta from the airport to the Bay Gardens Hotel. The number for the taxi service is 1-846-779-2860.

After DaCosta is finished with the embassy, he has to attend a conference the following day. The conference begins at 9:30 a.m. and will end at 2 p.m. Taxi driver Carlos will be taking DaCosta to and from the conference, then back to the hotel. DaCosta will return to Trinidad  on flight L888855. The flight is scheduled to depart Barbados at 8:30 p.m. and should arrive in Trinidad by  10:30 p.m. John Siargo from Piarco Taxi Service will transport DaCosta to his home in Arima. The number for the Parco Taxi Service is 1-868-775-1956.  (10 marks)

Check email/WhatsApp for PowerPoint on Monetary Instruments.

See under comments for questions.

Human Resource Office

 What are Human Resources?

The human resources are the employees or workforce of an organisation. They perform mental and physical labour to help achieve organizational goals. They are also a vital factor of production.

What is Human Resource Management (HRM)?

HRM involves managing employees and all the activities that are used to attract and retain employees so that they can accomplish organisational goals. 

What is the Human Resource Office?

The human resource office is a department within an organisation that is responsible for attracting, retaining and managing employees, as well as looking out for the welfare of all employees.

6 HR Functions: Existing Staff

Induction

Staff Deployment

Appraisal

Training & Development

Staff Welfare

Disciplinary Procedures

Which function below is not listed above?

Training and Development

Training focuses on teaching specific job-related skills and behaviour of employees while development focuses on the personal and holistic growth of employees. 

Types of Training

Training courses occur inside (internal) and outside (external) the workplace.

1. In-house Courses: induction, workshops, seminars, on-the-job training.

Create a checklist for an induction program.

  

Why is it important to have cultural training workshops?

List 2 benefits of on-the-job training.

2. External Courses: may cover new software, first aid, telesales, customer service, teamwork, and professional business courses.

More info on Training

Disciplinary Procedures

Disciplinary procedures explain the action that the employer will take if employees break their contract of employment, fail to comply with organisational rules (health and safety) or do not fulfill their responsibilities.

1) Why is it important to have set procedures?

2) Why is it important to ensure all employees are familiar with the procedures?

3) When do you give a verbal warning?

4) When do you give a written or final warning?

5) When do you dismiss an employee?

6) What is gross dismissal?

7) Should employees who attend a disciplinary interview have the right to be accompanied by someone else and appeal the decision? Why?

8) Define: a) grievance  b) conflict   c) appeal  d) gross misconduct  d) grievance procedures