Time: 3 Hours; Marks: 60

Unit–1: Guest Cycle

  • Pre-arrival.
  • Arrival.
  • During Stay.
  • Departure.
  • Post-departure Activities.

Unit–2: Reception

  • Importance of Registration.
  • Receiving of Guest.
  • Pre-registration Activities.
  • Registration Activities.
  • Post-registration Activities.
  • Registration of a Foreigner Guest.
  • Room Selling Techniques.

Unit–3: Bell Desk

  • Functions.
  • Equipment and Aids used in Bell Desk.
  • Procedures of Bell Desk.

Unit–4: During the Stay Activities

  • Message Handling.
  • Mail Handling.
  • Key Handling.
  • Complaint Handling.

Unit–5: Telephone

  • Telephone Manners & Etiquettes.
  • Telephone Equipment.

Unit 6: Information and Concierge

  • Role and Importance.
  • Competencies required.

Unit–7: Glossary

Unit–8: Assignments