After a well deserved weekend we reported back to work with a bit more experience then the previous week.
Tuesday 19/07/2011 to Friday 29/07/2011.
Module 1: Security at work.
In the mornings we must go fetch an x-amount of floats and the ATM to work with during the day. The floats are for us in the tills and the ATM is a box with money to give to the people that withdraw money. The floats are sealed when taken out of the outside safe and the ATM has a key. When it is the end of the day we must seal the floats again after filling it with the standard R400 and put them away safely in the safe with the ATM. Every till has its own key and the keys to the safe has its own place in the key cupboard in Elsie's office. This is a daily procedure to keep money safe and provide access to the safe for people who need to use it. Paper is also stored in the outside safe. This is so paper can not be used and abused as pleased but signed out and used properly. When taking paper a receptionist must go with you, unlock the safe and write down how much you take as well as the department you are from. This is a good control method and surveys can be done on the amount of paper each department needs per month.
Module 2: Customer care.
In reception the phones never stop ringing and that's why we had to learn how to answer the phones asap. During the day we all answer the phones and put the caller through to the person they would like to speak to. Otherwise we answer their question as well as possible. We still don't know every answer so if we get stuck we ask and then give the guest the information.When guests check out they give s their filled in evaluation form. This is a form given to the m on arrival so we can better our services and get their feedback on it. The procedure following the receiving of forms is to work through it, put it in order according to the unit numbers and to type in the guest info with their feedback. this list is then saved on the computer. We then take the forms and call the guests back, this is called a guest follow up. On calling them we have a short questionnaire we do with them. We also ask for reasons on their negative feedback on the evaluation. This information is then added to the list on the computer and printed. These comments will then be discussed by management in a meeting. This process is done to better our service and to cut out problems that have been happening. I did follow up calls and got a very difficult guest. I handled it well but i could have handled it better. Guests tend to try and shoot the messenger but as staff we need to keep our cool and react sympathetically towards the guest. When guest come to us to ask about the activities and come and book we must be friendly and know our services. We tend to ask the price or times when we are supposed to know these things.
Module 3: Personal presentation.
When working in reception you work with all guests the whole day. This means you must be approachable and hygienic. Your personal presentation means everything in this department because you are the first impression and the last. You need to make it a good visit so they can tell all their friends about the lovely stay they had at Sondela. Word of mouth is a very important factor for business and determined by customer care.
Module 6: General reception procedures.
We don't have check in's every day but on Friday;'s and Mondays the room tends to get a bit small. These are our welcoming days and so we have a lot of people arriving for the weekend or week. The check in procedure is one of much importance because there are a few steps to it and if one is missed or forgotten there are going to be a few problems. The check in is the first impression to the guest and so it has to be a memorable one. When you have received the registration card from the guest you must update the information on the system. With booking activities you need to remember to give the correct information and let them sign an indemnity form. We also print and fold the entertainment pamphlets for guests that want to know what they can do and when. We also prepare the arrival pamphlets and paperwork a day before the arrival so the check in goes smoothly and faster.
Module 7: General front office procedures.
When a guest is not a shareholder or owner they must pay a fee of R120 for conservation upkeep. This must be taken from the guest on arrival and they need to give a R200 key and breakage deposit. If they have not settled their vacation money they must pay the outstanding amount by you. All this money must be kept record of and kept in your till. There are two general ways of settling an outstanding amount of money. One is cash which will be put in the till and rung up on the system with the information needed. The other is with a credit card which will be swiped in the speed point and the signed slip will be marked with the reservation number and put away in the till after ringing it up on the system.
I have definitely learned a lot in the past two weeks and I have gained a lot of self confidence to do the job. We work very well in a team and I am going to be sad to let the two girls go. From next week I must help learn three guys how to work in reception... Wish me luck!
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