I am almost at the end of my journey as receptionist and I can see the light at the end of the tunnel. It really has been one of my favorite courses this year because of the information, the practical part and the wonderful people I have worked with. I have learn't so much in terms of customer care, how to stay calm and be patient when things are not as they should be. I should actually thank them for holding it up with my mistakes and 1001 questions!
Module 1: Security practices.
The outside safe is the only one I have worked with and so I have only fetched the ATM and floats in the mornings and in the evenings I have gone and put it away. The other reason I would unlock the safe is to distribute paper to our printer or to another department. Every single sheet of paper needs to be written up by means of amount, date, department and signature. This ensures that the amount of paper used is limited in terms of who has access to the safe and it ensures that we can follow up on who uses how much paper. The keys to this safe is kept safely in the supervisors office. I also drop the cash up block in the other outside safe, this safe does not have an available key because it carries the companies money. The debiter comes once a week to count and check the balance
Module 2: Customer care.
Before the guest arrives there are a few things that need to be done. This includes the printing of the registration card before hand as it then makes the check in time much shorter. The keys to the guests rooms need to be prepared and we need to make sure that the unit is ready for the next arrival. When the guest arrives we let them fill in the registration card whilst we check them in on the system. We retrieve the key and settle any outstanding amounts of money. They pay a deposit and we then give over the key whilst explaining how to get to the unit. We also inform the guest on the different activities we provide for their entertainment and give them the emergency number for any inquiries. We book their activities for them and they do the payment with us. We need to ring this up on the system and make sure that it is paid.
Module 3: Personal presentation.
This is one of the most important aspects of the job because we work with guests everyday. We need to be presentable and hygienic at all times so we contribute positively to the companies over all image. Men facial hair needs to be shaven and clean, woman's hair needs to be tidy and clean. Clothing needs to be clean and ironed so you look neat and part of the union that makes up the company. Make-up can be worn but not too much and jewelry must be simple and little amount only finishing off the look.
Module 4: Safe practices
We get to deal with safes everyday when we fetch the floats and the ATM in the mornings and we put them away safely every night in the outside safe. We also drop the cash up every afternoon, to be sure the money is safe we send two people to go drop so you have a witness when you drop the money in the safe.
Module 6: General reception procedures
Updating of registration cards on the system is part of the routine on an arrival day, mostly Fridays and Mondays. We check the details on the system and update or change guest details according to the completed registration card. We also book activities such as horse riding, quad bikes, wildlife center tours and much more everyday.
Module 8: Advance reservations
The first day was like recapping the other time I have already spent there. It was good to see that I remembered most that they have already taught me but now I could discuss it in detail. They taught me what detail is needed from the guest when speaking to them on the phone or via e-mail. I did a few practice runs with details Daleen wrote down for me and I only forgot one small detail here and there. I made the booking, filled in all the necessary details and made the confirmation letter via e-mail. I did not do a real phone call but guests did come to the office personally to make a booking and I was the lucky one nominated to make the reservation for them! It went very well and Daleen was happy with my progress. I was there over spring day and so we also had a bit of fun by wearing one funny shoe!
The files used to file important checklists.
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