1. 30381 Sigalo Street
Daveyton Ext. 2
Benoni, 1520
South Africa
082 765 9238
samhospitality@yahoo.co.za
www.samhospitality.wozaonline.co.za
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

2. 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

3. 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:

4. 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 Africa’s Main Population Groups
 African Culture
 Western Culture
 Asian Culture
South Africa’s 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

5. 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

6.  Common Guest Complaints
 Methods to satisfy irate guests
 Guest Complaints Procedure
 Written complaints
 Documenting Complaints
 Complaint Follow Up Action
 Do’s and Don’ts 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