LAPT
London Academy of Professional Training
Workshop
N/A
Workshop
Hospitality Industry
Guest Greeting & Communication
REF: HS-FOO-W
Who Is It For
This certification is designed for front office staff, customer service representatives, and hospitality trainees who are new to the industry or looking to refine their interpersonal skills. It is ideal for individuals with limited experience who wish to enhance their ability to create positive guest experiences.
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Personalised Service Strategies
Understanding Personalised Service in Front Office Operations
Techniques for Effective Guest Communication
Implementing Personalised Service Strategies
2
Customer Interaction Scenarios
Understanding Customer Expectations and Effective Greeting Techniques
Techniques for Active Listening and Guest Feedback Interpretation
Managing Challenging Guest Interactions with Diplomacy
3
Managing Guest Enquiries
Understanding Guest Needs and Expectations
Effective Communication Skills for Front Office Staff
Handling Complex Guest Enquiries and Complaints
4
Guest Greeting Procedures
Understanding the Core Principles of Guest Greeting
Developing Key Communication Skills for Front Desk Staff
Mastering Advanced Greeting Scenarios and Problem-Solving
5
Verbal and Non-verbal Techniques
Understanding the Importance of Verbal and Non-verbal Communication in Front Office Settings
Developing Effective Verbal Communication Skills for Guest Engagement
Mastering Non-verbal Communication Techniques
6
Foundations of Communication in Hospitality
Understanding Basic Communication Theories in Hospitality
Developing Effective Verbal and Non-Verbal Communication Skills
Handling Guest Interactions and Feedback Professionally
Assessment Breakdown
70%
Theory
20%
Practical
10%
Project
Passing Mark: 300 / 500 (60%)
Methods: Written Examination, Practical Assignment, Portfolio Assessment
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM