Hotel receptionists are highly regarded, as their position is essential to an establishment’s success; after all, they’re the face of the company. This position is also one with growth potential and an excellent position to start your hotel career.
The Certificate of Hotel Reception and Administration is a comprehensive online professional development course that will prepare you for reception roles in commercial accommodation establishments.
In this online hotel reception course, you will learn how to provide arrival and departure services to guests and how to receive and process reservations. You will learn how to provide general visitor information on facilities and products and services available in the local area. You will also discover the communication and client relationship skills required to deliver excellent customer service and exceed customer expectations.
On completion of this course, you will feel confident to work in hotels, motels, resorts and other accommodation providers in reception and administrative roles.
Course Structure
Unit 1 – Accommodation reception services
- Welcome and register guests
- Prepare for guest arrival
- Prepare reception area
- Review arrivals
- Allocate rooms
- Organisational policies
- Special situations / requests
- Housekeeping
- Opportunities to upsell
- Registration procedures
- Accounting procedures
- Room access
- Mail and messages
- Departure lists
- Generate guest accounts
- Process payments
- Luggage
- Transport
- Forward reservations
- Express / group checkout
- Records and reports
- Timelines
- Room changes
- Extensions
- Late checkout
- Early departures
Unit 2 – Provide visitor information
- Information sources
- Local facilities
- Sharing knowledge
- Providing information
- Communication
- Physical contact
- Body language
- Building relationships
- Seek feedback
Unit 3 – Process reservations
- Reservation requests
- Determining availability
- Offering alternatives
- Waitlisting options
- Answering enquiries
- Recording customer details
- Enhance customer service
- Enhance operational efficiency
- Special requests
- Filing reservations
- Preparing and issuing documents
- Updating reservations
- Retrieving reservation data
- Updating financial status
- Accepting and processing amendments/cancellations
- Communication skills
- Reservation statistics/reporting
Unit 4 – Enhance customer service experiences
- Customer preferences
- Needs and expectations
- Professional service standards
- Attitudes and attributes
- Identifying customer needs
- Quality service experiences
- Anticipating customer needs
- Personalised service
- Cross-selling and upselling
- Special requests
- Service delivery
- Communication skills
- Responding to difficult situations
- Problem solving
- Proactive customer service
- Feedback and improvements
- Resolving customer complaints
- Questioning techniques
- Assessing impact of complaints
- Resolving complaints
- Consultation with customers
- Preventing escalation of complaints
- Conflict resolution strategies
- Turning complaints into opportunities
- Reviewing and evaluating complaints
- Developing customer relationships
- Promoting repeat business
- Promotional services
- Customer profiles
- Tailored products and services
- Awareness of special needs
- Cultural awareness
Study Hours
Estimated duration 60 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
Overall it was straight forward
J. Tsompakos, Port Melbourne VIC | Certificate Of Hotel Reception And Administration
Very straight forward and learned more in taking this course
M. Maiga, Craigieburn, VIC | Certificate of Hotel Reception and Administration
I was so happy to complete this course with Australian Online Courses because it’s easy to access to the course and also easy to understand! And the support is always efficient.
A. Reda, Ascot Vale, VIC | Certificate of Hotel Reception and Administration
It was great to be able to study at my own pace.
Natalie | NSW | Certificate of Hotel Reception and Administration
About Us
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Enrol Now
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
- Hotel Receptionist
- Resort Receptionist
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