Course curriculum

  • 1

    Welcome to the Course

    • How to Get Around in the Course

    • Before You Begin...

    • Staying Focused While Doing Online Studies

    • Course Plan & Deadlines

    • Training Manual
  • 2

    Module 1: Effective Communication in the Workplace

    • Recorded Lecture: Principles of Communication

    • Recorded Lecture- Cultural Diversity

    • Learner Guide - Communicate Appropriately with Clients & Colleagues

    • Additional Reading: Principles of Communication EXT

    • NOTES: PBX- Telephone System

    • Test Your Learning: diversity
  • 3

    Module 2: Customer Service Management

    • Recorded Lecture- Overview of Customer Service

    • Recorded Lecture 1- Telephone Customer Service

    • Recorded Lecture 2- Dealing with Difficult Customers

    • Recorded Lecture 3- Managing Customer Complaints

    • Handout

    • More Learning Resources (Learner Guides)

    • Graded Assignment: Telephone Customer Service

  • 4

    Module 3: Reception & Hospitality

    • Recorded Lecture: Knowledge of the Hospitality Industry

    • Learner Guide- Knowledge of the Hospitality Industry

    • Recorded Lecture: Present & Source Information

    • Recorded Lecture- The Operation of the Front Desk

    • Assignment - The Hospitality Industry

    • Assignment- Role Play
  • 5

    Module 4: Managing Reservations

    • Learner Guide- Coordinate Reservations & Booking Services

    • Learner Guide - Monitor & Control Reservations

    • Learner Guide- Prepare & Check Out Guests

  • 6

    Module 5: Financial Procedures

    • Learner Guide: Process Cash & Non-cash Transactions
  • 7

    Module 6: Promote Products & Services to Customers

    • Handout

    • Quiz: Let's Put it to Practice Promotion

  • 8

    7. Data Entry & Retrieval Procedures

    • Handout: Classroom Lecture

    • Quiz: Let's Test Your Learning

    • Further Reading: Learner Guide

    • Assignment: Let's Put it to Practice (Microsoft Excel)

    • Assignment: Let's Get Practical (Microsoft Powerpoint)

    • Microsoft Word Assignment
  • 9

    8. Basic First Aid

    • Provide first aid
  • 10

    9. Receive and Store Stock

    • Handout