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NAME OF THE COURSE-Guest Relations Manager

CURRICULUM/SYLLABUS

This program is aimed at training candidates for the job of a “Guest Relations Manager”, in the “Tourism

and Hospitality” Sector/Industry and aims at building the following key competencies amongst the learner

1. Personal grooming/ hygiene 5. Customer service skills

2. Appropriate etiquette and conduct 6. Effective communication-verbal/non-verbal

3. Maintain IPR 7. Handling guest’s complaints / queries

4. Work hazards and safety 8. Working knowledge of English/ State language

This course encompasses 12 out of 12 National Occupational Standards (NOS) of “Guest Relations Manager”

Qualification Pack issued by “Tourism & Hospitality Skill Council”.

S. No. Topic / Module Theory

duration (in hours)

Practical duration (in hours)

Key Learning Outcomes Corresponding

NOS code

1 Activity upon

arrival of guest

15 25 Identify guests with reservation

Understand various category of

guests like VIP etc. and prepare

accordingly

Inform airport representative,

travel desk and concierge about

required services

Greet the guests upon arrival as

per SOP

Understand guests comfort,

requirements and expectations

Communicate effectively and

professionally

Understand guest room

preference and block room

accordingly

Inform for special arrangements

Inform guests about loyalty

programs and if they are already

THC/N0113

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members, ensuring their stay is

recorded and points credited

Inform guests about the facilities

available in the Hotel

2 Activity at the

time of guest

check-out

10 10 Identify the check-out time

Ensure luggage transfer through

bell boy

Provide assistance on billing,

payment etc.

Receive guest feedback

Seek information about future

visits

THC/N0113

3 Achieving guest

satisfaction

through

satisfactorily

meeting guest

requirements

15 25 Ask for guest requirements

during check-in

Co-ordinate with various

departments to get those

requirements fulfilled or arrange

for materials/ consumables

Inform travel desk on guest

requirements related to them

Ensure that guests are always

attended to

Answer guest queries about

Hotel/Local information

Revert to guest request as per

SOP for turn-around-time

Ensure guest satisfaction at all

times

THC/N0107

4 Delivering

message /

materials to guest

5 15 Deliver messages timely to the

guest

Inform guest about visitors, if any

Arrange and deliver front office

consumables

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5 Listening to

guest’s concerns

5 15 Interact with the guest and listen

to the complaint patiently

Identify temporary solution, if

any and inform guest

Arrange for alternatives

THC/N0114

6 Achieving guest

satisfaction by

resolving guest’s

issues

5 15 Identify the problem

Understand if the problem is

caused due to staff negligence

Identify the right person to

rectify the problem and the time

needed to rectify it

Ensure customer is informed

about steps being taken

Escalate issues if required

Ensure the customer is

comfortable with the resolution

and services in general

Identify any additional issues and

offer discounts, if required

THC/N0114

7 Proving

appropriate

feedback to

relevant

department

5 15 Inform the person / department

which caused the problem about

the issue and the fix

Maintain a record of such

incidents

Ensure the concerned person /

department has taken directives

to prevent such occurrences in

future

THC/N0114

8 Training Front

Office employees

5 15 Assist duty manager in

recruitment

Identify training requirements

Guide and train employees on

Front Office Functions

THC/N0115

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Ensure that proposed training is

beneficial and employees are

well-trained

9 Identifying latest

trends in Front

Office department

5 15 Identify global developments and

latest best practices and

processes globally

Check the feasibility of process

changes

Inform duty manager of any such

changes and its benefits

THC/N0115

10 Monitoring and

Supervising Front

Office employees

5 15 Identify the functions of all roles

Maintain positive relations and

two-way communication with

employees

Maintain track record of activities

performed and inform duty

manager accordingly

THC/N0115

11 Interacting with

superiors and

colleagues

5 10 Receive job order and

instructions from reporting

superior

Escalate unresolved problems or

complaints to relevant superior

Understand work output

requirements, targets,

performance indicators and

incentives

Deliver quality work and report

anticipated delays with reason

Communicate maintenance and

repair schedule to superior

Receive feedback on work

standards

Document the completed work

Show trust, support and respect

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to all colleagues and assist them

with information and knowledge

Try to achieve smooth overflow

Identify the potential and existing

conflicts with colleagues and

resolve them

Seek assistance from colleagues

when required

Pass on essential information to

colleagues in a timely manner

Behave responsibly and use

polite language with colleagues

Interact with colleagues from

different functions to understand

their nature of work

To understand teamwork, multi

tasking, co-operation, co-

ordination and collaboration

Lookout for any errors and help

colleagues to rectify them

12 Communicating

with customers

5 10 Identify customer needs by

asking questions

Have good knowledge on product

and services and brief the

customer clearly on them in a

polite and professional manner

Build friendly but impersonal

relationship with the customers

Use appropriate language and

tone and listen actively

Show sensitivity to gender/

cultural and social differences

Understand customer

expectations and provide

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appropriate product/services

Understand customer

dissatisfaction and address their

complaints

Maintain proper body language

and dress code

Communicate clearly and

effectively with the guest

Inform the customers on any

issues and developments

involving them

Respond back to the customer

immediately

Upselling/promoting suitable

products and services

Seek feedback from customers

Explain terms and conditions

clearly

13 Service quality

requirements

4 6 Understand target customers,

their profiles and needs

Build good rapport with the

customer

Understand the market trends

and customer expectations by

discussing the same with

frequent customers

Seek feedback and rating from

customer

Use customer oriented behaviour

to gain loyalty and satisfaction

Be friendly but not familiar with

guest

THC/N9902

14 Achieving

customer

4 6 Ensure fair and honest THC/N9902

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satisfaction

through

customer-centric

service

treatments to customers

Enhance company’s brand value

Read customer expectations and

ensure they are met

Readily accept and implement

new ideas to improve customer

satisfaction

Communicate customer feedback

to superior

Offer promotions to improve

product satisfaction

Consult with senior on

unscheduled customer requests

15 Etiquettes 4 6 Greet, welcome and address the

customer appropriately

Maintain pitch and tone of voice

while speaking to customers

Maintain high standards of

practice and transparency in

pricing

Answer the telephone

Communicate appropriately with

the customer

Dress professionally

Maintain personal integrity and

ethical behaviour

Maintain personal grooming and

positive body language

Demonstrate responsible and

disciplined behaviour

Escalate grievances to

appropriate authority

THC/N9903

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16 Achieving

customer

satisfaction by

being professional

5 5 Use appropriate titles and terms

of respect

Handle customer grievances

professionally

Offer friendly, courteous and

hospitable service to the

customers

Provide assistance with sincere

attitude

Achieve 100% customer

satisfaction

Understand customer loyalty and

brand value

THC/N9903

17 Services and

facilities specific

to age / gender /

special needs

4 6 Ensure that the customer feels

safe

Understand procedures to be

followed during terrorist attacks

Know the facilities and services

specific to gender and age

Co-ordinate with team to meet

these needs

Educate customers about

entertainment programs for

children, basic safeguard

procedures for senior citizens

Arrange for transport and

equipment as required by senior

citizens

Understand availability of

medical facilities/doctor

THC/N9904

18 How to behave

with women at

workplace?

4 6 Understand women rights and

company’s polices regarding

them

Know special facilities available

for women colleagues and

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customers

Inform about methods to ensure

safety and security of women

Provide comfortable and safe

environment for female

customers

Maintain compliant behaviour

etiquette while dealing with

women

Treat women equally and avoid

discrimination

Ensure safety and security of

female colleagues and customers

at all levels

19 IPR and Copyright 5 15 Make sure new initiatives of

Hotel are not leaked out

Report IPR violations

Read copyright clause

Protect infringement upon

customer’s interests

Know which aspect of customer

information can be used

Report any infringement

THC/N9905

20 Cleanliness 2 3 Keep the workplace clean

Identify waste and ensure its

disposal

Ensure waste bins are cleared

everyday

Point out requirements for pest

control

Ensure work place has fresh air

supply and sufficient lighting

Ensure maintenance check of air

THC/N9906

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conditioners and other

mechanical equipment in the

department

Know safe and clean handling of

linen, laundry and work area

Ensure adequate supply of

cleaning consumables

21 Hygiene 2 3 Hand wash procedure

Understand personal hygiene

Understand dental hygiene

Understand cross contamination

and how to prevent it

Report on personal health issues

Ensure procedures such as

covering the mouth and turning

away from people while coughing

and sneezing

Maintain availability of clean

drinking water

Get appropriate vaccinations

regularly

Undergo preventive health check

up and treat all illnesses

promptly

THC/N9906

22 Work Hazards 3 7 Understand various hazards in

work areas and how to eliminate

or minimize them

Analyze the causes of accident at

workplace and suggest measures

to prevent them

Take preventive measures and

suggest methods to improve

existing safety procedures

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23 Safety standards

and procedures

3 7 Know correct emergency

procedures

Know the locations of fire

extinguishers, fire emergency etc

Stack items in an organized way

to avoid accidents

Handle materials, tools,

chemicals etc safely

Ensure safe techniques while

moving furnitures and fixtures

Understand guidelines to use

electrical equipment

Ensure floors are not slippery

Practice ergonomic lifting,

bending or moving equipment

Understand first aid

Know the use of personal

protective equipment and safety

gear

Knowledge of safety signs

Document first aid treatments

and safety procedures

Report to supervisor if any

hazard is identified adhere to

safety standards

THC/N9907

24 Basic knowledge

of a Foreign /

State language

15 45 Know the typical Foreign/State

language queries

Learn keywords

Practise short oral conversations

in the language

Listen to recorded sentences as

spoken typically to understand

diction

THC/N9909

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Speak without hesitation in

complete sentences

Learn basic range of vocabulary

and expression

Improve language proficiency to

“working knowledge” level

TOTAL 140 300

Total Programme Duration: 140 Theory Hours + 300 Practical Training Hours = 440 Total Hours. Recommended OJT Hours: 30 days