Winning Reception - 29th & 30th of May 2018


Winning Reception - 29th & 30th of May 2018


Goal of this module:

Reception is the heart of the business, yet the training we give them is sometimes not enough to handle everything and be commercially aware to increase the revenue.

In this module, learn how to build a winning reception team and focus on the essential to ensure that the reception is functioning to the best of it’s ability..

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3 days from 9.00 to 17.00 with 1 hr lunch. Business-casual dress code.

This module is aimed at:

●      Future Managers who want to learn how to lead

●      Existing Owners and Managers who are keen to perfect their Leadership skills

●      Suitable for CIDESCO & VCTC Level 2 and 3 students who want a career in management


Leave with a complete strategy on how to lead a team to success:

●      Theoretical tools to understand how to attract and retain staff members

●      Learn how to use the practical tools to lead effectively and clearly

●      Learn the power of Time Management tools that give you extra time to expand your business and increase your income

●      This module has constant interaction through team and individual exercises

●      Leave with a plan of action that you can implement in your business straight away

Follow up and evaluation

The trainee will be supervised by the trainer during the exercises and workshops. Tools will be put in place to monitor the progress of the training as well as the achievement of its objectives:

✓     A Questionnaire of Satisfaction completed by the trainee at the end of the training

✓     Certificate of completion at the end of the training

✓     Call for follow-up of Training within 3 weeks to assess understanding and implementation

✓     Supporting material will allow the trainee to write the key points and follow the flow of this module

✓     Supporting documents will be sent via mail when the module is finished

Day 1:

Morning: What is a winning reception?

  1. Definition of the reception

  2. Perfecting communication

  3. The ins and out of reception procedures

  4. The SWOT analysis of your reception team

Afternoon: What is the customer wanting?

  1. Customer wants and needs at Reception

  2. Focus on the customer when everything goes wrong

  3. Diary management

  4. Create your own customer journey

Day 2:

Morning: Create the routine

  1. Focus on the basics

  2. Rota management for duties

  3. Retail customer journey

Afternoon: Dealing with difficulties

  1. Deal with difficult situations

  2. Manage bad reviews

  3. Log Complaint book

  4. What procedures do I have?

Day 3:

Morning: Website & Phone calls

  1. How to get the most out of your website

  2. Phone calls

  3. Upselling & Cross-Selling

  4. Retail sales

Afternoon: Welcoming & Goodbye

  1. Your signature welcoming & goodbye

  2. The long term effect

  3. The cherry on top and how to give excellent customer service


TC: non refundable – Can be exchanged with other Delforge + Co Modules within 6 months

“Tell me and I forget, teach me and I learn, involve me and I remember” - Benjamin Franklin