DAY 2 – FRONT OFFICE PROCEDURES AND CUSTOMER SERVICE

On the second day, the focus was placed on the procedures carried out in the Front Office department. The observation of check-in and check-out processes allowed understanding how reservations are managed and how customer data is registered using hotel management software.

The importance of communication skills in customer service was highlighted, especially in an international context where guests come from different cultural backgrounds. Different techniques used to solve customer requests and manage incidents were explained.

Natalia  detailed explanations about the coordination between reception and other departments, emphasising the importance of teamwork in maintaining service quality standards.

This experience made it possible to observe real operational processes related to  customer service procedures.

Eurostars Grand Central

It was a pleasure to meet Susanne, the hotel manager and talk about customer service and the importance of languages in the hotel industry.

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