Skills Proficiency certificate in Reception

Reception is the make or brake of the customers experience at your resort or hotel (this apply to other industries as well.)  I've learnt how to file documents, answer phones (including using the switchboard phone), check in and check out customers, book activities and organise the keys for the customer.

I made photo copies for other staff members and I fax information.

When we book activities we write down the customers details and what time they will be attending the activity.

We record the bookings and the amount of money that the customer has paid on the computer using Plus Point.

We collect the float in the safe (before reception open) and after the cash up we place the money back in the safe.

 When we answer the switchboard phone we transfer calls to other departments. We also answer the phone and help the customer where we can (we do bookings over the phone as well.)

            

I place the keys in the envelopes and ensure that all the information about the resort and pamphlets are inside.

I answer the radio and if needed to tell the other departments about important information such as bookings i contact them over the radio.

I've learnt how to operate the credit card machine.

Doing key checks is important and to know what keys are in and what keys are out. This prevents theft and loss.

Here I file the documents of the customers personal information in the folder where they are currently staying on the resort or room. (It is placed in the In House drawer). When the guest checks out we place their documents in the archive drawer,this is to keep record of who has been on the resort.

Exceeding customers expectation is the most important goal in any business. In this photo i was busy checking in the guest.

Food and Beverage Skills Proficiency certificate

I've attended a three week course in Food and Beverage. I have learnt how to seat customers, how to serve them, how to take orders, work with the computers (using plus point to print out bills  and to send orders through to the kitchen), to be hygienically clean and to have a safe working environment.

This is a tot counter that is used to determine how much alcohol is left in the bottle. This procedure is part of stock take.

This is a stock list sheet. When we do stock take we check that the number of items correspond with the document (check that all the items are there).

Learnt how to use Plus Point on a computer. We select items that the customer has ordered and we also send orders through to the kitchen. 

I made filter coffee that the customer has ordered. All you do is put filter coffee in a filter paper place it in the machine and then add cold water in the coffee machine.

We layout,decorate tables and conference room.We ensure that everything is placed correctly,clean and that all items such as knife,forks,spoons etc are enough.

Before we open the doors we do mise en place. We prepare knives and forks in a serviette for the customers

We steam glasses and wipe them with a serviette .This remove water marks from the wine glasses therefore when customers use them or when we serve it to the customer it is clean and water mark free.

A checklist is there for the staff to see that everything have been done for example Have they cleaned everywhere, is there the right items in the fridge etc.

 We serve the guests food or drinks from the right hand side and remove the empty plates or glasses from the left hand side.

We present the bill in a bill folder with an evaluation form inside.