5 -24 April 2011- Reception

My first week was very stressful,I had to understand most of the things in the first week to get things going.It's important to do things correctly because if you don't customers will complain!It's important to be able to work under pressure,it also helps you to get things done much faster and sometimes it's the only way to learn.

I think reception is one of the most challenging jobs in hospitality.You have to work with perfection and as fast as possible.

I can finally say that I understand customer service and everything that goes hand in hand with it.

In the first week Sumaya taught me how to talk to guests on the phone the correct way,and that it's important to satisfy guests no matter what and that's what makes it difficult sometimes but at the end everything is successful.We did a role play on how to check in a guest.When checking in a guest you need:

• Green slip which the guest receives at the main gate.
• The guest needs to pay a conservation fee of a R100.00 which is non-refundable.

• Then the guest also needs to give you another R100.00 Key & Breakage deposit which we preferably want from a credit card in authorization.This is for when guests used the wine,wood etc. and if a guest broke something in the chalet,that item will be taken off the R100.00 deposit.

• If the guest pays the fee with cash,write out a receipt and staple it together with the R100.00,after that it's important to make sure it goes into the "Petty cash". 

Check in time is at 15h00.

• Greet the guest
• Ask for green slip and check the surname for the guest to confirm
• Let the guest fill in a Registration form and explain it to them,it's important for the guest to sign!!!!!! =)
• Then you click on the booking (Reservations)and check all the details.
• Then you ask for the Conservation and Key & breakage money and explain it to them.
• Then you get the guests Envelope which consists of a Evaluation form,Key and Breakage,Inventory,Map,a Breakfast voucher and the Key.Moselesele will need an extra Game drive voucher.Before giving them the envelope it's important to explain the map to the guest.

Activities...

• Game drives - Adult R55,Children R25
• Game drive with attitude - Adult R100,Children R80.
• Marula entertainment,walks - Adult R10,Children R5.
• Bicycle Game drive - R30 (we provide),R20 (if have own bicycle).
• Bush Expedition - Adult R65,Children R35.
• Horses - 1 Hour R100,30 min R50,Pony ride R15.
• Wild Life Center - Inside guests: Tue,Wen,Thu 09h00 and 15h00. Adult R75,Children R45.Outside guests - Adult R95,Children R55,The only visit is at 09h00!
• Adventure center - Quads: Double R280 (only children under the age of 10 qualify for the second person), Single R220 (Adult/Children above the age of 16 years).
• Archery: 30 min. R80 per person.
• Pellets: For 25 shots. R70 per person.
• Meat lovers: Friday Adult R95,Children R45.
• Monday Buffet:19h00, Adult R45,Children R25