Front Office - Guest Relation Arabic Speaker

• Perkenalan dengan manajemen dan orientasi hotel • Grooming & personal hygiene • Heartist Service Culture & standar pelayanan Novotel

• Active Listening & Understanding Guest Needs • Body Language & Non-verbal Communication • Introduction to Check-in Procedure

• Introduction to ALL Accor Live Limitless Recognition • Introduction to Check-out Procedure • Basic Payment Handling Awareness

• Understanding Guest Personality & Expectations • Arabic Guest Service Etiquette & Communication Style • Handling Guest Dissatisfaction & Complaint Awareness

• Review of Check-in, Check-out & Guest Communication SOP • Guest Satisfaction Awareness (Online Review, RPS, Guest Feedback)

• Final Arabic Hospitality Communication Assessment • Final Guest Service Agent Competency Assessment • Individual Feedback & Development Discussion dengan Mentor dan Head of Department

• Front Office Department Orientation & Team Structure • Heartist Service Culture & Novotel Brand Standards • Understanding Hotel Product Knowledge (Room Types, Facilities, F&B Outlet, Meeting Facilities) • Understanding Guest Journey: Pre-arrival, Arrival, During Stay & Departure • Introduction to Front Office SOP & Service Standards • Arabic Hospitality Culture Guest Expectations

• Active Listening & Understanding Guest Needs • Effective Greeting & First Impression • Asking Questions to Identify Guest Preferences • Professional Communication with Arabic Guests • Explaining Hotel Facilities & Services to Guests • Handling Basic Guest Requests • Telephone & Digital Communication Etiquette • Check-in Role Play (Greeting, Verification, Room Explanation) • Assisting Guest Arrival Process Under Senior Supervision

• Complete Check-in Procedure According to SOP • Welcoming Guests & Creating Personalized Arrival Experience • Reservation Verification & Guest Information Confirmation • Understanding Room Preferences & Special Requests • Explaining Hotel Facilities, Breakfast Information & Benefits • Introduction to ALL Accor Live Limitless Recognition • Guest Profile Recognition & Preference Recording • Check-out Process: Reviewing Charges, Guest Confirmation & Feedback Collection • Basic Payment Handling Awareness • Handling Simple Guest Questions During Departure

• Creating Meaningful Guest Conversations • Building Relationship with Returning Guests • Arabic Guest Service Etiquette & Communication Style • Personalized Recommendation Based on Guest Needs • Empathy, Apology & Positive Language Techniques • Managing Service Recovery Under Supervisor Guidance • Escalation Process to Duty Manager / Front Office Manager • Complaint Role Play Scenarios (Room, Facility, Service Issues)

• Managing Guest Arrival and Departure with Minimal Supervision • Handling VIP, ALL Member & Returning Guest Recognition • Understanding Guest Preferences and Creating Guest Notes • Following Up Guest Requests Until Completion • Coordinating with Housekeeping, Engineering & Other Departments • Handling Busy Arrival & Departure Periods • Managing Guest Expectations During Operational Challenges • Basic Complaint Handling with Senior Monitoring

• Performing Complete Guest Journey Management (Arrival, Stay & Departure) • Independent Check-in & Check-out Operation Under Mentor Observation • Delivering Personalized Service Based on Guest Preferences • Building Guest Relationship Through Meaningful Engagement • Handling Guest Requests Independently • Handling Routine Complaints with Proper Escalation Process • Service Recovery Simulation with Senior/Duty Manager Evaluation • Cross Department Coordination & Follow-up • Menyelesaikan hand over list dan melaksanakan serah terima dengan trainee selanjutnya

• Grooming, Professional Image & Hospitality Attitude • Lobby Familiarization & Guest Observation • Basic Opera PMS Navigation (Guest Profile, Reservation View, Room Information) • Basic Hospitality English & Arabic Greetings • Shadowing Guest Service Agent During Operation