When preparing the welcoming envelopes be sure that there is an inventory of the specific chalet (paper that says what can be found inside the chalet), a R200 key and breakage paper that explains to the guest the reason for paying that deposit and a evaluation form for the guest to full in after staying at Sondela. There should also be a pamphlet advertising the beauty salon in the envelope as well as a breakfast voucher.
Had a guest that fulled in his evaluation form and at the bottom of the evaluation form he actually wrote a small comment about me that stated... "I would like to compliment Tarine (student) at reception for her caring concern and effort to assist us with a wildlife center booking. Her insight to guest's needs is exceptional. Thank you!"
That experience was 1 of the best and i would like to try and make someone's day the way that that gentleman who stayed at Acacia 202, made mine and apparently the way i made his as well. Will never forget that... Will never forget him.... That is what i would like to accomplish when working with any guest and/or even any staff member.
Friday, July 29, 2011
Tuesday, July 26, 2011
My second week at reception....... How may I help you??????
20/07/2011 - 26/07/2011
Did recon of the conservation fee slips. Answered a lot of telephone calls.
Did welcoming guides, that is when you prepare the envelopes or booklets for arriving guests, writing the initials and surname on the booklet, the chalet or stand number where they will be staying. We also highlighted the road maps on the back of the welcoming envelopes so that the guests know where to go to find their chalet or stand.
Radio all the activities for the day, to the staff working at the different departments so they would be updated and would be ready and prepared and know how many people to expect on their game drive/ quad bike ride etc and also to get the equipment being used for the different activities ready.
Did checkout and check ins and did cash ups.
The check out procedure: guest comes in....
Did recon of the conservation fee slips. Answered a lot of telephone calls.
Did welcoming guides, that is when you prepare the envelopes or booklets for arriving guests, writing the initials and surname on the booklet, the chalet or stand number where they will be staying. We also highlighted the road maps on the back of the welcoming envelopes so that the guests know where to go to find their chalet or stand.
Radio all the activities for the day, to the staff working at the different departments so they would be updated and would be ready and prepared and know how many people to expect on their game drive/ quad bike ride etc and also to get the equipment being used for the different activities ready.
Did checkout and check ins and did cash ups.
The check out procedure: guest comes in....
- You stand up and greet the guest with a smile
- Ask for a slip which they received from the cleaning service (SSB)
- Get the registration card from the in house cabinet and check in what way the key and breakage deposit was paid.
- Go on unires and look for the guest on the system, check with the guest and get his/her surname.
- If something in the chalet was broken or used, type it in at the misc charge block on unires and remove the amount from the key and breakage total. If nothing was used or broken, reassure the guest that his/her money will be given back within 7 working days (if key and breakage was paid with a credit card) otherwise the cash must be given back immediately!
- Make sure that the guest does not walk away with the key of the chalet in which they stayed.
- Wish them well and tell them that you would like to see them again.
My first week at reception....... How may I help you??????
13/07/2011 - 19/07/2011
Got the numbers most often used when phoning someone or sending someone else through to another person. Most often used number is 8900, for reservations....off course!
We also learned a lot about answering phones and what you can and can not say over the phone. What you can say when answering the phone..... Good morning/afternoon, this is (name) speaking from Sondela nature reserve, how may i help you?... Please and thank also attracts a lot of positive energy.
We observed a few checkouts and learned about the check in procedures.
Check in procedures: guest comes in...
Did a bit of filing and got POE'S in order. We also updated the guest information using the registration cards the guests fulled in at the check in.
We also filed the registration cards at the in house cabinet and the old in house documents we put into the archives cabinet.
Got the numbers most often used when phoning someone or sending someone else through to another person. Most often used number is 8900, for reservations....off course!
We also learned a lot about answering phones and what you can and can not say over the phone. What you can say when answering the phone..... Good morning/afternoon, this is (name) speaking from Sondela nature reserve, how may i help you?... Please and thank also attracts a lot of positive energy.
We observed a few checkouts and learned about the check in procedures.
Check in procedures: guest comes in...
- Stand up and greet him/her with a smile
- Ask for a confirmation and green slip
- Check the guest on the unires system
- Click on the unit number and confirm
- Get the registration card from the crocodile file
- Check guest in on the unires system
- Ask a conservation fee of R120
- Ask a key and breakage deposit of R200
- Before handing keys over ask surname and check unires again
- Check if correct key and explain the usage of the key.
Did a bit of filing and got POE'S in order. We also updated the guest information using the registration cards the guests fulled in at the check in.
We also filed the registration cards at the in house cabinet and the old in house documents we put into the archives cabinet.
My fourth week at the Wildlife centre
05/07/2011 - 08/07/2011
Did the normal food preparation, feeding and cleaning of cages and we got most of our paper work up to date as well as our POE's. also prepared the milk bottles for the giraffes, the blesbokkies and the nyalas.
We also wrote our evalunet tests and did assessments the last week. We also took a lot of photos for our files and for our slide show.
Did the normal food preparation, feeding and cleaning of cages and we got most of our paper work up to date as well as our POE's. also prepared the milk bottles for the giraffes, the blesbokkies and the nyalas.
We also wrote our evalunet tests and did assessments the last week. We also took a lot of photos for our files and for our slide show.
My third week at the Wildlife centre
29/06/2011 - 04/07/2011
I was also given the task the raise a baby nyala myself. I named him Duke and he was brought into the wildlife centre because his mother did not want him and they found him in the bush.
We also had to get Matilda the one giraffe into the cable camp without getting hurt. We had to use boskos to get her there, Heidi told us that this is one of the most dangerous jobs to do at the centre because Matilda tends to run over people.
We also leaned about the cleaning of enclosures. Always keep the door closed and do not turn your back on the animals. you should take a rake , the wheelbarrow and a shovel. The "poop" should be picked up and the area should be raked.
I was also given the task the raise a baby nyala myself. I named him Duke and he was brought into the wildlife centre because his mother did not want him and they found him in the bush.
We also had to get Matilda the one giraffe into the cable camp without getting hurt. We had to use boskos to get her there, Heidi told us that this is one of the most dangerous jobs to do at the centre because Matilda tends to run over people.
We also leaned about the cleaning of enclosures. Always keep the door closed and do not turn your back on the animals. you should take a rake , the wheelbarrow and a shovel. The "poop" should be picked up and the area should be raked.
My second week at the Wildlife centre
21/06/2011 - 28/06/2011
Can do food preparation on our own now, heped Gunther a bit with the preparation of the fruits. prepared food for the bush baby, the monkeys, the rabbits, the squirrel and the hedgehog.
The monkeys can eat any fruits or vegetables, the rabbits only eat carrots and apples, the bush baby get worms and yogurt and the squirrel can eat seeds and yogurt.
In this week we also did stock take, we were divided into groups and every group had to go and take stock at different places. Sanna and I went up to the village and did stock taking there, we counted all the cutlery in the kitchen and all the linen in the rooms.
We also had to build new cages for the monkeys, we paved the floors so they and the animals living there after them wont be able to get out from underneath. We also had to get branches and anything natural to make the cages more "homy" for the animals and it is also a way of reducing stress.
Lindi also showed me how to empty the milton buckets, clean it and refill it there after.
We also made boskos packets for the shop.
Can do food preparation on our own now, heped Gunther a bit with the preparation of the fruits. prepared food for the bush baby, the monkeys, the rabbits, the squirrel and the hedgehog.
The monkeys can eat any fruits or vegetables, the rabbits only eat carrots and apples, the bush baby get worms and yogurt and the squirrel can eat seeds and yogurt.
In this week we also did stock take, we were divided into groups and every group had to go and take stock at different places. Sanna and I went up to the village and did stock taking there, we counted all the cutlery in the kitchen and all the linen in the rooms.
We also had to build new cages for the monkeys, we paved the floors so they and the animals living there after them wont be able to get out from underneath. We also had to get branches and anything natural to make the cages more "homy" for the animals and it is also a way of reducing stress.
Lindi also showed me how to empty the milton buckets, clean it and refill it there after.
We also made boskos packets for the shop.
My first week at the Wildlife centre
10/06/2011 - 16/06/2011
On the first day and also the first week at the Wildlife centre we observed how food preparation was being done, that includes hygiene while working with food, what animals can and can not eat, how much they eat and a what times the different animals eat. They showed us the different food preparing tables and what cutting boards to use on them, for instance the table on the right hanh side is used for cutting meat and chicken and the table on the left is used for the preparing of the milk bottles and also the preparing af the fruit and veggies.
We also was told that our hands should be clean at all times when working with the food and that tables should be cleaned before and after the preparing of food or milk bottles. Equipment used for preparing food should also be cleaned before and after preparing food. Tables are cleaned with different cloths and the tables should be sprayed with savlon after cleaning it with warm water.
We also observed how animals are being fed, learned that you can never turn your back on any animal even if it is tame. Animals should be kept apart when being fed otherwise they can hurt you and each other. enclosure doors should always be kept closed whether a person is inside or out to ensure that the animal does not escape.
We also had a lecture on animal behavior,Lauren told us more about animals react towards people and strangers and when to approach and not to approach them, when they are stalking you and when they are playful. learned that animals do always give warning signs for instance when they feel uncomfortable.
We also observed wild nyalas being loaded and transported to another game farm because the male nyalas were becoming to many and started to fight rather than mating and looking after the females and juveniles.
On the first day and also the first week at the Wildlife centre we observed how food preparation was being done, that includes hygiene while working with food, what animals can and can not eat, how much they eat and a what times the different animals eat. They showed us the different food preparing tables and what cutting boards to use on them, for instance the table on the right hanh side is used for cutting meat and chicken and the table on the left is used for the preparing of the milk bottles and also the preparing af the fruit and veggies.
We also was told that our hands should be clean at all times when working with the food and that tables should be cleaned before and after the preparing of food or milk bottles. Equipment used for preparing food should also be cleaned before and after preparing food. Tables are cleaned with different cloths and the tables should be sprayed with savlon after cleaning it with warm water.
We also observed how animals are being fed, learned that you can never turn your back on any animal even if it is tame. Animals should be kept apart when being fed otherwise they can hurt you and each other. enclosure doors should always be kept closed whether a person is inside or out to ensure that the animal does not escape.
We also had a lecture on animal behavior,Lauren told us more about animals react towards people and strangers and when to approach and not to approach them, when they are stalking you and when they are playful. learned that animals do always give warning signs for instance when they feel uncomfortable.
We also observed wild nyalas being loaded and transported to another game farm because the male nyalas were becoming to many and started to fight rather than mating and looking after the females and juveniles.
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