Objective: :

To let the students know the overall standard and the degree of customer’s satisfaction through knowledge and technique. Learning from cases can broaden the view of understanding how satisfaction of guests can be put up through team cooperation. And at last, students should be competent to take up jobs as Customer Relations Officer and eventually pass the MORS Exam.

Course Outline:

• Preparing for Work
• Setting Up
• Maintaining a Filing System
• Using Fax and E-Mail
• Product / Services Provided
• Selling Your Product
• Handling Payments
• Communication Skills
• Dealing with Business Correspondence
• Reports and Statistics
• Handling Emergency Situation
• Handling Meetings
• Receiving VIPS
• Site Inspection
• External Relations
• Protocol
• Closing Down
• VIPS’ Room Check
• Special Set Up for VIPS
• Guests History File
• Macao Tourist Information
• Giving Direction
• Incognito
• Special Attention Guests
• Walking a Guest