1. Customer information
2. Taking reservations
3. Dealing with booking inquir
4. Welcoming guest
5. Dealing with check in probl
6. Explaining how things works
7. Complaints & apologies
8. Mistakes and problems
9. Giving advice and assistanc
10. Telephone communication pr
11. Conference and meeting enq
12. Handling payments
13. Cocktail Essentials