TECHNOLOGY AND LIVELIHOOD EDUCATION 9
Lesson 2.2 Monitor Entry to Club
Objectives:
At the end of the lesson, you are expected to:
1. check membership badges/cards upon entry
2. assist guest to sign
3. check members and guests to comply with dress and age regulations
4. refer disputes over entry to club to the security, supervisor or other relevant person
Guests membership to the hotel services and associations is a good promotional strategy to the hospitality
industries because as clients continuously patronize their services, it would also mean assurance of profit and stability
of business linkages.
Here are some of the ways on how to satisfactorily offer and monitor club reception services in the hotel:
1. Provide advice and information on club services and facilities to customers and club members as required.
2. Explain club membership and club rules clearly, correctly and politely to the public and to members.
3. Clearly explain membership application forms to applicants and assist them to complete forms if required.
4. Issue correct membership badges or cards
5. Check membership records to verify membership.
6. Use club reception technology to assist with the provision of services to members.
7. Check membership badges or cards upon entry to the club.
8. Assist guests to sign in according to government and organization requirements.
9. Check that members and guests comply with dress and age regulations, according to organization policy.
10. In a polite manner, inform members and guests who do not comply with dress regulations that entry is not
permitted.
11. Refer disputes over club entry to security, supervisor or other relevant person according to organization policy.
The required skills and knowledge that a front desk officer should possess in order to facilitate these
responsibilities are:
1. High-level communication and customer service skills
2. Literacy skills to read documents such as club membership cards, membership database records, ID cards, proof of
age cards and driver's licenses
3. Writing skills to assist customers to complete membership application forms, temporary and guest membership
forms and to issue membership badges
4. Numeracy skills to calculate and explain membership costs.
Activity:
Get a partner and discuss how will you handle each of these scenarios
Scenario 1: A guest arrives at the club without their membership badge. How would you handle this
situation?
Scenario 2: A member and a guest are arguing about the guest's attire not complying with the dress
regulations. How would you handle this dispute?
Scenario 3: A potential member is confused about the membership application form and requires assistance.
How would you assist them?
Scenario 4: A member is upset about being denied entry due to not complying with the dress regulations.
How would you handle their dissatisfaction?
