Front Office Course
Details
Outline
Our Front Office Course is designed by industry experts and you will learn the following:
- Introduction to the Front Office Department
- The job description of a Front Office / Guest Service Agent
- Working in 3, 4 and 5 Star Resorts, Hotels and Lodges around the World
- Providing exceptional customer service in the Front Office
Course Structure
Introduction to Hotel Front Office
- Personality of a Front Office personnel
- Grooming and personal presentation of Front Office personnel
- The job description of a Front Desk / Guest Service Agent
- Departments of the Hotel Front Office department
- Etiquette and manners of Front Office staff
- Front Office stationery
- Introduction to 3, 4 and 5 Star Resorts, Hotels and Lodges
Duties and Responsibilities of Hotel Front Office Personnel
- Preparation for beginning of shift in the Front Office
- Reception, Lobby and Lounge cleanliness
- Room status reports
- Cash deposits
- Room allocation and assigning rooms
- Front Office procedures – Check-in, Check-out, Currency exchange, cashier procedures
- Verifying guest registration
- Preparing welcome letters
- Liaising with other departments e.g. Housekeeping, F&B, etc
- Cash float
- Reports – arrivals, departures, VIP guests
- Checking rooms
- Handling reservations
- Checking accommodation availability and assigning rooms to guests
- Collecting detailed information while guest registration
- Creating a guests' accounts
- Different room types in Hotels
- Front Desk standard checklist
- Procedure for handling a sick guest
- Generating reports at Front Office
- Handling bomb threat and other emergencies in Hotels
- Handling guest complaints in the Front Office
- Settling guests' payments at the time of check-out
- Telephone skills
- Standard telephone greetings used in hotels
- Calculating room count in hotels
- How to handle guests waiting for a room
- Handling cancellations
- Handling VIP and VVIP arrivals in hotels
- How to handle walk in guests
- Key terms and jargons used in hotel Front Office
- Room status terminology
- Safety deposit box procedure
- Room move procedure
- On queue procedure
- Settlement of guest account
- Understanding the guest and exceeding expectations
- Preparing welcome kit for arrivals
- Releasing tentative and non-guaranteed bookings
- Handling group bookings - pre-arrivals
- Handling group check-ins
- Verbal communication
- Deal effectively with difficult customers and turn complaints into opportunities
- Adopt the skills and techniques that routinely deliver positive customer experiences
- Up-selling tips in the Front Office
- Tips on delivering 5 Star service
Which jobs can I find after completing this course?
After this course, you can find jobs in Resorts, Hotels, Lodges and Guest House in the following departments:
- Front Desk Clerk / Receptionist
-
Guest Service Agent
-
Guest Service Executive
- Concierge
- Reservations Clerk
- Front Office Manager
Who should enroll the Front Office Course
Basically, our Front Office course is suitable for any individual who is passionate about the Hospitality industry and is looking to work in the Front Office department in Resorts, Hotels and Lodges
Speaker/s
Sam Hospitrain (Pty) LTD t/a Sam Hospitality Consulting & Training is a fully registered, 100% Female Black Owned company with BBBEE Level 1 scoring. We are a well-established hospitality consulting company providing a wide range of packages to hospitality establishments. We have accumulated many years’ experience having had worked with amazing hospitality establishments throughout South Africa and neighbouring countries, from big resorts and hotels to small boutique hotels, guest houses and villas. We run onsite short training programs which enable hospitality establishments and employees to build a strong foundation in the hospitality sector, updating their skills with modern day technology, terminology and increasing their expertise within the hospitality world.
Operating since 2011 in South Africa, Sam Hospitality Consulting & Training is dedicated to providing personal, professional and quality service to the hospitality sector. Be it a 3 or 5 Star Hotel, Resort, Lodge, Conference Venue, Luxury Villa, Boutique Hotel, Guest House or Restaurant, we promise to deliver the best service.
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