Course Objectives
By the end of this training, participants will be able to:
- Manage front desk operations efficiently
- Supervise and lead front office staff
- Handle guest check-in and check-out processes professionally
- Improve guest satisfaction and service quality
- Manage reservations and room allocation
- Resolve complaints effectively
- Apply basic revenue and occupancy management principles
Key Modules
1. Role of the Front Desk Manager
- Responsibilities and leadership expectations
- Front office structure
- Operational planning
2. Guest Service Excellence
- Communication skills
- Handling VIP guests
- Service recovery techniques
- Guest experience management
3. Reservations & Room Management
- Reservation systems
- Overbooking control
- Room allocation strategies
- Coordination with housekeeping
4. Team Supervision & Performance
- Staff scheduling
- Coaching and motivation
- Monitoring KPIs
- Shift management
5. Revenue & Operational Control
- Upselling techniques
- Occupancy management
- Basic reporting and documentation
 Conclusion
This 8-hour certification training equips front office professionals with the leadership, service, and operational skills required to successfully manage front desk departments and enhance overall hotel performance.
