Course Objectives
By the end of this training, participants will be able to:
- Perform front desk duties confidently and professionally
- Handle guest check-in and check-out procedures
- Manage reservations accurately
- Communicate effectively with guests and team members
- Provide excellent customer service
- Handle guest inquiries and complaints appropriately
- Follow front office standards and procedures
Key Modules
1. Introduction to Front Desk Operations
- Role of the front desk representative
- Front office structure
- Professional appearance and behavior standards
2. Guest Service & Communication Skills
- Effective communication techniques
- Telephone etiquette
- Handling guest requests
- Building positive guest relationships
3. Reservation & Registration Procedures
- Reservation handling basics
- Check-in and check-out processes
- Documentation and record keeping
- Payment procedures and accuracy
4. Complaint Handling & Service Recovery
- Managing difficult situations
- Problem-solving techniques
- Maintaining professionalism under pressure
5. Operational Coordination
- Coordination with housekeeping and other departments
- Shift responsibilities
- Basic reporting procedures
Conclusion
This 8-hour certification training prepares front desk representatives with the professional skills, communication techniques, and operational knowledge required to deliver excellent guest service and contribute to smooth front office operations.
