Front Office Management
Overview: This course focuses on the essential aspects of front office operations, which play a crucial role in the overall guest experience. From reservations and guest reception to billing and guest services, this course provides a comprehensive understanding of the front office function.
Module 1: Introduction to Front Office Operations
Understand the significance of the front office in hospitality, its organizational structure, and the key functions it performs. Explore the equipment and software used in front office operations.
- 1.1 Role of the Front Office in Hospitality
- 1.2 Front Office Organization and Hierarchy
- 1.3 Key Functions of the Front Office
- 1.4 Front Office Equipment and Software
Module 2: Reservation Management
Learn the art of managing reservations effectively, including understanding different types of reservations, utilizing reservation channels and systems, and handling special requests and VIP bookings.
- 2.1 Types of Reservations
- 2.2 Reservation Channels and Systems
- 2.3 Handling Special Requests and VIP Bookings
Module 3: Guest Reception and Registration
Master the procedures involved in welcoming guests, checking them in and out, managing guest profiles, and allocating rooms.
- 3.1 Check-in Procedures and Documentation
- 3.2 Handling Guest Arrivals and Departures
- 3.3 Managing Guest Profiles and Preferences
- 3.4 Room Allocation and Upgrade Policies
Module 4: Billing and Cashiering
Gain expertise in handling billing and cash transactions, managing guest folios and invoices, and handling foreign exchange.
- 4.1 Types of Billing
- 4.2 Cashiering Procedures
- 4.3 Managing Guest Folios and Invoices
- 4.4 Handling Foreign Exchange
Module 5: Guest Services and Concierge
Discover the role of concierge services in enhancing guest experiences, providing information and assistance, arranging transportation and tours, and handling guest complaints.
- 5.1 Role of Concierge in Guest Satisfaction
- 5.2 Providing Information and Assistance to Guests
- 5.3 Arranging Transportation, Tours, and Special Services
- 5.4 Handling Guest Complaints and Feedback
Module 6: Communication and Coordination in Front Office
Learn the importance of effective communication and coordination within the front office and with other hotel departments. Explore techniques for handling guest requests, managing feedback, and preparing for and handling emergencies.
- 6.1 Interdepartmental Communication and Coordination
- 6.2 Handling Guest Requests and Special Needs
- 6.3 Managing Guest Feedback and Reviews
- 6.4 Crisis Management and Emergency Procedures