Training on Front Office Operations & Guest Relations.

Module 1: Introduction to Front Office Operations

• Role of the front office in hospitality management
• Organizational structure of front office departments
• Key responsibilities and standard operating procedures
• Overview of guest service principles
• Case Study/Hands-On Exercise: Evaluate front office workflow in a sample hotel

Module 2: Reservation Management

• Types of reservations and booking channels
• Room allocation and booking procedures
• Handling cancellations, modifications, and overbooking
• Use of property management systems (PMS)
• Case Study/Hands-On Exercise: Simulate reservation scenarios using PMS software

Module 3: Check-In & Check-Out Procedures

• Guest registration and documentation requirements
• Billing, payment, and invoicing procedures
• Express check-in/check-out and VIP guest handling
• Managing group bookings efficiently
• Case Study/Hands-On Exercise: Role-play check-in and check-out with various guest types

Module 4: Guest Relations & Communication Skills

• Effective communication and active listening
• Handling complaints and conflict resolution
• Enhancing guest satisfaction through personalized service
• Telephone etiquette and digital communication
• Case Study/Hands-On Exercise: Role-play handling guest complaints and requests

Module 5: Front Office Operations & Reporting

• Daily front office reports and performance metrics
• Managing lost & found, messages, and guest requests
• Coordinating with housekeeping and other departments
• Security, confidentiality, and compliance in front office operations
• Case Study/Hands-On Exercise: Prepare a daily front office report and coordinate with housekeeping