Types of Wines

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Front Office Training – Introduction

🌟 1. Purpose of the Training

The purpose of this training is to provide Front Office employees with the essential knowledge, skills, and attitude required to deliver professional, efficient, and welcoming guest service.
The Front Office is the heart of the hotel — the first and last point of guest contact — and plays a key role in creating a lasting impression and ensuring guest satisfaction.

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💼 2. Role of the Front Office Department

The Front Office acts as the face and communication center of the hotel. It coordinates guest services, manages reservations, and ensures smooth check-in and check-out experiences.

Key Functions:

• Greeting and welcoming guests warmly

• Handling reservations and room assignments

• Managing guest registration and check-in/check-out

• Providing hotel information and concierge services

• Handling guest complaints and requests professionally

• Maintaining guest accounts and billing accuracy

• Coordinating with housekeeping, maintenance, and F&B departments

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🧭 3. Objectives of Front Office Training

By the end of this training, participants will be able to:

• Understand the structure and duties of the Front Office.

• Deliver exceptional guest service using hospitality standards.

• Handle guest inquiries, complaints, and requests effectively.

• Operate the hotel’s property management system (PMS).

• Communicate professionally and maintain a positive image.

• Demonstrate teamwork and coordination with other departments.

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🤝 4. Importance of the Front Office

The Front Office sets the tone for the entire guest experience. A guest’s first impression often determines their overall satisfaction. Professionalism, appearance, and communication are therefore essential qualities of every front office staff member.

Remember:

“The Front Office is not just a desk — it’s the hotel’s first handshake and final goodbye.”

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🧑‍💼 5. Qualities of Front Office Staff

• Excellent communication and listening skills

• Pleasant personality and positive attitude

• Groomed appearance and professional etiquette

• Problem-solving ability and attention to detail

• Teamwork and adaptability

• Honesty and confidentiality

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🕓 6. Training Coverage (Modules Overview)

1. Front Office Organization & Duties

2. Reservation Procedures

3. Check-in & Check-out Process

4. Guest Relations & Communication Skills

5. Telephone Handling & Etiquette

6. PMS/Computer System Operation

7. Handling Complaints and Emergency Situations

8. Coordination with Other Departments