FRONT OFFICE TRAINING MODULES

🏨 FRONT OFFICE TRAINING MODULES

---

🧭 1. Front Office Organization & Duties

Purpose:

To understand how the Front Office is structured and what roles each position plays in guest service and hotel operations.

Key Topics:

• Front Office Sections:

  • Reception / Registration Desk

  • Concierge / Guest Relations

  • Telephone or Communication Center

  • Cashier / Night Auditor

  • Bell Desk / Porter Service

  • Business Center (if available)

Main Duties:

• Front Office Manager: Supervises operations, maintains service quality, handles VIPs.

• Receptionist: Handles check-in/out, guest inquiries, and daily reports.

• Reservation Agent: Manages room bookings and availability.

• Cashier: Handles guest billing, deposits, and payment collection.

• Concierge: Provides local information, transport, and special guest requests.

• Bellboy: Assists with luggage and escorts guests to rooms.

Objective:

To ensure teamwork, clear communication, and smooth coordination across all sub-sections.

---

📅 2. Reservation Procedures

Purpose:

To manage room bookings efficiently and accurately while maximizing occupancy and revenue.

Key Procedures:

1. Receiving Reservation Requests

   • Through phone, email, website, travel agent, or walk-in.

2. Recording Reservation Details

   • Guest name, dates, room type, rate, contact, payment method.

3. Confirming Reservations

   • Send confirmation number and details to the guest.

4. Updating Availability Chart / PMS System

5. Handling Cancellations & Amendments

   • Record and adjust inventory immediately.

Objective:

To provide accurate and timely reservation service that avoids overbooking or missed opportunities.

---

🛎️ 3. Check-in & Check-out Process

Check-in Procedure:

1. Greet the guest warmly.

2. Confirm reservation or handle walk-in request.

3. Verify identification and take payment guarantee.

4. Assign room and issue key/card.

5. Explain hotel facilities and policies.

6. Notify bellboy to escort guest to room.

Check-out Procedure:

1. Verify guest name and room number.

2. Prepare and present the bill accurately.

3. Settle payment and collect keys/cards.

4. Ask for feedback or future booking.

5. Thank guest sincerely and wish them well.

Objective:

To ensure smooth, accurate, and professional guest arrivals and departures.

---

🤝 4. Guest Relations & Communication Skills

Purpose:

To create positive guest experiences through professional communication and service attitude.

Key Skills:

• Smile and make eye contact.

• Use polite, professional language.

• Listen carefully before responding.

• Be proactive in assisting guests.

• Maintain confidentiality and respect.

• Handle complaints calmly and positively.

Examples:

• Instead of saying “I don’t know,” say “Let me find out for you.”

• Instead of saying “You have to wait,” say “May I ask you to wait a few moments, please?”

Objective:

To build strong guest relationships that encourage repeat business and positive reviews.

---

☎️ 5. Telephone Handling & Etiquette

Purpose:

To represent the hotel professionally during phone communications.

Telephone Etiquette:

• Answer within 3 rings.

• Greet with a smile in your voice.
  Example: “Good morning, Gidey Hotel, Front Desk, Ataklti speaking. How may I assist you?”

• Speak clearly and slowly.

• Always confirm messages and repeat important information.

• Never leave a caller on hold too long without checking back.

• Record messages accurately and deliver promptly.

Objective:

To ensure efficient, polite, and professional phone communication that enhances guest satisfaction.

---

💻 6. PMS / Computer System Operation

Purpose:

To manage guest and room information accurately through the hotel’s Property Management System (PMS).

Key Functions:

• Reservation entry and modification

• Room status updates (occupied, vacant, cleaning, out of order)

• Guest profile and billing management

• Check-in/check-out registration

• Night audit and reporting

Tips:

• Always double-check data entries.

• Update changes in real-time.

• Log out of the system when not in use.

Objective:

To maintain accurate records, reduce errors, and ensure smooth communication between departments.

---

⚠️ 7. Handling Complaints and Emergency Situations

Guest Complaints:

1. Listen carefully — don’t interrupt.

2. Apologize sincerely — even if not your fault.

3. Investigate quickly — find out what happened.

4. Take action immediately — resolve or escalate.

5. Follow up — ensure guest satisfaction.

6. Record complaint — for management review.

Emergency Situations:

• Fire → Follow fire evacuation plan and guide guests.

• Medical Emergency → Call security or first aid immediately.

• Theft or Loss → Report to Duty Manager and document.

• Power Failure → Calm guests and inform estimated duration.

Objective:

To maintain guest safety and satisfaction under any situation with calm professionalism.

---

🔄 8. Coordination with Other Departments

Purpose:

To ensure teamwork and effective communication for smooth hotel operations.

Coordination Examples:

• Housekeeping: Room status updates (clean, dirty, out of order).

• Engineering: Report maintenance issues immediately.

• F&B Department: Notify about in-room dining or VIP arrivals.

• Security: Report lost & found, suspicious activities, or emergencies.

• Sales/Marketing: Share guest feedback and preferences for promotions.

Objective:

To deliver seamless guest experiences through departmental cooperation and communication.