FRONT OFFICE TRAINING MODULES
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🧭 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:
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Front Office Sections:
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Reception / Registration Desk
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Concierge / Guest Relations
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Telephone or Communication Center
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Cashier / Night Auditor
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Bell Desk / Porter Service
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Business Center (if available)
Main Duties:
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Front Office Manager: Supervises operations, maintains service quality, handles VIPs.
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Receptionist: Handles check-in/out, guest inquiries, and daily reports.
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Reservation Agent: Manages room bookings and availability.
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Cashier: Handles guest billing, deposits, and payment collection.
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Concierge: Provides local information, transport, and special guest requests.
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Bellboy: Assists with luggage and escorts guests to rooms.
Objective:
To ensure teamwork, clear communication, and smooth coordination across all sub-sections.
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📅 2. Reservation Procedures
Purpose:
To manage room bookings efficiently and accurately while maximizing occupancy and revenue.
Key Procedures:
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Receiving Reservation Requests
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Through phone, email, website, travel agent, or walk-in.
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Recording Reservation Details
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Guest name, dates, room type, rate, contact, payment method.
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Confirming Reservations
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Send confirmation number and details to the guest.
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Updating Availability Chart / PMS System
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Handling Cancellations & Amendments
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Record and adjust inventory immediately.
Objective:
To provide accurate and timely reservation service that avoids overbooking or missed opportunities.
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🛎️ 3. Check-in & Check-out Process
Check-in Procedure:
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Greet the guest warmly.
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Confirm reservation or handle walk-in request.
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Verify identification and take payment guarantee.
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Assign room and issue key/card.
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Explain hotel facilities and policies.
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Notify bellboy to escort guest to room.
Check-out Procedure:
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Verify guest name and room number.
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Prepare and present the bill accurately.
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Settle payment and collect keys/cards.
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Ask for feedback or future booking.
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Thank guest sincerely and wish them well.
Objective:
To ensure smooth, accurate, and professional guest arrivals and departures.
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🤝 4. Guest Relations & Communication Skills
Purpose:
To create positive guest experiences through professional communication and service attitude.
Key Skills:
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Smile and make eye contact.
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Use polite, professional language.
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Listen carefully before responding.
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Be proactive in assisting guests.
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Maintain confidentiality and respect.
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Handle complaints calmly and positively.
Examples:
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Instead of saying “I don’t know,” say “Let me find out for you.”
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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.
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☎️ 5. Telephone Handling & Etiquette
Purpose:
To represent the hotel professionally during phone communications.
Telephone Etiquette:
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Answer within 3 rings.
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Greet with a smile in your voice.
Example: “Good morning, Gidey Hotel, Front Desk, Ataklti speaking. How may I assist you?”
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Speak clearly and slowly.
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Always confirm messages and repeat important information.
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Never leave a caller on hold too long without checking back.
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Record messages accurately and deliver promptly.
Objective:
To ensure efficient, polite, and professional phone communication that enhances guest satisfaction.
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💻 6. PMS / Computer System Operation
Purpose:
To manage guest and room information accurately through the hotel’s Property Management System (PMS).
Key Functions:
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Reservation entry and modification
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Room status updates (occupied, vacant, cleaning, out of order)
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Guest profile and billing management
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Check-in/check-out registration
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Night audit and reporting
Tips:
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Always double-check data entries.
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Update changes in real-time.
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Log out of the system when not in use.
Objective:
To maintain accurate records, reduce errors, and ensure smooth communication between departments.
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⚠️ 7. Handling Complaints and Emergency Situations
Guest Complaints:
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Listen carefully — don’t interrupt.
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Apologize sincerely — even if not your fault.
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Investigate quickly — find out what happened.
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Take action immediately — resolve or escalate.
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Follow up — ensure guest satisfaction.
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Record complaint — for management review.
Emergency Situations:
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Fire → Follow fire evacuation plan and guide guests.
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Medical Emergency → Call security or first aid immediately.
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Theft or Loss → Report to Duty Manager and document.
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Power Failure → Calm guests and inform estimated duration.
Objective:
To maintain guest safety and satisfaction under any situation with calm professionalism.
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🔄 8. Coordination with Other Departments
Purpose:
To ensure teamwork and effective communication for smooth hotel operations.
Coordination Examples:
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Housekeeping: Room status updates (clean, dirty, out of order).
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Engineering: Report maintenance issues immediately.
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F&B Department: Notify about in-room dining or VIP arrivals.
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Security: Report lost & found, suspicious activities, or emergencies.
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Sales/Marketing: Share guest feedback and preferences for promotions.
Objective:
To deliver seamless guest experiences through departmental cooperation and communication.
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