60+ Years Combined Hospitality Experience Call/ WhatsApp: +27 82 765 9238 Email: training@hospitalitycourses.co.za
Our front office management course is designed to help existing and aspiring front office managers improve efficiency. After taking this course, you will lead, manage, control, and develop high-performance teams.
Our Front Office Management Training is offered on-site to Hotel Groups, Resorts, and Independent Establishments in South Africa, Lesotho, Botswana, Mozambique, Zambia, Namibia, Tanzania, Mauritius, Zanzibar, Kenya, Ghana, Nigeria, Morocco, Dubai, Qatar, and many other countries.
Upon completion of the Front Office Management Course, you will be able to:
Manage Front office operations during the four stages of the guest cycle.
Manage front office equipment and stationery
Manage time
Monitor front office and staff appearance
Monitor the operation of systems
Keep staff informed
Monitor front office staff performance
Deal with formal service quality systems
Deal with informal service quality systems
Handle quality problems
Do forecasts and objectives
Communicate changes effectively
Maximize efficiency with communication
Control systems in the front office
Deal with front office staffing problems
Deal with front office equipment problems
Conduct front office staff training and orientation
Manage the reservations process and tools managers use to track and control reservations
Manage the registration process and creative registration options
Deal with typical service requests that guests make at the front desk
Deal with important issues in developing and managing a security program
Create and maintain front office accounts
Manage functions and procedures related to the check-out and account settlement
Manage cleaning responsibilities of the front office department
Conduct the front office audit process
Deal with ratios and formulas used to forecast room availability
Conduct revenue management including capacity management, discount allocation, and duration control
Effectively hire and orient front office staff
In this certificate course, you will learn how to increase hotel front office efficiency, improve guest satisfaction, help grow sales and build high performance front office teams.
This is a complete professional course to train your team, as well as for individuals who work or plan to work at the front office as a manager in the hospitality industry. It is suitable for all hotels, resorts, lodges and all other hospitality establishments. This course can be delievered in 3-5 days.
The front office management duties include the following:
Managing and training the concierge, night auditors and team of receptionist.
Ensuring that the front desk provides professional and friendly service to guests at all times.
Monitoring the front office personnel appearance.
Dealing with guests, including handling complaints and special requests.
Scheduling front office staff roster.
Troubleshooting emergencies.
Liaising with other departments, including housekeeping, food & beverage, etc
Personally welcoming VIPs and VVIPs and ensuring that highest service standards are maintained.
In some hotels, the front office manager also handles sales and marketing.
In this course, we cover the following modules:
Manage the front office operations
Building high performance team
Front office procedures
Planning and conducting successful meetings
Reservations
Front office audit and financial procedures
Hotel marketing
Cultural awareness when dealing with guests and staff
Verbal communication
Maintain effective working relationships with other staff members
Maintain a secure work environment
Monitor customer satisfaction
Co-ordinate the greeting and assisting of guests
Maintain the portering/ concierge service
Managing front office resources
Managing equipment and stationery
Managing time and monitoring appearance
Managing operation of systems
Keeping staff informed
Monitoring performance of staff
Formal service quality systems
Informal service quality systems
Handling quality problems
Forecasts and objectives
Maximizing efficiency
Control systems
Staffing problems
Equipment problems
Creating and maintaining a diversified team
Inspiring others to share the leader’s/ organizational vision
Facilitating open and clear communication among co-workers
Empowering incumbents to take action
Providing inspiration to others
Achieving a stretch goal
Bringing out the best in your employees
Dealing with underperforming employees
Dealing with outstanding employees
Hiring the right people
Responding to a crisis
Continuous improvement
Authoritarian (autocratic)
Participative, consultative, democratic
Delegative(free reign)
Situational leadership model
The managerial grid: blake and mouton
Directive and supportive behaviours
Development levels
Telling/ directing
Selling/ coaching
Participating/ supporting
Delegating
Influencing strategies
Training people how to think
Defining trust
Blind spots
Communicating with intention
Preparation
Mechanics
Producing the win/win attitude
Elements of management
Guidelines to ensuring successful planning and implementation
The process of organizing
Organizational theories
Tools of control
The top ten qualities of am excellent manager
Do your homework
Don’t rush to judgment
Studying behavior
Changing things up
Maintaining a consistent evaluation process
How to prepare for meetings
Tips on running weekly team meetings
Preparing documents needed for the meeting
Picking the right place and time for the meeting
Arranging meeting venue
Giving enough warning for the meeting
Checking matters arising from previous meetings
Setting time limits for the meeting
Logistics –planning and organizing your meeting or training
Standard items of the agenda
Date and time of the meeting
Venue, attendance, adoption of agenda
Minutes from last meeting
Matters arising
Reports from sub-commitees
Conducting meetings
Mirroring techniques
Using the power of silence to win people over
Positive body movements
Exploiting unique behavioural patterns to read people’s minds
Performance cycle
Organizational performance standards
Level of performance
Techniques of giving feedback –content, manner, timing, frequency
Performance management and principle
Organizational performance standards
Level of performance
Techniques of giving feedback –content, manner, timing, frequency
Performance management and principle
Guidelines for disciplining
Distinguishing between discipline and punishment
Performance –Ability x Motivation
Enhancing ability
Improving motivation
Creating a performance improvement plan
Giving effective feedback
Feelings, values, needs
Maslow’s need hierarchy theory
Herzberg’s motivational maintenance theory
Why do people work?
Selecting the best
Creating a vision and aligning it to people
Determining which rewards are valued and important to each employee
Empowering and consulting employees
Providing opportunities beyond traditional roles
Enhancing career development
Recognising contributions
Providing incentives and rewards
Major pitfalls in delegation
Benefits of delegation
Five essential steps of delegation
Decision making
Team learning and performance
Making the most of team learning
Phase 1: Forming
Phase 2: storming
Phase 3: Norming -Charting a course)
Phase 4: Performing –The action stage
Productivity and morale in team development stages
Managing remote teams
Types of mentoring
Online mentorship programs
Workplace mentoring
Eight pillars of coaching and mentoring
Limitations of mentoring
Coaching vs Mentoring
Benefits of coaching
Limitations of coaching
Coaching process
Phase 1: Planning the program’s purpose and design
Phase 2: Identifying potential mentors and mentees
Phase 3: Facilitating a joint orientation (mentor, mentee and supervisor)
Phase 4: Matching mentors and mentees
Why do people become difficult
Practical tips to dealing with difficult people
Urgency vs important
Strategies for different quadrants on the matrix
Appropriate greeting
Room types and room codes
Rate structure of a hotel
Upgrading and selling from top down
Group reservations
Hotel website and guest reviews
Emergency procedures
Key control program
Staffing and scheduling
Cash handling procedures
Petty cash account
Revenue management procedures & meetings
Calculating room rate spread
Hotel occupancy percentage
Formula for Average Guest per Room (APR)
Formula for Average Guest Rate per Room (AGR)
Formula for Revenue per Available Room (RevPAR)
Formula for Average Room Rate (ARR)
Formula for Potential Average Rate (PAR)
The impact of auditing
The night auditor or Night manager
Daily audits
Checking and balancing transactions
Petty cash
Managing a float system
Banking procedures
Banking for foreign exchange
Speedpoint banking procedures
Night audit speedpoint responsibilities
Debtor's control
Identifying and resolving discrepancies
Completing night audit / fincancial transactions
Pit checks
Using information generated byt night audit
Financial reports, accuracy and dealines
Financial and statistical reports
Month end reports
Departmental reports
Credit limit report
Telephone calls report
Commission earnings report
Improving security and auditing procedures
How to define hotel missions and goals
Conducting a marketing audit
Identifying market segments
Marketing objectives and medium
Analyzing and evaluating the marketing plan
Cultural groups
Local Cultures
Non verbal and verbal elements
The culture and customs of South Africa’s main population groups
African culture
Western culture
Asian culture
South Africa’s main international tourist groups
Consequences of Cultural Diversity
Preventing cultural misunderstandings
Resolving cultural problems
Cultural differences
Learning to value cultural differences
Effective communication
Types of verbal communication
Communication context
Improving communication
Communication Barriers
Cultural differences
Stereotypes
Educational differences
Voice and Articulation
Maintaining effective channels of communication
Improving internal communication
Communicating with your supervisor
Organizational charts
Dealing with staff in a polite and friendly manner
Dealing with individual characters
Effective communication with staff
Welcoming new staff
Dealing with conflict situations
What is conflict
Causes of conflict
Conflict management styles
Conflict management tools
The outcomes of conflict
Conflict resolution
Methods of conflict resolution
Prioritizing work & dealing with obstructions and interruptions
Legislative procedures
Company procedures
Safety
Preventative procedures
Safety and emergency signs
Safety and emergency numbers
Adapting to safety procedures
First Aid and Accidents
Identifying first aid officers and boxes
What to do in the event of an accident
Range of accidents
Fire
Safety and evacuation procedures
Small and large fires
Hazards
Emergency situations
Contains the following elements:
Cultural consideration
Interpersonal skills
Building a rapport and relationship with customers
Establishing a professional rapport & relationship with colleagues & internal guests (suppliers)
Supporting subordinates
Monitoring guest satisfaction
Customer feedback
Effective survey techniques
Customer Requirements
Providing information
Directions
Travel information
Guest services
Telephone number
Information, policy and practice
Referring requests outside your own area of responsibility
Following up requests
Problems with Meeting Guest Requirements
Evaluating/ dealing with complaints
Dealing with customer complaints effectively
Identifying the nature of the complaint or incident
Reassuring the guest
Tools for effective negotiation and communication
Heat approach
Customer complaints procedure
Product and service complaints
Environment complaints
Personal complaints
Written complaints
Documenting complaints and giving feedback
Efficient work practices
Promoting product services
Daily planning
Task allocations
Customer satisfaction
Effective work practice
Roles in the department
Greeting and assisting of individual arrivals
Maintaining standards
Assisting with individual departures
Greeting and assisting group arrivals
Co-ordinatinggroup departures
Communication difficulties
Special needs
Requests for additional services
The chauffeur service
Valet parking service
Managing Customer Service
Managing and co-ordinating customer service
Managing customer care skills
Minimize disruptions to Service
Staffing problems
Equipment problems
Power failures
Handling Customers Complaints
Handling a customer complaint
Follow up
Responsibility of management
Pricing depends on the number of people to be trained, as well as your location. Please fill in the contact form, we will send you a quote.
Whether you are a hotel group or independent ,hospitality establishment and would like us to train your Front Office Management Team, we promise to deliver the best training that will help you grow sales, improve guest satisfaction and develop high performance front office teams. We conduct training on-site, at your venue or at our venue. Please contact us on the form below.