60+ Years Combined Hospitality Experience        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

Hotel Front Desk On-site Training 

Top On-site training For Hotel Receptionists, Guest Service Agents, Reservations 


Whether you are a 3, 4, or 5-star establishment, our front desk training course will ensure your front office team meets and maintain exceptional standards. Our front office training covers all aspects of the job, however, if you would like us to focus on a specific topic, we are game! We tailor training to suit your specific needs.


Which Topics Does the Front Office Training Cover?

Our on-site front office training contains the following topics: 

  • Preparation for the beginning of a shift in the front office

  • Reception, lobby, and lounge cleanliness

  • Room status reports

  • Cash deposits

  • Room allocation and assigning rooms

  • Front Office procedures – check-in, check-out, currency exchange, cashier procedures

  • Verifying guest registration

  • Preparing welcome letters

  • Liaising with other departments e.g. Housekeeping, F&B, etc

  • Cash float

  • Reports – arrivals, departures, VIP guests

  • Checking rooms

  • Handling reservations

  • Checking accommodation availability and assigning rooms to guests

  • Collecting detailed information while guest registration 

  • Creating a guests' accounts  

  • Different room types in Hotels

  • Front Desk standard checklist

  • Procedure for handling a sick guest

  • Generating reports at Front Office

  • Handling bomb threats and other emergencies in Hotels

  • Handling guest complaints in the Front Office

  • Settling guests' payments at the time of check-out

  • Telephone skills

  • Standard telephone greetings used in hotels

  • Calculating room count in hotels

  • How to handle guests waiting for a room

  • Handling cancellations

  • Handling VIP and VVIP arrivals in hotels

  • How to handle walk-in guests

  • Key terms and jargon used in hotel Front Office

  • Room status terminology

  • Safety deposit box procedure

  • Room move procedure

  • On queue procedure

  • Settlement of guest account 

  • Understanding the guest and exceeding expectations

  • Preparing welcome kit for arrivals

  • Releasing tentative and non-guaranteed bookings

  • Handling group bookings - pre-arrivals

  • Handling group check-ins

  • Verbal communication

  • Deal effectively with difficult customers and turn complaints into opportunities

  • Adopt the skills and techniques that routinely deliver positive customer experiences

  • Up-selling tips for Front Office personnel


#1 Front Office On-site Staff Training in South Africa


Why Is Front Office Training Important?

Guest and visitors form a first impression within three seconds. Therefore, the front office department must be to give guests the best impression. From resorts to hotels to boutique hotels and guesthouses, and any client interactive service, the front office – how you greet and treat your visitors – will have a huge impact on your business.


From small to high-end, large corporations, to private homes to yachts and chalets, your front office individual or team is key to having a long-lasting first impression.


Our trainers and facilitators will work with your staff to take them through all front-of-house etiquette and training, and we can tailor it to your specific needs. We ensure that your staff are clear, knowledgeable, up-to-date, and make the best first impression possible.


The Front Desk is your front line for guest services and your front office staff should be warm and welcoming. No one wants to be met by a grumpy employee and the words, “how can I help you”, are spoken by a person who shows no interest in nothing whatsoever!


Besides learning how to deliver exceptional customer service, we will teach your staff valuable skills in reducing stress while they deal with even the most demanding customers.


At the program’s conclusion, participants will have a clear understanding of what constitutes exceptional customer service, especially in the hospitality industry.


Course Highlights

  • Grooming and professional appearance
  • Service excellence
  • Knowing your establishment
  • Proper etiquette
  • Excellent communication skills
  • Handling pressure
  • Multitasking
  • Time management
  • Sales skills and Upselling with Finesse and Savoir-Faire
  • Posture
  • Complaint Handling

and many more.


In Which Countries Do We Provide Our Front Office Staff Training?

We conduct on-site training to Front Office Staff for Hotels, Resorts, Lodges, Boutique Hotels, and Guest Houses in all provinces of South Africa and the following countries:

  • Lesotho
  • Eswatini
  • Botswana
  • Namibia
  • Mozambique
  • Zambia
  • Malawi
  • Zimbabwe
  • Mauritius
  • Seychelles
  • Tanzania
  • Kenya
  • Uganda
  • Ghana
  • the Maldives
  • United Arab Emirate (UAE)
  • Qatar


Talk to us and let us arrange training for your staff. Please fill in the form below and we will get back to you. 


What is the Pricing for the Front Office Training? 

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.