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.
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
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
Reports – arrivals, departures, VIP guests
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
Standard telephone greetings used in hotels
Calculating room count in hotels
How to handle guests waiting for a room
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
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
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.
and many more.
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:
Talk to us and let us arrange training for your staff. Please fill in the form below and we will get back to you.
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.