Learning Outcomes
By the end of your training in our Front Office Labs, you will:
- Master the front office operations and understand the importance of guest relations.
- Be proficient in using various hotel management software.
- Develop strong problem-solving skills and the ability to handle difficult situations with professionalism.
- Gain confidence in your ability to provide exceptional customer service.
Industry Connections
Our Front Office Labs are not just about learning; they are also a gateway to networking opportunities. We regularly host guest speakers from leading hotels and hospitality organizations, providing students with insights into industry trends and career pathways.
What We Offer?
Reception and Guest Handling
- Simulates a real-world hotel reception area where students practice welcoming guests professionally.
- Role-play exercises include greeting guests, handling inquiries, and managing complaints effectively.
Reservation Management
- Students learn to use Property Management Systems (PMS) such as Opera, IDS, or Fidelio for making room bookings.
- Understanding different reservation types: guaranteed, tentative, group reservations.
- Handling cancellations, amendments, and overbooking situations.
Check-in & Check-out Procedures
- Step-by-step process of registering guests upon arrival.
- Handling walk-in guests, VIP check-ins, corporate bookings.
- Processing payments, issuing room keys, and escorting guests to rooms.
- Check-out procedures: billing, invoice generation, refund policies.
Concierge Services
- Training students in providing information on local attractions, transportation, and special guest requests.
- Arranging airport transfers, car rentals, restaurant reservations, and ticket bookings.
Telephone Etiquette & Communication Skills
- Handling customer queries via phone and email professionally.
- Learning call screening, message taking, and multi-line handling.
- Practicing polite and professional communication techniques.
Handling Guest Complaints & Conflict Resolution
- Techniques for dealing with guest grievances, room issues, and service complaints.
- Role-playing scenarios to practice empathy, problem-solving, and conflict management.
Billing & Cash Handling
- Training on different payment methods (cash, card, digital wallets, room charge).
- Issuing receipts, refunds, and balance inquiries.
Equipment & Setup
Mock reception desk
with a computer and telephone system.
Hotel information displays
LED monitor to display events and cultural activity for guests.
Property Management Software (PMS)
For reservations and billing.
