Here is our exclusive Course Content for Front Office Training Course. We can guarantee you, no where you will find such outstanding collection of training materials. Don’t waste your time. Join our course and learn something that will help you to be a successful hotelier for ever.For more information please click here.

• Course Starting Time: 20th April 2011
• Last Date of Payment: 18th April 2011
• Length of the course: 5 months for certificate course, 4 months for without certificate course.
• Course Content: Front Office , Food & Beverage Service
• Payment Method: Paypal, Western Union & Moneygram
  
• Prospectus: CLICK HERE to download our Front Office & Food and Beverage training course prospectus.

Course Content

Exclusive Audio Training Tutorials with Transcripts:

1. Reserving rooms
2. Filling in the registration card
3. Mistake in the reservation
4. Welcoming a walk-in guest
5. Business center service
6. Rent –a-car service
7. For a doctor or nurse
8. Exchanging money
9. Arranging escort tour
10. Receiving & forwarding message
11. Safe deposit box
12. Courtesy service
13. Arranging business meeting
14. Guest Complaint Handling
15. Room Change
16. Hotel Service
17. Guest Service

Note: More audio training modules will be added based on real hotel operation.

Power point Presentations:

1. Front Office Operation-1 (28 Slides)
2. Front Office Operation-2 (12 Slides)
3. Front Office Operation-3n,, (22 Slides)
4. Hotel Hierarchy (21 Slides)
5. Guest Accounting (10 Slides)
6. Classification of Hotel Rooms (18 Slides)
7. Front Office Operations: Accommodation Products & Hotel Guest Amenities (42 Slides)
8. Front Office Service-Lectures (67 Slides)
9. Classifications of Hotel (30 Slides)
10. Classification of Hotel Size & Products (188 Slides)
11. Credit Card Handling Procedure (45 Slides)
12. Ethics in Front Office Operation (7 Slides)
13. Guest Check Out (7 Slides)
14. How to Greet a Guest (9 Slides)
15. In Room Check In (9 Slides)
16. Functions of Front Office Department (32 Slides)
17. Front Office Accounting (9 Slides)
18. Introduction to Front Office Department (42 Slides)
19. Guest Registration Procedure (21 Slides)
20. Night Auditing (11 Slides)
21. Guest Reservation (13 Slides)
22. An Introduction to Hotel Room Division (36 Slides)
23. An Overview of Front Office Department (27 Slides)
24. Guest Service Training (35 Slides)

Video Training Tutorials:

• Check in
• Guest Reservation, etc.

Note: We will share web links of relevant hotel training videos that are available free on online. Although those videos are not professional standard, but very helpful to understand real hotel operation.

Lecture Notes:

1. Guest Registration Procedure
2. Guest Relation Officer
3. Front Office staffing levels and Rotas
4. Establishing Room Rates
5. Contracting Rates
6. Occupancy reports and forecasts
7. Yield Management
8. Code of Practice
9. Statutory Requirements and the Front Office Manager
10. The Night Audit
11. Evaluating Front Office Operations
12. Staff Motivation and Empowerment
13. Security of Guests, Staff and the Hotel
14. General Rules & Regulation of Hotel
15. Security: Guest & Hotel
16. Express Check Out
17. Maintaining Guest History
18. Handling Guest’s Passport
19. Forecasting Room Sales
20. Transferring Guest’s Account
21. Dealing with Guest’s Complaint
22. How the front office department maintain quality of customers service
23. Classification of Hotel
24. Communication
25. Introduction to Front Office Department
26. Front Office Operation
27. Handling Mail & Messages
28. Introduction to the concept of Service Centre
29. Check out & Settlement
30. Country Code Difference
31. Front Office Accounting
32. Hotel Cash Management
33. Hotel Credit Management

Note: More lecture notes will be added.

Administration & Reports:

• Checklist
• Reports

Note: Good number of sample hotel documents and reports will be provided.

Equipment:

• Listing By Alphabet

Recruitment & Training:

• Recruitment and Selection
• Training Responsibilities
• Department Training Manuals

Communication:

• • Front Office Meetings
  • Briefings

Terminology:

• Listing by Alphabet

Job Descriptions:

• Organization Chart

Front Office:

• 1. Front Office Manager
• 2. Service Manager – FO (Morning)
• 3. Service Manager – FO (Evening)
• 4. Service Manager – FO (Overnight)
• 5. Service Leader – Front Office
• 6. Service Leader – Rooms Controller
• 7. Service Associate – Front Office
• 8. Room Divisions Manager
• 9. Revenue & Front Office Manager
• 10. Reception Manager
• 11. Head Receptionist
• 12. Front Office Attendant
• 13. Guest Relation Manager
• 14. Assistant Guest Relation Manager
• 15. Guest Relation Supervisor
• 16. Guest Relation Officer
• 17. Reservation Supervisor
• 18. Reservation Officer
• 19. Night Manager
• 20. Night Administration

Concierge/Bell:

• 1. Service Manager – Concierge/ Chief Concierge
• 2. Service Leader – Concierge
• 3. Service Associate – Concierge
• 4. Concierge Officer
• 5. Bell Captain
• 6. Bellman
• 7. Executive Driver
• 8. Door Boy – Girl
• 9. Valet
• 10. Airport Representative Supervisor
• 11. Airport Representative Officer

Telephone/ Service Centre:

• 1. Service Manager – Telephone/Service Centre
• 2. Service Leader – Telephone/Service Centre
• 3. Service Associate – Telephone/Service Centre

Business Centre:

• 1. Business Centre Supervisor
• 2. Business Centre Officer
• 3. Telephone Operator Supervisor
• 4. Telephone Operator
  
• 5. Fax Operator

Guest History:

• Guest History Manager

Hotel’s’ Policy & Procedure-Front Office

• 1. Cash Paid Out
• 2. Credit Cards
• 3. Cashier Shortage And Over Charge
• 4. Tipping Policy
• 5. Lost & Found
• 6. Loss & Damage7. Robbery
• 8. Theft Procedure
• 9. Lost And Found
• 10. Unclaimed Deposit Refund
• 11. Room Master
• 12. Room Search
• 13. Rebate
• 14. Remittance Procedures
• 15. Disease
• 16. Medical Emergency
• 17. Medicine
• 18. Medical Assistance19. Guest Injury
• 20. Emergency Procedure
• 21. Emergency Procedure Accidents
• 22. Fire Extinguishers
• 23. Back Of House Emergency House
• 24. tragedy Death
• 25. Slept Out Room
• 26. Room Found Vacant
  
• 27. House Use Rooms
• 28. Do Not Disturb Room
• 29. Guest Master Key Car Holders
• 30. Hotel Skippers
  
• 31. Access Public
• 32. Damage By Guest
• 33. Telephone & Fax Managemen
• 34. Phone Use
• 35. Sales Phone
• 36. Walkie Talkie
• 37. Resort Vehicle Ownership
• 38. Vehicles
• 39. Front Office Club Cars
• 40. Driver Allowance
• 41. Driver Outside
• 42. Control Vehicles
• 43. Host Transportation
• 44. Host Transportation 2
• 45. Resort Transportation
• 46. Mail Central
• 47. On Line Newspaper
• 48. Manager Log Book
• 49. Daily Log Book
• 50. Inspection Form
• 51. Procedures Of Packages
• 52. Save Opening
• 53. Garbage Sorting Staff Area
• 54. Gardeners
• 55. Resort Fogging
• 56. Lift Malfunction
• 57. New Staff Housing Set-up
• 58. Property Damage
• 59. Wet Weather Policy
• 60. Complimentary Accommodation
• 61. Control Of Obstructions
• 62. Front Office Basics
• 63. Hydrochloric Acid
• 64. Telephone Techniques
• 65. Respect For Guests & Staff
• 66. Caring For Guests
• 67. Professionalism
• 68. Grooming
• 69. Anticipating Needs
• 70. VIP Guests
• 71. Royal Club Floor
• 72. Royal Club Lounge
• 73. Handling Complaints
• 74. Empowerment
• 75. Damage, Loss Of Property
• 76. Accident & Injury

Exclusive SOP Collection:

Preparation/Prior to Guest Arrival SOP:

• 1. Social Skill
• 2. Activities Prior To Starting Shift
• 3. Preparing For And Taking Over Shift
• 4. Closing Shift
• 5. Conducting Briefings
• 6. Procedure For Cutting Keys
• 7. Preparing Welcome Packs And Cards
• 8. Preparing For Individual Arrival
• 9. Preparing For Group Arrival

Guest Arrival SOP:

• 1. Air Transfer
• 2. In Front of the Hotel
• 3. Welcoming The Guest / Entering The Hotel
• 4. Registration/Check In At The Desk
• 5. Registering Guests
• 6. Registration Procedures
• 7. Repeat guest Check in
• 8. VIP guest
• 9. Group Check In
• 10. Pre-Registered Check in
• 11. Long Stay Guest Reservation-Above 365 Days
• 12. Upselling Rooms
• 13. Walk-in Guest
• 14. Walking Guest
• 15. Room Allocation
• 16. Complementary Room
• 17. Guest waiting for a room
• 18. Single Lady Traveler
• 19. Guest Lounge Supervision
• 20. Method Of Payment At Check In
  
• 21. Billing Instruction During Check In
• 22. Room Type Not Available
• 23. Room Not Ready
• 24. Turn Away Guest
• 25. Full Guest Room Situation
• 26. Public Area First Impression
• 27. No Show Policy
• 28. Frequent Flyer Guest
  
• 29. Hold & Charge Procedure

During Stay in Room SOP:

• 1. During The Stay
• 2. Handling all Guest courier requests
• 3. Repeat Guest fruit basket
• 4. In- House Guest birthday
• 5. Birthday Emails
• 6. Flowers for VIP guests
• 7. Handling Dockets between Food & Beverage and Front Office
• 8. Credit Limit Check
• 9. Handling of PM rooms
• 10. Handling valuables left in the Guest Rooms
• 11. Long Staying Guest Program
• 12. Guest Complaint
• 13. Do Not Disturb Room
• 14. Guest Room Inspection
• 15. Room Change Without Guest Presence
• 16. Double Lock Room
• 17. House Use Guest Room
• 18. Slept Out Room
• 19. Cashiers Remittance Procedure
• 20. Unclaimed Cash Deposit
• 21. Cashier Shortage & Overage
• 22. Out of Order Rooms
• 23. Calling the Doctor

Guest Departure/Check out SOP:

• 1. Check Out At The Reception Desk
• 2. Express Check Out
• 3. Cash Policy
• 4. Check Out Cash Payment
  
• 5. Check Out Credit Card
• 6. Check Out City Ledger
• 7. Mini Bar\Posting
• 8. Farewell

Reservation SOP:

• 1. Guest Call The Hotel
• 2. Accommodation Request, Making & Confirm Booking
• 3. All Agents Involved
• 4. Sold Out Status

Guest Relation SOP:

• 1. Airline Ticket Reconfirmation
• 2. Airline Ticket Booking & Rerouting
• 3. Secretarial Service At Business Centre
• 4. Welcoming Guest On Arrival
• 5. Tour Bookings
• 6. Golf Booking
• 7. Checking Rooms Prior To Arrival
• 8. Taking Messages
• 9. Lost Luggage Complaints

Concierge SOP:

• 1. General Operation Guideline
• 2. Concierge Desk Operation Guideline
• 3. Concierge Set Up
• 4. Bell Service Guideline
• 5. Porte Cohere/Valet Parking Operation Guidelines
• 6. Follow-up Wake Up Call
• 7. Ambassador, Personal Assistant
• 8. Receiving handover from the previous shift
• 9. Greeting a guest as they arrive at the hotel
• 10. Group Check-In and Movement
• 11. Guest Check- In
• 12. Delivery of Messages and Faxes
• 13. Delivering the morning newspapers
• 14. Guest Check-out
• 15. Group Check-out and Movement
• 16. Luggage Handling On Departure
• 17. Signing for Guest Deliveries
• 18. Room Move
• 19. Storing Items for guests during stay and after Check out
• 20. Complimentary Transportation
• 21. Transport Requests
• 22. Airport/Limousine Service
• 23. Lobby Walkabout
• 24. Paging
• 25. Drivers- Hand Over and Takeover
• 26. Car Cleaning
• 27. Car Maintenance
  
• 28. Follow up on Car Payments

Service Center SOP:

• 1. Handling Over Between Shifts
• 2. Attending to Phone Calls
• 3. Handling of Incoming Faxes
  
• 4. Handling of Messages in Envelopes for In-House Guests
• 5. Developing Faxes & Messages
• 6. Luggage Collection/Delivery Request
• 7. Handling of Guest Complaints
• 8. Equipment Set Up (Pictures)

Business Center SOP:

• 1. Turndown Notes
• 2. Meeting Room Reservations
• 3. Lamination
• 4. Spiral Binding
• 5. Scanning
• 6. Making Phone calls
• 7. Handling internal requests

PABX/Telephone Operation SOP:

• 1. Activities Prior To Starting Shift-200
• 2. Receiving an Internal Telephone call
• 3. Putting a caller on hold
• 4. Transferring a call
• 5. Connecting an International call
• 6. How to take a message
• 7. Handling a Do Not Disturb Request
• 8. How to take a wake-up call request
• 9. Wake-up Calls Airlines, Groups
• 10. Mobile Phone Rental Procedure
• 11. Delivering a Wake Up call
• 12. Voice Mail
• 13. Information gathering
• 14. Making it Right/Telephones Log Book
• 15. Handling of DVD’s Players in the Front Office
• 16. One Touch Assistance
• 17. Checks on Communication Department responsibilities
• 18. First Aid Box replenishing
• 19. Emergency Line handling
• 20. Communication Paging
• 21. Communication Switchboard
• 22. Communication, Message & Fax
• 23. Guest Receiving Visitors

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