Front Office Operations and Management
Who should attend?

This training course is suitable for a wide range of professionals in the Hospitality industry but will greatly benefit: 

  •  Front desk and administration staff
  •  Housekeeping staff
  •  Reservations & Front Office
  •  Management roles
  •  Customer service managers

Duration
5 Days
Programme Overview
This course provides a basic understanding of Food & Beverage Service Operation with quality service as measured by customer expectations, effective and efficient usage of resources, application of technology for transaction management, understanding of service mise-en-place, and dynamics of food and beverage service in a variety of dining environments.
Objectives

Upon successful completion of the course, the student will be able to:

  •  Describe how the hospitality industry is structured including the size, target markets, levels of service, ownership and affiliation, and reasons for travelling
  •  Explain how a hotel and the front office are organized
  •  Trace the progress of the guest through the guest cycle and explain how front office systems, forms, structure, equipment, and technology to help support each phase of the cycle
  •  Identify the types of reservations, how reservations are made, and how reservations are confirmed and maintained.
  •  List the tasks involved in the registration function
  •  Outline front office responsibilities, focusing on communications, guests’ services, guest relations, and security functions.
  •  Describe accounting fundamentals and analyze basic front office financial statements
  •  Summarize the procedures involved in checking a guest out and settling his or her account

Methodology
This training course will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension, and retention of the information presented. This includes a facilitative style with a combination of lecture, practical experience in the use of techniques, case studies and a high level of lively debate and sharing of ideas. Delegates will be encouraged to introduce problems of their own for discussion and analysis.
Course Outline

Day 1: Managing Front Office Operations  

  •  Reservations  
  •  Registration  
  •  Responsibilities  

Day 2: Security and the Lodging Industry  

Day 3: Managing Finances at the Front Office

  • Front Office Accounting  
  •  Check-out and Settlement 
  •  Front Office Audit  

Day 4: The Role of Housekeeping in Hospitality Operations  

Day 5 : Planning and Evaluating Operations at Front Desk




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