Front Office
COURES
Our Course Offerings
Customer Service Excellence
1 day course
This module enhances guest interactions through effective communication, conflict resolution, and personalized service while integrating security awareness to identify distressed or suspicious guests professionally.
Guest Registration and Check-In/Check-Out Procedures
1 DAY course
This module teaches efficient management of guest registration, payments, early check-ins, late check-outs, and overbooking, while emphasizing security through identity verification, detecting forged IDs, and safeguarding personal and payment information.
Emergency Response and Crisis Management
1 DAY course
This module covers procedures for fire, medical emergencies, and evacuations, highlighting the front office staff’s role in communication and coordination with security teams and emergency services.
Fraud Prevention and Data Protection
1 DAY course
This module covers recognizing hotel scams, handling sensitive guest data securely, reporting suspicious activities, and avoiding phishing attempts.
Handling Difficult Situations
1 DAY course
This module covers handling unruly guests, disputes, and VIPs while ensuring safety. It emphasizes discreetly escalating concerns to security and using de-escalation techniques for volatile situations.
Access Control and Key Management
1 DAY course
This module covers proper handling of room keys and digital key systems, monitoring restricted access, and preventing unauthorized entry. It also emphasizes reporting lost or stolen keys to maintain security.
Lobby Safety and Situational Awareness
1 DAY course
This module focuses on maintaining a secure and welcoming lobby, observing and reporting suspicious behavior, collaborating with security, and understanding CCTV monitoring practices.
Communication Protocols with Security Teams
1 day course
This module covers effective incident reporting, proper use of communication tools, and establishing clear protocols for relaying critical information during emergencies.
Handling Packages and Deliveries
1 day course
This module covers proper procedures for handling guest and hotel packages while ensuring security by inspecting for suspicious contents and escalating potential threats.
Health and Safety Standards
1 day course
This module focuses on maintaining hygiene at the front desk, providing first aid basics for front office staff, and ensuring guest safety in line with health guidelines.
CLASSES
Class Formats
Class Size: Minimum 8 pax
A minimum of 8 participants per class to ensure effective interaction and engagement
Interactive Learning
Emphasis on hands-on, practical activities and group discussions to enhance understanding
Real-World Scenarios
Application of knowledge through case studies and role-playing to simulate real-life situations
Expert Instructors
Led by experienced professionals with real-world expertise in the subject matter