Course overview

how to increase hotel front office efficiency and help sales grow

What you will learn

Course details

Who is the course for?

Module 1 - Introduction Module 1 - Introduction Module Exercises Module 2 - Hotel Organization Module 2 - Hotel Organization 2.1. Types of Hotels 2.2. Departments of a Hotel 2.3. Front Office 2.4. Stages of the Lodging Process Module Exercises Module 3 - The Reservation System Module 3 - The Reservation System 3.1. Property Management Systems (PMS) 3.2. Types of Reservations 3.3. Confirmation of Reservation 3.4. Cancellation of Reservation 3.5. Reservation Control 3.6. Daily Tasks of Reservation Staff 3.7. Review Websites in the Hotel Industry Module Exercises Module 4 - The Check-in Process Module 4 - The Check-in Process 4.1. Anticipatory Service 4.2. Guest with a Reservation 4.3. Guest Without a Reservation 4.4. Registration Process 4.5. Administrative Activities Related to the Check-in after Guest Entry 4.6. Group Check-in 4.7. VIP Check-in 4.8. Front Desk Behavior During Check-in Module Exercises Module 5 - Front Office Lodging Procedures Module 5 - Front Office Lodging Procedures 5.1. Informing Services to the Guest 5.2. Guest and Employee Mail 5.3. Managing Keys 5.4. Changing Rooms 5.5. Garage Control 5.6. Safety Deposit Boxes 5.7. Organization and Maintenance of Furniture and Equipment at the Front Desk and in the Lobby 5.8. Maintenance Services 5.9. Handling Guest Complaints 5.10. Changing Shifts 5.11. Maintaining Accounts and Expenses Module Exercises Module 6 - Front Desk Accounting Module 6 - Front Desk Accounting 6.1. Opening Accounts 6.2. Posting Expenses 6.3. The Night Auditor 6.4. Ending Shifts 6.5. Daily Sales Report Module Exercises Module 7 - Check-out Module 7 - Check-out 7.1. Check-out Procedures 7.2. Methods of Payment 7.3. Group Check-outs 7.4. Late Check-outs Module Exercises Module 8 - Professional Behavior and Appearance Module 8 - Professional Behavior and Appearance 8.1. With Co-workers or Clients 8.2. Personal Etiquette 8.3. Punctuality and Attendance 8.4. Answering the Phone Module Exercises Module 9 - Special Situations Module 9 - Special Situations 9.1. Function of the Front Office in Special Situations 9.2. Injuries 9.3. Death of a Guest 9.4. Gas and Water Leaks 9.5. Fires 9.6. Skippers 9.7. Fights 9.8. Theft 9.9. Bomb Threat Module Exercises
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