Front Desk and Telephone Operations
This course offers comprehensive training in reception and operator duties, emphasizing guest interaction and front office management.
Reception Duties:
Telephone and Communication: Master telephone techniques and pre-shift briefings. Efficiently handle reservations, check-ins, room changes, and guest records. Manage room extensions, group check-ins, and VIP services.
Front Desk Operations: Learn room discount policies, VIP management, and reception responsibilities. Perform credit adjustments, manage special requests, cash handling, and imprest money. Prepare guest folios, process late departures, and handle various charges. Ensure accurate settlement by card or cash and prepare shift-end balances.
Administrative Tasks: Requisition and store office supplies. Manage guest check-ins and departures, understand front office cashier responsibilities, night shift procedures, and handle incidents. Include meal plan management in duties.
Operator Duties:
Telephone Management: Develop effective telephone manners, manage external and internal calls, and handle connection extensions and delays. Address person-to-person call requests and manage wake-up call requests, including for groups.
This course equips students with the skills needed to excel in front office and telephone operations, ensuring high-quality guest experiences and efficient office management.
1. Learning about Reception
1.1. Telephone Techniques, Pre-Shift Briefings, Blocking Room to a Reservation, Check-in the system,
1.2. Room Change Request, Updating Guest Record, Extending Additional Night’s Stay,
1.3. Group Room Blocking, Group Check-In Procedure, Checking Room Status, VIP Guest Check-In,
1.4. Room Discount Policy, VIP Information, Learning about Reception,
1.5. Credit Adjustments, Handling Special Requests, Imprest Money and Cash Handling, Checking Guest Folio,
1.6. Preparation of Departing Guest Folio, Request for Late Departure, Miscellaneous Charges, Paid Out Cash, Settlement By Card, Settlement By Cash, Transfer Credit or Debit, Travel Agent or Company Settlement, Preparation of Shift End Balance,
1.7. Requisition and Storage of Office Supplies, Message for, Guest Check-in FIT, Guest Departure, Walk-In Guest Check-In, Responsibilities Of Front Office Cashier, Night Shift Procedures, How to Handle Incidents? Responsibilities of Front Office Associates, Meal Plan.
2. Learning about Operator
2.1. Telephone manners, Help and information, Incoming calls - external, Incoming calls - internal,
2.2. Connection extension calls - No response calls, Delayed answering of calls,
2.3. Guest Request for Person-to-Person calls, Wake-up call request, Group wake-up calls.