Front Office-Receptionist
Competencies Training
Module 1 My job of receptionist
Topic 1: The job of a receptionist.
Topic 2: Professionalism in receptionist.
Topic 3: Work Ethin.
Topic 4: TeamworkFront Office and Magice WordsKey Word
Module 2 Communication in Hospitality
Topic 1: Process of Communication
Topic 2: Types of communication.
Topic 3: Communicate with colleagues.
Topic 4: Communicating with Guest.
Topic 5: Communicating with Diversity.
SOP: Morning Shift
Module 3 Service Excellence
Topic 1 : Understanding Service.
Topic 2: How to delever service excellence.
Topic 3 : Handling ComplaintsPractice: Guest need
SOP: Afternoon Shift and PracticeExam
Module 4 Telephone Skill
Topic 1 : Telephone Skill
SOP: Telephone Courtesy.
Topic 2 : Make and Receive phone call
The Phonetic AlphabetSOP : Transfering of calls (External & Internal)
Module 5 Reception Knowledge
Topic 1 : Reception Organisation.
Topic 2 : Reception documents.
Topic 3 : Local Area information.
Topic 4 : Daily Tasks and Responsibilities
Module 6 Reservations Procedure
Topic 1 Online Booking Platform.
Topic 2 Handle & Process reservation
SOP: Handling enquires reservation over phone
Topic 3 Payment Method
Module 7 Advanced Reservation Procedures
Topic 1: Reservation Policies.
Topic 2 : Process Changes to Reservations.
Topic 3 : Communicate charge to reservation
Module 8 Guest Cycle
Topic 1 : Pre-Arrival and preparing guest arrival.
Topic 2 : Guets ArrivalPractice : Check in.
Topic 3 : Guest stay / Occupancy.
Topic 4 : Guest Check Out And Departure
Module 9 Payment Procedure
Topic 1 : Type of Payment.
Topic 2 : Final guest settlement.
Module 10 Opening/morning shift Procedure
Topic 1: Opening/morning shift procedures.
Topic 2: Afternoon shift procedure
Module 11 Closing Shift Procedure
Topic 1: Shift a Handover.
Topic 2: Report Balancing
Module 12 Safety and Security
Topic 1: Safety in Reception.
Topic 2: Security in Reception
English and Computer Classes
All students in the Front Office program, along with those in Housekeeping, Food Preparation, and Food & Beverage Service, attend scheduled English and computer classes from 2:00 PM to 5:00 PM. These sessions are designed to strengthen their communication and digital skills, supporting their overall competency and readiness for professional work in the hospitality industry.
Our Hotels and Restaurants' partners
