Hotel Front Desk

Name: Hotel Front Desk
Rating: 4.3 (483 reviews)

Hotel Front Office Management and Operations

Created byOksana Gyulnazaryan

Last updated 11/2019

English

English [Auto],

What you'll learn

Role and Importance of Front Office Operations in the Hotel
Foundational procedures of Front Office
Day to day tasks/reports/actions at the desk
Successful Front Office Manager To Do List and Complete day to day Checklist
How to respond to an unhappy guest survey or email
Service recovery and how to resolve Guest Complaints
Why is it important to understand the real reason guests complain
Key Performance Indicators and how to measure success of Front Office Department

Course content

4 sections • 8 lectures • 1h 17m total length

Review of Front Office Operations7:35
Master hotel front office operations from the front desk to safety and revenue management. Learn to boost guest satisfaction, uphold brand standards, and manage budgets and audits.

Fundamentals of Front Office Management22:55
Learn foundational front office procedures: cash handling and bank audits, master key control, day-use rooms, and key reports on room moves, no-shows, rate changes, and credit limits.
Daily Checklist15:47
Develop and maintain a must-have daily front-office checklist, including emergency and downtime reports, arrival and in-house guest status, room status, special services, VIPs, reservations, and high-balance controls.
Leadership Checklist10:02
Implement a leadership checklist to organize front office duties, monitor third party disputes, refunds, and adjustments, and uphold safety, brand standards, quality assurance, and guest security.

How to respond to an unhappy guest emails/surveys2:51
Learn to respond to unhappy guest emails and surveys by crafting sincere letters with empathy, apology, and clear resolutions, while highlighting guest communication and using feedback for training.
Understand the real reason your guests complain2:14
Learn why empathy matters to hotel guests and how to connect with them before apologizing, using phrases that show understanding and support service recovery.
Service Recovery2:42
Learn how to turn a bad guest experience into a good one at the front desk using the service recovery model: listen, empathize, apologize, resolve, and notify to prevent recurrence.

Requirements

General knowledge of Hotel Operations preferred as this course provides deep dive in to topics and focused more on WHAT you need to know rather than WHY

Description

Everything you need to know about successful Front Office Operations. This course will teach you all details, reports, transactions, skills you need to operate Front Office Department.

Course is designated in the manner that after completion you will be able to open a Hotel Front Office Department or know exactly what must be done to improve and build efficiency in the current one.

Course is designed with driving results and focuses on key performance indicators so that learning can be transitioned to results and results transformed to achievements and wins.

Who this course is for:

Anyone who is inspired to grow in Hospitality and Travel Industry
Current Front Office Associates that would like to become Managers
Current Front Office Leaders that are seeking ways to improve Operations in the department and add achievements to their Resumes

Hotel Front Desk

What you'll learn

Explore related topics

Course content

Introduction to Front Office Management1 lecture • 8min

Fundamentals of Front Office Management3 lectures • 49min

Arrival Experience1 lecture • 13min

Guest Experience Management3 lectures • 8min

Requirements

Description

Who this course is for: