Advanced Hotel Front Desk Operations Management

Objective:
• Develop comprehensive knowledge of front desk operations in the hotel industry
• Enhance skills in customer service and guest relations management
• Learn effective techniques for handling reservations, check-ins, and check-outs
• Understand the use of technology and software in front desk operations
• Improve communication and problem-solving skills
• Gain insights into managing and training front desk staff
• Explore strategies for upselling and revenue management
• Ensure compliance with hotel policies and industry standards
Course Content:
Introduction to Front Desk Operations
• Overview of front desk responsibilities
• Importance of the front desk in overall hotel operations
• Key roles and responsibilities of front desk staff
Customer Service Excellence
• Principles of exceptional customer service
• Techniques for creating positive guest experiences
• Handling guest inquiries, requests, and complaints
• Managing guest expectations and ensuring satisfaction
Reservations and Front Desk Procedures
• Handling reservations and booking systems
• Efficient check-in and check-out processes
• Managing room assignments and availability
• Ensuring accuracy in guest billing and payments
Technology in Front Desk Operations
• Use of property management systems (PMS)
• Integrating technology for seamless operations
• Online booking and reservation platforms
• Utilizing data for guest preferences and personalization
Communication Skills
• Effective communication techniques with guests and staff
• Managing difficult conversations and resolving conflicts
• Importance of verbal and non-verbal communication
• Multilingual communication in a diverse guest environment
Staff Management and Training
• Recruiting and training front desk staff
• Implementing standard operating procedures (SOPs)
• Performance evaluation and feedback
• Motivating and retaining front desk employees
Upselling and Revenue Management
• Techniques for upselling rooms and services
• Understanding revenue management principles
• Implementing strategies to maximize occupancy and revenue
• Analyzing sales data to improve performance
Compliance and Industry Standards
• Adhering to hotel policies and procedures
• Ensuring compliance with legal and regulatory requirements
• Maintaining security and privacy of guest information
• Implementing health and safety standards
Problem-Solving and Decision-Making
• Identifying common issues in front desk operations
• Developing problem-solving strategies
• Making informed decisions under pressure
• Learning from feedback and past experiences

FOR WHOM:
Front Desk Personnel, Managers, Supervisors, Security Personnel and others who perform related functions

Methodology
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities

DATE:
1ST BATCH:        2nd – 4th Apr, 2025         

2ND BATCH:       5th – 8th Aug, 2025
3RDBATCH:        2nd – 5th Dec, 2025