Front Office and Customer Relations Training

Objective:
• Develop essential skills and knowledge in front office management and customer relations.
• Enhance professionalism in handling customer interactions and front desk operations.
• Equip participants with the tools and techniques to deliver exceptional customer service.
Course Content:
Front Office Management Essentials
• Understand the role and importance of the front office in hospitality and other industries.
• Learn key responsibilities of front office staff, including reception, reservations, and guest services.
Customer Service Excellence
• Explore the fundamentals of customer service and its impact on business success.
• Develop strategies for handling customer inquiries, complaints, and special requests.
Effective Communication Skills
• Enhance verbal and non-verbal communication techniques for customer interactions.
• Learn how to listen actively and respond empathetically to customer needs.
Handling Difficult Situations
• Develop conflict resolution skills to manage challenging customer interactions effectively.
• Learn strategies for de-escalating tense situations and maintaining professionalism.
Front Desk Operations and Procedures
• Gain proficiency in front desk operations, including check-in, check-out, and cashiering.
• Understand the importance of accuracy and efficiency in handling guest transactions.
Hospitality Industry Knowledge
• Learn about different types of accommodation and their features.
• Understand the importance of quality standards and service excellence in the hospitality industry.
Teamwork and Collaboration
• Develop teamwork and collaboration skills to work effectively with colleagues across departments.
• Understand the role of each department in providing a seamless guest experience.
Time Management and Organization
• Learn effective time management techniques to prioritize tasks and manage workload.
• Develop organizational skills to maintain a well-organized and efficient front office environment.
Technology and Front Office Tools
• Gain proficiency in using front office technology, including reservation systems and property management software.
• Learn how to leverage technology to streamline front office operations and enhance guest satisfaction.

FOR WHOM
Front Desk Officers, Customer Relations Officers, Customer Service Officers, Personal Assistants, Secretaries and Admin Assistants.

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: 4th – 7th Feb, 2025
2ND BATCH: 27th – 30th May, 2025
3RD BATCH: 9th – 12th Sept, 2025