Front Office Operations

.The Certificate in Front Office Operations at the Sedney Institute of Technical and Vocational Training is designed to equip students with the essential skills and knowledge required for effective front office management. The course covers a range of topics crucial for a successful career in front office operations within the hospitality industry and other customer-focused environments.

Course Description

1. Introduction to Front Office Operations:

   • Overview of the hospitality industry

   • Role and responsibilities of front office staff

   • Importance of front office operations in customer satisfaction

2. Customer Service Excellence:

   • Principles of exceptional customer service

   • Effective communication skills

   • Handling customer complaints and feedback

3. Reservation Management:

   • Reservation systems and procedures

   • Booking and reservation techniques

   • Managing overbooking and cancellations

4. Reception and Registration Procedures:

   • Check-in and check-out processes

   • Handling guest arrivals and departures

   • Registration documentation and procedures

5. Telephone and Communication Skills:

   • Professional telephone etiquette

   • Handling inquiries and providing information

   • Managing internal and external communication

6. Billing and Cashiering:

   • Billing procedures and processes

   • Handling payments and transactions

   • Cashiering and accounting basics

7. Interdepartmental Coordination:

   • Coordination with housekeeping, maintenance, and other departments

   • Effective teamwork and collaboration

   • Managing guest requests and special requirements

8. Health and Safety Procedures:

   • Safety and security measures in front office operations

   • Emergency procedures and protocols

   • Ensuring a safe environment for guests and staff

9. Technology in Front Office Operations:

   • Introduction to front office management software

   • Using technology to enhance front office efficiency

   • Trends and innovations in front office operations

Learning Outcomes

Upon completion of this course, students will be able to:

• Perform front office operations effectively and efficiently.

• Deliver exceptional customer service and handle guest inquiries professionally.

• Manage reservations, check-in, and check-out processes.

• Coordinate with other departments to ensure seamless operations.

• Utilize front office technology to improve service delivery.

• Apply safety and security measures to protect guests and staff.

Career Opportunities

Graduates of the Certificate in Front Office Operations can pursue various career opportunities, including:

• Front Office Manager

• Receptionist

• Guest Service Agent

• Reservation Agent

• Front Desk Supervisor

The course is ideal for individuals seeking to start a career in front office operations or those looking to enhance their skills in the hospitality industry.