Front Office Manager
NVQ Level 4
Course Duration: 6 Months
Job outlook and objectives of the course
At the conclusion of this course, students will be able to perform the work of a Front Office effectively and efficiently. This is a vital operational area in a hotel as it is where visitors arrive and first encounter the staff of the hotel. The front office staff assists the visitors with any queries they may have, and if necessary puts them in contact with the relevant department/person at the hotel.
It is the communication center of the hotel with a great amount of guest contact. Guests interact with the hotel for the first time by interacting with the staff of the front office.
The course is of six months duration. During this training period, students must maintain records and prepare a portfolio of the work they do, and should be able to explain how they deal with problems they come across. The modules to be covered in the course and the methodology to be followed are given in detail below:
Room Division Manager
Hotel Front Office Manager
Hotel Management (Diploma/Higher National Diploma)
Students are required to have a basic understanding of the hospitality and tourism sector
Modules To Be Covered
1. Introduction to Travel and Tourism
This module covers the competencies required for the learner to get an overview of the Travel and Tourism industry, and demonstrate the understanding of duties and responsibilities, accountability and quality of profession
2. Importance of Guests to an establishment & caring for Guests
This module covers the competencies required to welcome and register guests, prepare for arrival, prepare for group arrival and promote facilities and services within the hotel
3. Introduction to Front Office department
This module covers the competencies required for the learner to get an overview of the front office operations
This unit covers the competencies required to provide accurate and authorized information to internal/external customers, to organize, supervise and control all telecommunication operations and provides telecommunication services to guests
5. Product characteristics and sales
This unit covers the competencies required to identify different types of products, packages, product knowledge and selling
6. Handling front office equipment, room keys and room changes
This unit covers the competencies required to identify room discrepancies, attend to room change, handling room keys and front office equipment
This unit covers the competencies required to handle bookings and booking enquires
8. Attend to bell desk operations
This unit covers the competencies required to welcome and escort guest to rooms, receive and deliver in-house luggage safely to rooms, handle left luggage, deliver parcels and documents, assist guests as and when required according to instructions received, ensuring safety and health
9. Financial responsibility
This unit covers the competencies required for the billing process, currency operations and dealing with safes
10. Dealing with emergencies
This unit covers the basic competencies required to take when an emergency occurs
11. Handling complaints
This unit covers the competencies required to handle guests’ complaints by listening to them patiently, identify the cause and solve the problem ensuring his/her satisfaction
12. Commencement and conclusion of a shift
This unit covers the competencies required to handing over the duty to another party
13. Guest departure
This module covers the competencies required to facilitate guest departure.
14. International Communication
Students should have either working knowledge of French or German, as to engage in general conversation with customer or have knowledge of terms and structures for basic exchanges with customers in at least 4 of the following languages - French, German, Russian, Chinese, Hindi and Urdu.
15. Career Skill - 2
This module is compulsory in all NVQ Level 4 courses. It builds on the soft skills developed on NVQ Level 3 courses, and will enable students to enjoy productive employment that requires fulfilling responsibilities.
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