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Front Office​

Front Office

The front office, a key department under the rooms division, is the hotel’s nerve center, creating lasting guest impressions through courteous and anticipatory service. It includes reservations, reception, concierge, cashier, and more, playing a crucial role in revenue generation and guest satisfaction. To bridge the gap between academia and industry, students receive hands-on training using IDS Property Management System in a dedicated front office lab. This setup ensures individual attention and skill mastery. Front office training equips students with essential knowledge and skills to manage hotel operations efficiently and deliver exceptional guest service.

Reservation Systems

Understanding how to use reservation systems is fundamental for front office staff. They need to learn how to make, modify, and cancel reservations efficiently, as well as manage room inventory effectively.

Check-in and Check-out Procedures

Front office staff should be trained in check-in and check-out procedures to ensure a smooth and pleasant experience for guests. This includes greeting guests, verifying identification and payment methods, assigning rooms, and providing information about hotel amenities and policies.

Guest Services

Front office staff learn how to address guest inquiries, requests, and complaints courteously and effectively. They should be knowledgeable about local attractions, restaurants, transportation options, and other services to assist guests with their needs.

Payment Processing

Training in payment processing systems and procedures is crucial for front office staff to handle guest payments, including cash, credit cards, and other forms of payment. They should understand billing processes, authorization procedures, and how to generate receipts.

Room Assignments and Upgrades

Front office staff should be trained in room assignment strategies, considering factors such as guest preferences, room availability, and special requests. They may also learn how to handle room upgrades based on availability and hotel policies.

Technology Proficiency

Front office staff should be proficient in using various technological tools and systems, including property management systems (PMS), reservation software, email, and telephone systems. Training in these areas ensures they can perform their duties efficiently and utilize technology to enhance guest experiences.

Upselling and Cross-selling

Front office staff may receive training in upselling and cross-selling techniques to promote additional services, upgrades, or amenities to guests during the check-in or reservation process.