Front Office Management
This course is designed to provide course participants with the knowledge and practical skills necessary to enter front office management, in the corporate, hospitality, medical or legal fields. This frontline activity is more than a job, it is critical to the realization of appositive corporate and professional goals.
This course aims to provide the participant with the opportunity to:
• Express themselves competently and effectively in writing.
• Communicate with others effectively.
• Demonstrate competence in the use of logs, registers used in the front office.
• To introduce technological devices commonly used in the front office and provide practical exercises in the care and use of the same.
• Provide strategies for managing and resolving conflict situations in the work place.
• Demonstrate the role of front office operatives as part of a wider team aimed to deliver quality service to internal and external customers.
Unit 1 - Customer Care
1. Identify characteristics necessary for good customer service.
2. Identify customer requirements.
3. Describe the benefits of good customer service practices.
4. Describe how to deal with various customer personality traits.
5. State the role of staff in promoting good customer care.
Unit 2 - Business Communication Skills
1. Describe the communication process.
2. Explain verbal and no-verbal communication.
3. Describe methods of communicating effectively.
4. Demonstrate good listening skills.
5. Demonstrate the rudiments of English grammar.
6. Demonstrate the ability to
b. Deliver good sentence structure.
c. Write paragraphs.
d. Write reports of various types.
7. Demonstrate the ability to compose:
Unit 3 - Reception Procedures
1. Define the office.
2. Describe the specific function of the office.
3. Explain the duties of the Receptionist/Front Office Clerk.
4. Organizational structure.
5. Describe the banking procedure.
6. Do’s and dont’s.
Unit 4 - Front Office Procedure
1. Describe how to make a reservation.
2. Understanding Marketing programmes.
3. Discuss guest safety.
4. Demonstrate an understanding for hospitality jargon/restaurant menus.
5. Discuss guest services.
6. Explain the preparation for arriving and departing guests.
7. Discuss the importance of cleanliness of Front Office Staff.
8. Describe the procedures for obtaining the authorization, recording and control of petty cash.
Unit 5 - Guest Accounting & Reservation Procedures.
1. Describe the procedures for opening, preparing and maintaining guest accounts.
2. Explain the procedures for preparing and presenting guests’ bills and various types of accounts.
3. Describe the procedures for closing the above.
4. Demonstrate processing and recording reservations accurately.
5. Demonstrate the ability to handle different sources of reservations.
Unit 6 - Health and Safety at Work
1. Hazards at work.
2. Protecting yourself against fatigue and bodily damage.
3. Accident reporting.
4. Health and Safety Committees.
Unit 7 - Staying Safe at Work
At the end of this module students must be able to;
1. Identify procedures for lost and found property.
2. Explain security procedures for equipment and materials.
3. Identify security threats or hazards.
4. Describe methods to deal with above threats and hazards.
5. Describe safety precautions with unauthorized persons and dangerous or threatening persons.
Unit 8 - Personal Grooming and Presentation.
1. Describe the elements of good personal presentation.
2. Describe the need for personal grooming.
3. Explain the practices necessary for good personal hygiene and health.
4. Discuss how personal grooming and presentation reflect on the company.
5. Explain how personal attitude can affect customers and co-workers.
6. Show examples of business wear and personal grooming (practical).
Assessment of the course is determined by course work which accounts for 40% of the overall grade. There is a final examination which accounts for 60%.
Where possible, each student will be provided with to with one (1) or two (2) weeks practical job attachment. While this is the desire of the Career Development Institute it is dependent upon the accessibility and general cooperation corporate partners.
This course will involve a mix of lectures and discussions and practical. To benefit fully, students’ participation in all aspects of the course is required. Students must:
• attend all lectures
• prepare for lectures
• contribute to all discussions
Course Fee: $ 800.00
Deposit: $ 400.00
Second installment: $ 400.00 to be paid before course commencement.
Duration: 4 Months
Call 431-0957 for further information.
Some aspects of this course outline are subject to change.