Code-023 Diploma in Front Office Management

1.1 Management of Enquiries 1.1.1 How do enquiries arrive? Enquiries can reach the hotel through multiple channels, including walk-ins, telephone calls, emails, hotel websites, mobile apps, social media platforms, and Online Travel Agencies (OTAs). Each channel requires prompt, accurate, and professional handling to create a positive first impression. 1.1.2 What information is exchanged? During an enquiry, essential details must be shared between the guest and the hotel. This typically includes room availability, rates, packages, payment policies, stay dates, guest preferences, and any special requirements. Clear and accurate communication ensures the guest receives complete information for making a booking decision.

Management of Advanced Reservations  Managing advanced reservations remains one of the most critical and detail-oriented responsibilities of today’s Front Office team. Reservations staff must efficiently handle multiple booking requests—often coming in simultaneously across various channels such as online travel platforms, mobile apps, brand websites, and direct calls. Their role is to ensure every inquiry is processed accurately, guest preferences are honoured, the hotel’s business interests are protected, and a strong, positive first impression of the property is created at every touchpoint.