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Certificate in Front Office Operations and Administration

By London Academy of Professional Training

  • 4.6 Rating
  • (5 Reviews)
  • 225 Students enrolled
  • 120
  • Course Includes
  • Training by an expert facilitator
  • Small interactive classes
  • Specialized online ebooks
  • End of course assessment by LAPT
  • LAPT Qualification Certificate


What you will learn

  • Demonstrate knowledge of the key functional areas of front office
  • Describe the activities and function of the cashiers, reception, and reservations departments
  • Analyze guest accounting methods
  • Review the utilization of reports, yield management and statistics and within the front office operation
  • Explain the significance of security and safety within rooms division containing key legislation for reception operati...
  • Describe the main features of the communication services accessible to guests
  • Explain the function front office plays in in selling hotel facilities and services

Requirements

  • This course is delivered through Virtual Instructor-led Training (VILT). We have the following mode of training for our courses- 1. Instructor-led Training (ILT) 2. virtual instructor-led training (VILT) 3. E-Learning 4. Blended Learning- We offer following type of blended learning options A. ILT + E-Learning B. VILT+ E-Learning C. ILT+VILT+Elearning D. ILT+VILT

Description

This course introduces learners to the methods and systems needed for Front Office Operations & Administration. It offers an outline of the supervisory aspects and functions of the front office department. Scholars will develop skills and knowledge in departmental techniques as well as comprehending the main regulation

 

LAPT Professional Pathways

This certification is part of a series that awards a Diploma in Hotel Management. The examinations are as follows

https://home.pearsonvue.com/lapt

 

Core Exams

LAPTHK001

Advanced Certificate in Housekeeping Management

LAPTHM001

Certificate in Front Office Operations and Administration

LAPTMH001

Advanced Certificate in Hospitality Marketing

LAPTPM001

Advanced Certificate in F&B Production Management

LAPTSM001

Advanced Certificate in F&B Service Management

 

Course Content

Chapter 1 Ebook

Objectives

 

In this chapter you will learn to :-

 

    What facilities are required to attract business guests

    Facilities offered in a guest business center

    How to offer communication assistance for foreign guests

    How to respond to guest information requests

    Communication systems used in and by hotels

    How to manage a hotel switchboard and take guest messages

    How to handle incoming and out-going mail for guests

 


 

Chapter 1: Hospitality

 

Guest and Service

 

 

1. Telephone services

1.1Managing the switchboard

1.2 Incoming calls for guests

1.3 Taking guest messages

1.4 Outgoing calls by guests

 


 

min
Objectives

In this chapter you will learn to :-

 

    What facilities are required to attract business guests

    Facilities offered in a guest business center

    How to offer communication assistance for foreign guests

    How to respond to guest information requests

    Communication systems used in and by hotels

    How to manage a hotel switchboard and take guest messages

    How to handle incoming and out-going mail for guests

min
Telephone services: Managing the switchboard

One of the most important duties of Front Office is to answer the phone on behalf of the hotel, and either deal with the enquiries or issues raised by the caller (e.g.. give Information or take a reservation); or transfer the call to the person or extension requested (whether a staff member or a guest); or transfer the call to the most appropriate person or department to help the caller; or take messages if required. In a larger hotel, there will usually be a separate switchboard operator or telephonist to perform all these tasks. In smaller hotels, the receptionist may answer the phone alongside her other duties – and particular care will have to be taken to avoid sounding irritated or confused by the interruption! As with guests calling in person at the front desk, every telephone caller will expect to be greeted courteously and professionally and given the telephonist's full and undivided attention for the duration of the call.

Managing the switchboard

 

Basic requirements and techniques that should be observed.

 

    Every incoming telephone call should be answered promptly and with an appropriate greeting: 'Good morning. The Hill Town Hotel. You're speaking to Joe: how can I help you?'

    The switchboard operator should have immediate access to a directory of in-house extensions, to transfer calls to the requested person; a guest index (an alphabetical list of guests, by name, showing their room numbers, extensions and dates of stay), in order to put calls through to guest rooms; and arrivals and departure lists, in order to deal with calls for guests who have not yet arrived or checked out.

    The switchboard operator should be familiar with the procedures for dealing with different types of calls: to whom different types of enquiries should be transferred; what information about guests can be given out to callers (if any); how to deal with common switchboard problems (e.g. disconnected calls, unobtainable numbers, engaged numbers); how to provide particular switchboard services (e.g. directory enquiries or reverse-charges or 'collect' calls); and how to take messages or connect callers to voice mail facilities.


    Callers should not be left on hold indefinitely, if the extension to which a call has been put through is not being answered, or if the switchboard operator puts a caller on hold while making enquiries or handling other calls. The operator should return regularly to an on-hold caller, keeping him informed of progress (‘I’m sorry, there’s no answer on that extension’, or 'I'm sorry to keep you waiting’, etc) and offering options where possible (‘would you like to leave a message?’ or can I get Ms X to call you back when she becomes available?’).

    When transferring a call to another department, the switchboard operator should ascertain the caller's name and purpose for calling, and pass this on to the target recipient, so that callers don't have to repeat themselves.

min
Incoming calls for guests

The first requirement for putting incoming calls through to guests is for switchboard to be able to locate the guests' room numbers swiftly and efficiently. In a manual system, this requires a printed guest index. In a computerised system, the operator can simply type, in the guest's name, and the room number will come up on screen.

 

If a guest does not answer the incoming call,

    If the call is urgent, it may be possible to try and locate the guest and inform him of the call, by 'paging'. A member of uniformed staff may be sent round the public areas of the hotel calling 'Paging Mr. X', or the hotel might have a public address system for this purpose - or a message could be sent through to the restaurant or asking them to enquire after the guest in their areas. Some hotels offer personal 'pagers‘ (messaging devices) to guests who are expecting an important call, or the guest may simply keep reception informed of his whereabouts, so that he can be notified when the call comes in.

    The caller may be offered the option of leaving a message for the guest, either in person with the switchboard operator (who writes down the message to be passed on to the guest), or via a recorded 'voice mail' option on the telephone system.

 

min
Chapter 2 Ebook
min
Guest accounting
min
Payment methods
min
Chapter 3 Ebook
min
Importance of Guest security

Objectives

 

In this chapter you will learn to :-

 

    What facilities are required to attract business guests

    Facilities offered in a guest business center

    How to offer communication assistance for foreign guests

    How to respond to guest information requests

    Communication systems used in and by hotels

    How to manage a hotel switchboard and take guest messages

    How to handle incoming and out-going mail for guests

min
Importance of Hotel security
min
Chapter 4 Ebook
min
Control of Computerized systems
min
Forecasts and Statistics
min
Revenue and Occupancy reports
min
Role of Night Audits
min
Chapter 5 Ebook
min
Management of Staff
min
Development
min