• Importance of the Front Office in Hospitality and Tourism Industry, Roles, Responsibilities and Key Skills
Required for Front Office Staff
• Reservation Procedures and Policies, Check-In and Check-Out Procedures and Handling Guest
Complaints and Feedback
• Verbal and Nonverbal Communication Skills, Effective Listening and Questioning Techniques and
Interpersonal Skills and Conflict Resolution
• Types of Front Office Technology and Their Uses, Benefits and Challenges of Using Technology and Data
Security and Privacy Concerns in Front Office Technology
• Roles and Responsibilities of the Housekeeping Staff, Cleaning Procedures and Schedules and Inventory
Management and Control
• Introduction to Revenue Management, Pricing Strategies for Hotel Rooms and Forecasting Demand and
Managing Inventory
• Introduction to Sales And Marketing in Hospitality and Tourism Industry, Promoting Hotel Services and
Amenities and Managing Online Reputation and Guest Reviews
• Career Opportunities in Front Office Operations and Hospitality Industry, Continuing Education and
Professional Certification Programs and Importance of Teamwork and Collaboration in Front Office
Operations