Front Office

Standards of grooming and behavior at the Front Desk.
Telephone etiquette. How to handle internal and external phone calls.
Reservation process and correspondence handling. Filing system.
Sales skills and techniques. Selling and Up-Selling.
Guest service during their accommodation in the hotel and during their check-out. Ensuring the guest’s satisfaction.
Effective communication with the guests of the hotel
Effective communication between the Front Office and other departments mainly Housekeeping, Technical Department. FO-HK / FO-TEC
Conflict situation dealing. Level of authority per positions.
Dealing with the problem guests.
Overall organization of the working process in the department – room assignment, control of the daily activities, daily control of the guest rooms and problem resolution.
Service standards for the Front Office department, consistent with the specificity of the hotel.