Duration:

160 lessons

Target Audience:

Individuals who wish to work as a receptionist in a hotel. The course is also a key course in the diploma program.

Training and development:

This program provides a comprehensive introduction to the front office and provides participants with the opportunity to practice, practice, practice the essential skills which will make them competent and confident to deal with front office requirements. Participants will have attained NVQ level 4 capability by the end of the program.

Objectives

• English for receptionists
• Understand the role of the front office in a hotel operation
• KYC – Know your client
• Appreciate the customer relationship cycle and touchpoints in a hotel
• Know the Appropriate inventory of front office responsibilities
• Appropriate personal etiquette and grooming for the front office
• IT booking systems and their use in the front office
• Building a relationship with clients from inquiry to booking, arrival, stay and departure
• How to align hotel processes and customer needs
• Communicating and planning guest arrivals and departures with other departments
• Handling guest issues and service recovery
• How to be proactive with customers in the front office context
• Best practices at the front office

Assessment

There will be a final assessment at the end of the course, consisting of a full guest interaction cycle from inquiries to guest check out through reception.  To receive your diploma, you will need to spend 3 months doing practical work at the front office in a hotel.

Qualification: Swiss Certified Receptionist, Diploma in Front Office Services

Entry requirements

• Completion of either O levels or A levels
• Minimum age: 16 years
• English & Customer Service for Hospitality Diploma

Course Fee: LKR 75,000.00

• Pricing is introductory and could change without prior notice
• The fees do not include taxes and certification fees
• Certification fee is LKR 10,000 per module, certification fees are due on graduation