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Front of house training checklist

Introduction and Orientation

Welcome the trainees and introduce them to the team

Provide an overview of the hotel's mission, vision, and values

Explain the importance of providing excellent customer service

Familiarize trainees with the layout of the hotel and its facilities

Review the dress code policy and grooming standards

Front Desk Operations

Demonstrate the check-in and check-out procedures

Explain how to handle guest inquiries, requests, and complaints

Train on the use of the hotel's reservation system and other relevant software

Teach the proper handling of cash, credit cards, and other payment methods

Provide guidelines for maintaining guest privacy and handling sensitive information

Concierge Services

Teach trainees about local attractions, transportation options, and dining recommendations

Explain how to arrange transportation for guests and assist with luggage

Train on handling special requests such as booking reservations or organizing events

Provide guidelines for maintaining a high level of professionalism and discretion

Guest Relations

Explain the importance of building rapport and creating a positive guest experience

Teach trainees how to greet guests, handle requests, and anticipate needs

Train on resolving conflicts and handling difficult situations with empathy

Provide guidelines for maintaining a calm and professional demeanor at all times

Telephone Etiquette

Train on answering calls promptly and professionally

Teach trainees how to handle various phone inquiries and transfer calls appropriately

Explain the importance of active listening and using proper telephone etiquette

Provide guidelines for taking accurate messages and following up with guests

Safety and Security Procedures

Explain emergency procedures, including fire evacuation and medical emergencies

Train on the use of safety equipment such as fire extinguishers and first aid kits

Provide guidelines for identifying and reporting suspicious activities or individuals

Teach trainees how to handle lost and found items and maintain security protocols

Product Knowledge

Familiarize trainees with the different room types, amenities, and features of the hotel

Teach them about any special packages or promotions currently available

Provide information about the hotel's restaurants, bars, and other facilities

Train on the proper handling of guest requests for additional services or amenities

Role-playing and Practice Sessions

Conduct role-playing exercises to simulate different guest scenarios

Provide feedback and guidance on improving communication and problem-solving skills

Allow trainees to practice using the hotel's computer systems and software

Encourage trainees to ask questions and seek clarification throughout the training

Final Assessment and Evaluation

Administer a written or practical test to assess trainees' knowledge and skills

Conduct individual evaluations and provide constructive feedback

Discuss areas of improvement and offer additional support if needed

Certify trainees upon successful completion of the Front of House training

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