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Home > Hotel & Hospitality > Front Desk Training

Front Desk Training

1. Orientation and Introduction

Welcome and introduction to the hotel’s mission and values

Overview of the front desk role and its importance

Introduction to key team members and departments

2. Systems and Technology

Training on the Property Management System (PMS)

Familiarization with the reservation system and procedures

Overview of point-of-sale (POS) systems

Instruction on handling guest requests through technology

3. Customer Service Standards

Understanding the principles of exceptional customer service

Role-playing scenarios for guest interactions

Training on handling difficult situations and complaints

Familiarity with the hotel’s service recovery policies

4. Check-In Procedures

Step-by-step process for guest check-in

Verification of guest identity and reservation details

Explanation of room assignments and upgrades

Issuing room keys and providing hotel information

5. Check-Out Procedures

Step-by-step process for guest check-out

Handling billing and payment procedures

Processing refunds and adjustments

Collecting feedback from guests during check-out

6. Communication Skills

Training on effective verbal and non-verbal communication

Importance of active listening

Techniques for clear and concise communication with guests and staff

7. Safety and Security Protocols

Overview of emergency procedures and evacuation plans

Training on handling lost and found items

Procedures for managing guest data privacy and security

8. Local Knowledge and Recommendations

Familiarization with local attractions, dining, and entertainment

Training on how to make recommendations to guests

Keeping up to date with local events and changes

9. Team Collaboration and Support

Importance of teamwork in front desk operations

Training on how to support colleagues and share information

Encouraging a positive work environment and culture

10. Continuous Improvement and Feedback

Setting goals for personal development

Regular check-ins and performance evaluations

Encouraging open communication for ongoing training needs

11. Final Assessment and Certification

Conducting a final assessment of skills and knowledge

Providing feedback and areas for improvement

Issuing certification of completion for training program

12. Ongoing Training and Development

Scheduling regular refresher courses and updates

Encouraging participation in industry workshops and seminars

Fostering a culture of lifelong learning within the organization

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