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> Front Office Training Checklist
Front Office Training Checklist
General Orientation
Introduce company policies and procedures
Review employee handbook and code of conduct
Discuss the organizational structure
Here are some additional steps that could be included in the General Orientation section
Provide an overview of company history and values
Explain the mission and vision of the organization
Review dress code and professional appearance expectations
Introduce key personnel and their roles within the organization
Discuss employee benefits and compensation structure
Outline performance expectations and evaluation processes
Provide an overview of health and safety policies
Discuss diversity and inclusion initiatives within the company
Introduce training and development opportunities available to employees
Explain the process for reporting issues or concerns within the workplace
Review communication protocols and channels within the organization
Discuss confidentiality and data protection policies
Provide an overview of employee recognition programs and rewards
Encourage questions and open dialogue about company culture and expectations
Customer Service Skills
Train on effective communication techniques
Role-play handling difficult situations
Review standard operating procedures for guest interactions
Here are some additional steps that could be included in the Customer Service Skills section of the New Front Office Training Checklist
Emphasize the importance of active listening and empathy
Train on how to personalize guest interactions
Provide guidelines for managing guest expectations
Discuss body language and non-verbal communication cues
Teach conflict resolution strategies
Review techniques for upselling and cross-selling services
Conduct mock scenarios for different types of guest inquiries and requests
Discuss cultural sensitivity and awareness in customer interactions
Provide feedback on communication styles and effectiveness
Encourage the use of positive language and phrases
Train on the importance of follow-up communication with guests
Share best practices for handling feedback and complaints
Reservation Systems
Familiarize with the property management system
Practice making and modifying reservations
Understand group booking procedures
Check-In and Check-Out Procedures
Demonstrate the check-in process
Review the check-out process and billing procedures
Train on handling special requests and preferences
Handling Payments and Transactions
Review different payment methods accepted
Practice processing transactions accurately
Understand refund and cancellation policies
Emergency Procedures
Outline emergency protocols and evacuation procedures
Discuss how to handle guest emergencies
Train on reporting incidents and accidents
Technology and Equipment
Familiarize with front office equipment (phones, computers, etc.)
Train on troubleshooting common technical issues
Review software updates and maintenance procedures
Team Collaboration
Discuss roles and responsibilities within the front office team
Encourage open communication and teamwork
Schedule regular team meetings for updates and feedback
Feedback and Evaluation
Set up a system for receiving feedback from trainees
Conduct regular evaluations and assessments
Discuss opportunities for ongoing training and development
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