Front Office & Reception

Course Overview

Employment-focused training in reservations, front-desk workflows, professional communication, arrivals, departures, guest services, payments, service recovery, privacy, security and shift handover.

Learning Outcomes

• Apply professional hospitality workplace standards.
• Communicate effectively with guests, colleagues and supervisors.
• Recognise role boundaries, escalation points and operational risks.
• Demonstrate learning through practical scenarios and assessment.

Course Structure

1. Introduction to Front Office Operations — Understand front-office responsibilities, hotel departments, professional conduct and the guest journey.
2. Reservations & Pre-Arrival — Handle booking enquiries, room types, rates, confirmations, amendments, cancellations, special requests and overbooking awareness.
3. Professional Reception & Communication — Apply professional welcome standards, telephone etiquette, email communication, active listening and communication with international guests.
4. Check-In & Guest Registration — Follow reservation verification, registration, room allocation, key/access, deposit, identification and hotel-information procedures.
5. PMS & Front Desk Systems Awareness — Understand system-neutral reservation records, room status, guest profiles, notes, folios, housekeeping status and data accuracy.
6. Guest Services During the Stay — Handle directions, luggage, wake-up calls, transport, accessibility requests, special occasions, room changes and interdepartmental coordination.
7. Payments, Folios & Check-Out — Understand bills, deposits, payment procedures, posting charges, discrepancies, invoices, departure and escalation of payment problems.
8. Complaints & Service Recovery — Use active listening, empathy, permitted corrective action, escalation and documentation to manage service concerns professionally.
9. Privacy, Security & Shift Handover — Protect guest confidentiality, apply GDPR awareness, safeguard keys and information, report incidents and prepare effective handovers.
10. Practical Reception Scenarios & Final Assessment — Apply front-office knowledge to realistic early-arrival, reservation, room, complaint, payment and emergency scenarios and complete the final assessment.

Assessment & Certificate

Recommended pass mark: 80%. Learners who satisfy the Academy completion requirements may receive a RICS Learning Academy Certificate of Completion. Where a subject requires statutory, regulated or externally accredited training, this Academy course is supplementary and does not replace that requirement.

YOUR LEARNING PATH

Course Modules

0 of 10 Modules Completed0%

MODULE 1Not Started

Front Office & Reception — Module 1: Introduction to Front Office Operations

Understand front-office responsibilities, hotel departments, professional conduct and the guest journey.

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MODULE 2Not Started

Front Office & Reception — Module 2: Reservations & Pre-Arrival

Handle booking enquiries, room types, rates, confirmations, amendments, cancellations, special requests and overbooking awareness.

Start Module →

MODULE 3Not Started

Front Office & Reception — Module 3: Professional Reception & Communication

Apply professional welcome standards, telephone etiquette, email communication, active listening and communication with international guests.

Start Module →

MODULE 4Not Started

Front Office & Reception — Module 4: Check-In & Guest Registration

Follow reservation verification, registration, room allocation, key/access, deposit, identification and hotel-information procedures.

Start Module →

MODULE 5Not Started

Front Office & Reception — Module 5: PMS & Front Desk Systems Awareness

Understand system-neutral reservation records, room status, guest profiles, notes, folios, housekeeping status and data accuracy.

Start Module →

MODULE 6Not Started

Front Office & Reception — Module 6: Guest Services During the Stay

Handle directions, luggage, wake-up calls, transport, accessibility requests, special occasions, room changes and interdepartmental coordination.

Start Module →

MODULE 7Not Started

Front Office & Reception — Module 7: Payments, Folios & Check-Out

Understand bills, deposits, payment procedures, posting charges, discrepancies, invoices, departure and escalation of payment problems.

Start Module →

MODULE 8Not Started

Front Office & Reception — Module 8: Complaints & Service Recovery

Use active listening, empathy, permitted corrective action, escalation and documentation to manage service concerns professionally.

Start Module →

MODULE 9Not Started

Front Office & Reception — Module 9: Privacy, Security & Shift Handover

Protect guest confidentiality, apply GDPR awareness, safeguard keys and information, report incidents and prepare effective handovers.

Start Module →

MODULE 10Not Started

Front Office & Reception — Module 10: Practical Reception Scenarios & Final Assessment

Apply front-office knowledge to realistic early-arrival, reservation, room, complaint, payment and emergency scenarios and complete the final assessment.

Start Module →