Front Office Professional – Course...
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Front Office Professional – Course Outline Level Count: 4 Subject Count: 14 Lesson Count: 58 Total Lesson Duration: 6 hours 6 minutes Level Subject Lesson Duration Level 1 1.1 Introduction to Front Office 1.1.1Understanding Front Office 05:26 1.1.2 Front Office Structure 08:47 1.1.3 The Front Office Logbook 08:11 1.1.4 The Flow of Front Office 08:37 copyright lobster ink
Transcript of Front Office Professional – Course...
Front Office Professional – Course Outline
Level Count: 4
Subject Count: 14
Lesson Count: 58
Total Lesson Duration: 6 hours 6 minutes
Level Subject Lesson Duration
Level 1
1.1 Introduction to Front Office
1.1.1Understanding Front Office 05:26
1.1.2 Front Office Structure 08:47
1.1.3 The Front Office Logbook 08:11
1.1.4 The Flow of Front Office 08:37
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1.1.5 Facility Familiarisation 07:36
1.1.6 Room Type Familiarisation 02:51
Total Subject Duration: 41:28
1.2 Communication
1.2.1 Front Office Communications 05:48
1.2.2 Basic Front Office and Guest Communication 05:15
1.2.3 Front Office and Housekeeping Communication 07:41
1.2.4 Front Office and Maintenance Communication 06:28
1.2.5 Front Office and Events Communication 06:29
1.2.6 Front Office and Security Communication 08:50
Total Subject Duration: 40:31
1.3 Etiquette and Presentation
1.3.1 Personal Hygiene and Appearance 07:33
1.3.2 Uniform 08:40
1.3.3 Body Language 06:41
1.3.4 Active Listening 04:43
Level Subject Lesson Duration
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Total Subject Duration: 27:37
1.4 Telecommunications
1.4.1 Telephone Etiquette and Procedures 11:06
1.4.2 The Front Office Switchboard 07:07
1.4.3 Wake-Up Calls 07:23
Total Subject Duration: 25:36
Total Level 1 Duration: 2:15:12
Level 2
2.1 Accommodation Reservations
2.1.1 Reservations, an Introduction 07:23
2.1.2 Types of Reservations 05:58
2.1.3 Reservation Distribution Channels 05:02
2.1.4 Package Knowledge 05:26
2.1.5 Basic Sales Techniques 06:37
2.1.6 Making the Reservation - Part 1 08:02
2.1.7 Making the Reservation - Part 2 06:02
Level Subject Lesson Duration
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Total Subject Duration: 44:30
2.2 Restaurant Reservations
2.2.1 Understanding the Restaurant 06:35
2.2.2 Making a Restaurant Reservation 06:02
2.2.3 Who’s Who in the Restaurant 03:35
2.2.4 Meet, Greet and Seating a Guest 04:59
Total Subject Duration: 21:11
2.3 The Reservation Experience
2.3.1 Creating a Reservation Experience 05:35
Total Subject Duration: 05:35
Total Level 2 Duration: 1:11:16
Level 3
3.1 The Check-In
3.1.1 The Welcome 07:07
3.1.2 The Check-In Procedure 08:46
Level Subject Lesson Duration
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3.1.3 Rooming Your Guest 07:46
Total Subject Duration: 23:39
3.2 Tailored Check-Ins
3.2.1 Tailoring the Check-In for Elderly Guests 04:35
3.2.2 Tailoring the Check-In for Families 05:21
3.2.3 Tailoring the Check-In for Return Guests 04:54
3.2.4 Tailoring the Check-In for VIP Guests 04:28
3.2.5 Tailoring the Check-In for Honeymooners 04:33
3.2.6 Tailoring the Check-In for Businesspeople 03:48
3.2.7 Tailoring the Check-In for Foreign Language Guests 05:37
3.2.8 Tailoring the Check-In for Physically Challenged Guests 05:39
Total Subject Duration: 38:55
3.3 The Concierge Desk
3.3.1The Role of the Concierge 05:51
3.3.2 Introducing Concierge Services 08:27
3.3.3 Concierges Using Technology 04:37
Level Subject Lesson Duration
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Total Subject Duration: 18:55
3.4 Dealing with Complaints
3.4.1 Types of Complaints 08:23
3.4.2 Skills in Dealing with Complaints 07:50
3.4.3 Solving Complaints 06:45
3.4.4 Follow up on Complaints 04:45
Total Subject Duration: 27:43
Total Level 3 Duration: 1:49:12
Level 4
4.1 Front Office Accounting Basics
4.1.1 Front Office Accounting Fundamentals 07:55
4.1.2 Creation and Maintenance of Guest Accounts 03:22
4.1.3 Tracking Transactions 07:39
4.1.4 The Night Audit 05:44
Total Subject Duration: 24:40
Level Subject Lesson Duration
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4.2 The Check-Out
4.2.1 The Check-Out Process 06:04
4.2.2 The Settlement Process 06:43
4.2.3 The Farewell 04:54
Total Subject Duration: 17:41
4.3 Methods of Payment
4.3.1 Methods of Payment 04:05
4.3.2 Alternative Check-Out Options 03:46
Total Subject Duration: 07:51
Total Level 4 Duration: 50:12
Total Course Lesson Duration: 6:05:52
Level Subject Lesson Duration
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