Course Offerings

This Front Office and Guest Services Training course prepares students for careers in the hospitality industry by teaching essential skills and knowledge for customer service, front-office operations and guest room attendant roles. The course aims to equip students with industry-recognized credentials, explore career paths and foster professional development in the hospitality and tourism sector.

Course Objectives

Learn key elements to deliver high-quality guest service

Learn how to connect with customers and provide a personalized experience

Learn essential telephone questioning techniques and listening skills

Learn how to handle irate customers

Learn to book reservations for individuals and groups

Learn to check guests in and out, as well as the billing process

Learn how the guest room attendant plays a significant role in daily hotel operations

Outline of Instruction

Introduction to the world of customer service and its importance in the hospitality industry

Understanding the importance of different market segments

Understanding the difference between chain, franchise and independent hotel ownership

Customer service and telephone etiquette in handling phone calls and reservations, including roleplay

Getting ready for your shift, understanding cash responsibilities

Arrival and occupancy, dealing with issues

Departure, end-of-day shift and introduction to night audit

Understanding the role of a guest room attendant and how it works closely with the front desk staff

Contact Hours

60

CEUs

1

Industry Standard, State or National Certification

Certification

American Hotel & Lodging Educational Institute

Website

https://ahlei.servsafebrands.com/

Certification Learning Outcomes/Requirements

Students will be prepared for an entry-level position in various hospitality departments. Upon successful completion, students will receive Guest Service Gold, Front Desk Representative and Guest Room Attendant certifications.

CE or CU Articulation

No

Prerequisites

N/A

Learning Supplies Needed

Guest Service Gold, Certified Front Desk Representative, Certified Guest Room Attendant

Clinical Site/Special Facilities

N/A

Requirements for Successful Completion

90% attendance
Completion of class activities/group projects,Students must obtain a 70% or higher grade in all certifications to pass the class.

Accreditation/Special Approval Requirements

N/A

Intended Audience

Students wanting to get into the hospitality industry

Specific Industry or Business Support Needs

Guest services, hospitality, call center, customer service representative, customer support, telephone support specialist, hotel reservation agent and guest room attendant

Wake County Need for Industry Positions

Front-office, call center and customer service occupations are the highest total annual average openings in Wake County.

Industry or Job Titles Related to Training Outcomes for Employment

Guest services

Telephone support specialist

Hotel reservation agent

Guest room attendant

Related Courses

Course Contact Information

Sameer Pawa
919-866-6158
[email protected]