• Importance of the Front Office in Hospitality and Tourism Industry, Roles, Responsibilities and Key Skills

Required for Front Office Staff

• Reservation Procedures and Policies, Check-In and Check-Out Procedures and Handling Guest

Complaints and Feedback

• Verbal and Nonverbal Communication Skills, Effective Listening and Questioning Techniques and

Interpersonal Skills and Conflict Resolution

• Types of Front Office Technology and Their Uses, Benefits and Challenges of Using Technology and Data

Security and Privacy Concerns in Front Office Technology

• Roles and Responsibilities of the Housekeeping Staff, Cleaning Procedures and Schedules and Inventory

Management and Control

• Introduction to Revenue Management, Pricing Strategies for Hotel Rooms and Forecasting Demand and

Managing Inventory

• Introduction to Sales And Marketing in Hospitality and Tourism Industry, Promoting Hotel Services and

Amenities and Managing Online Reputation and Guest Reviews

• Career Opportunities in Front Office Operations and Hospitality Industry, Continuing Education and

Professional Certification Programs and Importance of Teamwork and Collaboration in Front Office

Operations