Front office & reservation systems
Hours 1–2PMS reservations, room assignments, guest folios, payments, check-in/out workflows, credit audit, overbooking and walk protocols.
Hotel Staff & Frontline Operations Master Course
This master training curriculum is designed for front desk agents, concierge personnel, guest relations officers, and hospitality supervisors. It builds operational competence in property management systems, VIP guest handling, service recovery, cross-departmental workflows, and flawless brand representation.
Professional hospitality training
Front office excellence
Build confident, guest-focused front office teams through practical systems training, service standards and realistic hotel simulations.
AudienceFront desk, concierge, guest relations and hospitality supervisors
Duration8 hours · 1-day intensive, or two 4-hour sessions
Delivery40% interactive theory · 60% practical simulation
CertificationWritten and practical assessment · 80% pass mark
Five learning modules
Guest service, culture & communication
Hours 3–4Personalized five-star service, international etiquette, professional communication, concierge knowledge and guest preferences.
Service recovery & emergency response
Hour 5LAST and HEAT recovery models, empowered solutions, guest de-escalation, safety and hotel emergency procedures.
Housekeeping & maintenance coordination
Hour 6Room-status updates, engineering work orders, VIP setups, shift handovers and clear tracking of open guest issues.
Grooming, deportment & brand standards
Hour 7Professional presentation, front desk conduct, loyalty enrollment, thoughtful upselling and positive guest experiences.
Practical evaluation & skills verification
Demonstrate the skills that matter
Practical stations
- 01PMS check-in/check-out & upselling
- 02Scenario de-escalation & service
- 03Recovery roleplay challenge
- 04Emergency response & inter-departmental dispatch simulation
Written assessment
Multiple-choice examination covering PMS workflows, service recovery models, and emergency protocols.
25multiple-choice questions