Understanding Hotel Operations: Front Desk and Guest Services
This introductory course provides an overview of the front office department within a hotel, including its organizational structure. Front desk agents are the face of hotel brand, and they set guest expectations about their experience. Employees must be courteous, efficient, knowledgeable, and confident. This course introduces the responsibilities of front office, including check-in and check-out processes, accounting, and the night audit. Also, become familiar with relevant tools, such as common room codes, the PBX call system, and Opera—one of the most commonly used property management systems. Additional topics to be covered include the responsibilities of the bellman/porter and concierge. This course may include a site visit and a guest speaker. Future educational and career opportunities also will be discussed.
You'll Walk Away with
- Familiarity with the roles and responsibilities of the hotel front office
- Specific knowledge about working in the front desk agent position
- Anyone interested in pursuing a career in hotels
- Hotel professionals who want to advance their careers