Front Office Skills

1. Organizational

1.1. Multitasking

1.2. Work area

2. I.T. and Procedures

2.1. How to check availability

2.2. How to enter a reservation

2.3. How to process a payment

2.4. How to check a guest in

2.5. How to check a guest out

2.6. Guest accounting

2.7. Communication systems

2.7.1. Telephone

2.7.2. Switchboards

2.7.3. Email

2.7.4. (Guest) messaging

3. Security and safety

3.1. Keys / cards

3.2. Data protection

3.3. Safes

4. Interpersonal skills

4.1. Non verbal communication

4.1.1. Tone of voice

4.1.2. Body language

4.1.3. Facial (micro) expressions

4.2. Engaging guests

4.2.1. Identifying types of guests and ways to engage them

4.2.1.1. Business guests

4.2.1.2. Leisure guests

4.2.1.3. Airport guests

4.2.1.4. Wedding guests

4.3. Guest empathy

4.3.1. Frustrations guests can encounter

5. Sales

5.1. Upselling

5.2. Negotiation skills

5.3. Increasing occupancy

5.4. Customer loyalty

6. Call handling

6.1. Greeting the call

6.2. Reservation Enquiries

7. Complaint handling

7.1. Types of complainers

7.2. Common complaints

7.3. Welcoming complaints as opportunities

8. General professionalism

8.1. Interaction with colleagues

8.2. Guest confidentiality