Front Office Operations & Guest Services Training Seminar

Morning Session (9:00 AM – 1:00 PM)

Module 1: Hotel Guest Communication Excellence

Key Topics:

• Verbal & non-verbal communication skills
• Greeting etiquette and body language
• Cultural sensitivity and language barriers
• Active listening and empathetic responses
• Telephone etiquette and email professionalism

Activity:

• Roleplay: Handling check-in/check-out scenarios with different guest personas (VIP, family, business traveler, etc.)
• Listening game to practice attention to guest cues

Purpose:

Build confidence in guest interactions and develop communication that reflects the hotel’s brand image and service standard.

Module 2: Mastering Grooming & Professional Hospitality Image

Key Topics:

• Grooming standards and dress code compliance
• Personal hygiene and body language awareness
• Creating positive first impressions
• Representing the brand professionally in all guest interactions

Activity:

• Grooming checklist walk-through
• Mirror check and self-evaluation with peer feedback

Purpose:

Ensure all front-facing staff reflect the hotel’s identity, contributing to overall guest satisfaction from first contact.

Module 3: HMS, Booking Channels & Room Pricing Fundamentals

Key Topics:

• Introduction to the Hotel Management System (HMS/PMS) functions
• Booking sources: Direct, OTA (e.g. Agoda, Booking.com), GDS, corporate and walk-ins
• Importance of data accuracy and system entries
• Understanding and calculating ADR, ARR, and occupancy
• Price differentiation and upselling techniques

Activity:

• Booking simulation via different channels
• ADR/ARR calculation worksheet

Purpose:

Empower staff to understand the flow of bookings, their impact on revenue, and how to optimize their use of the HMS system for efficiency and accuracy.

Module 4: Product Knowledge & Internal Collaboration

Key Topics:

• In-depth knowledge of room types, amenities, F&B outlets, promotions, and local attractions
• Aligning with F&B, Housekeeping, Engineering, and Sales to meet guest requests
• Preparing for VIP arrivals and event check-ins
• Daily briefings, shift handovers, and communication tools (logbook, WhatsApp, walkie-talkies, etc.)

Activity:

• Mock hotel briefing & shift handover with checklist
• Mini quiz on hotel facilities and services

Purpose:

Equip staff to confidently answer guest inquiries, promote hotel services, and work seamlessly with other departments for smooth daily operations.

Afternoon Session (2:00 PM – 5:00 PM)

Module 5: Managing Difficult Guests & Service Recovery

Key Topics:

• Understanding guest psychology and expectations
• Conflict de-escalation and empathy
• Turning complaints into service recovery opportunities
• Escalation paths and documentation practices
• Differentiating between demanding vs abusive behavior

Activity:

• Roleplay: Handling angry guest demanding refund, late check-out denial, or noise complaint
• Group brainstorm: What went wrong? How to recover?

Purpose:

Build emotional intelligence and professional calmness in high-stress guest situations, while protecting staff dignity and company policy.

Module 6: Mental Wellness, Crisis & Stress Management for Frontliners

Key Topics:

• Common mental health challenges in hospitality
• Recognizing signs of burnout and fatigue
• Stress relief techniques for daily work
• Crisis communication during emergencies or peak periods
• Team-based mental health support and emotional regulation

Activity:

• Breathing & grounding exercise
• Team “support map” – identifying who to talk to in stress situations
• Guided reflection: My stress triggers & how I cope

Purpose:

Develop awareness and tools to manage personal well-being, reduce turnover, and improve team morale and longevity in high-demand roles.

• Front Office Team
• Guest Services Team
• Concierge
• Reservation Team
• Sales Team