LAPT
London Academy of Professional Training
Certificate
Level 2-3
Foundation
Hospitality Industry
Certificate in Front Office Procedures
REF: HS-FOO-F
Who Is It For
This certification is designed for individuals seeking to begin their careers in the hospitality industry, particularly in front office operations. It is suited for those with little to no prior experience in this environment who wish to establish a foundational knowledge base to enhance their employability.
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Financial Awareness for Front Desk
2
Problem-Solving in Front Office
3
Communication Skills
4
Front Office Technology
Introduction to Front Office Technology Systems
Communication and Reservation Technologies
Guest Service and Engagement Tools
Security and Data Management in Front Office Operations
5
Customer Service Principles
Understanding the Principles of Customer Service in Front Office Operations
5 classes
1.1 Identifying Key Components of Customer Service
1.2 Exploring Front Office Customer Interactions
1.3 Practicing Active Listening and Communication Skills
1.4 Handling Customer Inquiries and Complaints Efficiently
1.5 Applying Customer Service Principles in Real-world Scenarios
Effective Communication Techniques for Front Office Staff
5 classes
2.1 Understanding the Basics of Effective Communication
2.2 Identifying Barriers to Communication and How to Overcome Them
2.3 Mastering Active Listening Skills for Front Office Success
2.4 Practicing Clear and Concise Verbal Communication
2.5 Applying Non-Verbal Communication Techniques to Enhance Service
Handling Guest Inquiries and Complaints Professionally
5 classes
3.1 Understanding Guest Needs: Identifying Questions and Concerns
3.2 Active Listening Techniques: Enhancing Communication with Guests
3.3 Empathy in Action: Responding to Guests with Understanding
3.4 Problem Solving: Strategies for Resolving Guest Complaints Effectively
3.5 Follow-Up Protocols: Ensuring Guest Satisfaction and Feedback
Exceeding Guest Expectations through Personalization and Follow-Up
5 classes
4.1 Understanding Guest Expectations
4.2 Personalizing Guest Interactions
4.3 Implementing Personalized Solutions
4.4 Conducting Effective Follow-Ups
4.5 Evaluating and Enhancing Guest Satisfaction
6
Introduction to Front Office Operations
Understanding the Role of Front Office in Hospitality
5 classes
1.1 Exploring the Front Office: An Overview
1.2 Identifying Core Responsibilities of Front Office Staff
1.3 Understanding Customer Interaction and Satisfaction
1.4 Coordinating with Other Hospitality Departments
1.5 Implementing Front Office Best Practices
Front Office Terminologies and Organisational Structure
5 classes
2.1 Understanding Basic Front Office Terminologies
2.2 Exploring the Key Functions of Front Office Operations
2.3 Identifying Roles and Responsibilities in Front Office Teams
2.4 Analyzing the Organisational Structure of Front Office Operations
2.5 Applying Front Office Terminologies in Real-world Scenarios
Guest Cycle Management and Communication Skills
5 classes
3.1 Understanding the Guest Cycle Phases
3.2 Identifying Key Front Office Responsibilities
3.3 Developing Effective Communication Strategies
3.4 Enhancing Guest Interaction Skills
3.5 Applying Conflict Resolution Techniques
Technological Tools and Software in Front Office Operations
5 classes
4.1 Exploring Front Office Software Systems
4.2 Navigating Reservation Management Tools
4.3 Utilising Communication Platforms Effectively
4.4 Understanding Guest Management Interfaces
4.5 Implementing Data Security Measures in Front Office
Assessment Breakdown
70%
Theory
20%
Practical
10%
Project
Passing Mark: 300 / 500 (60%)
Methods: Written Examination, Practical Assignment, Portfolio Assessment
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM