Front Office
Four (4 ) core modules
- CONVERSE IN ENGLISH AT A BASIC OPERATIONAL LEVEL
- COMMUNICATE EFFECTIVELY ON THE TELEPHONE
- WORK EFFECTIVELY WITH CUSTOMERS AND COLLEAGUES
- DEVELOP AND UPDATE LOCAL KNOWLEDGE
Four (4 ) functional modules
- RECEIVE AND PROCESS RESERVATIONS
- PROVIDE BELL BOY-PORTER SERVICES
- PROVIDE ACCOMMODATION RECEPTION SERVICES
- MAINTAIN GUEST’S FINANCIAL RECORDS
| S/N | Learning Unit | Learning Outcome |
|---|---|---|
| 1 | Converse in English at a basic operational level | CE 1: Participate in simple conversations on familiar topics with work colleagues CE 2: Respond to simple verbal instructions or requests CE 3: Make simple requests CE 4: Describe routine procedures CE 5: Express likes, dislikes and preferences CE 6: Identify different forms of expression in English |
| 2 | Communicate effectively on the telephone | CE 1: Respond to incoming telephone calls CE 2: Make telephone calls |
| 3 | Work effectively with customers and colleagues | CE 1: Communicate effectively CE 2: Establish and maintain effective relationships with colleagues and customers CE 3: Work in a team |
| 4 | Develop and update local knowledge | CE 1: Develop local knowledge CE 2: Update local knowledge CE 3: Maintain contact with local communities |
| 5 | Receive and process reservations | CE 1: Describe the elements of the reservation system CE 2: Respond to reservation requests CE 3: Enter reservation details into system CE 4: Maintain reservations CE 5: Communicate reservation details to others |
| 6 | Provide Bell Boy-Porter Services | CE 1: Identify the role of a bell boy/porter CE 2: Assist with guest arrivals CE 3: Assist with guest departures CE 4: Assist other departments CE 5: Provide concierge services |
| 7 | Provide accommodation reception services | CE 1: Prepare reception area for guest arrivals CE 2: Perform check-in functions CE 3: Perform ‘during stay’ functions CE 4: Perform check-out functions CE 5: Prepare front office records and reports |
| 8 | Maintain guest’s financial records | CE 1: Determine the context of guest financial records CE 2: Establish guest financial record CE 3: Maintain guest financial record CE 4: Finalise guest financial record |
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