FRONT OFFICE
Before embarking on the specialised front office operation core modules, learners must complete four common modules. These foundational modules are essential for building the skills needed to excel in the hospitality industry
Common 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
Core 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 |
