Maintain Standard in Front Office Work  Job Responsibilities of Front Office Associate  Welcoming Guests  Checking Reservation Status  Types of Hotel Guests  Identify Guests  Reservation Status Codes  Completing Guest Registration  Following Standard Guidelines for Registration  Using Hotel Management System

Check-In Procedures  Allotting the Guest Room  Managing the Upgrade and Downgrade Situation  Achieving Productivity Standards 

Attending to Guests’ Queries and Needs  Significance of Guest Queries  Identifying Guests and Their Queries  Handling guests’ queries  Responding to Queries  Understanding your Guests’ Needs  Make it a Remarkable Guest Experience  Reservations  Check In  Concierge Services  Check Out  Concierge Services  Behavioral Elements Required for Handling Guest Queries

Delivering Message to the Guests  Achieving Guest Expectation  Components of Guests’ Expectation

Essential Behavioural Conduct  Importance of Personal Grooming  Need for Etiquettes  Etiquettes for Telephone Communication  Electronic Communication  Customer Relations  Important Factors of Hospitality