Hotel Front Desk

Certificate of Completion: Hotel Front Office Training Explores the operations of the front desk and how to offer a quality guest experience from registration to check-out. Topics include processing guest arrivals and departures, handling guest complaints, bookkeeping, dealing with safety and security issues at the hotel, and overall customer service.

Certificate Student Learning Outcome: Students will be able to describe and demonstrate hotel front desk operations using the fundamentals of quality customer service.
- NC. VOC 004 - Hotel Front Office Training: Explores the operations of the front desk and how to offer a quality guest experience from registration to check-out. Topics include processing guest arrivals and departures, handling guest complaints, bookkeeping, and dealing with safety and security issues at the hotel.
- NC.CSKL 004 - Customer Service: Applies practical strategies to retain a valuable customer base, diffuse difficult situations and earn repeat business. Topics include the anatomy of a complaint, regulating verbal and nonverbal responses, active listening skills, creative problem solving, customer perceptions and expectations, adapting to different conflict styles, and steps to defuse angry customers