Day 1

No. of Hours Topic

8 Definiton of front office
Organization Structural of the Front Office Dept.
Sections of the Front Office Dept.
Front office roles
Front office personality
Front office personnel
Day 2
8 Receive and process of reservations
Receiving and processing reservations
Booking procedures
Rates and products features
Record booking procedures
Day 3 Reservation and booking terminology
8 Customer profiles or history profiles checking procedures
Record special requests process
Confirmation process
Day 4 Filling reservation process
8 Documents and other materials preparation and issuance process
Financial status of reservation process
Amendments or cancellations of received, processed and recorded reservation
Day 5 Operate a Computerized Reservation System
8 Company computerized reservation system.
General industry information Computer system features
General Industry Booking System.
Features of creating a reservation system.
Day 6 Encoding and retrieving of information.
8 Updates and amendments of reservation
Accurate communication procedures to industry colleagues.
Assessing communications.
Procedures in sending and receiving messages using the computerized system.
Day 7 Provide accommodation reception services.
8 Procedure in preparing reception area.
Procedure in room allocation
Procedure in recording guests arrival.
Day 9 Hotel courtesy
8 Procedure in registering guest
Procedure in processing accounts
Procedure in assessing guest for departure
Day 10 Preparation of front office records/reports
8 Records/report distribution
Time Management
Day 11 Conduct Night Audit
8 Knowledge on recording Business transactions
Knowledge on the preparation of financial statements
Knowledge on financial audit
Procedure in preparing routine records and reports.
Time management
Day 12 Provide Club Reception Services
8 Club services and Facilities feature
Club membership process and rules
Membership application
Record ,check and maintained membership procedures
Monitor membership badges/cards procedures
Registration of guest procedures
Club and licensing laws requirement for customer dress and age regulations
Security management procedures
Day 13 Provide Porter Service
8 Communication skills
Procedures in welcoming guests
Procedures in receiving guests
Registration procedures
Day 14 Guest assistance /escorted processes
8 Room features
Luggage transportation safety procedures
Luggage delivering procedures
Day 15 Luggage storage procedures
8 Luggage marking system
Luggage storing system
Bell service procedures
Communication procedures to other department
Methods of Learning Activity
Lecture discussion Oral/written examination
Demonstration Direct observation
Self-paced instruction Practical demonstration
Lecture discussion Oral/written examination
Simulation
Lecture discussion Oral/written examination
Simulation
Self-paced instruction
Self-paced instruction Oral/written examination
Lecture discussion
Demonstration Direct observation
Self-paced instruction Practical demonstration
Lecture discussion Oral/written examination
Simulation
Group discussion
Lecture-demonstration Direct observation
Demonstration Practical demonstration
Self-paced instruction Oral/written examination
Lecture discussion
Simulation
Demonstration Direct observation
Self-paced instruction Practical demonstration
Lecture discussion Oral/written examination
Simulation
Demonstration Direct observation
Group discussion Practical demonstration
Lecture-demonstration Oral/written examination
Simulation
Demonstration Direct observation
Group discussion Practical demonstration
Lecture-demonstration Oral/written examination
Demonstration Direct observation
Self-paced instruction Practical demonstration
Lecture discussion Oral/written examination
Demonstration Direct observation
Lecture-demonstration Practical demonstration
Lecture discussion Oral/written examination
Demonstration Direct observation
Self-paced instruction Practical demonstration
Lecture discussion Oral/written examination
Simulation
Lecture-demonstration
Simulation Direct observation
Lecture-demonstration Practical demonstration
Demonstration Oral/written examination
Self-paced instruction
Lecture discussion
Simulation Direct observation
Lecture-demonstration Practical demonstration
Demonstration Oral/written examination
Self-paced instruction
Lecture discussion
Simulation Direct observation
Lecture-demonstration Practical demonstration
Demonstration Oral/written examination
Self-paced instruction
Lecture discussion
Simulation Direct observation
Lecture-demonstration Practical demonstration
Demonstration Oral/written examination
Self-paced instruction
Lecture discussion
Trainer
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico
Julie Ann Z. Gulmatico