Email: arjgeniux@gmail.com | Call: +918013 31 1313
Email: arjgeniux@gmail.com | Call: +918013 31 1313
| Course Name: | Diploma in Front Office Assistant |
| Course Short Name: | DFA |
| Course Code:: | ARJ0171 |
| Course Type: | Diploma |
| Duration: | 1 Year |
| Eligibility: | 10th/12th |
| Total Subjects: | 5 |
This section covers the entire Guest Cycle and the essential technical knowledge required for the job.
Hospitality Industry Overview: Classification of hotels (e.g., star ratings, types), hotel organization structure, and the role of the Front Office as the "face" of the property.
Departmental Coordination: Understanding the crucial link between Front Office, Housekeeping, Food & Beverage, and Maintenance.
Front Office Layout & Equipment: Study of the physical setup, essential tools, communication systems (PBX/PABX), and key control systems.
This module details the step-by-step procedures for managing a guest's stay.
| Stage | Key Knowledge & Skills |
|---|---|
| Pre-Arrival | Reservations: Handling booking inquiries (phone, email, online), different reservation modes, and maintaining reservation records. Types of rooms and rate structures (rack rate, corporate rate, package rate). |
| Arrival | Check-in Procedures: Greeting guests, completing registration formalities, handling walk-ins, assigning rooms, and processing identification/documents. Key/access card issuance. |
| Occupancy/Stay | Guest Services: Handling guest messages, mail, wake-up calls, room change requests, and basic concierge services (information on local attractions, transport). Handling Complaints and basic troubleshooting. |
| Departure | Check-out Procedures: Generating bills, verifying charges (F&B, laundry, minibar), accepting various forms of payment (cash, credit card, foreign exchange), and conducting express check-out. |
Basic Accounting: Introduction to the Front Office cash flow, guest ledgers, city ledgers, and understanding the role of the Night Auditor (basic concepts).
Property Management Systems (PMS): Theoretical introduction and basic practical simulation/training on industry-standard PMS software (e.g., Fidelio, Opera, or similar training modules) for reservations, check-in, and billing.
Cash and Credit Handling: Procedures for maintaining a cash float, foreign currency exchange, and processing credit card authorizations.
These subjects build the professionalism and soft skills necessary for success.
Professional Communication: Developing verbal communication skills, telephone etiquette, and email correspondence. Focusing on clear, polite, and persuasive language.
Grooming and Etiquette: Training on professional appearance, body language, and workplace etiquette required for a guest-facing role.
Conflict Resolution: Techniques for handling difficult guests, managing high-pressure situations, and turning complaints into opportunities for service recovery.
Computer Skills: Proficiency in basic MS Office applications (Word, Excel) for report generation, correspondence, and data entry.
Business Mathematics: Simple calculations related to room rates, discounts, taxes, commission, and currency conversions.
Safety and Security: Awareness of emergency procedures, guest security, fire safety protocols, and handling of suspicious packages or situations.
The diploma concludes with a mandatory focus on practical application:
Role-Playing and Simulation: Extensive practice sessions simulating real-life front desk scenarios.
Industrial Exposure Training (IET): Often, a 3 to 6-month internship in a hotel or corporate setting to gain hands-on experience under industry supervision.