The TVET Level 3 Diploma in Front Office Operation and Customer Care is an intermediate program designed to provide individuals with comprehensive knowledge and advanced skills in front office operations and customer service within the hospitality and service industries. This diploma program focuses on front desk management, guest relations, communication, and service excellence.
Learning Outcomes:
Upon successful completion of this program, students can expect to achieve the following learning outcomes:
- Front Office Operations: Develop advanced skills in front desk management, including reservations, check-in/check-out procedures, and guest registration.
- Customer Service Excellence: Acquire excellent customer service and communication skills to interact with guests professionally and handle inquiries and requests effectively.
- Guest Relations: Learn techniques for building positive guest relationships, addressing complaints, and ensuring guest satisfaction.
- Hotel Systems and Software: Familiarize yourself with front-office software and systems used in the industry for reservations and guest management.
- Sales and Upselling: Understand the principles of sales and upselling, offering additional services or upgrades to guests.
- Problem Solving and Conflict Resolution: Develop problem-solving and conflict-resolution skills to handle guest issues and concerns.
- Safety and Security: Implement safety and security protocols to protect guests, staff, and property.
Curriculum Outline:
The curriculum is structured to provide a comprehensive understanding of front-office operations and customer care:
- Module 1: Front Office Operations
- Reservations and Room Assignments
- Check-in and Check-out Procedures
- Guest Registration and Record-Keeping
- Module 2: Customer Service Excellence
- Customer Service Principles
- Effective Communication with Guests
- Module 3: Guest Relations
- Building Positive Guest Relationships
- Handling Guest Complaints and Concerns
- Module 4: Hotel Systems and Software
- Front Office Software and Technology
- Reservation Systems
- Module 5: Sales and Upselling
- Sales Techniques and Strategies
- Upselling Additional Services
- Module 6: Problem-Solving and Conflict Resolution
- Identifying and Resolving Guest Issues
- Conflict Resolution Techniques
- Module 7: Safety and Security in Front Office
- Safety Protocols and Emergency Response
- Security Measures for Guest Protection
Job Scope:
Graduates of the TVET Level 3 Diploma in Front Office Operation and Customer Care are well-prepared for various roles within the hospitality industry, primarily focusing on front office operations and guest services. Potential job roles and career opportunities include:
- Front Desk Supervisor
- Guest Services Manager
- Reservations Manager
- Concierge
- Guest Relations Officer
- Front Office Manager
- Front Office Trainer or Supervisor
- Hotel Operations Coordinator
These roles involve managing front desk operations, ensuring exceptional guest experiences, handling reservations, supervising staff, and maintaining the safety and security of guests and the property. Graduates play a crucial role in creating positive first impressions for guests and ensuring their overall satisfaction during their stay.