Certificate in Front Office Operations

Certificate in Front Office Operations

Introduction

Front Office Department plays a vital role in a hotel throughout a guest stay being the first and the last department where a guest interacts to create an overall hotel’s image and reputation. The Front Office Department is also responsible for creating first hand impressions regarding the level of services and facilities provided even before the guest stepped into the hotel. Being the façade of a hotel, this department is responsible for answering enquiries, providing information, redirecting queries, handling complaints etc.

Aside from possessing interpersonal and communication skills, a successful front office personnel should also be knowledgeable of accounting, auditing, planning and evaluating its operations while applying basic room revenue management concepts to increase revenue. An apt front office personnel also has a role in recruiting, hiring and training her or his team to provide the best service.

As hospitality is ever evolving and demanding, the pace at which guest technology has also increased dramatically as our guests are expecting that unbeatable experience during their stay and yet not losing the human touches and connectivity experiences that our industry is well known for. Henceforth, the role of a skilled professional Front Office personnel has become ever more.

Certificate Assessment Criteria

As with most structured learning experiences, participants in the Certificate programme will have to successfully meet the requirements for certification as follows:

- Achieve 100% attendance for each module
- Successfully complete all project work, assignments & tests.

Who Should Attend?

This program Is designed for industry personnel who has experience in a hotel front office department and at least hold a supervisory position.

Organization

MAH Training & Education Center

Outcome

Upon completion of the program, participants will be able to plan, manage and evaluate front office operations tasks.

- Upgrade the participants’ personal and career development
- Instil a learning attitude amongst the participants
- Cultivate the inquisitive mindset amongst the participants
- Foster interaction appropriately and effectively in both social and working situations
- Boost confidence among participants in communication
- Make establishment a better workplace for the participants

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No	Topic	Topic Description
1	Understanding Front Office Operations	Classifying Functional Areas Rooms Division Front Office Operations
2	Guest Experience Cycle	Pre – arrival Arrival Occupancy Departure
3	Front office Accounting and Auditing	Front Office Accounting General Concept Credit Monitoring Auditing
4	Planning and Evaluating Operations	Management Functions Planning Evaluating
5	Revenue Management Concept	Revenue Management Concept Benefits of Revenue Management Revenue Management Methods Elements of Revenue Management Strategies
6	Managing Human Resources	Recruitment Selection Evaluating Applicants Orientation
7	Importance of Front Office Technology	Front Office Technology Property Management Systems (PMS)
8	Enhancing Guest Experience	Service Excellence Good Guest Services and Relations Guests of Tomorrow

Expert

Henny Ong

Henny Ong is holding his Master Degree (MBA) major in Human Resources Management, specialized in Training and Learning. Up to date, he has completed 10 Diplomas in various fields of academic studies and research. His 30 years plus of experience in the industry come from 10 different operations, organizations and brands in Singapore, Penang, Hong Kong and China, then back to Malaysia. He is an associate member of Malaysian Institute of Management (MIM), member of Malaysia Society of Occupational Safety & Health (MSOSH), and member of Malaysian Institute of Human Resource Management (MIHRM).