This 24-hour, non-accredited programme is designed to develop professional front-office staff capable of delivering exceptional guest experiences in hospitality settings.

Participants gain practical skills in guest interaction, reservations handling, check-in and check-out procedures, communication techniques, upselling strategies, and complaint handling.

Through simulations, case studies, and role-play, learners build confidence in managing real-life guest scenarios while maintaining professionalism and efficiency.

• Receptionists and front-desk staff
• Concierge and guest service personnel
• Customer service staff

✔ Strong guest communication skills
✔ Confidence in front-office procedures
✔ Effective complaint handling
✔ Improved service consistency

• 24 hours (6 sessions × 4 hours)
• Role-play and simulations
• Case-based learning