Course Outline:

Module 1: The Art of the Arrival & Pre-Arrival Excellence

• The psychology of first impressions: Creating a welcome feeling

• Mastering the pre-arrival process: reviewing reservations, blocking rooms, and preparing key packets

• Body language, tone of voice, and professional presentation at the front desk

• Practical Workshop: Role-playing the perfect greeting

Module 2: Mastering the Check-in Process

• Step-by-step guide to a seamless check-in: ID verification, payment methods, and paperwork

• The art of the room assignment: upselling, managing preferences, and handling availability issues

• Opera PMS Practical: Creating a reservation, check-in, and assigning rooms

• Case Study: Handling a fully booked hotel and an overlooked reservation.

Module 3: During the Stay & Check-out Fundamentals

• The role of the front desk during the guest's stay: key requests, folio inquiries, and incidentals

• Preparing for departure: reviewing folios, pre-arrival express checkout offers

• The checkout procedure: resolving final payments, soliciting feedback, and farewell

• Opera PMS Practical: Posting charges, processing checkouts, and managing invoices

Module 4: Handling Complex Scenarios

• Managing guest complaints during high-pressure moments (e.g., room not ready, billing disputes)

• Procedures for handling late check-outs, early arrivals, and day-use rooms

• Managing group arrivals and departures efficiently

• Simulation Exercise: A complex check-in scenario with multiple issues to resolve.

Module 5: Technology, Efficiency, and Creating Lasting Impressions

• Leveraging technology: online check-in, kiosks, and mobile key integration

• Efficiency hacks: organizing the work station, managing queues, and team communication

• Turning a checkout into a future booking: the art of the farewell

• Final Assessment: A comprehensive practical test on Opera PMS and a graded role-play.