Front Office Management

Modules & Key Topics

1. Introduction to Tourism & Hotel Management
• Overview of the hospitality and tourism industry principles
2. Personal Hygiene, Health & Safety
• Standards of personal presentation and health protocols
• Workplace safety norms
3. Organization of Front Office Department
• Structure and roles within the front office team
• Coordination with other departments (e.g., housekeeping, F&B, security)
4. Reservation & Registration
• Guest check-in and check-out procedures
• Use of reservation systems and front office software (PMS/CRS)
5. Reception Procedures & Communication
• Guest greeting and interaction techniques
• Telephone etiquette and report writing
6. Secretarial Skills & Personal Presentation
• Administrative tasks and professional communication habits
7. Safety & Security Awareness
• Understanding security roles and responses within front office operations
8. Bangladesh Culture & Heritage in Guest Service
• Incorporating local traditions into guest engagement
9. Uniformed & Concierge Services
• Managing guest assistance and concierge service protocols
10. Guest Relations & Communication
• Maintaining guest satisfaction and handling inquiries
11. Front Office Accounting & Night Audit
• Basic financial procedures such as billing and auditing
12. Planning, Evaluation & Revenue Management
• Monitoring front office operations and applying yield management principles
13. Standard Operating Procedures (SOP)
• Following established protocols for consistency and quality