This course is also called with other names like front office management, front office operation, etc. The front office or reception is an area where guests arrive and first interaction with staff at a place of the hotel management business.
Front office staff have to deal with each and every question the visitor has and put them in contact with a relevant person the organization. Broadly speaking, the front office includes roles that affect the revenues of the hotel management business. The term front office is in contrast to the term back office which usually refers to a hotel’s operations, personnel, housekeeping, maintenance, accounting, payroll, and financial departments which do not interact directly with customers.
The front office or reception area professionals receive information about the customers and will then pass this on to the relevant department within the organization. The front office can also contact the marketing or sales department if the customers have any queries. The organization needs to give training to the front office manager as this position will come in contact with customers the most.
The most common work for the front office staff will be to being in touch with customers and help out internally the hotel. Staff working at the front office or reception area can also deal with simple tasks, such as printing and typing tasks and sorting emails. Even though front office staff only need to perform tasks such as answering the phone, using the printer and fax machine, training is still needed for these tasks to communicate with utmost perfection.
Diploma in Front Office course is related to imparting knowledge about the service delivery system, where employees need to engage with customers. It uses the parameter of labor identity to figure out the distinctive characteristics of the service.
Diploma in Front Office is a 6 month to 1.5year course that has in-depth analysis in front-office operations. This is a completely a job oriented diploma course. The candidates aspiring to take up this course should possess the eligibility criteria as they must have completed either 10th or 12th education with a minimum aggregate score of 55%. Then only they can get admission to a hotel management institute in Hyderabad after 12th to pursue a diploma in the front office.
The admission process of this front office course is carried out based on the candidate’s performance in their high school exams. Some institutes may also consider their entrance exam score. Also separate entrance exams were conducted by some top hotel management institutes in Hyderabad to admit a student.
The only motto of the Front Office course is to introduce the students to the systems and procedures required for Front Office Operations. It will stress the importance of standards in personal qualities and the provision of customer service. Students get imparted with knowledge and skills in reception procedures as well as understanding the key legislation that relates to reception procedures.
The average course fee charged for this course is between INR 40,000 – 1,75,000 for the span of 6 months to 2 years. The candidates on successful completion of this course are put to a wide range of employment areas like hotels, corporate offices, cruise, resorts, travel agencies, and restaurants, etc.
The candidates having completed their 12th standard with any subject as their major discipline with at least 45% marks obtained in their exams are eligible for this course. Some institutions also consider the score in the entrance tests conducted by themselves or by government institutes based on the subjects covered and may consider that scores also.