In-house trainingFront Office Excellence
Key Outcomes
Convert enquiries into direct bookings
E.g., answer a WhatsApp enquiry with a personal reply, two room options and a clear next step to book on your own channel.
Run a smooth check-in and check-out
E.g., confirm arrival time before the stay, collect only the guest data you need, and close with a warm farewell.
Offer upgrades naturally
E.g., "I have a higher-floor room with a view for a small difference. Would you like to see it?"
Recover quickly when something goes wrong, using HEARD (Hear, Empathise, Apologise, Resolve, Diagnose)
E.g., the room isn't ready, so offer a drink, give a time and update the guest.
Why teams need this
Front office meets the guest at the start, at the end, and whenever something breaks in between. Slow or vague enquiry replies drift to booking sites. Check-in means queues and forms. Upgrades are offered awkwardly or not at all. When something goes wrong, the guest has to ask twice. J.D. Power's 2020 data shows overall satisfaction falling 66 points on average when no pre-stay communication is received. The peak-end rule (Kahneman and colleagues) says people judge an experience heavily by its peak and its ending, so arrival and check-out matter. One study found the rule is not an outstanding predictor, and it may not hold for day-long experiences like hotel stays.