This course covers the knowledge, skills and attitudes in Front Office services NC II in accordance with Enterprise standards. It covers basic, common and specialized (core) competencies such as receive and process reservations, operate computerized reservation system, Provide accommodation reception services, conduct night audit, provide club reception services, and provide porter services.
At the end of the course, the students should be able to:

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1.    Obtain and convey workplace information
2.    Complete relevant work related documents
3.    Participate in workplace meeting and discussion applying gender-fair language
4.    Follow routine spoken messages
5.    Perform workplace duties following written notices
6.    Describe and identify team role and scope, identify individual role and responsibilities within a team
7.    Describe and work as a team member
8.    Develop effective workplace relationship including personal values and beliefs related to gender
9.    Contribute to work group activities
10.    Discuss the differences between sex and gender
11.    Discuss gender identity and sexual orientation
12.    Analyze the different manifestation of gender inequality in TVET and in society
13.    Discuss gender and rights based approach to sexual and reproductive health

         including HIV – AIDS awareness and prevention
14.    Integrate personal objectives with organizational goals
15.    Set and meet work priorities
16.    Maintain professional growth and development
17.    Describe the purpose of work
18.    Identify and deal with ethical problems
19.    Apply work values and gender sensitivity
20.    Maintain integrity of conduct in the workplace
21.    Integrate personal objectives with organizational goals
22.    Set and meet work priorities
23.    Maintain professional growth and development
24.    Sort and remove unnecessary items
25.    Arrange items
26.    Maintain work areas, tools and equipment
27.    Follow standardized work process and procedures
28.    Perform work spontaneously
29.    Seek information on the industry
30.    Update industry knowledge
31.    Follow hygiene procedures
32.    Identify and prevent hygiene
33.    Plan and prepare for task to be undertaken
34.    Input data into computer
35.    Access information using computer
36.    Produce/output data using computer system
37.    Maintain computer equipment and system
38.    Follow workplace procedures for health, safety and security practice 
39.    Deal with emergency situations
40.    Maintain safe personal presentation standards
41.    Greet customer
42.    Identify customer needs
43.    Deliver service to customer
44.    Handle queries through telephone, fax machine, internet and email
45.    Handle complaints, evaluation and recommendations
46.    Receive reservation request
47.    Record details of reservation
48.    Update reservations
49.    Advise others on reservation details
50.    Computerize reservation system is operated based on property standards
51.    Computerize reservation system is operated based on property standards
52.    Create and process reservations
53.    Send and receive
54.    Reservation communications
55.    Prepare reception area for guest arrival
56.    Welcome and register guests
57.    Computerize reservation system is operated
58.    Perform “During Stay” functions
59.    Organize guest departure
60.    Prepare front office records and reports
61.    Process internal financial transactions
62.    Complete routine records and reports
63.    Provide information on club services and process membership
64.    Monitor entry to club
65.    Handle guest arrivals and departures
66.    Handle guest luggage
67.    Respond to request for concierge services
68.    Prepare guest folio
69.    Collect cash, cash equivalent or non-cash transactions
70.    Process receipts and payments
71.    Reconcile financial transactions at the end of the shift