COURSE CODE: FGM 300

COURSE CREDIT: 3

MODE OF STUDY: ONLINE

COURSE DESCRIPTION

This course provides students with a comprehensive understanding of front desk and guest services management within hotel and hospitality environments. It equips students with the practical knowledge, professional skills, and operational techniques required to manage front desk activities, receive and assist guests, process reservations, coordinate arrivals and departures, respond to guest requests, handle complaints, and maintain high standards of guest service.

Throughout the course, students will explore key areas of front desk and guest services management, including front desk operations, guest reception and check-in, check-out and departure procedures, reservations and room booking, guest relations, customer service, telephone and digital communication, complaint handling, service recovery, front desk cashiering, guest records, privacy, safety, security, emergency procedures, and operational excellence. Emphasis is placed on practical procedures, professional communication, problem-solving, service standards, accuracy, teamwork, and effective guest relationship management.

WHY THIS COURSE IS IMPORTANT

The front desk is one of the most important points of contact between a hotel and its guests. Front desk professionals are responsible for creating positive first impressions, providing accurate information, processing guest arrivals and departures, managing reservations, responding to guest concerns, and coordinating with other departments to ensure that guests receive efficient and professional service.

In today’s competitive hospitality industry, organizations require professionals who can communicate effectively, manage guest expectations, resolve service problems, handle front desk transactions accurately, and maintain professionalism in challenging situations. This course prepares students to perform essential front desk and guest service responsibilities while developing the practical skills required to contribute to efficient hotel operations and positive guest experiences.

COURSE OBJECTIVES

Upon successful completion of this course, students will be able to:

• Understand the fundamental principles and practices of front desk and guest services management.
• Apply professional procedures for welcoming, registering, and assisting hotel guests.
• Process guest arrivals, departures, reservations, room changes, and other front desk transactions.
• Demonstrate effective communication techniques when interacting with guests.
• Apply customer service principles to different guest situations and service environments.
• Handle guest complaints and develop appropriate service recovery responses.
• Manage telephone, email, and digital guest communications professionally.
• Apply appropriate procedures for front desk cashiering and payment transactions.
• Maintain accurate guest records while protecting guest privacy and information.
• Coordinate effectively with housekeeping, maintenance, reservations, and other hotel departments.
• Apply appropriate safety, security, and emergency procedures at the front desk.
• Promote service excellence, professionalism, efficiency, and continuous improvement in guest services.

COURSE LEARNING OUTCOMES (CLOs)

At the end of the course, students will be able to:

• Demonstrate comprehensive knowledge of front desk and guest services operations.
• Apply professional procedures for guest reception, registration, check-in, and check-out.
• Process and manage hotel reservations and room booking information accurately.
• Demonstrate effective communication and interpersonal skills when interacting with guests.
• Apply customer service principles to create positive and professional guest experiences.
• Respond appropriately to guest complaints, difficult situations, special requests, and service failures.
• Apply effective service recovery techniques to address guest concerns and restore guest satisfaction.
• Demonstrate professional procedures for telephone, email, and digital guest communication.
• Process front desk payments, cashiering activities, and basic guest account transactions accurately.
• Maintain accurate guest records while applying appropriate privacy and information-handling procedures.
• Demonstrate an understanding of front desk safety, security, emergency response, and incident procedures.
• Coordinate front desk activities with housekeeping and other hotel departments to support efficient rooms operations.
• Evaluate front desk and guest service operations and recommend practical improvements that promote service excellence and operational efficiency.