The Front Desk Agent eLearning program is designed to equip individuals with the skills and knowledge necessary to excel as front desk agents in the tourism sector. The learning content is based on the Front Desk Agent National Occupational Standards and was developed in consultation with industry experts and practitioners. Completion of all modules results in a Certificate of Achievement.
The eLearning program consists of ten modules:
- Orientation Covers the core responsibilities of a front desk agent, types of hospitality properties, staff and guest policies, and the impact of legislation.
- Guest Services Focuses on promoting property amenities, explaining in-room features, handling room transfers and wake-up calls, securing guest valuables, managing lost and found services, and handling luggage.
- Sales Teaches how to understand room rates and types, determine guest needs, suggest upgrades, and close sales.
- Reservations Covers taking reservations, modifying them, updating client profiles, canceling reservations, and collecting feedback. A supplementary vocabulary builder is available for this module.
- Arrivals Focuses on preparing for guest arrivals, reviewing reservations, updating room inventory, assigning rooms, communicating with other departments, checking in guests and groups, and handling over-bookings and walk-ins. A supplementary vocabulary builder is available for this module.
- Departures Covers preparing for departures, checking out individual guests and groups, and processing guest payments.
- Administrative Procedures Includes shift change procedures, handling room keys/cards, receiving deliveries, and managing communication devices.
- Financial Transactions Focuses on adding charges to guest accounts, providing currency exchange, managing cash floats, following cash-out procedures, and preventing fraudulent transactions.
- Security Covers protecting guest privacy, responding to suspicious activity, providing security for guest rooms, and managing room keys.
- Safety Teaches safe work practices, injury prevention, and how to respond to emergencies like fires, natural disasters, and hazardous materials.
In addition to the eLearning modules, there is a downloadable document containing the National Occupational Standards for Front Desk Agents. There are also supplementary vocabulary builders for Arrivals and Departures, and Reservations.