Front Office Procedures


This programme is designed to give an overall insight into a business oriented organization’s operation and the day to day function of front office personnel.


Upon completion of the programme, participants should display a high level of professionalism, courtesy, efficiency and effectiveness in a front office environment. Additionally, participants will therefore have a greater sense of appreciation regarding the importance of exhibiting excellent customer service to internal and external customers.

Target Group:

Receptionist, Customer Service Personnel & Administrative Staff.

Course Content:

Overview & Introduction of FOP & Types of Front Desk Staff

Office orientation

Ways of Communicating

Definition of Front Office Procedures

Roles & Characteristics of Front Office Staff

Telephone Etiquette & Speaking Effectively

What do PBX Operators do

Time Management & Multi- tasking

Customer Service Excellence

The Importance of IT in Business

Glossary for Front Office course


Group work, home assignments, class assignment/quiz & final exam.

Additional information


8 weeks


Heidi Phillip- Daniel
BSC in Business / MBA

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