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.
Receptionist, Customer Service Personnel & Administrative Staff.
Overview & Introduction of FOP & Types of Front Desk Staff
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.
Heidi Phillip- Daniel