Front Office Operations & Guest Services Training Seminar

1 Day – Classroom | Interactive Seminar
HRDCorp SBL Khas Claimable Module

OVERVIEW

This comprehensive 1-day training seminar is tailored to equip all hotel frontliners and guest service professionals with the essential skills, communication strategies, and operational knowledge required to deliver exceptional guest experiences. Participants will explore the fundamentals and advanced applications of hospitality communication, interdepartmental collaboration, reservation management, and guest handling through immersive and practical sessions.

The seminar also emphasizes emotional intelligence, mental health at work, and crisis-handling strategies to maintain high performance during high-stress moments.

LEARNING OUTCOMES

By the end of this seminar, participants will be able to:

  • Demonstrate enhanced verbal and non-verbal communication skills to improve guest interaction.
  • Handle challenging guest complaints and service recovery professionally.
  • Apply grooming standards and brand etiquette to uphold hotel image.
  • Understand and utilize Hotel Management System (HMS) effectively in daily tasks.
  • Navigate and manage multiple booking channels (OTA, direct, GDS, etc.).
  • Interpret and explain hotel room pricing, including ADR (Average Daily Rate) and ARR (Average Room Rate).
  • Coordinate efficiently with housekeeping, F&B, engineering, and sales for smooth daily operations.
  • Improve time and stress management, particularly during peak or crisis periods.
  • Strengthen team coordination and guest journey mapping across departments.
  • Cultivate mental resilience and develop emotional regulation practices for job sustainability.

LEARNING METHODOLOGY

  • Interactive Lectures – Insightful content sharing by a certified hospitality trainer.
  • Case Studies & Group Activities – Simulated hotel scenarios and situational problem solving.
  • Role Plays & Live Practice – Engaging real-life reenactments to enhance guest interact.
  • Practical Worksheets – Guided practice on ADR/ARR calculation, booking flow, and interdepartmental tasks.
  • Open Q&A + Peer Learning – Safe space for frontliners to share experiences and learn from one another.
  • Mindfulness Activity – Closing the session with a light self-regulation mental health exercise.
Features
  • Date
    9th December, 2025
  • Time
    9:00 Am – 5:00 Pm
  • Duration
    1 Day (8 hours)
  • Language
    English & Bahasa Malaysia
  • Venue
    MENARA MBMR Unit 13-03 : Jalan Syed Putra, 58000 Kuala Lumpur
Who Should Attend
  • Front Office Team
  • Guest Services Team
  • Concierge
  • Reservation Team
  • Sales Team
Entry Fee

Seminar : RM880.00 per person

    • Inclusion :-
      • -8hours F2F Seminar at ASK-HRD Academy
      • -1 Executive Lunch + 2 Coffee Breaks
      • -Unlimited Q&A Session
      • -HRDCorp Accredited Trainer
      • -Case Studies
      • -Interactive Presentation
      • -Certificate of Attendance.
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Itinerary
First Half Day

9:00 AM – 1:00 PM | Module 1: Hotel Guest Communication Excellence

Key Topics:

      • Verbal & non-verbal communication skills
      • Greeting etiquette and body language
      • Cultural sensitivity and language barriers
      • Active listening and empathetic responses
      • Telephone etiquette and email professionalism

Activity:

      • Roleplay: Handling check-in/check-out scenarios with different guest personas (VIP, family, business traveler, etc.)
      • Listening game to practice attention to guest cues

Purpose:

      • Build confidence in guest interactions and develop communication that reflects the hotel’s brand image and service standard.

Module 2: Mastering Grooming & Professional Hospitality Image

Key Topics:

      • Grooming standards and dress code compliance
      • Personal hygiene and body language awareness
      • Creating positive first impressions
      • Representing the brand professionally in all guest interactions

Activity:

      • Grooming checklist walk-through
      • Mirror check and self-evaluation with peer feedback

Purpose:

      • Ensure all front-facing staff reflect the hotel’s identity, contributing to overall guest satisfaction from first contact.

Module 3: HMS, Booking Channels & Room Pricing Fundamentals

Key Topics:

      • Introduction to the Hotel Management System (HMS/PMS) functions
      • Booking sources: Direct, OTA (e.g. Agoda, Booking.com), GDS, corporate and walk-ins
      • Importance of data accuracy and system entries
      • Understanding and calculating ADR, ARR, and occupancy
      • Price differentiation and upselling techniques

Activity:

      • Booking simulation via different channels
      • ADR/ARR calculation worksheet

Purpose:

      • Empower staff to understand the flow of bookings, their impact on revenue, and how to optimize their use of the HMS system for efficiency and accuracy.

Module 4: Product Knowledge & Internal Collaboration

Key Topics:

      • In-depth knowledge of room types, amenities, F&B outlets, promotions, and local attractions
      • Aligning with F&B, Housekeeping, Engineering, and Sales to meet guest requests
      • Preparing for VIP arrivals and event check-ins
      • Daily briefings, shift handovers, and communication tools (logbook, WhatsApp, walkie-talkies, etc.)

Activity:

      • Mock hotel briefing & shift handover with checklist
      • Mini quiz on hotel facilities and services

Purpose:

      • Equip staff to confidently answer guest inquiries, promote hotel services, and work seamlessly with other departments for smooth daily operations.
Second Half Day

(2:00 PM – 5:00 PM) | Module 5: Managing Difficult Guests & Service Recovery

Key Topics:

      • Understanding guest psychology and expectations
      • Conflict de-escalation and empathy
      • Turning complaints into service recovery opportunities
      • Escalation paths and documentation practices
      • Differentiating between demanding vs abusive behavior

Activity:

      • Roleplay: Handling angry guest demanding refund, late check-out denial, or noise complaint
      • Group brainstorm: What went wrong? How to recover?

Purpose:

      • Build emotional intelligence and professional calmness in high-stress guest situations, while protecting staff dignity and company policy.

Module 6: Mental Wellness, Crisis & Stress Management for Frontliners

Key Topics:

      • Common mental health challenges in hospitality
      • Recognizing signs of burnout and fatigue
      • Stress relief techniques for daily work
      • Crisis communication during emergencies or peak periods
      • Team-based mental health support and emotional regulation

Activity:

      • Breathing & grounding exercise
      • Team “support map” – identifying who to talk to in stress situations
      • Guided reflection: My stress triggers & how I cope

Purpose:

      • Develop awareness and tools to manage personal well-being, reduce turnover, and improve team morale and longevity in high-demand roles.
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