PROFICIENCY DIPLOMA IN RECEPTION AND FRONT OFFICE SERVICE

Course Duration: 4 to 6 months (16 to 24 weeks)
Course Fee: 30,000 Kenyan Shillings
Weekly Commitment: Minimum of 2 hours per day
Course Overview:
This course is designed to equip students with practical skills and knowledge necessary for managing reception and front office services. It covers essential topics such as communication, customer service, office administration, and the use of modern technology in front office management.

Semester 1: Core Front Office Skills

Week 1-4: Introduction to Reception and Front Office Services

Role and Responsibilities of a Receptionist
Front Office Operations and Procedures
Effective Communication Skills
Practical Exercises: Simulating front desk interactions

Week 5-8: Customer Service and Interaction

Fundamentals of Customer Service
Handling Inquiries and Complaints
Managing Difficult Situations with Professionalism
Practical Exercises: Role-playing customer service scenarios

Week 9-12: Office Administration

Document and Record Management
Scheduling and Appointment Coordination
Telephone Etiquette and Call Handling
Practical Exercises: Organizing office schedules and documents

Week 13-16: Technology in Front Office

Introduction to Office Management Software (e.g., Microsoft Office)
Email and Communication Tools
CRM Systems for Front Office Management
Practical Exercises: Using software tools for front office tasks

Semester 2: Advanced Front Office Practices

Week 1-4: Hospitality and Guest Services

Basics of Hospitality Industry Standards
Guest Relations and Concierge Services
Managing Check-ins and Check-outs
Practical Exercises: Managing guest interactions in a simulated environment

Week 5-8: Event Coordination

Planning and Organizing Small Events
Managing RSVPs and Guest Lists
Coordinating with Other Departments
Practical Exercises: Organizing a small event or meeting

Week 9-12: Office Management and Professional Development

Supervising and Training Front Office Staff
Budgeting and Resource Allocation for Front Office
Developing Professionalism and Career Growth
Practical Exercises: Creating a front office management plan

Week 13-16: Capstone Project

Applying Skills in a Real-World Scenario
Designing and Implementing a Front Office Improvement Plan
Final Presentation and Evaluation
Practical Exercises: Presenting the capstone project to peers

Certification:
Upon successful completion of the course, students will receive a "Proficiency Diploma in Reception and Front Office Service," recognizing their skills in managing reception and front office operations, providing excellent customer service, and handling administrative tasks in a professional environment.