Address:
Top Floor, Belgium Square, Near Lords Plaza Hotel, Delhi Gate, Ring Road, Surat-395003, Gujarat, India.
- Home
- Academic
- Diploma in Hotel Management
- Front Office Operations
Diploma in Front Office Operation Management
The Diploma in Front Office Operation Management is a specialized program designed to equip students with essential skills for managing front office operations in hotels, resorts, corporate offices, and other hospitality sectors. The course covers key areas such as guest relations, reservation systems, communication skills, billing procedures, and customer service excellence.
Eligibility
10th Pass or Fail or equivalent
Intake
60 Seats
Duration
year (6 months classroom teaching + 6 months training)
Batch
Full Time
What is Front Office Operation Management?
Front Office Operation Management is the backbone of customer-facing operations in the hospitality and service sectors. It encompasses all activities related to guest reception, reservations, communication, and administrative coordination, serving as the critical interface between an organization and its clients. As the first and last point of contact, the front office shapes customer experiences, influences satisfaction levels, and impacts business reputation.
For those seeking a dynamic career, Front Office Operation Management offers diverse opportunities with growth potential. Specialized training, such as a Diploma in Front Office Operations, equips professionals with the technical and soft skills needed to excel in this customer-centric field.
Core Functions of Front Office Management
The front office serves as the operational hub of hospitality establishments, performing several critical functions to ensure smooth guest experiences. At its core, guest services form the foundation, encompassing check-in/check-out procedures, room allocations, and fulfilling special requests to create seamless stays. Modern front offices rely heavily on sophisticated reservation systems that manage bookings across multiple channels - including phone, email, and online platforms - through specialized property management software like Opera PMS. Equally vital is customer relationship management, where staff address inquiries, resolve complaints, and maintain positive interactions that build guest loyalty. The financial aspect involves meticulous handling of billing processes, including payment collection, invoice generation, and maintaining precise transaction records. Perhaps most crucially, front office teams act as the central coordination point, working closely with housekeeping, maintenance, and food & beverage departments to ensure all guest needs are met efficiently and all operational aspects align perfectly to deliver exceptional service. These interconnected functions collectively create the professional, welcoming environment that defines quality hospitality operations.
Affiliation By American Hotel & Lodging Educational Institute (AHLEI)
American Hotel & Lodging Educational Institute (AHLEI)was established in 1953, the Educational Institute, one of the finest nonprofit member
Founded in 1953, the American Hotel & Lodging Educational Institute (AHLEI) is a leading nonprofit provider of hospitality education, training, and certification worldwide. As a key benefit of the American Hotel & Lodging Association, AHLEI delivers high-quality resources—including courses, videos, seminars, textbooks, and study guides—for all hospitality career levels.
Contact with us for Admission and Enquiry
The Degree course in Hospitality Studies at Lords Institute of Management Surat is offered in collaboration with American Hotel & Lodging Educational Institute degree program aims to pursue a professional degree more accessible and convenient
Frequently Ask Question’s
What is the main role of the front office?
The front office's primary responsibility is to assist guests and customers. Staff handle in-person and phone interactions, help with bookings and inquiries, and provide general support. They also manage administrative tasks like organizing documents and coordinating logistics to ensure smooth operations. Their key focus is delivering excellent service and creating a positive experience for visitors.
How does the front office handle guest complaints?
When a guest raises a complaint, the front office staff listen actively and empathetically to understand the issue. They apologize sincerely, even if the problem isn’t directly their fault, to show the guest they are valued. Depending on the situation, they offer immediate solutions—such as a room change, complimentary service, or discount—or escalate the matter to a supervisor. Staff document the complaint for follow-up and ensure the guest receives feedback. The goal is to resolve issues promptly, turning a negative experience into a positive one to maintain the hotel’s reputation and guest satisfaction.
What is a Property Management System (PMS)?
A Property Management System (PMS) is specialized software used by hotels to streamline front office operations. It centralizes tasks such as room bookings, guest check-ins/check-outs, rate management, and billing. The PMS also tracks housekeeping status, manages inventory, and generates reports on occupancy and revenue. By automating these processes, the system reduces manual errors, saves time, and improves efficiency. Popular PMS platforms include Opera, Cloudbeds, and RoomKeyPMS. Front desk staff must be trained in using these systems to ensure smooth daily operations and enhance the guest experience.