LAPT
London Academy of Professional Training
LAPT Hospitality Centres
Code-031 Certificate in Front Desk Management (@)
Who Is It For
This certification is aimed at current front desk staff, receptionists, or aspiring hospitality managers who possess basic industry experience and seek to advance their careers in front desk management. It is ideal for professionals looking to enhance their practical skills and improve their effectiveness in guest service roles.
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Demo Subject
Understanding Front Desk Operations in Hospitality
6 classes
1.1 Identify Key Roles and Responsibilities of Front Desk Staff
1.2 Explore Essential Front Desk Equipment and Technology
1.3 Examine Front Desk Procedures for Guest Check-In and Check-Out
1.4 Analyze Effective Communication Techniques for Front Desk Operations
1.5 Implement Problem-Solving Strategies for Common Front Desk Scenarios
1.6 Assess Customer Service Principles to Enhance Guest Experience at the Front Desk
Customer Service Excellence in Front Desk Management
6 classes
2.1 Understand the Principles of Customer Service Excellence
2.2 Identify Key Skills for Effective Front Desk Management
2.3 Recognize Common Customer Needs and Expectations
2.4 Develop Strategies for Effective Communication with Guests
2.5 Handle Customer Complaints with Empathy and Professionalism
2.6 Implement Best Practices for Front Desk Operations
Reservation Systems and Front Desk Technology
6 classes
3.1 Understand the Basics of Reservation Systems
3.2 Explore Different Types of Front Desk Technology
3.3 Identify Key Features of Effective Reservation Software
3.4 Compare Cloud-Based versus On-Premises Systems
3.5 Implement Best Practices for Front Desk Operations
3.6 Troubleshoot Common Issues in Reservation Systems
Conflict Resolution and Problem-Solving Skills
6 classes
4.1 Identify Common Sources of Conflict in Front Desk Management
4.2 Analyze Different Conflict Styles and Their Impact
4.3 Apply Active Listening Techniques to Resolve Concerns
4.4 Develop Effective Communication Skills for Conflict Resolution
4.5 Implement Problem-Solving Strategies for Front Desk Scenarios
4.6 Role-Play Conflict Resolution: Practice and Feedback Session
Performance Metrics and Management in Front Desk Roles
6 classes
5.1 Identify Key Performance Indicators for Front Desk Roles
5.2 Analyze the Importance of Customer Satisfaction Metrics
5.3 Evaluate Front Desk Efficiency Through Time Management Metrics
5.4 Implement Feedback Mechanisms for Continuous Improvement
5.5 Develop Action Plans Based on Performance Data
5.6 Apply Performance Metrics to Real-World Front Desk Scenarios
Assessment Breakdown
60%
Theory
30%
Practical
10%
Project
Passing Mark: 300 / 500 (60%)
Methods: Written Examination, Practical Assignment, Portfolio Assessment
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM