Front Office Service: Customer Service

1. Verbal Means
a. Appropriate greetings
b. Proper guest identification
c. Professional conversation

2. Visual Means
a. Grooming Standards
b. Body Language
c. Non-verbal communication

3. Guest Conflict Resolution

a. Grace under pressure
b. Handling guest concerns
c. Irate guest management
d. Indecency
e. Good conflict resolution

4. Diversity Awareness
a. Diversity Training
i. Sex/Gender
ii. Race
iii. Age
iv. Economic Status
v. Education

5. Management’s Role in Guest Service

a. Issue escalation and de-escalation

Course Assessment

1. Role Play
2. Case Analysis
3. Oral Recitations
4. Quiz
5. Exam

Prepared by: Emir Rasgo