Front Office Training –
Serve with Confidence
Learn how to create lasting first impressions, handle guest inquiries and upsell with confidence.
This program is designed to empower Front Office professionals with the confidence, communication skills, and service techniques that transform everyday interactions into exceptional guest experiences. Through our step-by-step video lessons, your team will master the art of welcoming guests, handling enquiries efficiently, and representing your brand with professionalism. For hotels, the return is clear — higher guest satisfaction, stronger online reviews, improved conversion rates, and a more motivated, confident team that turns service into sales opportunities.
Why Learn Front Office Skills?
Front Office is the heart of every hotel — it’s where first impressions are made, and where lasting guest relationships begin. Whether you’re welcoming guests, handling enquiries, or managing check-ins and check-outs, the way your front office team communicates defines your property’s reputation.
Developing strong Front Office skills builds confidence, professionalism, and consistency across every interaction. You’ll learn how to engage guests with warmth and efficiency, handle challenges with ease, and create experiences that inspire repeat visits and positive reviews.
Each of our video lessons focuses on a different aspect of the Front Office role — from effective communication and guest engagement to upselling techniques and handling difficult situations — all designed to help your team deliver outstanding service, every time.
First Impression
Introduction to First Impressions
Making a Great First Impression
The 7-Second Rule
The Importance of a Smile
Image & Personality
Professionalism 101
Product Knowledge – knowing your property and local area
Communication Methods
Introduction to Communication Methods
Pros & Cons of Communication Methods
Telephone & Voice Techniques
Answering the Call Professionally
Putting Calls on Hold
Communication Excellence – Verbal & Non-Verbal Skills
How to Build Rapport
Introduction: How to Build Rapport
Knowing Your Customers: Shopper Categories
Getting Someone’s Name Right
Building Rapport Tips
Creating Exceptional Guest Experiences
Identifying Customer Needs
How to Identify Customer Needs
Why Identifying Needs Matters
Asking the Right Que0stions (Basics & Next Level)
The “Tell Me About” Technique
Determining Guest Needs Before They Do
Building the Perfect Guest Profile
Creating Your Customer Cheat Sheet
Summarise & Check Availability
Introduction to Summarise & Check Availability
How to Summarise Effectively
Why Summarise & Check Before You Upsell
Using Active Listening to Go Above & Beyond
Checking Availability & Offering Alternatives
Checking Availability Like a Professional
Using PMS Tools to Enhance Guest Experience
Make Recommendations
Introduction to Making Recommendations
Offering the Right Rate for the Right Customer
Offer the Highest Rate First (With Confidence)
Selling the Benefits, Not Just the Features
Overcoming Fear or Uncertainty When Quoting Rates
Practice: Turning Features into Benefits
Effective Up-Selling & Cross-Selling
Introduction to Effective Up-Selling & Cross-Selling
When to Upsell or Cross-Sell
How to Upsell Effectively
Top 6 Tips for Successful Up-Selling
Converting The Booking
Introduction to Converting the Booking – importance of asking for the sale
Overcoming the Fear of Closing – confidence and mindset
Three Types of Closers – FOMO, Indecisive, and Safety closes
Closing Methods & Practice – simple scripts and repetition techniques
Objection Handling
Introduction & Mindset – understanding what objections really mean
Common Hotel Objections – price, loyalty, distance, noise, etc.
Four-Step Framework – listen, understand, respond, confirm
Let Them Feel Heard & Start the Conversation – empathy and tone
Be Honest & Start with the End – outcome-driven resolution
Share Testimonials & Wrap-Up – using social proof to rebuild trust
Confirm The Booking
Introduction: Confirm the Booking
The Key Steps in Confirmation
Describing the Booking Details Clearly
The Confirmation Process
100% Online
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TESTIMONIALS
What others are saying
"Loved the training experienced!"
"Sandra brought a refreshing and highly effective approach to sales and service training at Song Hotel. Her sessions inspired our front-line team to take greater ownership of the guest experience while identifying new sales opportunities through genuine connection and confidence. The results have been outstanding — a stronger, more motivated team delivering exceptional results."
- JON ACKARY
GENERAL MANAGER
"Fantastic and awesome training"
“The Constance team found the Hotel Academy Front Office Training incredibly valuable. It gave our staff practical tools to engage confidently with guests, handle inquiries professionally, and elevate our overall guest experience. We’ve already seen a noticeable lift in team motivation and service delivery.”
- GIORGIO ROMEIN
GENERAL MANAGER
"Confidence That Lasts Beyond the Training Room"
“Sandra provided a front-line sales & Customer Service training program that encouraged our staff to think differently about upselling and cross selling and built confidence across the team on how to successfully convert new business while enhancing the customer experience.”
- KYLIE STEVER
GROUP DIRECTOR OF SALES
Ready to Elevate Your Hotel’s Guest Experience?
Start training your team today and watch them grow into confident, capable hospitality professionals.
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