Introduction
The front office is often the first point of interaction between customers and the organization. Customers at hotels, restaurants, hospitals or customers looking for customer service, or advisory services are greeted primarily by the front office staff. Employees engaged in integrating sales are also a part of the front office.
The front office is the customer-facing department of any organization and is often responsible for making or breaking the reputation of a business as their operations are visible to the customers and they have direct contact with the customers. It would be apt to call them the revenue-generating division of any firm.
Course Objectives
This Certificate Course in Front Office Management aims to achieve the following objectives:
- Enable the organization to “put their best face forward” and ensure consistent customer service excellence on part of the front office
- Motivate front office professionals to do their best while performing their duties with customized training
- Inculcate organization, administrative and clerical skills within the participants
- Ensure those front office professionals are instilled with extremely useful problem-solving and communication skills
- Highlight the importance of front-office management in different industries
- Teach handling of monetary transactions at the front office
- Explore the range of job roles engaged in front-office management
- Ensure systematized office operations along with smooth coordination with back-office operations
Course Methodology
This collaborative Certificate Course in Front Office Management will comprise the following training methods:
- Interactive sessions and lectures
- Presentations
- Management games
- Roleplaying/modeling
- Case studies
- Group discussions
- Problem-solving sessions
Organizational Benefits
Successful completion of a Certificate Course in Front Office Management will benefit an organization in the following ways:
- The organization will be able to witness the smooth flow of work through front office management. The front office will successfully synchronize its operations with that of other departments
- The front office is recognized as revenue generating section of a business; thus, the course will train the personnel with the best practices towards the same
- Organization can become more dynamic as front office management allows collecting information from the ever-changing business environment and implementing those changes in the daily functioning of the office
- Efficient office management training will provide clarity of authority and responsibility within the staff. This will create an orderly mechanism that will develop managers into leaders. Thus, it will promote leadership
Personal Benefits
Successful completion of the Certificate Course in Front Office Management will benefit the participants at a personal level in the following manner:
- Participants will be able to enhance their communication skills- verbal, written as well as non-verbal
- The course will develop analytical and problem-solving skills within the participants
- Develop a demeanour that will help the participants conduct themselves in a calm manner in stressful and pressured situations
Target Audience
- Front Office Managers
- Receptionists
- Office Administrators
- Office Assistants
- Cashiers
- Sales Personnel
- Customer Care Staff
- General Managers
Course Outline
Day 1
General Office Management
- Introduction to office management
- Overview of modern office
- Front office management as a part of office management
- Coordinating back office and middle office functions with the front office
- Qualifications of an office manager
Day 2
Planning of Front Office Operations
- Division of work
- Front office budgeting
- Scheduling skills
- Planning the layout
Day 3
Organization Skills Required at Front Office
- Front office procedures
- Office organization
- Records management
- Delegation and authority
- Office supervision
Day 4
Staffing the Front Office Department
- Staffing management plan
- Skills needed for front office personnel
Day 5
Evaluation of Front Office Functions
- Work measurement
- Benchmarking
- Daily operations report
Day 6
Communication Skills in Front Office
- Elements of communication
- Means of written communication
- Verbal communication
- Importance of non-verbal cues
Day 7
Use of Technology in Front Office Management
- Data processing
- Computer applications for the front office
- Word processing
- Use of spreadsheets
Day 8
Front Office Cost Cutting
- Minimizing waste
- Sharing of resources
- Digital operations
About Dubai
Dubai, located on the Persian Gulf, is one of the seven United Arab Emirates and one of the most popular tourist destinations in the world. The discovery of oil in the region has made Dubai extremely wealthy, allowing it to build the glittering skyscrapers that it is now famous for. That wealth is strongly in evidence in Dubai and visitors will see luxurious buildings and supercars aplenty. Perfect beaches and endless shopping opportunities are to key to Dubai's attractions. Flights to Dubai open up the city's cultural attractions to tourists, with beautiful mosques, museums and art galleries scattered throughout this ultra-modern metropolis.
Things to do and places to visit in Dubai
Dubai's wealth has made it famous for building ever taller buildings and creating artificial islands off its shores. The city's hotels are luxurious and shoppers will love its extensive shopping malls which showcase all the world's top brands. Dubai's attractions don't end there. Dubai also caters to adventure lovers, who can jump in a 4x4 or on a board to speed over dunes outside the city. Local culture mustn't be forgotten either, and visitors have wonderful mosques to visit and old districts to explore. All that combined means that a flight to Dubai is sure to lead to an unforgettable holiday.
When visiting Dubai, be sure to:
- Go to the observation deck of the Burj Khalifa, the tallest building in the world.
- Admire the intricately beautiful Grand Mosque, which has the tallest minaret in the city.
- Understand the local history and culture with a visit to the Dubai Museum.
- Discover objects from the 6th century at Jumeirah Archaeological Site.
- Go skiing – That's not a joke, the Mall of the Emirates houses a snowdome.
- Go shopping at the Mall of the Emirates or the Dubai Mall.
- Explore the desert surrounding the city – either by 4x4 or atop a camel.
- Eat fantastic seafood at Dubai Marina.
- Cool off at the Wild Wadi Waterpark.
- Marvel at gorgeous Arabic calligraphy at Jumeirah Mosque, the biggest in the city.
- Take a yacht tour around the artificial islands of Palm Jumeirah.
- Haggle for souvenirs in one of the city's souks.
- Wander around the traditional building in Bastakiya District.