Front Desk Agents are often the first and last contact guests have with your property. This program covers all of the current skills to ensure efficiency, optimum guest experiences and return business. This online course is an excellent resource to help you prepare for the current certification program (version 4.0).
Once you’ve completed all modules of an online course, please email info@emerit.ca if you would like a “Certificate of Achievement” that you can add to your professional development portfolio.
This course contains six modules, plus bonus access to Providing Quality Service: essential customer service training for all frontline tourism and hospitality employees.
Module A – Providing Quality Service (bonus module)
Module B – Guest Services
- Promote the property’s facilities and services
- Explain how to use equipment and in-room features
- Accommodate in-house moves
- Process wake-up calls
- Secure guests’ valuables
- Provide a lost-and-found service
- Store and retrieve luggage
Module C - Sales and Reservations
- Sell rooms and packages
- Promote products and services
- Create reservations
- Change reservations
- Cancel reservations
Module D - Arrivals and Departures
- Prepare for guest arrivals
- Check in guests
- Accommodate walk-in traffic
- Process group check-ins
- Prepare for guest departures
- Check out guests
- Check out groups
- Verify late departures
- Follow up with guests after departure
Module E - Departmental Operations
- Follow shift change procedures
- Handle room keys or cards
- Handle deliveries
- Manage portable communication devices
- Post charges to guest accounts
- Manage floats
- Exchange foreign currency
- Follow cash-out procedures
Module F - Safety and Security
- Comply with legislation
- Follow general safety procedures
- Follow fire emergency procedures
- Follow medical emergency procedures
- Ensure facility security
- Protect the privacy of guests
- Protect the privacy of co-workers
Exam Prep Module