Course Title: Front Office Operations
Duration: 8 Months
Certification: VTA Recognized Certificate
Location: Zanzibar
Target Group: Form Four Leavers, Tourism Enthusiasts, Hotel and Hospitality Beginners
Course Description
This course prepares students to work professionally in the front office department of hotels, resorts, lodges, and tourism-related establishments in Zanzibar. It equips them with practical skills and theoretical knowledge to provide excellent customer service, manage reservations, communicate effectively, and represent the organization in a professional manner.
Course Objectives
By the end of this course, students will be able to:
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Understand the roles and responsibilities of front office personnel
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Handle guest reservations, check-ins, and check-outs
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Communicate professionally with guests and staff
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Operate hotel front desk software systems
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Maintain proper guest records and perform administrative duties
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Handle customer complaints and deliver excellent service
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Promote tourism packages and local attractions to guests
Course Modules
1. Introduction to the Hospitality Industry
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Overview of hospitality and tourism in Zanzibar
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Types of accommodation
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Structure of hotel departments
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Importance of the front office
2. Front Office Procedures
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Reservation process
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Guest check-in and check-out procedures
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Room allocation and registration
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Handling guest complaints and inquiries
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Wake-up calls, luggage handling, and guest requests
3. Communication Skills
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Verbal and non-verbal communication
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Professional telephone etiquette
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Report writing and documentation
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Interpersonal and cross-cultural communication
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Use of English and basic Kiswahili in hospitality
4. Customer Service Excellence
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Principles of quality service
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Handling difficult customers
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Building guest loyalty
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Upselling and promotional techniques
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Zanzibar hospitality values and etiquette
5. Front Office Systems and Technology
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Property Management Systems (PMS)
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Operating a computerized booking system
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Email communication and online reservation platforms
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Cashiering and billing procedures
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Introduction to Microsoft Office for Front Office tasks
6. Hotel Accounting and Records
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Guest folios and ledger maintenance
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Daily cashiering tasks
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Night audit basics
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Filing systems and documentation
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Handling foreign currency and POS systems
7. Tourism Knowledge
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Zanzibar attractions and local culture
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Giving directions and local information
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Partnering with tour operators and transport providers
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Creating and presenting travel/tour packages
8. Personal Grooming and Professionalism
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Front office dress code and hygiene
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Time management and teamwork
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Ethics and confidentiality
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Interview preparation and job readiness
Training Methodology
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Classroom Lectures
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Role-plays and Case Studies
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Practical Demonstrations in Hotel Reception Environment
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Field Trips to Local Hotels and Resorts
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Guest Speakers from Hospitality Industry
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Internship or Industrial Attachment (1 Month)
Course Assessment
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Written Tests and Quizzes
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Practical Examinations
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Class Participation and Assignments
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Final Project: Simulation of Full Guest Check-in/out Process
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Internship Report and Evaluation
Certification
After successful completion, students will be awarded a VTA-Recognized Certificate in Front Office Operations and can proceed to diploma level or seek employment.
