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Sales and Customer Success

Hospitality and Front Office Operations

Run the front desk of a hotel, lodge or serviced apartment professionally, from reservations and check-in to guest relations, cashiering, night audit and key performance figures.

Level
Beginner
Format
Written, self-paced
Length
About 7 hours
Lessons
16
Modules
4
Certificate
Yes, verifiable
Last updated
October 2026

About this course

Learn how a hotel or lodge front office runs, from reservations and check-in to guest relations, cashiering and night audit.

Self-paced written course: text lessons, practical exercises, module quizzes and a final project, delivered online. No video and no live tutor.

What you will learn

  • Explain how a hotel is organised and how the front office links with every other department
  • Take, confirm, amend and cancel reservations accurately and explain room types, rates and packages
  • Manage overbooking, no-shows, cancellations and online travel agent bookings in line with hotel policy
  • Carry out a smooth check-in and check-out, including identification, deposits, billing and payments
  • Handle guest requests and complaints and coordinate with housekeeping, maintenance and security
  • Perform basic night audit tasks and calculate occupancy, ADR and RevPAR

Curriculum

Module 1The Front Office Role4 lessons
  1. 1How a Hotel Is Organised3 min read Free preview
  2. 2The Front Office Team and Its Duties3 min read
  3. 3The Guest Cycle from Enquiry to Departure3 min read
  4. 4Professional Grooming, Language and Conduct3 min read
  5. QuizModule quiz, 4 questions
Module 2Reservations and Rooms4 lessons
  1. 5Taking and Confirming Reservations3 min read
  2. 6Room Types, Rates and Packages3 min read
  3. 7Overbooking, No-Shows and Cancellations3 min read
  4. 8Working with Online Travel Agents3 min read
  5. QuizModule quiz, 4 questions
Module 3Guest Arrival and Stay4 lessons
  1. 9A Smooth Check-In Process3 min read
  2. 10Handling Guest Requests and Complaints3 min read
  3. 11Coordinating with Housekeeping and Maintenance3 min read
  4. 12Guest Safety, Security and Key Control4 min read
  5. QuizModule quiz, 4 questions
Module 4Departure and Front Office Accounts4 lessons
  1. 13Check-Out, Billing and Payments4 min read
  2. 14Night Audit Basics3 min read
  3. 15Occupancy, ADR and RevPAR Explained3 min read
  4. 16Course Project: Front Office Procedures Manual for a Small Hotel3 min read
  5. QuizModule quiz, 4 questions

Final project

Front Office Procedures Manual for a Small Hotel. A practical brief with ordered steps, what to produce and how to check your own work. You confirm it in your learner area.

Who it is for

  • Receptionists and front desk staff in hotels, lodges, camps and serviced apartments
  • Hospitality students preparing for their first front office role
  • Owners and supervisors of small properties who want clear front office procedures

Not for you if you already work confidently with everything in the curriculum below. Look at the other sales and customer success courses instead.

Requirements

  • No prior hospitality experience needed
  • A computer or smartphone with a spreadsheet or document app
  • Basic arithmetic for billing and performance calculations

What is included

  • 16 written lessons
  • 16 practical exercises
  • 4 module quizzes
  • A final project
  • Certificate of completion with a verification code
  • Lifetime access to what you buy

Questions about this course

What do I need before I start?

No prior hospitality experience needed. A computer or smartphone with a spreadsheet or document app. Basic arithmetic for billing and performance calculations.

What device do I need?

A phone, tablet or computer with a modern web browser and an internet connection. Lessons are written, so they work on slow connections.

How long do I have access?

Lifetime access to the full course or to any module you buy. All Access and Teams give 12 months of access to every course.

Can I get a refund?

Yes: a full refund within 14 days of purchase if you have completed less than 30% of the course (or of the module, for a single module). Read the refund policy.

Should I buy a module or the full course?

A module (USD 10) unlocks that module's lessons and quiz. The full course (USD 49) unlocks everything and leads to the certificate. If you buy modules first, each one you own is credited at USD 10 when you buy the full course.

Which currency will I pay in?

US dollars (USD). Prices include all taxes where applicable. Your bank may apply its own conversion fee. Card payment is being set up with our bank. After you place your order we email you payment instructions within one working day; your access starts as soon as payment is confirmed.

Sales and Customer Success learning path

All 12 open courses in this subject for USD 429. Bought separately they cost USD 718, so you save USD 289.

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