Syllabus and Course Outline
rev 01/24

COURSE TITLE:
FRONT DESK AGENT
NUMBER OF HOURS:
15 - 20 Hours
DESCRIPTION:
The Front Desk Agent course is an informal and interactive program loaded with background knowledge, definitions, skills, practical exercises, suggested career path and resources to aid the participants in their choice to become a front desk agent. The program is based on current occupational standards.
OBJECTIVES:
Upon successful completion of this course, you will be able to:
  • Describe the background of the accommodation industry
  • Define and describe the duties of a front desk agent
  • Decode and define the codes and terms used by front desk agents
  • Make room reservations
  • Register arriving guests and assign rooms
  • Respond to guest complaints
  • Understand and present statements of charges to departing guests
  • Follow proper procedures to aid guests with the check-out process
GRADING CRITERIA:
Successful completion of all Stop, Review and Apply Exercises, Challenges (research and application), and essays.
COURSE OUTLINE:
Each lesson includes an online Review (Stop, Review and Apply) or an essay. There are multiple challenges and activities in each lesson designed to check your understanding of the material presented.

Lesson 1 - Introduction to the Accommodations Industry Exercise
Lesson 2 - Definition and Skills of a Front Desk Agent Exercise
Lesson 3 - Terminology Used by a Front Desk Agent Exercise
Lesson 4 - Duties of a Front Desk Agent Exercise
Exam

COURSE ACTIVITIES AND ASSIGNMENTS:
The maximum time to complete this course will be sent to you by your instructor. There are 7 challenges, 3 reviews, and 2 essays. One of the challenges is a hotel inspection and will need to be arranged ahead of time either by yourself or with the aid of your instructor.