Are you interested in creating unforgettable guest experiences? If so, a career in hotel front office operations may be perfect for you. Designed for aspiring receptionists and guest service professionals, this course offers a pathway to careers in hotels and resorts.
The Certificate of Hotel Reception and Guest Services is a professional development course focused on developing skills for managing front desk operations and delivering exceptional guest services.
In this hotel reception and guest services course, you will learn to manage arrivals and departures confidently, register guests, finalise accounts, and handle guest enquiries. You will also learn to allocate rooms, manage billing, maintain a professional reception area and use standard front office systems.
You’ll also explore processes to manage guest requests and complaints and provide service recovery to ensure every interaction leaves a positive impression. You’ll also explore front office administration, data protection, sustainability practices, communication across departments, and develop valuable concierge skills.
On completion of this course, you’ll have the core reception skills and concierge support skills to deliver seamless guest experiences from check-in to check-out.
Course Structure
Certificate of Hotel Reception and Guest Services
Unit 1 – Preparing for Guest Arrivals
- Preparing for guest arrivals
- Setting up the reception area
- Checking systems and equipment
- Understanding hotel software
- Reviewing the daily arrival list
- Allocating rooms
- Following up on unconfirmed bookings
- Communicating arrivals list
Unit 2 – Welcoming and Registering Guests
- Welcoming and Registering Guests
- Greeting guests
- Confirming bookings and upselling
- Completing the registration process
- Managing billing preferences
- Providing arrival information
- Handling unexpected issues
- Tracking no-shows and changes
Unit 3 – Managing Guest Departures
- Managing guest departures
- Reviewing the daily departure list
- Finalising guest accounts
- Presenting and explaining accounts
- Processing payments and receipts
- Collecting room key/cards
- Confirming room condition
- Supporting guest needs on departure
- Express checkout and group departures
Unit 4 – Front Office Administration
- Front office administration
- Updating guest records
- Preparing daily and shift reports
- Communicating with departments
- Data protection and retention
- Sustainability practices
- Creating a sustainability checklist
Unit 5 – Handling Guest Requests and Complaints
- Handling guest requests and complaints
- Receiving and recording guest requests
- Escalating issues to the right department
- Communicating expected resolution times
- Handling guest complaints with empathy and action
- Offering service recovery
- Following up to ensure satisfaction
Unit 6 – Concierge Services and Local Area Knowledge
- Concierge services and local area knowledge
- Understanding concierge services
- Giving accurate directions
- Recommending local attractions
- Managing external bookings and reservations
- Communicating with third-party providers
- Handling luggage, deliveries and messages
Study Hours
Estimated duration 30 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
Overall it was straight forward
J. Tsompakos, Port Melbourne VIC | Certificate Of Hotel Reception And Administration
Very straight forward and learned more in taking this course
M. Maiga, Craigieburn, VIC | Certificate of Hotel Reception and Administration
I was so happy to complete this course with Australian Online Courses because it’s easy to access to the course and also easy to understand! And the support is always efficient.
A. Reda, Ascot Vale, VIC | Certificate of Hotel Reception and Administration
It was great to be able to study at my own pace.
Natalie | NSW | Certificate of Hotel Reception and Administration
About Us
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Enrol Now
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
- Hotel Receptionist
- Resort Receptionist
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