CISTREC_ADI_I551-002-3 2017_FRONT OFFICE OPERATION_11/2025
369 days / 2880 hours
Front Office Operations refers to the area where visitors first arrive and interact with staff at a business or hospitality establishment. The front office acts as the primary point of contact between the organization and its customers. Front office personnel are responsible for greeting guests, answering their inquiries, handling check-ins and check-outs, and directing them to the appropriate departments or services. In a hotel, the front office department typically includes the reception desk, guest relations, telephone operator, concierge services, and sometimes food and beverage services in the lobby area. Staff working in this department confirm reservations, manage guest records, handle billing, and address complaints or service-related issues. Employees such as concierges, cashiers, porters, and mailing service personnel are also part of the front office, as they deal directly with guests to ensure comfort and satisfaction during their stay. The term front office contrasts with back office, which refers to internal support functions such as administration, accounting, payroll, and other operational departments that do not interact directly with customers. Information collected by the front office is often forwarded to back office departments or to sales and marketing teams whenever customer needs or inquiries require further action. Because the front office serves as the face of the organization, it is crucial that personnel in this department receive proper training in customer service, communication, complaint handling, and professional presentation. Their performance significantly influences the reputation and overall guest experience of the establishment. Given the growing demand for qualified and experienced Front Office Operations personnel, the development of this National Occupational Skills Standard (NOSS) is important. The NOSS provides clear guidelines and competency standards established by industry experts to support consistent and professional skills development within the hospitality sector.
BASIC WORKING COMMUNICATION
Z-009-1:2015-CA01
25h
PERSONAL BEHAVIOUR SKILL
Z-009-1:2015-CA02
38h
WORKPLACE ETHICS AWARENESS
Z-009-1:2015-CA03
10h
HEALTH, SAFETY AND ENVIRONMENTAL AWARENESS
Z-009-1:2015-CA04
27h
BASIC WORKING COMMUNICATION
Z-009-2:2015-CA01
25h
PERSONAL BEHAVIOUR SKILL
Z-009-2:2015-CA02
28h
WORK PLACE ETHICS AWARENESS
Z-009-2:2015-CA03
22h
HEALTH, SAFETY AND ENVIRONMENTAL AWARENESS
Z-009-2:2015-CA04
25h
EFFECTIVE COMMUNICATION
Z-009-3:2015-CA01
25h
INFORMATION TECHNOLOGY AWARENESS
Z-009-3:2015-CA02
15h
LEADERSHIP SKILL
Z-009-3:2015-CA03
78h
WORKPLACE ETHICS
Z-009-3:2015-CA04
22h
ADMINISTRATIVE SKILL
Z-009-3:2015-CA05
30h
HEALTH, SAFETY AND ENVIRONMENTAL IMPLEMENTATION CONSCIOUSNESS
Z-009-3:2015-CA06
30h
(ADI) FRONT OFFICE TELEPHONE SERVICES
I551-002- 3:2017 C01
240h
(ADI) FRONT DESK OPERATION
I551-002- 3:2017 C02
560h
(ADI) CONCIERGE SERVICES
I551-002- 3:2017 C03
400h
(ADI) GUEST SERVICE OPERATION
I551-002- 3:2017 C04
400h
INSTITUTE OF SKILL
Training Centre
