Partner
Exam Preparation

AFO L2
CTH Level 2 Award in Front Office

Rating:
0.0
English
Beginner to Intermediate
Video preview
FACE 2 FACE
ON SITE TRAINING
LIVE VIRTUAL
TRAINING
COACHING
& MENTORING
SELF-PACED
TRAINING
Select Date
Download Brochure

Course Overview

The CTH Level 2 Award in Front Office provides participants with hands-on learning across three core units: Customer Service Skills, Reception & Reservations, and Concierge & Guest Services. The training emphasizes practical hospitality behaviors, guest relations, and the use of industry-standard procedures. Learners will develop essential skills such as handling bookings, managing guest a

Key Takeaways

1
Identify the importance of professional behavior and hospitality standards.
2
Explain the principles of customer service and how to meet guest needs effectively.
3
Apply reception and reservations procedures to handle bookings and check-ins accurately.
4
Demonstrate the ability to resolve guest complaints with professionalism and empathy.
5
Promote hotel services and local amenities effectively through concierge practices.

Confederation of Tourism and Hospitality
Brand Logo
The Confederation of Tourism and Hospitality (CTH) is the UK’s leading specialist professional awarding body for qualifications in the growing hospitality and tourism sector. At the Confederation of Tourism & Hospitality (CTH), our core mission is to provide the highest standard of hospitality, tourism and culinary qualifications. CTH achieves this through robust monitoring supported by industry, universities and the UK government regulator, Ofqual. CTH has partnerships with major international employers and academic institutions. CTH is a member of the Federation of Awarding Bodies.

Course Outline

Module 1: Customer Service Skills​
Hospitality Behaviors and Guest Interaction​

Importance of professional behavior,appearance, and communication.​

Building rapport and engaging withdifferent customer types.​

Benefits of good service andconsequences of poor service.​

Handling customer requests confidentlyand efficiently.​

Managing routine and special guestneeds.​

Approaches to resolving guest complaintseffectively.

Module 2: Reception and Reservations​
Front Office Operations and Guest Handling​

Roles and responsibilities of receptionand reservations staff.​

Recording bookings accurately andmanaging reservation systems.​

Check-in and check-out procedures withprofessionalism.​

Ensuring billing accuracy and handlingpayments.​

Greeting and assisting guests duringarrival and departure.​

Addressing booking issues andunexpected challenges.

Module 3: Concierge and Guest Services​
Enhancing Guest Experience and Service Promotion​

Role and responsibilities of concierge staff.​

Demonstrating knowledge of hotel services and localamenities.​

Promoting products and services to enhance guestsatisfaction.​

Providing tailored assistance to meet guest needs.​

Establishing rapport and building long-term guestrelationships.​

Responding effectively to guest inquiries and specialrequests.

Who Should Attend?

This program is designed for:

•Front office and reception staff who want to build technical and customer service skills.

•New employees entering roles in reception, reservations, or concierge services.

•Hotel staff seeking to improve professionalism and guest-handling confidence.

•Individuals looking for a foundation to progress into broader hospitality qualifications.

FAQ

Reviews