AFO L2CTH Level 2 Award in Front Office
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
Course Outline
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.
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.
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?
•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
- Review:Certified Professional in Quality and Patient SafetyWe have been working with LEORON for the past two years and will be working with them again this upcoming year. The programs they delivered were fruitful and exciting and our organization has received positive feedback from the participants. What our organization aims to do is to provide at no cost training for all the private sector employees so that they may benefit from our offered programs in Innovation and Professional development. Leoron has helped us achieve this goal. We look forward to continuing this service and wish them the best of luck. Regards,Nasser M. Al-Subaie
- Review:Certified Professional in Quality and Patient SafetySince the partnership was signed between BAE Systems Saudi Development & Training and LEORON in 2017, we have been working together to offer the Saudi market a complete portfolio of training solutions benefiting from the wide and extensive experience of both parties. Recognizing the great success of this partnership, we are looking for further collaborations in the future that will position both companies as one of the leading training providers in Saudi Arabia. We thank the LEORON team for their full cooperation and continuing support, and look forward to further success together in the years to come.Emad Alrajih
- Review:Certified Professional in Quality and Patient SafetyDating back to 2014, Mobily’s “LEORON” experience has grown from a single collaboration to a long-term partnership. We consider “LEORON” Institute as a strategic partner, whose contribution has been nothing but premium in equipping our staff with field-based knowledge and information. Past three years have resulted with an expanded collaboration with superior customer service and support. Best Regards,Turki S. Alsahaan
- Review:IAMM Internal Audit Maturity ModelIn recognition of their dedication and contribution supporting IKEA Saudi Arabia in arranging training programs during 2017 & 2018, looking forward for more development and exciting effort this year. On behalf of IKEA Saudi Arabia, THANK YOU!Dalal Kutbi
