Front Office During the Stay: Requests, Calls and Shift Handover
Guest requests, the phone and written messages, wake-up calls, messages for guests and the handover between shifts.
- Price
- From €275 per person
- Duration
- Agreed with the hotel
The programme works on the front office during the stay, when the guest asks, calls or writes. It covers handling a request from listening to closing it, answering the in-house line and written messages, and keeping a person reachable alongside the app, the chat and other digital services. It also covers wake-up calls, messages for guests with the privacy they require, and the handover from one shift to the next.
The outcome
Every request receives a time and is closed within it, by phone or in chat. Wake-up calls arrive on time, messages reach the guest as they were left, and every open promise passes to the next shift with a name and a time.
Targeted Groups
This programme is designed for:
- Front desk agents
- Concierge and bell desk staff
- Guest relations staff
- Telephone operators
- Night shift staff
- Shift leaders and front office managers
Course Objectives
By the end of the programme, participants will be able to:
- Notice the guest at once and understand the request behind their words
- Give a time with every answer and close the request in person before that time passes
- Answer the phone within a few rings and written messages promptly, signing with one's own name
- Place a guest on hold only with permission, and transfer the call to the person who holds the answer
- Hand the conversation to a person when the app or the chat cannot answer
- Enter every wake-up call twice, make it in person and act when the guest does not answer
- Write a message word for word and deliver it without revealing the guest's presence or room number
- Hand over the desk in writing and aloud, with a name and a time for every open promise
Targeted Competencies
Participants will develop the following competencies:
- Listening and clarifying the request
- Promises with a time
- In-house line and holds
- Replies to written messages
- Wake-up calls
- Guest messages and privacy
- Shift handover
- The request log
Unit 01
The guest request
- Noticing the guest at once, even in the middle of another task
- One question about the why, and the request repeated before acting
- A time with every answer, and the price stated first when there is a cost
- Closing in person, and the preference noted in the profile
Unit 02
The phone and written messages
- Answering within a few rings, for outside calls and calls from rooms
- Holds with permission, and transfers to whoever holds the answer
- Chat, WhatsApp and email: signed replies, in the order of the questions
- A person reachable when the app or the chat is not enough
Unit 03
Wake-up calls
- The time repeated with the day and the date
- The call entered twice, and the night checks
- The call made by a person, using the guest's name
- No answer: the second call, then a colleague at the door
Unit 04
Messages for guests
- How the guest wants calls and messages handled
- Neither confirming nor denying that the guest is staying
- The message written word for word and delivered in an envelope
- Urgent messages, enquiries from the authorities and guests who have left
Unit 05
The shift handover
- The written log before the end of the shift
- A desk cleared of names and room numbers
- The handover aloud, item by item, and the float counted together
- Every open promise with the name of the person who takes it on
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €275 per person
This is the starting price. The final one depends on how many people we train, the time it takes and what your hotel needs.