This course aims at upgrading the knowledge and skills of Service Managers in Front Office so they appreciate Rooms Division better, develop skills on strategic operations management and eventually be ready to take on bigger responsibilities. Through class presentations, group discussions, and sharing hotel practices, they are able to evaluate and organize operations in their own department in relation to the bigger picture of Rooms Division.

The course also emphasizes important SLIM quality standards to ensure consistency in approach and application. Most importantly, the course trains them to adopt behaviors that reflect a customer-oriented service mindset in day-to-day operations. With better appreciation of Rooms Division’s other departments, especially Housekeeping, the learner develops a mindset of proactive strategy in Front Office management.

• Overview of Housekeeping
• Overview of Laundry
• Understanding the concept of Health Club Management
• Overview of Front Office
• Club Floor: Rationale and Operations
• Importance of Telephone / Service Center
• Concierge Operations
• Guest feedback programs
• Finance and Security
• Reports Writing and Communication Skills
• Hotel Visitations

• Full-time, Level 3, Rooms Division employees of Shangri-La/Traders
  Front Office only
• Minimum 1-year work experience in the sending hotel
• Keen learner
• Demonstrates above average level of performance at work (based on a quantitative measurement, e.g., PDR)
• High potential Level 4 staff (Front Office only) recommended by Service Executives for development purposes