ITI Trade: Front Office Assistant

The Front Office Assistant trade is powered by NCVT (National Council for Vocational Training). It is a highly job-oriented course designed to meet the demands of Indian and International hospitality and service industries. This trade empowers individuals with professional skills suitable for government jobs, private sector employment, and self-employment opportunities.

The course is carefully crafted to fulfill the industrial requirements of modern hotels, resorts, corporate offices, hospitals, and other organizations that require skilled front office professionals.

Scope & Career Opportunities

On successful completion of the Front Office Assistant course, candidates can be gainfully employed in various industries in roles such as:

  • Receptionist (Hotel) / Front Office Associate
  • Hotel Receptionist / Front Desk Executive
  • Reception Clerk / Customer Service Representative

Graduates have a wide range of employment opportunities, from self-employment and contractual employment to permanent jobs in the hospitality sector, corporate organizations, and service industries.

Progression Pathway

  • Can join an Apprenticeship Programme in hospitality and related industries leading to a National Apprenticeship Certificate (NAC).
  • Can pursue higher education or specialize in areas like Hospitality Management, Tourism, or Customer Relations.
  • Can become a Trainer/Instructor after completing Crafts Instructor Training Scheme (CITS) in the relevant trade.
  • Potential career growth to Front Office Manager, Guest Relations Manager, or Customer Service Supervisor.

Trade Summary

The Front Office Assistant program is a one-year vocational course, divided into two semesters. The training focuses on developing professional skills, communication, technical knowledge, and customer service expertise required in front office operations.

Semester I

  1. Develop Personality & Teamwork Skills
    • Maintain teamwork and understand organizational hierarchy.
    • Practice professional behavior and grooming standards.
  2. Front Desk Operations
    • Perform front desk, bell desk, and telephone operations.
    • Learn business communication and customer service etiquette.
  3. Record & System Management
    • Manage various records including reservation registers, tariff cards, and room positions.
    • Operate hotel locking systems.
  4. Computer Fundamentals
    • Understand basic computer operations and the Windows operating system.
    • Create and manage documents in MS Word.
    • Compile data and create charts in MS Excel.
    • Prepare presentations using MS PowerPoint.
    • Input and manage data in MS Access.
  5. Internet & Communication
    • Use internet services effectively, collect information, and communicate through email.
    • Maintain up-to-date records of occupancy and personalized guest information.
  6. Guest Registration Process
    • Perform guest check-in, check-out, and registration processes.
    • Operate the Property Management System (PMS) for hotel operations.

Semester II

  1. Interpersonal Communication Skills
    • Express services professionally using interpersonal communication.
    • Handle guest inquiries and complaints with empathy and professionalism.
  2. Guest Services & Monitoring
    • Provide bell boy services as per guest requirements.
    • Monitor and manage CCTV operations for guest security.
  3. Sales Techniques
    • Use up-selling and suggestive selling techniques to promote room sales and other hotel services.
  4. Post Departure Activities
    • Handle post-departure formalities and feedback collection.
    • Perform cashiering tasks like billing and invoice settlements.
  5. Conflict Resolution
    • Maintain a positive attitude when dealing with guest conflicts and complaints.
  6. Reporting & Analysis
    • Prepare and analyze occupancy data.
    • Conduct briefing and debriefing sessions for staff coordination.
  7. Package Development & Feedback
    • Prepare customized room packages for guests.
    • Collect and analyze guest feedback to improve service quality.
  8. Final Revision & Project Work
    • Participate in revision, complete project work, and appear for the final examination.

Generic Learning Outcomes

  1. Apply safe working practices and maintain housekeeping standards.
  2. Understand hospitality sector requirements and maintain guest relations.
  3. Demonstrate communication skills and customer service etiquette.
  4. Perform record keeping, data management, and report generation.
  5. Understand the importance of energy conservation, pollution control, and resource optimization in day-to-day activities.
  6. Develop entrepreneurial skills and financial literacy for self-employment opportunities.

Key Highlights of the Front Office Assistant Trade

✅ Comprehensive training in front office operations
✅ Hands-on experience with Property Management Systems (PMS)
✅ Skills in guest service, communication, and conflict resolution
✅ Expertise in computer applications (MS Office Suite & Internet communication)
✅ Emphasis on grooming, professional behavior, and personality development
✅ Progression to managerial roles in hospitality and instructor positions in vocational institutes
✅ Ideal for self-employment and entrepreneurship in the hospitality industry

Subscribe to Front Office Assistant