Front Office Executive Course
Master professional communication, customer service, and administrative management for front office roles.
Learning Objectives
- Understand the role of a Front Office Executive in organizations.
- Identify essential skills required: communication, etiquette, and presentation.
- Familiarize with front desk tools and systems.
Content
Front Office Executives are the first point of contact for clients. They must project professionalism, manage calls, schedule appointments, and maintain visitor records while supporting administrative tasks.
- What is the primary role of a Front Office Executive?
- Name two essential communication skills.
- True/False: A front office executive is only responsible for answering calls.
Learning Objectives
- Develop professional verbal & non-verbal communication.
- Handle client inquiries with courtesy.
- Practice telephone and email etiquette.
Content
Communication is vital in customer-facing roles. Executives must greet visitors warmly, listen actively, use professional vocabulary, and manage tone. Telephone etiquette includes polite greetings, clear speech, and proper call transfer.
- List three aspects of telephone etiquette.
- How does body language affect communication?
- True/False: Email communication should be casual and informal.
Learning Objectives
- Learn techniques for handling complaints.
- Understand customer satisfaction importance.
- Develop active listening & problem-solving skills.
Content
Good customer service builds long-term relationships. Executives should remain calm, empathize with clients, and resolve queries promptly. Documenting feedback helps improve services.
- Why is customer satisfaction critical?
- What are two steps to handle a complaint?
- True/False: Ignoring a dissatisfied customer is acceptable.
Learning Objectives
- Maintain visitor logs and appointment scheduling.
- Manage office supplies and filing systems.
- Support HR & admin tasks.
Content
Front office also involves administrative responsibilities like maintaining records, managing supplies, and ensuring smooth coordination with HR, accounting, and management teams.
- What records should be maintained at the front desk?
- How does scheduling improve efficiency?
- True/False: Supplies management is not part of front office duties.
Final Project: Office Simulation
Create a mock front desk environment where you:
- Greet a visitor and manage an appointment booking.
- Answer a mock phone call professionally.
- Handle a sample customer complaint.
- Submit a visitor log entry and supply request form.
Assessment: Submit video/audio recordings or written reflections on your performance.