Pathway to Recovery Training Series
Front Desk Agent Training
Front Desk Agents are often the first and last contact guests have with your property. This program covers all of the current skills to ensure efficiency, optimum guest experiences and return business. Front Desk Agent training has been created in a partnership between the Canadian government and tourism industry. This is the best service-training program available, recognized by employers throughout the Canadian tourism and hospitality industry.
This training is led by an experienced and certified STEC instructor who will guide participants through the curriculum.
Two training streams available:
- Front Desk Agent Training only, ideal for employees with limited or no previous experience; and
- Front Desk Agent Training with emerit Professional Certification, recommended for experienced employees.
- Front Desk Agent Training only: none
- Front Desk Agent Training with emerit Professional Certification: 1,000 hours work experience in the occupation
emerit national Front Desk Agent Modules (6 hours)
MODULE 1 – GUEST SERVICES
Promote the property’s facilities and services; Explain how to use equipment and in-room features; Accommodate in-house moves; Process wake-up calls; Secure guests’ valuables; Provide a lost-and-found service; Store and retrieve luggage
MODULE 2 - SALES AND RESERVATIONS
Sell rooms and packages; Promote products and services; Create reservations; Change reservations; Cancel reservations
MODULE 3 - ARRIVALS AND DEPARTURES
Prepare for guest arrivals; Check in guests; Accommodate walk-in traffic; Process group check-ins; Prepare for guest departures; Check out guests; Check out groups; Verify late departures; Follow up with guests after departure
MODULE 4 - DEPARTMENTAL OPERATIONS
Follow shift change procedures; Handle room keys or cards; Handle deliveries; Manage portable communication devices; Post charges to guest accounts; Manage floats; Exchange foreign currency; Follow cash-out procedures
MODULE 5 - SAFETY AND SECURITY
Comply with legislation; Follow general safety procedures; Follow fire emergency procedures
Follow medical emergency procedures; Ensure facility security; Protect the privacy of guests; Protect the privacy of co-workers
EXAM PREP MODULE
Service Best (1 hour)
Service Best provides practical and effective tools that help you adopt a pro-active, solution-focused approach to customer service.
Controlling for COVID with Confidence: Thinking Beyond Masks and Hand Sanitizer to Develop Effective Safety Precautions (1 hour)
Health and safety risk assessment; transmission risks for COVID-19; meaningful, effective controls for COVID-19 transmission risk; limitations of less effective controls like PPE, procedures/rules; Risk Assessment worksheet.
emerit Front Desk Agent national written exam (1 hour)
Proctored certification exam consisting of 125 multiple choice questions based on the National Occupational Standards.
Front Desk Agent Training: $620.00
Upon successful completion of curriculum, trainee receives a certificate of completion and a record of exam score. The trainee is eligible to qualify for emerit Professional Certification upon subsequent completion of experience verification.
Front Desk Agent Training with emerit Professional Certification: $730.00
Upon successful completion of curriculum and experience verification as described below, trainee is awarded emerit Professional Certification as Front Desk Agent and is entitled to use the Tourism Certified Professional (TCP) designation.
Includes National Occupational Standards and Certification Prep Pack, written exam, and work history verification. For Front Desk Agent Professional Certification, candidates must have 1,000 hours work experience in the occupation. Exam consists of 125 multiple choice questions based on the National Occupational Standards. Successful candidates will be awarded the Tourism Certified Professional (TCP) designation.
Banner image courtesy of Tourism Saskatoon