INTRODUCTION

Front office personnel are usually the first point of contact for anyone calling or visiting a business. The role is often tasked with the efficient and smooth running of the entire front desk operation, as well as the staff who work there. They’re typically responsible for answering the phone, directing calls, greeting guests and may also perform administrative work, depending on the organisation’s size and function, and the activity level within the front office.

It’s a very busy role which often requires a lot of multi-tasking. It is a very hands-on role and requires a confident leader who is not afraid to make important decisions. Front Office personnel must be skilled enough to lead a team, support other departments and ensure that each and every guest/customer/client has a positive experience.

Within a front office role you may also be required to oversee and/or supervise the work of office administration or customer service employees to ensure adherence to quality standards, deadlines and proper procedures.

COURSE OVERVIEW

This front office management course was designed to ensure the participants acquire the requisite skills to effectively execute their roles and responsibilities including:

• Organising, planning, and prioritising work to achieve specific goals.
• Establishing and maintaining constructive and cooperative working relationships with others.
• Communicating with supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Guiding, directing, and motivating a staff team, including setting performance standards and monitoring performance.
• Resolving conflicts, handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Getting information from all relevant sources.
• Identifying the developmental needs of others and coaching, mentoring, or otherwise supporting them to improve your knowledge or skills.
• Keeping technically current and applying new knowledge to your job.
• Coordinating the work and activities of others, individually as a team, to accomplish tasks.
• Communicating with external stakeholders and representing the organisation to these parties.

COURSE OBJECTIVES

On completion of this course you will be able to:

• Outline the basic structures of a modern business environment and the administration systems required to support it.
• Describe workplace communication structures, systems and processes, and implement using appropriate language and tone.
• Recognise the importance of understanding workplace culture in implementing administration processes.
• Demonstrate effective reception and customer service skills and professional representation of one’s organisation.
• Display appropriate use of IT applications within a business setting.
• Utilise skills to organise meetings within the workplace and implement all necessary supporting administration activities.

COURSE OUTLINE

• Module 1: Introduction to Business Structure and Administration
• Module 2:  Workplace Communication Structures, Systems and Processes
• Module 3: Culture in the Workplace Reception and Customer Service Skills: telephone call handling, keyboard techniques and administrative skills
• Module 4: IT applications (including word processing; spreadsheets; databases; email; the internet)
• Module 5: Organizing meetings (including preparing an agenda, recording and generating minutes)
• Module 6: Personal Skills: (including time management; project management)
• Module 7: Overview of related activities including facilities, security and safety.

VENUE:

• DUBAI, UAE
• CAPE TOWN, SOUTH AFRICA
• MAURITIUS
• TANZANIA
• NAIROBI, KENYA
• KUALA LUMPUR, MALAYSIA

REGISTRATION:

To register for this course please apply online at: www.dotrid.com/apply-online or complete and forward our nomination form obtainable via email from: info@dotrid.org or call +27215519023, You can also send an inquiry via:

WhatsApp:+27 604 253 288.

IMO: +27 604 253 288.

Telegram:  +27 604 253 288.

COURSE DATES:

13-17 MAY, 2019

10-14 JUNE, 2019

5-9 AUGUST 2019

2-6 SEPT 2019

4-8 NOVEMBER 2019

2- 6 DEC 2019

YOUR TRAINING INVESTMENT

The cost of your course depends on factors including the number of delegates, specific requirements and the location of your training.

Dotrid International Training Institute will provide a detailed and competitive quote following your initial enquiry.