Front Office & Guest Services
The desk that sets the tone for a property: reservations, check-in, billing accuracy, concierge judgement and complaint recovery.
- Award
- Occupational Certificate
- Level
- Level 3
- Duration
- 22 weeks · 420 hours
- Delivery
- 60% online · 40% in person
- Units
- 7 units
- Intake
- Phase 01 · Kampala
Overview
Front office is the only department a guest meets at both ends of their stay. It is also where revenue accuracy, security of guest data and the property's reputation intersect on a single screen.
The programme covers the reservation-to-checkout cycle on a property management system, the money discipline behind it, and the guest-handling judgement that turns a complaint into a returning customer.
What you study
7 units · 420 notional hours. Hours shown are the notional allocation used for planning and progression.
Property structure, departmental interfaces, grooming, conduct and shift handover.
Booking channels, rate plans, allocation, amendments and no-show handling.
Check-in sequence, identification, key control, checkout and express departure.
Folio management, posting, payment methods, float control and shift reconciliation.
Destination knowledge, transport, bookings, special requests and VIP handling.
Confidentiality, data handling, emergency procedure and incident reporting at the desk.
Structured recovery, escalation thresholds and composure at a busy desk.
How you are assessed
Practical competence is assessed in person by a qualified assessor against written criteria. No practical competence is assessed online.
Live arrival and departure periods observed and signed
Reservation and folio transactions checked for accuracy
Complaint and special-request scenarios under observation
Procedure, billing and data handling, invigilated
Entry requirements
- 18 years or older at the start of the programme
- Senior Four (UCE) or equivalent
- Confident spoken and written English
- Basic computer literacy
- Availability for in-person desk placement blocks
Certification
Learners receive the ASIEA award and the evidence behind it. External certification is being sought: the units, notional hours and assessment on this page are written so a certification body can map them to its own qualifications.
Where it leads
Roles shown are indicative of the sector this course is designed for, not guaranteed placements.
Next steps
Two minutes. No documents needed yet.
A guided call on fit, schedule and prior experience.
Entry evidence reviewed and a placement matched to you.
Enrolment, induction date and your learner record opened.
Phase 01 fees are published at admission. Payment plans and employer-sponsored places form part of the intended Phase 01 model.