Certificate in Front Office Operation - Blended Learning Programme

Course Objectives / Description

This course tackles core functions performed by colleagues in Front Office and equips them with knowledge and skills on company standards and practices. In addition to key functional competencies, learners take up the inter-relations between Front Office’s different sections, emphasizing teamwork and collaboration.

This programme, the first “blended” model in the company, combines online and face-to-face learning. The program design comprises of two parts: first, online study in the learner’s hotel/location and second, classroom sessions in the Shangri-La Academy.

In the first part, learners study five (5) modules in an online platform developed by Shangri-La Academy in coordination with GlobalNxt University. The learning design includes text and image contents, self-reflections, self-assessments, discussion boards, group projects and online assessments.  In the second part, learners carry on their discussion and learning to the next level through face-to-face interaction in a classroom setting. This includes class and group discussions, case studies, role plays, assessments, and team activities.

The course seeks to enhance leadership competencies through experiential and analytical learning. This includes the ability to create positive first impression, understand different guest needs and expectations, commit to teamwork, and deliver professional service based on our Corporate service culture.

After the institutional learning at a selected hotel/regional hub, the learner will have the chance to apply, validate and enhance knowledge and skills through a mentored, one-month OJT program in sending hotel. This OJT will allow immersion to FO sections that the learner may not have had previous knowledge on.

Course Content

  • Introduction to Hotels and Front Office
    • Characteristics of Hotels
    • Organisation Chart and FOM Job Description
    • The Guest Cycle
  • Pre-Arrival
    • Introduction to Reservations and Revenue Management
    • Distribution Channels and Market Segments
    • Rooms Controller, BOST and Pre-Arrival Activities
  • Arrival and Departure
    • Registration Process
    • Profile Management
    • Room Status Management
    • The Shangri-La Experience – Arrival
    • Pre-Check out Tasks
    • Guest Folios, Settlement and Accounting Functions
    • The Shangri-La Experience – Departure
  • Guest Services
    • Guest Relations and Horizon Club/Traders Club
    • Concierge
    • Guest Service Center and FCS eConnect
    • Golden Circle and Frequent Flyer Program
    • Guest Recognition Program and Guest Preference
  • Leadership and Management Skills
    • Recruitment and Interviewing Skills: Concepts Overview
    • Trainer Skills: Concepts Overview
    • Presentation Skills
    • Meetings and Briefings
    • Handling Guest Complaints
    • Role of Duty Manager
    • Supervisory Skills
    • Leadership

Main Instructors

Academy Faculty

Duration of Course

Part 1: In learner’s hotel/location, 3 weeks online study in an LMS website
Part 2: In a Hosting Hotel, 1 week face-to-face, institutional learning
Part 3: (Back in learner’s hotel/location, 4 weeks of OJT)

Max. Class Size


Min. Class Size


Target Participants

  • Level 4 in Front Office
  • High-potential Level 5 in Front Office may also be admitted, provided with endorsement by hotel
  • 1 year working experience
  • Satisfactory English communication skills
  • Attended Shangri-La Care 1, 2, 3 and 4 or their equivalent in Traders and Kerry properties

Language Medium


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