Shangri-La Academy

Certificate in Front Office Operation

Course Objectives / Description

This course emphasizes the core functions performed by staff in the Front Office and equips
learners with international standard practices within the Shangri-La context of operations.  Besides being equipped with the core competencies in Front Office Operations, (e.g., reception, reservations, cashiering and communications), participants will be exposed to the inter-relations between Front Office’s different sections as well as other hotel department.

Through class and group discussions, case studies, role plays and team activities, the course seeks to bring out the best in Front Office Operations in a Shangri-La context, such as the ability to create positive first impressions, understand different customer needs and expectations, commitment to teamwork and professional service as inspired by the Shangri-La culture.  Learners will also attend an ability-driven English and Communication module to help them express themselves clearly in English, cultivate good voice qualities, and communicate more effectively with customers of varied backgrounds and nationalities.

Course Content

  • Heart of House Operation
  • Registration
  • Cashiering and Accounting
  • Guest Services
  • English and Communication
  • Management Skills

Main Instructors

Academy's Faculty

Max. Class Size


Min. Class Size


Duration of Course

20 days institutional learning at Shangri-La Academy
4 weeks on-the-job training at sending hotel

Target Participants

  • Full time Front Office Service Leaders (Level 4)
  • Minimum 1 year relevant working experience in sending hotel
  • Basic English communication skill
  • Keen learner and good performer
  • Level 5 staff who has shown potential for further development, or staff recommended by General Manager or Service Executives for development purposes.

Language Medium

English with Mandarin translation

Career Opportunities

Search our current database of opportunities around the world.