Front Office Management Training Course

Date and Time

Date: July 30–1st Aug, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

Training Overview
The front office is the face and voice of any organization. Whether in hospitality, corporate offices, institutions, or service centers, front office staff play a critical role in shaping first impressions, ensuring smooth operations, and delivering excellent customer experiences.
This 3-day practical and skills-based training is designed to empower front office personnel with modern communication, customer service, technology, and administrative skills necessary for exceptional performance and professional image.

Learning Objectives

Training Objective

By the end of this training, participants will:

• Understand the importance and impact of front office operations

• Improve their interpersonal, communication, and customer-handling skills

• Learn how to manage reception areas professionally and efficiently

• Gain confidence in handling guests, inquiries, complaints, and administrative duties

• Use modern tools and techniques to enhance service delivery at the front desk

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Training Benefits

Participants will gain:

• Practical skills for professional reception and visitor handling

• Stronger personal image, etiquette, and communication confidence

• Improved customer service and complaint management capability

• Enhanced coordination with other departments and internal staff

• Better use of technology in front office roles

• A certificate of participation from Global Leadership Institute

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Who Should Attend

• This training is suitable for:
• • Front office and reception staff
• • Administrative assistants and secretaries
• • Guest relations officers and customer-facing staff
• • Call center and helpdesk personnel
• • Office administrators involved in public interaction
• • Anyone aspiring to take on front office responsibilities professionally

Workshop Outline / Modules

Comprehensive Course Outline

Module 1: Introduction to Front Office Management

• Role and significance of front office operations

• Key qualities of effective front office staff

• Impact of front office on brand image

Module 2: Professional Image, Grooming, and Etiquette

• Personal presentation and dress code

• Body language, voice tone, and posture

• Reception desk etiquette and courtesy rules

Module 3: Customer Service Excellence at the Front Office

• Understanding customer needs and expectations

• Creating a welcoming and helpful atmosphere

• Going the extra mile in service delivery

Module 4: Communication Skills for Reception Professionals

• Verbal and non-verbal communication

• Active listening and speaking with clarity

• Professional greetings and telephone handling

Module 5: Managing Incoming Calls and Virtual Reception

• Telephone etiquette and call management

• Transferring calls, taking messages, and follow-up

• Dealing with high call volumes and virtual queries

Module 6: Handling Visitors and Guest Management

• Visitor registration and orientation procedures

• Dealing with VIPs and high-profile guests

• Creating a positive guest experience

Module 7: Complaint Handling and Conflict Resolution

• Handling irate customers with professionalism

• Listening, empathizing, and resolving issues

• Escalation procedures and follow-up

Module 8: Office Administration and Record Keeping

• Appointment scheduling and calendar management

• Filing and organizing documents

• Maintaining visitor logs and front office registers

Module 9: Front Office Technology and Digital Tools

• Telephone systems, intercoms, and email platforms

• Visitor management software

• Booking, access control, and security systems

Module 10: Time Management and Prioritization

• Managing multiple tasks and walk-ins

• Staying calm under pressure

• Creating order and flow at the reception area

Module 11: Security, Confidentiality, and Protocols

• Access control and visitor safety

• Handling confidential information professionally

• Emergency procedures and safety protocols

Module 12: Teamwork, Initiative, and Self-Development

• Working with departments and office teams

• Being proactive and anticipating needs

• Setting personal goals for front office excellence

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 89,000 per participant
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

July 28,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND