Front Desk Upselling
Reading the booking, offering the right upgrade at the right moment and recording the result honestly.
Front Office
Concierge Service
Building a usable local knowledge base, handling requests end to end and following up before the guest has to ask.
Overview
Building a usable local knowledge base, handling requests end to end and following up before the guest has to ask. The course is built around the procedure as it is actually carried out on shift, with a written standard, the common mistakes, and a checklist to work through.
What you will be able to do
- Carry out the procedure to the written standard without supervision.
- Recognise the common failures in this task and correct them.
- Complete the associated checklist and record the result.
- Know when the situation must be escalated to a supervisor.
Requirements
No prior study is required. Access to the relevant work area is useful for the practice checklist.
Curriculum
Orientation
2 lessons · 13 min
- text Why this matters: Concierge Service Preview 8 min
- text What you will be able to do: Concierge Service 5 min
The standard
3 lessons · 31 min
- video The procedure demonstrated: Concierge Service 14 min
- text The written standard: Concierge Service 12 min
- pdf Reference sheet: Concierge Service 5 min
In practice
3 lessons · 32 min
- text Common mistakes: Concierge Service 10 min
- text Working under pressure: Concierge Service 10 min
- checklist Practice checklist: Concierge Service 12 min
Assessment
1 lessons · 8 min
- text Review before the quiz: Concierge Service 8 min
Frequently asked questions
How long does this course take?
About 120 minutes of study, which can be split across shifts.
Is a certificate issued?
Yes. A certificate with a verification code is issued once the course and its assessment are passed.
Is the course available in Arabic?
Yes. Every lesson exists in English and Arabic, and the Arabic version is laid out right to left.
Related courses
Front Office Fundamentals
How the front desk fits into a hotel day, the shift structure, the systems in use and the standards every agent works to.
Guest Check-in
The arrival sequence from greeting to room handover, including identity verification and Saudi registration requirements.
This course inside a full programme
Most teams take this as part of a department programme that ends in one verifiable certificate.