Model Curriculum

QP Name: Front Office Trainee

QP Code: THC/Q0110

QP Version: 2.0

NSQF Level: 3

Model Curriculum Version: 1.0

Tourism & Hospitality Skill Council || 404/407, 4th floor, Mercantile House, K.G. Marg, Connaught Place
New Delhi 110001
 Table of Contents
Training Parameters ................................................................................................................................ 2
Program Overview .................................................................................................................................. 3
Training Outcomes .............................................................................................................................. 3
Compulsory Modules .......................................................................................................................... 3
Module 1: Introduction to Front Office Management and Front Office Trainee ............................... 5
Module 2: Provide Assistance in Front Office Operations .................................................................. 6
Module 3: Provide Assistance in Bell Desk Activities .......................................................................... 7
Module 4: Maintain Effective Communication and service Standard ................................................ 8
Module 5: Organizational Confidentiality and Guests’ Privacy .......................................................... 9
Module 6: Basic Health and safety Standards .................................................................................. 10
Module 7: On-the-Job Training ......................................................................................................... 11
Annexure ............................................................................................................................................... 12
Trainer Requirements ....................................................................................................................... 12
Assessor Requirements ..................................................................................................................... 13
Assessment Strategy ......................................................................................................................... 14
References ............................................................................................................................................ 16
Glossary ............................................................................................................................................. 16
Acronyms and Abbreviations ............................................................................................................ 17

1 | Front Office Trainee

 Training Parameters

Sector Tourism & Hospitality

Sub-Sector Hotel

Occupation Front Office Management

Country India

NSQF Level 3

Aligned to NCO/ISCO/ISIC Code NCO-2015/44224.0100

Minimum Educational Qualification and 12th Class/I.T.I (two years after class 10th)
Experience OR
12th Class/I.T.I (one year after class 10th with
one year of experience)
Pre-Requisite License or Training NA

Minimum Job Entry Age 18 Years

Last Reviewed On 24/06/2021

Next Review Date 24/06/2024

NSQC Approval Date 24/06/2021

QP Version 2.0

Model Curriculum Creation Date 24/06/2021

Model Curriculum Valid Up to Date 24/06/2024

Model Curriculum Version 1.0

Minimum Duration of the Course 256 Hours, 0 Minutes

Maximum Duration of the Course 496 Hours, 0 Minutes

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 Program Overview
This section summarizes the end objectives of the program along with its duration.

Training Outcomes
At the end of the program, the learner will be able to:

• Apply appropriate practices to assist the Front Office Associate in Front Office operations
• Employ appropriate practices to greet and welcome the guests
• Describe how to assist the Bell Desk Associate in handling the luggage
• Apply appropriate practices to assist in preparing and distributing the amenity vouchers
• Employ appropriate practices to communicate effectively with guests, colleagues, and superiors
to achieve a smooth workflow
• Apply gender and age-sensitive service practices
• Describe the protocols related to confidentiality of the organizational information and guests’
privacy
• Apply health, hygiene, and safety practices at the workplace

Compulsory Modules
The table lists the modules, their duration and mode of delivery.

NOS and Module Details Theory Practical On-the-Job Training On-the-Job Training Total
Duration Duration Duration Duration Duration
(Mandatory) (Recommended)

Bridge Module 04:00 00:00 00:00 00:00 04:00

Module 1: Introduction
to Front Office
04:00 00:00 00:00 00:00 04:00
Management and Front
Office Trainee
THC/N0129 – Assist in
Performing Front Office
Activities 36:00 60:00 00:00 184:00 96:00
NOS Version No. 2.0
NSQF Level 3
Module 2: Provide
Assistance in Front Office 24:00 40:00 00:00 94:00 64:00
Operations
Module 3: Provide
Assistance in Bell Desk 12:00 20:00 00:00 90:00 32:00
Activities
THC/N9901 –
Communicate
Effectively and Maintain 32:00 40:00 00:00 32:00 72:00
Service Standards
NOS Version No. 2.0

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NSQF Level 3
Module 4: Maintain
Effective Communication 32:00 40:00 00:00 32:00 72:00
and Service Standard
THC/N9903- Maintain
Organizational
Confidentiality and
Respect Guests’ Privacy 16:00 04:00 00:00 08:00 20:00
NOS Version No. 2.0
NSQF Level 3
Module 5: Organizational
Confidentiality and 16:00 04:00 00:00 08:00 20:00
Guest Privacy
THC/N9906 – Follow
Health, Hygiene and
Safety Practices 24:00 40:00 00:00 16:00 64:00
NOS Version No. 2.0
NSQF Level 3
Module 6: Basic Health
24:00 40:00 00:00 16:00 64:00
and Safety Standards
Total Duration 112:00 144:00 200:00 240:00 256:00

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 Module Details
Module 1: Introduction to Front Office Management and Front Office
Trainee
Bridge Module

Terminal Outcomes:

• Outline the overview of Skill India Mission

• Describe the Hospitality Industry
• Define the roles and responsibilities of a Front Office Trainee
• Explain the scope of work for a Front Office Trainee

Duration: 04:00 Duration: 00:00

Theory – Key Learning Outcomes Practical – Key Learning Outcomes
• Discuss the objectives and benefits of NA
the Skill India Mission
• Describe the Tourism and Hospitality
Industry and its sub-sectors
• Elaborate the hierarchy of Hotel of
small, medium, and large
establishments
• Elaborate the basic terminology used in
the hospitality parlance
• Discuss the roles and responsibilities of
a Front Office Trainee
• Describe the attributes required for a
Front Office Trainee
• Elaborate the scope for the Front Office
Trainee in the Tourism and Hospitality
Industry

Classroom Aids
Whiteboard, Markers, Duster, Projector, Laptop, Presentation

Tools, Equipment and Other Requirements

NA

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Module 2: Provide Assistance in Front Office Operations
Mapped to THC/N0129 v 2.0

Terminal Outcomes:

• Apply appropriate practices to use different office equipment

• Employ proper practices to assist the Front Office Associate in Front Office operations
• Explain professional etiquette to be maintained to greet and welcome the guests
• Describe the preparation procedure of the amenity vouchers

Duration: 24:00 Duration: 40:00

Theory – Key Learning Outcomes Practical – Key Learning Outcomes
• Elaborate various office equipment, • Demonstrate the operating procedure
such as photocopier, printer, etc. of various equipment required at the
required at the workstation along with work area
their functions • Apply appropriate practices to draw
• Explain the front office guest cycle the layout of the front office
• Explain the importance of organising department
and arranging the work area • Employ appropriate practice to
• Explain the communication etiquette organize and arrange the work area
and other protocols to be followed • Dramatize a situation to attend the
while attending the phone calls, phone calls, receive couriers, parcels,
greeting and welcoming the guests message and re-routing and
• Describe various types of rooms, forwarding them to the concerned
facilities, tariffs (like BAR, Corporate, person
Contracted, Group, etc.) and meal plans • Demonstrate professional etiquette
applicable in the Hotel Industry while greeting and welcoming the
• Explain the guest registration, check-in guests as well as escorting them to
and checkout procedures, policy and their rooms
other regulatory requirements of a • Role play how to assist the Front Office
Hotel Associate in the guest check-in
• Discuss the importance of maintaining procedure and preparation of events
inter and intra departmental and conventions
coordination • Demonstrate how to file various
• Explain the importance of using of reports
internet and e-mail for a Front Office • Dramatize how to assist in preparing
Trainee and distributing the amenity vouchers
• Describe different kinds of reports to
be prepared by the Front Office Trainee

Classroom Aids
Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation,
Participant Handbook and Related Standard Operating Procedures
Tools, Equipment and Other Requirements
Various tools and equipment (photocopier, printer, telephone, fax machine, computer, key racks,
etc.), Sample reports (reservation report, arrival report, departure report, check-in report, check-
out report, pick-up drop report, rate variance report, etc.) and amenity vouchers (petty cash
vouchers, paid out vouchers, allowance/discount vouchers, deposit receipt, etc.), Floor plan and
Layout, Sample guest’s ID proof, Guest register

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Module 3: Provide Assistance in Bell Desk Activities
Mapped to THC/N0129 v 2.0

Terminal Outcomes:

• Apply appropriate practices to assist the Bell Desk Associate in handling the luggage
• Explain the methods of screening and tagging the luggage

Duration: 12:00 Duration: 20:00

Theory – Key Learning Outcomes Practical – Key Learning Outcomes
• Discuss the nature of occupancy status • Demonstrate how to screen the
and flow of guests during the peak and luggage, parcels, and other deliverables
lean seasons • Employ appropriate practices to use
• Describe the screening process of the various kinds of luggage trolley and cart
luggage, parcels and other deliverables • Demonstrate the procedure of tagging
• Explain various types of luggage trolley the luggage
and cart and their usage • Dramatize the situation to assist the
• Discuss the methods of tagging the Bell Desk Associate in handling the
luggage luggage during guest’s arrival and
• Discuss the importance of helping the departure
Bell Desk Associate to perform his/her • Role play on different situation as how
shift to assist the guests in his/her room or
• Discuss the procedure to accept guest’s other areas of the hotel
packages, message and mails • Show appropriate professional
etiquette while accepting guest’s
message, packages or mails

Classroom Aids
Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation,
Participant Handbook and Related Standard Operating Procedures
Tools, Equipment and Other Requirements
Different luggage trolley and cart, Tags, Luggage screening machine

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Module 4: Maintain Effective Communication and Service Standard
Mapped to THC/N9901 v 2.0

Terminal Outcomes:

• Explain professional protocols and etiquette of effective communication with customers,

colleagues, and superiors
• Describe the ways to show sensitization towards different age groups, gender and persons
with disabilities

Duration: 32:00 Duration: 40:00

Theory – Key Learning Outcomes Practical – Key Learning Outcomes

• Discuss the importance of professionalism, • Demonstrate the standard procedure to

etiquette and ethical behaviour at the welcome and greet the guests
workplace • Dramatize appropriate communication
• Discuss the importance of effective skills and etiquette while interacting
communication with guests, colleagues, and superiors
• Explain the importance of guest satisfaction • Role play a situation on how to handle
and guest feedback guest complaints effectively
• Outline the procedure of receiving feedback • Role play appropriate behavioural
and complaints constructively etiquette towards all ages, genders and
• Describe various ways to handle guest differently abled people as per
complaints specification
• Discuss different ways to improve the guest
experience
• Explain the importance of gender and age
sensitivity
• Discuss gender and age-specific
requirements of the guests
• Discuss the specific needs of People with
Disabilities
• Discuss the importance of reporting Sexual
harassment at workplace
• Discuss ways of escalating problems,
reporting workplace issues, and receiving
feedback from the superiors
Classroom Aids
Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation,
Participant Handbook and Related Standard Operating Procedures

Tools, Equipment and Other Requirements

Sample of escalation matrix, Organisation structure

8 | Front Office Trainee

Module 5: Organizational Confidentiality and Guest’s Privacy
Mapped to THC/N9903 v 2.0

Terminal Outcomes:

• Explain how to maintain the confidentiality of the organization

• Describe the protocols related to the privacy of customer information

Duration: 16:00 Duration: 04:00

Theory – Key Learning Outcomes Practical – Key Learning Outcomes

• Explain the significance of maintaining • Employ appropriate ways to use, store

organizational confidentiality and guest and dispose of the organisational and
privacy in the hospitality industry guest information
• Discuss the Intellectual Property issues and
policies affecting the organization and guest
privacy
• Explain the procedures to report the
infringement of IPR to the concerned person
• Discuss the usage, storage and disposal
procedures of confidential information as
per specification
Classroom Aids
Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation,
Participant Handbook and Related Standard Operating Procedures

Tools, Equipment and Other Requirements

Handouts of IPR guidelines and regulations

9 | Front Office Trainee

Module 6: Basic Health and safety Standard
Mapped to THC/N9906 v 2.0

Terminal Outcomes:

• Employ appropriate health, hygiene, and safety practices at workplace

• Apply precautionary health measures
• Employ effective waste management practices

Duration: 24:00 Duration: 40:00

Theory – Key Learning Outcomes Practical – Key Learning Outcomes

• Discuss the concept and importance of • Demonstrate the procedure of routine

personal and workplace hygiene cleaning and sanitization of tools,
• Discuss best practices to maintain personal equipment, and other articles
hygiene • Employ different ways to keep work
• Explain the ways to clean and sanitize the area clean, hygienic and hazard free
workplace and related equipment • Demonstrate how to use and dispose off
• Describe standard safety procedures to be relevant protective equipment as per
followed while handling tools, material, and tasks and work conditions
equipment • Perform basic first-aid procedures
• Outline the purpose and usage of various • Dramatize a situation on mock safety
Personal Protective Equipment drills for emergency situations
(PPE)required at the workplace • Perform waste disposal procedures at
• Explain the importance of preventive health the workplace depending on the types
check-up organized by the company of waste
• Describe the causes of risks and potential • Role play a situation on reporting safety
hazards in the workplace and ways to and security breaches to the supervisor
prevent them • Prepare a sample incident report
• List different safety warning signs and labels
at workplace
• Discuss ways to identify hazards at the
workplace
• List the components of the first-aid kit
• Explain the procedure to report accident and
other health related issues as per SOP
Classroom Aids
Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation,
Participant Handbook and Related Standard Operating Procedures

Tools, Equipment and Other Requirements

Personal Protection Equipment: Safety glasses, Head protection, Rubber gloves, Safety footwear,
Warning signs and tapes, Fire extinguisher, First aid kit, Relevant Standard Operating Procedures and
Sample reports

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Module 7: On-the-Job Training
Mapped to Front Office Trainee

Mandatory Duration: 00:00 Recommended Duration: 240:00

Location: On Site
Terminal Outcomes

• Perform the tasks of organising the work area/station

• Demonstrate correct use of office equipment
• Apply appropriate practices to greet and welcome the guests
• Demonstrate the procedure of guest registration, check-in and check-out
• Perform the activities to check guest’s ID proof
• Apply professional skills to receive and distribute courier, parcels and other messages
• Show how to provide assistance to the Front Office Associate while preparing and
distributing guest amenity vouchers
• Perform the activities to provide assistance to the Bell Desk Associate
• Demonstrate how to screen and tag the luggage
• Perform the procedure of filing various reports
• Demonstrate positive body language when dealing with guests and colleagues
• Show how to segregate and dispose of the waste as per the standards
• Demonstrate strong Communication skills and workplace etiquette to achieve a smooth
workflow
• Demonstrate sensitization towards different age groups, gender, and persons with
disabilities
• Demonstrate the process of maintaining confidentiality of the organizational information
and guests’ privacy
• Show how to maintain personal hygiene and grooming at workplace
• Role play on how to identify hazards at workplace and report to the supervisor
• Demonstrate strong Communication skills and workplace etiquette to achieve a smooth
workflow
• Perform basic activities to apply gender and age-sensitive service practices
• Demonstrate the process of maintaining confidentiality of the organizational information
and guests’ privacy
• Perform all the activities to maintain health, hygiene, and safety at the workplace

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 Annexure
Trainer Requirements

Trainer Prerequisites
Minimum Specialization Relevant Industry Training Experience Remarks
Educational Experience
Qualification Years Specialization Years Specialization

Certificate/Diploma/ Hotel/Hospitality 5 Hotel/Hospitality 1 Hotel/Hospitality

Degree Management/ Management/ Management/
Front Office Front Office Front Office
Management Management Management

Trainer Certification
Domain Certification Platform Certification
“Front Office Trainee”, “THC/Q0110, V2.0”, “Trainer”, “MEP/Q2601, V1” with a scoring of
Minimum accepted score is 80% minimum 80%

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Assessor Requirements

Assessor Prerequisites
Minimum Specialization Relevant Industry Training/Assessment Remarks
Educational Experience Experience
Qualification Years Specialization Years Specialization
Certificate/Diploma/ Hotel/Hospitality 5 Hotel/Hospitality 1 Hotel/Hospitality
Degree Management/ Management/ Management/
Front Office Front Office Front Office
Management Management Management

Assessor Certification
Domain Certification Platform Certification
“Front Office Trainee”, “THC/Q0110, V2.0”, “Assessor”, “MEP/Q2701, V1” with the scoring
Minimum accepted score is 80% of minimum 80%

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Assessment Strategy
This section includes the processes involved in identifying, gathering and interpreting information to
evaluate the learner on the required competencies of the program.

1. Assessment System Overview:

• Batches assigned to the assessment agencies for conducting the assessment on

SDSM/SIP or email
• Assessment agencies send the assessment confirmation to VTP/TC looping SSC
• Assessment agency deploys the ToA certified Assessor for executing the assessment
• SSC monitors the assessment process & records
• If the batch size is more than 30, then there should be 2 Assessors.

2. Testing Environment: Assessor must:

• Confirm that the centre is available at the same address as mentioned on SDMS or SIP
• Check the duration of the training.
• Check the Assessment Start and End time to be as 10 a.m. and 5 p.m.
• Check that the allotted time to the candidates to complete Theory & Practical
Assessment is correct.
• Check the mode of assessment—Online (TAB/Computer) or Offline (OMR/PP).
• Confirm the number of TABs on the ground are correct to execute the Assessment
smoothly.
• Check the availability of the Lab Equipment for the particular Job Role.

3. Assessment Quality Assurance levels / Framework:

• Question papers created by the Subject Matter Experts (SME)

• Question papers created by the SME should be verified by the other subject Matter
Experts along with the approval required from THSC
• Questions are mapped with NOS and PC
• Question papers are prepared considering that level 1 to 3 is for the unskilled & semi-
skilled individuals, and level 4 and above are for the skilled, supervisor & higher
management
• Assessor must be ToA certified
• Assessment agency must follow the assessment guidelines to conduct the assessment

4. Types of evidence or evidence-gathering protocol:

• Time-stamped & geotagged reporting of the assessor from assessment location
• Centre photographs with signboards and scheme specific branding
• Biometric or manual attendance sheet (stamped by TP) of the trainees during the
training period
• Time-stamped & geotagged assessment (Theory + Viva + Practical) photographs &
videos

5. Method of verification or validation:

• Surprise visit to the assessment location
• Random audit of the batch
14 | Front Office Trainee
 • Random audit of any candidate

6. Method for assessment documentation, archiving, and access

• Hard copies of the documents are stored
• Soft copies of the documents & photographs of the assessment are uploaded /
accessed from Cloud Storage and are stored in the Hard Drives

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References
Glossary

Term Description

Declarative Declarative knowledge refers to facts, concepts and principles that need to
Knowledge be known and/or understood in order to accomplish a task or to solve a
problem.
Key Learning Key learning outcome is the statement of what a learner needs to know,
Outcome understand and be able to do in order to achieve the terminal outcomes. A
set of key learning outcomes will make up the training outcomes. Training
outcome is specified in terms of knowledge, understanding (theory) and
skills (practical application).
OJT (M) On-the-job training (Mandatory); trainees are mandated to complete
specified hours of training on site

OJT (R) On-the-job training (Recommended); trainees are recommended the

specified hours of training on site
Procedural Procedural knowledge addresses how to do something, or how to perform a
Knowledge task. It is the ability to work, or produce a tangible work output by applying
cognitive, affective or psychomotor skills.
Training Outcome Training outcome is a statement of what a learner will know, understand
and be able to do upon the completion of the training.
Terminal Outcome Terminal outcome is a statement of what a learner will know, understand
and be able to do upon the completion of a module. A set of terminal
outcomes help to achieve the training outcome.

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Acronyms and Abbreviations

Term Description

QP Qualification Pack
NSQF National Skills Qualification Framework
NSQC National Skills Qualification Committee
NOS National Occupational Standards
TVET Technical and Vocational Education and Training
SOP Technical and Vocational Education and Training
OH&S Occupational Health and Safety
PPE Personal Protective Equipment
HACCP Hazard Analysis and Critical Control Points
FSSAI Food Safety and Standards Authority of India
ISO International Standards Organization
IPR Intellectual Property Rights
WHO World Health Organization

17 | Front Office Trainee