Certified Front Desk Representative

The Front Desk Representative certification recognizes the skills and knowledge needed to succeed as a professional in a front-line position at a lodging property. The certification is supported by the START and quickSTART (Skills, Tasks, and Results Training) programs. START resources present concise instructions for training new or prospective employees on how to perform key tasks correctly, along with the general hospitality knowledge, and soft skills needed in the hospitality industry.

Training options include:
  • START: Classroom or workshop setting
  • quickSTART: On-the-job training

Successful candidates who complete the START or quickSTART program and pass the certification exam will receive a certificate, lapel pin and global recognition for their accomplishment. This certification meets the requirements for stackable and portable certifications for Workforce Innovation & Opportunity Act (WIOA) grant purposes.


Employee Responsibilities

  • Personal Appearance
  • Uniforms
  • Social Media and Mobile Phone Policies
  • Employee Policies

Your Property

  • Your Property’s Fact Sheet
  • Property Policies
  • Airport/Local Transportation
  • Manager on Duty
  • Use of Property Facilities
  • Maintaining the Property
  • Lost and Found
  • Recycling

Safety Regulations

  • Security and Safety Awareness
  • Emergencies
  • Bloodborne Pathogens
  • OSHA Regulations
  • Safe Work Habits
  • The Americans with Disabilities Act

Quality Guest Service

  • The Power of the Guest Story
  • Reputation Management
  • Teamwork and Communication with Other Departments
  • Guest Communication
  • Handling and Resolving Guest Requests and Complaints
  • Escorting Guests and Giving Directions
  • VIPs
  • Dealing with Guests Under the Influence of Alcohol

Getting to Know the Front Desk

  • What Is a Front Desk Representative?
  • First Impressions
  • Folios
  • Guestroom Equipment and Amenities
  • In-Room Safes and Safe Deposit Boxes
  • Point-of-Sale Equipment
  • Property Management System (PMS)
  • Reservations
  • Guestrooms
  • Guest Service Role in Cleanliness and Safety
  • Loyalty Programs


  • Check Out Cash Bank
  • Front Office Logbook
  • Arrival Lists
  • Block and Unblock Rooms
  • Set Up Preregistrations
  • Preregister and Check In Group Arrivals


  • Begin Guest Check-In
  • Establish Guest Payment Method
  • Use Cash Bank
  • Tax-Exempt Guests
  • Issue and Control Keys
  • Use Effective Sales Techniques During Check-In
  • VIPs
  • Relocate Guests in Sold-Out Situations
  • Finish Guest Check-In


  • Process Room Changes
  • Follow-Up Courtesy Call
  • Run Credit Check Reports
  • Currency Exchange
  • Post and Adjust Charges
  • Process Guaranteed No-Shows
  • Transfer Allowable Guest Charges
  • Keep the Front Desk Orderly

Departure/End of Shift

  • Settle Guest Accounts
  • Automatic Check-Outs
  • Handle Late Guest Check-Outs
  • Reconcile Room Status
  • Process Late Charges
  • Adjust Disputed Guest Charges
  • Perform Bucket or Tub Check
  • Complete the Shift Checklist



At the end of the workshop, the instructor will proctor a paper-based exam.

There is no time in position requirement for the exam.

The certification exam consists of 30 multiple-choice questions.



The applications must be submitted not later than 4 weeks prior to the workshop.

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Fee includes:
  • 1-day workshop led by a certified instructor
  • START Study Guide Certification
  • Exam
  • Certificate and Lapel Pin upon successful completion of the Exam.


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