A guest's entire impression of a hotel is often set in the first ninety seconds at the front desk — long before they ever see the room. Built by the Arab British Fellowship Training Academy, this course focuses squarely on that moment and everything around it: running a hospitality operation the way modern, professional hotels actually do it.

Tourism management, in the broad sense, is a set of tools for organising and optimising a hospitality operation so it runs at full productivity — which touches nearly every department inside a hotel. Good planning and integrated organisation sit at the centre of that, alongside operational priorities and controls. The course also connects this to the global side of the industry: the shared protocol standards that let hotels, tourism bodies, and international organisations communicate and cooperate smoothly.

Who Should Attend?

• Hotel managers, owners, and supervisors of Reception and Front Office departments.
• Owners and professionals in tourism establishments seeking a more structured, professional operation.
• Directors and businessmen wishing to develop their media and reception management capabilities.

Knowledge and Benefits:

By the end of the course, participants will be able to:

• Run hotel operations using systematic, professional methods rather than improvised routines.
• Handle tourists effectively and respectfully from check-in through to departure, regardless of culture or nationality.
• Build a clear framework for hotel front-office functions and apply new ideas to support ongoing hospitality projects.
• Apply unified etiquette and international protocol concepts, along with up-to-date marketing and tourism project management methods.

Module 1: The Hospitality Industry — From Random Tasks to Organised Operations

• Introduction to the hotel and hospitality industry.
• Moving from ad-hoc functions to organised front-office operations.
• Media management basics relevant to hospitality: definition and importance.

Module 2: Front Office Structure and Responsibilities

• The concept of the hotel front office and how it should be organised.
• Responsibilities of front-office personnel.
• Effective reception methods, and behaviours to avoid at the front desk.

Module 3: Guest-Facing Skills From Arrival to Departure

• Methods for handling tourists' requirements from reception through to departure.
• How media and public perception connect to the guest experience.