The Jordan Hotels Association held a short training course on Monday, March 30, 2026, titled “Front Office Management and Guest Experience” for hospitality establishments in the capital, Amman. The session was opened by Acting Director General, Mr. Mohammed Al-Qasem, who emphasized in his opening remarks the importance of developing the skills of frontline employees, as they represent the first point of contact and play a key role in shaping guests’ initial impressions.

The training was conducted by Mr. Ali Faraj, who addressed key concepts and modern practices in front office management and enhancing the guest experience.

The course covered several core topics related to the front office department and its sub-units, with a focus on the importance of body language, communication skills, and professional interaction with guests, given their significant role in reflecting employees’ professionalism and fostering a sense of respect and care among guests.

It also addressed proper telephone etiquette, the importance of time management in handling reservations, and effective communication techniques when interacting with guests over the phone. Emphasis was placed on building positive professional relationships with customers, due to their direct impact on strengthening trust and increasing guest satisfaction.

Furthermore, the course provided a detailed overview of the guest journey—from the initial contact with the hotel to make reservations (for rooms, restaurants, or events), through arrival and reception, check-in procedures, escorting guests to their rooms, and monitoring their experience throughout their stay across various hotel facilities, to the post-departure stage. This comprehensive approach reinforces the concept of integrated service and enhances the overall quality of the guest experience at every stage of their stay.

The training also highlighted the importance of etiquette, professional appearance, and personal hygiene for front office staff, as they are at the forefront of the hotel and reflect the institution’s image through their presence, posture, manner of speaking, and courteous interaction with guests.

Finally, the course underscored the importance of teamwork within the front office department, as it is one of the most interconnected departments within a hotel. This requires strong coordination among staff and continuous collaboration with other departments to ensure the highest level of service and showcase excellence in hospitality performance.