What you'll build over 12 modules
Front Desk Fundamentals
The opinionated walkthrough of every check-in, check-out, and cashiering flow — from walk-ins to VIP arrivals to night audit.
Leave with real muscle memory
- Run a full check-in flow in under 90 seconds — including ID capture, key assignment, and welcome messaging
- Handle walk-ins, over-bookings, and VIP arrivals without breaking a sweat
- Close shifts cleanly with a documented cash drop and variance report
- Upsell room categories with scripts that convert without feeling pushy
- Resolve common guest complaints at the desk using SwiftGuest escalation workflows
- Read the room rack like a local and spot problems before they hit your dashboard
What you need
- No prior PMS experience required
- Access to a SwiftGuest sandbox (we provide one)
- A working headset or a friendly colleague — role-plays included
12 modules · 2h 15m
2 modules are free to preview
01
Welcome & sandbox setup
6m 12s@ 00:00Free previewSpin up your practice property. We'll seed 8 reservations so you can try every flow without affecting production data.
02
The SwiftGuest dashboard, explained
8m 44s@ 06:12Free previewArrivals, departures, stayovers, the room rack. What every chip means and why it's there.
03
Check-in: the 90-second flow
14m 07s@ 14:56ID capture, key assignment, payment authorization, welcome SMS — in one guided pass.
04
Handling walk-ins
11m 20s@ 29:03Instant availability check, rate negotiation scripts, and when to say no gracefully.
05
VIP arrivals & pre-blocked rooms
9m 35s@ 40:23Pre-blocking, amenity drops, guest tags, and how to brief housekeeping without a phone call.
06
Check-out & folio review
12m 18s@ 49:58Reading the folio, splitting charges, processing refunds, and sending receipts.
07
Cashiering & shift control
10m 02s@ 1:02:16Paid-outs, cash drops, house bank variances, and end-of-shift handoff checklist.
08
Upselling at the desk
8m 45s@ 1:12:18Room categories, late check-out, breakfast add-ons — the three-script framework.
09
Common guest complaints
11m 22s@ 1:21:03Broken A/C, noisy neighbor, wrong room type. Decision trees and escalation paths.
10
Group arrivals & check-in en masse
9m 50s@ 1:32:25Pre-arrival prep, staged keys, rooming lists, and the 30-person-in-20-minutes playbook.
11
Emergencies & incident reporting
12m 40s@ 1:42:15Medical, safety, theft. What to document, who to call, and how SwiftGuest logs it.
12
Final exam & certificate
20m 05s@ 1:54:55Scenario-based final — run three live check-ins in the sandbox under time pressure.
Maya Cohen
Former GM — The Shoreline, Tel Aviv
Maya ran front-of-house for a 220-key independent for a decade, opening three sister properties along the way. She's trained over 400 front-desk agents and has a very strong opinion on upselling scripts.
4
Courses taught
11,200
Students trained
4.9
Avg. rating
Ready to own the desk?
Join 3,940hoteliers who've completed this course. Self-paced, open access, certificate included.