Front of House Essentials
Front of house staff are the face of the organisation and an important line of defence. This course covers a professional welcome, visitor management, security awareness and handling difficult situations calmly. It also explains how to protect personal data at reception, your role in emergencies and how to make everyone feel welcome, whatever their needs.
- Modules
- 4
- Duration
- About 40 minutes
- Pass mark
- 80%
- Assessment
- 10 questions from a bank of 17
Learning outcomes
- ✓Deliver a professional welcome in person, on the phone and by email.
- ✓Manage visitor sign-in, badges and hosting in line with your site's procedures.
- ✓Recognise and respond to security risks such as tailgating and suspicious behaviour.
- ✓Handle difficult or upset customers calmly and know when to escalate.
- ✓Protect personal data at the front desk in line with UK GDPR.
- ✓Support emergency procedures and provide an accessible, inclusive service.
Course contents
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Module 1: First impressions and a professional welcome
Video (4 scenes) · 2 lessons · 2 practice questions
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Module 2: Visitor management and security awareness
Video (5 scenes) · 2 lessons · 3 practice questions
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Module 3: Difficult conversations and data protection
Video (5 scenes) · 2 lessons · 2 practice questions
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Module 4: Emergencies and accessibility
Video (5 scenes) · 2 lessons · 2 practice questions
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Final assessment & certificate