Front Office Staff Customer Care

The training needs analysis is used by any legitimate organization to determine

areas of job performance in which an employee needs training. The survey or
assessment pinpoints the skills that the employee needs in a particular job. It helps
the organization increase the skill level of all its workers and helps the customers or
clients leave with a smile and a feeling that they have been well taken care of.
Participants only answer questions in Part II, Part III, and the Nos. 1-3 in
Part IV.
Part I
Sponsor:

Importance of the Training

_______________________

Date ______________________

Context of Request:
request

[ ] Organizational

[choose one & give

_________________________________________________________

details]

[ ] New Initiative

[ ] Management

_________________________________________________________

Organizations Objective/Goal: ________________________________________________

Part II

Target Participants

Name ______________________
________________________

Current job position

Instruction: Check the most appropriate box.

1. Current Job Responsibility:

[ ]

Room Reservation Clerk

[ ]

Phone Clerk

[ ]

Housekeeping Manager

[ ]
Others (specify)_________________
2. Work location:

[ ]

Hotel Front Desk

[ ]

Company Reception Desk

[ ]

Hospital/Clinic Reception Desk

[ ]
Others(specify)_________________

3. Educational Background
Management

[ ]

Degree in Hotel I Restaurant

[ ]

Diploma in Secretarial Science

[ ]

Diploma in Human Relations

[ ]
Others(specify)_________________
4. Current Skills Possessed

[ ]

Flexibility

[ ]

Execution

[ ]

People Orientation

[ ]

Communication Skills

[ ]
Others (specify)__________________
5. Skills Needed: (check the skills
training which would be required
in your job in the future)

Part III

[ ]

Listening skills

[ ]

Teamwork skill

[ ]

Decision making skills

[ ]

Being respectful

[ ]

Being optimistic

Target Skills and Training Needs

(The skill with the most checked minimal knowledge or no

knowledge will be recorded as a target skill.)
High

Adequate

Minimal

Know-

Know-

No
Expert

Know-

Knowledge

ledge

ledge

ledge

Welcoming arriving guests

]
[ ]

[ ]

[ ]

[ ]

Tactful Attitude
]

[ ]

[ ]

[ ]

[ ]

Fair Conduct
]

[ ]

[ ]

[ ]

[ ]

Receiving & processing information [ ]

]
[ ]

[ ]

[ ]

Dealing with complaints and

handling them

[ ]

[ ]

[ ]

[ ]

[ ]
Providing information service
]
[ ]

[ ]

Observer of Authority
]
[ ]
Good Manners
[ ]

[ ]
[ ]

Telephone Efficiency
]
[ ]

[ ]

[ ]

[ ]

[ ]
[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

Communicating and coordinating

]

with other departments [ ]

[ ]

Part IV

[ ]

[ ]

Project Planning

1. Schedule of the proposed training:

[ ] Weekend

[ ] Weekdays

[ ] Other
timing (specify)________________
2. Venue of the planned training

[ ] Organizations Training Center

[ ] Out-of-town Venue
[ ] Off-site Venue

3. Method of conducting the training:

Workshop

[ ] On-the-job learning

[]

[ ] Others (specify)
__________________
4. Estimated Budget: ________________________________________________________
5. Required Personnel or Resources: ____________________________________________
6. Estimated Completion Date:
Part V

______________________________________________

Conclusion

Without a skilled set of employees business offices cannot function. The skill levels
of all employees in the front office of any organization, be it a hotel, hospital, and a
modern office, help businesses grow. The completed skills training program will
improve the performance of the employees and create and maintain positive
relationships with all other departments of the company. They will recognize its
relations to the front desk area.
Can the workshop/training address the identified skill needs? What else can this
training address?