iti 11 April 2025

ITI Front Office Assistant Trade Syllabus 

The ITI "Front Office Assistant" trade is a one-year vocational training program under the Craftsman Training Scheme (CTS), governed by the National Council for Vocational Training (NCVT). This course equips trainees with skills in managing front desk operations, handling customer inquiries, and performing administrative duties in various settings such as hotels, offices, and hospitals. The syllabus integrates theoretical knowledge, practical front office skills, and employability training to prepare students for roles such as front office assistants, receptionists, or customer service representatives in hospitality, corporate, or service industries.

Course Overview

  • Duration: 1 year (2 semesters, each 6 months)
  • NSQF Level: Level 4
  • Eligibility: Minimum 10th grade pass (or equivalent)
  • Objective: To train individuals in front office management, customer interaction, and basic office administration to ensure efficient and professional service delivery.

Detailed Syllabus Breakdown 

1. Trade Theory (Theoretical Knowledge)

Covers foundational concepts in front office operations and customer service.

  • Semester 1
    • Introduction to Front Office
      • Role and importance of a front office assistant.
      • Types of front offices: hotels, corporate offices, hospitals, travel agencies.
      • Organizational structure and hierarchy in front office settings.
    • Customer Service Basics
      • Principles of customer service: courtesy, empathy, responsiveness.
      • Handling customer inquiries, complaints, and feedback.
      • Importance of first impressions and professional appearance.
    • Communication Skills
      • Verbal communication: telephone etiquette, face-to-face interaction.
      • Non-verbal communication: body language, gestures.
      • Written communication: emails, letters, memos.
    • Office Equipment and Tools
      • Operation of office equipment: telephone systems, computers, printers.
      • Introduction to software: MS Office (Word, Excel), booking systems.
      • Record-keeping: guest logs, appointment schedules.
    • Safety and Hygiene
      • Workplace safety: fire exits, emergency procedures.
      • Personal hygiene and grooming standards.
      • Basic first aid: handling minor injuries, emergencies.
  • Semester 2
    • Advanced Front Office Operations
      • Reservation and booking procedures: manual and online systems.
      • Check-in and check-out processes in hospitality settings.
      • Billing and payment handling: cash, cards, invoices.
    • Customer Relationship Management
      • Building rapport with regular clients and guests.
      • Managing difficult customers and resolving conflicts.
      • Maintaining customer databases and follow-ups.
    • Office Administration
      • Filing and documentation: maintaining records, reports.
      • Scheduling: appointments, meetings, staff rosters.
      • Coordination with other departments: housekeeping, accounts, security.
    • Technology in Front Office
      • Use of Property Management Systems (PMS) in hotels.
      • Online booking platforms: features and operations.
      • Data security: protecting guest information, confidentiality.
    • Professional Skills
      • Time management: prioritizing tasks in a busy environment.
      • Teamwork: collaborating with colleagues and supervisors.
      • Entrepreneurship: starting a small front office service business.

2. Trade Practical (Hands-On Skills)

Focuses on practical front office and customer service skills.

  • Semester 1
    • Customer Interaction
      • Practicing telephone etiquette: answering calls, transferring, holding.
      • Role-playing customer inquiries and complaint handling.
      • Greeting and assisting visitors in a simulated front office setup.
    • Office Equipment Handling
      • Operating telephone systems and switchboards.
      • Using MS Word and Excel for basic documentation and data entry.
      • Managing printers and photocopiers for office tasks.
    • Record-Keeping
      • Maintaining guest registers and appointment logs.
      • Preparing sample emails, letters, and memos.
      • Filing documents in an organized manner.
    • Project Work
      • Simulating a front office desk for a day: handling inquiries, records.
      • Preparing a grooming and safety checklist for front office staff.
  • Semester 2
    • Front Office Operations
      • Practicing reservation and booking procedures for mock guests.
      • Simulating check-in/check-out processes in a hotel setup.
      • Handling billing: preparing invoices, processing payments.
    • Customer Service Practice
      • Role-playing conflict resolution with difficult customers.
      • Maintaining a customer database with follow-up entries.
      • Assisting VIP guests with special requests in simulations.
    • Administrative Tasks
      • Scheduling appointments and meetings for a mock office.
      • Coordinating with other departments in a simulated environment.
      • Preparing daily reports and staff duty rosters.
    • Project Work
      • Managing a mock front office for a week: reservations, customer service.
      • Presenting a report on front office operations and improvements.

3. Workshop Calculation and Science

Provides mathematical and scientific support for front office tasks.

  • Semester 1
    • Arithmetic: calculating bills, discounts, occupancy rates.
    • Measurements: time management, scheduling efficiency.
    • Logic: prioritizing tasks based on urgency.
  • Semester 2
    • Calculations: revenue tracking, expense summaries.
    • Statistics: analyzing customer feedback, occupancy trends.
    • Science: ergonomics for front office workstations.

4. Engineering Drawing

Focuses on technical drawing for office layouts.

  • Semester 1: Sketching basic front office layouts and seating plans.
  • Semester 2: Preparing detailed diagrams for front desk setups and equipment placement.

5. Employability Skills

Enhances job readiness and soft skills.

  • Semester 1
    • Communication skills: verbal and written customer interaction.
    • Time management: handling multiple tasks efficiently.
    • Basic IT skills: using office software effectively.
  • Semester 2
    • Teamwork: collaborating with office staff and departments.
    • Entrepreneurship: planning a small front office service.
    • Resume writing and interview preparation for front office roles.

Assessment and Certification

  • Examinations: Conducted semester-wise with theoretical and practical components.
  • Certification: Successful candidates receive the National Trade Certificate (NTC) from NCVT, recognized nationally and internationally.
  • Evaluation: Based on customer service skills, operational efficiency, theoretical knowledge, and project work.

Career Opportunities

  • Employment: Front office assistant, receptionist, customer service representative in hotels, offices, hospitals, or travel agencies.
  • Self-Employment: Freelance front office support or small reception service business.
  • Further Studies: Diploma in Hotel Management, Office Administration, or Customer Service.

Note

  • This syllabus aligns with the latest NCVT guidelines and may vary slightly based on institutional or state-specific requirements.
  • For the most current version, refer to the Directorate General of Training (DGT) website (dgt.gov.in) or consult your local ITI.

Trade Type

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