Front Office Management Training (5 Days)
Date and Time
Date: Oct 6-10th, 2025, 8:30 AM – 5:00 PM
Venue
Kigali, Rwanda.
Overview
The front office serves as the face of any organization, creating the first impression that can make or break client relationships. This 5-day training program equips front office staff, receptionists, personal assistants, and administrative personnel with the skills necessary to deliver exceptional customer service, manage office operations effectively, and maintain a professional corporate image.
Through a combination of interactive sessions, role-plays, case studies, and practical exercises, participants will gain confidence in communication, customer handling, time management, and organizational etiquette.
Learning Objectives
Training Objectives
• To enhance professionalism and efficiency in front office operations.
• To build communication, interpersonal, and customer care skills.
• To improve organizational, time management, and multitasking skills.
• To strengthen telephone etiquette and office correspondence practices.
• To ensure alignment of front office practices with organizational goals.
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Training Benefits
• Improved customer and visitor experience.
• Enhanced professional image of the organization.
• Better handling of complaints and difficult clients.
• Increased efficiency and productivity in front office operations.
• Stronger teamwork and collaboration with other departments.
Who Should Attend
- • Front office managers and receptionists.
- • Administrative and office assistants.
- • Customer service officers.
- • Secretaries and executive assistants.
- • Any staff member handling client-facing duties.
Workshop Outline / Modules
Day 1: Introduction to Front Office Excellence
• Role and importance of the front office in an organization.
• Professionalism, image, and first impressions.
• Key responsibilities and challenges of front office staff.
• Case study: World-class front office standards.
Day 2: Communication and Customer Service Skills
• Effective verbal and non-verbal communication.
• Active listening and questioning techniques.
• Handling face-to-face interactions with professionalism.
• Role-play: Engaging with different types of clients.
Day 3: Telephone Etiquette and Office Correspondence
• Professional telephone handling techniques.
• Call screening, transferring, and message taking.
• Writing effective emails, memos, and internal communication.
• Exercise: Telephone role-plays and email drafting.
Day 4: Time, Records, and Office Management
• Time management and multitasking skills.
• Appointment scheduling and diary management.
• Record-keeping and document handling.
• Tools for managing a busy front office.
Day 5: Handling Challenges and Enhancing Front Office Operations
• Managing difficult clients and conflict resolution.
• Stress management and emotional intelligence at the workplace.
• Security, confidentiality, and ethical standards at the front office.
• Final activity: Developing a front office improvement plan.
• Certification and closing session.
Facilitator
Global Leadership Institute Trainers
Investment / Fees
- Standard Fee: USD 1090 per participant
- Group Discount:(3+ participants)- 10% off the standard fee
- Includes training materials, lunch, tea/coffee breaks, and certificate.
Registration Deadline
Oct 5th,2025
How to Register
- Register here: https://www.leadership.rw/register/ or click “Register/Apply to Attend”.
- Then, payment details will be shown/visible & automatically emailed to you.
- Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
- Need help? Email: info@leadership.rw Call +250 738 713 619, +254 722 223084(9 AM–5 PM EAT).