In Front of the Guest
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Free, open school · Guest service

In Front of
the Guest.

The free school of guest service in real hotel operations. All 54 lessons are open right here: study them at your own pace, no sign-up needed.

Start with Lesson 0 See all 54 lessons
500+ professionals trained for free54 lessons · 16 modulesFree certificateIn English and Spanish

What this school is

You’ve already studied the technique. Here you’ll learn the other half of the craft.

What happens when you have a guest in front of you, and what your general manager expects of you at that moment.

01

How to enter an occupied room.

02

How to read a table.

03

How to report a breakdown.

04

How to walk a complaint through until the guest’s trust is restored.

Guest service applied to real hotel operations, told by a hotel general manager.

500+professionals trained for free
54open lessons, each with its answer
16modules: the hotel, department by department
2languages: English and Spanish

The lessons

54 lessons · 16 modules. All open.

Start with Lesson 0 or go straight to the department you care about. Every lesson can be studied here and downloaded as a PDF.

Introductory ModuleThe Craft and the Attitude4 lessons
Module 1Front Officewhere the hotel shows its face6 lessons
Module 2Housekeepingthe invisible standard5 lessons
Module 3Guest Relationsanticipate before you resolve3 lessons
Module 4Butler and Personalized Service3 lessons
Module 5Restaurant and Barsthe service people remember5 lessons
Module 6Kitchenthe part the guest sees3 lessons
Module 7Events and Banquets2 lessons
Module 8Maintenance in Front of the Guest3 lessons
Module 9Spa and Wellness2 lessons
Module 10Entertainmentthe face of the hotel2 lessons
Module 11Securityfirmness with a smile3 lessons
Module 12The Difficult Guest3 lessons
Module 13The Team, the Shift and Quality3 lessons
Module 14Your Careerhow people really get promoted2 lessons
Extra ModuleSelling Is Serving5 lessons

Download the official syllabus as a PDF: all 54 lessons with their titles, module by module.

Official syllabus · PDF
Download the syllabus

The whole season in one book. The complete study book, with all 54 lessons and their answers, in a single PDF. Download it freely and share it with anyone who needs it.

Complete study book · PDF · Free · Not for sale
Download the study book

How it works

At your own pace, lesson by lesson.

No dates and no sign-up: come in, pick a lesson and study. This is how each step works.

Method01
  1. 01
  2. 02
  3. 03
  4. 04
01Step 01 of 04

At your own pace, no sign-up.

Method

Pick your lesson

All 54 lessons are open from day one, organized into 16 modules. Start with Lesson 0 or go straight to the department you care about.

02Step 02 of 04

At your own pace, no sign-up.

Method

Study it here or download it

Every lesson reads comfortably on the website, even on your phone, and downloads as a light PDF to save, print or share.

03Step 03 of 04

At your own pace, no sign-up.

Method

Exercise and answer

Every lesson ends with an exercise. Write your answer and tap “See how I would do it”: the reasoned answer — not just the answer, but why it’s that one and not another.

04Step 04 of 04

At your own pace, no sign-up.

Method

The book and the exam

When you finish, download the study book with all 54 lessons and their answers, and take the final exam to earn your Certificate of Achievement.

54lessons
16modules
Freeno advertising and no commercial purpose

What you’ll find in each lesson

What every one of the 54 lessons includes.

01

A real situation

02

A step-by-step action script

03

How to hold the standard when resources are limited

04

Common mistakes

05

The code

DODON’TNEVER

06

A golden rule

07

An exercise

With its reasoned answer, right after it.

Your progress · optional

Study without signing up. Sign up if you want to keep track.

Every lesson is open to anyone. If you sign up, you keep your progress, your answers and your details for the final exam: just your name, exactly as you want it on the certificate, and your email.

01

Your progress, lesson by lesson

Mark each lesson as studied and see how much is left before the exam.

02

Your answers, saved

What you write in each exercise stays on your device, so you can review it whenever you like.

03

Ready for the exam

Your name and email, ready for the final exam and your Certificate of Achievement.

Your details are used only for your progress and your certificate. Your progress is saved on this device.

Final exam and Certificate of Achievement

Free, like everything else.

When you finish the 54 lessons, download the study book, review it and take the final exam. No dates: whenever you are ready.

32questions
23correct answers to pass, 70%
2sittings: the second arrives by email for anyone who needs it

Whoever passes receives the Certificate of Achievement, with their name and validation code.

How the exam works

01

Keep the syllabus in front of you

This isn’t a memory test; it’s a test of judgment, and judgment looks things up. Open the book, find the module and go back to the question.

02

32 questions, one answer

Four options and only one is correct. You pass with 23 correct answers, 70%. Wrong answers don’t count against you: always answer, even if you’re unsure.

03

Your name and your email

Write your name exactly as you want it on the certificate, and your email carefully: that is where it will arrive.

04

Tap “View score”

When you submit, you’ll see your grade, which questions you got wrong, which answer was correct and why. That screen can’t be retrieved later: read it calmly.

05

The certificate arrives by email

With 23 or more correct answers you receive your Certificate of Achievement and your complete exam review as a PDF. With fewer, you still receive the review and a second chance. If the email takes a few hours, it will still arrive.

06

One attempt

Once per sitting. Answer on your own, with what you have learned in the school.

The English exam opens soon

The final exam in English is being set up. Meanwhile, every lesson, every answer and the study book are already open.

The English exam opens soon

The second chance

If you don’t reach 23 correct answers, that isn’t the end. You can take the second sitting: a different exam, with another 32 questions on the same material and under the same conditions. Before it, you have your complete review as a PDF, with the reason for each mistake and the lesson it came from: study it and come back.

It is only for those who took the first exam and didn’t pass: the link to the second sitting arrives by email, together with the review, and it isn’t published here. One attempt, and the certificate you earn is the same Certificate of Achievement.

Why it was born and why it’s free

A way of giving back to this profession part of what it gave me.

In Front of the Guest was born to meet a training need I came to know as a general manager in Cuba. The hands-on training that for years came with international chains and foreign professionals now arrives with far more difficulty.

This school is my way of giving back to Cuba and to this profession part of everything they gave me. That is why it is free, with no advertising and no commercial purpose, and it is studied right here, with light materials designed for any connection.

Once it existed, there was no reason to limit it to one place. The school is open to any student or professional who wants to improve the way they serve guests in real hotel operations, in English and in Spanish.

Who it’s for

For any hotel professional who may find themselves with a guest in front of them.

Whatever their department.

Those starting out

No previous experience

None needed. Just a phone or a computer.

Those looking for a method

Putting order into what you do by instinct

If you already work in a hotel, it will help you put order into what you do by instinct.

Those who want to understand others

Understanding other people’s work

The program goes through departments and situations common to any hotel.

I ask only one thing: share the school with anyone who might need it.

Frequently asked questions

What people usually ask before coming in.

How much does it cost?

Nothing. Not now, not later. There is no advertising, no product behind it and no data is sold.

Do I have to sign up?

No. Every lesson, every answer and the book are open. Signing up is optional: it keeps track of your progress and has your details ready for the exam.

Do I need previous experience?

No. If you already work in a hotel, it will help you put order into what you do by instinct.

How long does it take?

A few minutes of reading per lesson, plus the exercise. You set the pace.

Is it useful for my hotel, which isn’t a resort?

Yes. The program goes through departments and situations common to any hotel.

Do I have to install anything?

No. You study in your phone’s or computer’s browser, and every lesson downloads as a PDF.

Which legal framework does it follow?

The lessons keep the Spanish legal framework; wherever you work, apply your own country’s laws and your hotel’s protocols.

Is it available in Spanish?

Yes. The original school is in Spanish: Delante del Huésped, with the same 54 lessons and their answers.

Who I am · The author

“The most beautiful thing about this profession is becoming part of the beautiful memories of the people who visit us. Over the years I came to understand that so is training and developing the people you work with.”
Daniel Roiz Baztán
Daniel Roiz BaztánCreator, director and teacher of the school. Hotel general manager and director of operations in Spain and the Caribbean. Author of the Hospitality Collection.

General Manager with international experience leading luxury resorts, lifestyle and wellness hotels, and complex hotel operations in Spain and the Caribbean. Specialized in premium guest experience, personalized guest journeys, management of VIP services, wellness, operational excellence and the development of high-performance teams.

He has led reopenings, asset repositionings and operational transformations at luxury resorts, lifestyle hotels, Adults Only concepts, Diamond Club and high-end hospitality settings. Recognized for building cultures of service excellence where guest experience, leadership and operational discipline generate sustainable results.

He is the author of the Hospitality Collection — three volumes devoted to the craft of managing and operating hotels — and the creator, director and teacher of In Front of the Guest, the free school of guest service in real hotel operations.

My career and my channels

My professional background, the three volumes of the Hospitality Collection and where to follow the school.

My careerLinkedInMy books

The school on social media

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delantedelhuesped@gmail.com

Original Spanish work registered with the Intellectual Property Registry of the Principality of Asturias (Spain) · Entry 05/2026/526