Front Office Operations

No prerequisite.

This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement.

The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel.

The student will further be instructed in all aspects of the unique relationship between the front office and the other departments of the hotel. New case studies and the most current real-world examples will help the student to understand: the role of each staff member in maintaining quality service, the strategy to keep the front office profitable, the guest safety and key control guidelines that must be part of daily procedures and the impact of the latest technology.

After successful completion of this course, students will be able to:

KNOWLEDGE

1. Classify hotels in terms of their ownership, affiliation, and levels of service.
2. Describe how hotels are organized and explain how functional areas within hotels are classified.
3. Summarize front office operations during the four stages of the guest cycle.
4. Discuss the sales dimension of the reservations process and identify the tools managers use to track and control reservations.
5. List the seven steps of the registration process and discuss creative registration options.
6. Identify typical service requests that guests make at the front desk.
7. Explain important issues in developing and managing a security program.
8. Describe the process of creating and maintaining front office accounts.
9. Identify functions and procedures related to the check-out and account settlement process.
10.Discuss typical cleaning responsibilities of the housekeeping department.
11. Summarize the steps in the front office audit process.
12.Apply the ratios and formulas managers use to forecast room availability.
13.Explain the concept of revenue management and discuss how managers can maximize revenue by using forecast information in capacity management, discount allocation, and duration control.
14.Identify the steps in effective hiring and orientation.

SKILLS

1. Interpersonal communication
2. Organization theory and behaviour

ABILITIES

1. Teamwork
2. Leadership

ATTITUDES

1. Cultural sensibility
2. Ethical consideration
3. Commitment to industry excellence
4. Abilities for customer service environment

1. The Lodging Industry
2. Hotel Organization
3. Front Office Operations: Reservations; Registration; Communications and Guest Service
4. Security and the Lodging Industry
5. Front Office Accounting: Check-out and Account Settlement
6. The Role of Housekeeping in Hospitality Operations
7. The Front Office Audit
8. Planning and Evaluating Operations
9. Revenue Management
10.Managing Human Resources

Traditional lecturing of main concepts and methodologies will be employed. In addition, a variety of methods will be used to deliver content and reach the learning objectives of this module.
These include in class discussions, case studies, discussion

Exams may include essays, short answers, or MCQs. Formats include open/closed book. Time zones are considered. Assessments are formative and summative. Students have 2 weeks to review grades and must follow the appeal process in the Student Handbook

Certificate

Please note that there are three semesters as intake periods as noted on the academic calendar.
Scholarship Awarded (Total Fee: €100)

Registration is done online.