Course Description:

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.

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.

[ TOPICS ]

• The Lodging Industry
• Hotel Organization
• Front Office Operations
• Reservations
• Registration
• Front Office Responsibilities
• Security and the Lodging Industry
• Front Office Accounting
• Check-Out and Account Settlement
• The Role of Housekeeping in Hospitality Operations
• The Front Office Audit
• Planning and Evaluating Operations
• Revenue Management
• Managing Human Resources