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. The EEOC, EEO laws and affirmative action.
2. Disability and Disabilities Act (ADA) and its implications for human resource managers at hospitality operations.
3. The importance of job analysis and job design.
4. Methods for forecasting labor demand, the advantages and disadvantages of internal and external recruiting, and the functions of a computer-based Human Resource Information System (HRIS).
5. The importance of the selection process, explain how managers use application forms and pre-employment tests as selection tools, and the types of selection errors and biases managers must overcome when screening job applicants.
6. The purpose of an orientation program, general property orientation and a specific job orientation, specific socialization strategies and approaches.
7. The stages of the training cycle and various training methods.
8. The functions of performance appraisals, commonly used methods of appraising performance, and legal issues relating to performance appraisals.
9. Types of compensation and the major influences on compensation plans.
10. The steps and options for establishing pay structures, and summarize current issues in compensation administration.
11. Effective incentive programs and four general categories of employee benefits.
12. The reasons employees join unions, the statistics and trends of union membership, and the goals and content of major U.S. legislation affecting labor relations.
13. Mandatory, voluntary, and illegal collective bargaining issues and common economic and non-economic reasons behind bargaining.
14. Major sources of grievances, typical grievance procedures, and outline how to prevent grievances at union properties.
15. The history, scope, and goal of the Occupational Safety and Health Act, and the enforcement of OSHA standards and requirements.
16. The components and benefits of an employee assistance program (EAP).
17. The hospitality industry's turnover problem, the costs of turnover, and several methods for reducing turnover.
18. Approaches to employee discipline.
19. The appropriate use of discharge in an employee discipline program and outline an effective exit interview system.
20. Ways in which hospitality companies assess and address social responsibility issues, and key factors in assessing whether behaviors are ethical.

[ TOPICS ]

1. Employment Laws and Applications
2. Job Analysis and Job Design
3. Planning and Recruiting
4. Selection
5. Orientation and Socialization
6. Training and Development
7. Evaluating Employee Performance
8. Compensation Administration
9. Incentive and Benefits Administration
10. Labor Unions
11. Negotiation and Collective Bargaining
12. Health, Safety, and EAPs
13. Turnover, Discipline, and Exits
14. Social Responsibility and Ethic