| SUBJECT CODE |
: DHM 333 |
| SUBJECT NAME |
: MANAGING FRONT OFFICE OPERATIONS |
| SEMESTER |
: 1 |
| CREDIT HOURS |
: 5 |
| SCHOOL |
: School of Hospitality and Tourism Management |
| COURSE |
: Diploma / Diploma in Hospitality Management |
OBJECTIVES
At the completion of this course, students should be able to:
Identify the advantages and disadvantages of various types of hotel ownership and affiliation.
Create organisation charts depicting the line of responsibilities among positions, departments, and division within a hotel.
Describe guest services and guest accounting tasks appropriate to the different stages of the traditional guest cycle.
Explain the function of registration records and registration cards.
Describe front office procedures for responding to guest information requests.
Calculate a hotels potential average rate and explain how managers use this concept as a revenue management tool.
Explain the important elements of recruiting, selecting, orienting, and training front office employees.
LEARNING OUTCOME
Week 1
Classify hotels in terms of the major target markets attracted to the features and benefits they offer.
Classify hotels in terms of the level of service they provide for guest.
Identify the advantages and disadvantages of different types of hotel ownership and affiliation.
Describe characteristics of the business, leisure, and group travel markets.
Identify factors that affect travellers buying decisions and describe what hotel can do to reward loyal guests.
Week 2
Explain what a mission is and describe how goals, strategies, and tactics are used to accomplish a hotels mission.
Create organisation charts depicting the lines of responsibility among positions, departments, and divisions within a hotel.
Distinguish front-of-the-house areas from back-of-the-house areas and revenue centres from support centres.
Describe the functions performed by departments and positions within the rooms division.
Week 3
Describe guest services and guest accounting tasks appropriate to the different stages of the traditional guest.
Define the terms used to identify the status of guestrooms throughout the day.
Explain how front office record-keeping systems have evolved.
Identify basic features of front office applications common to hotel property management systems.
Week 4
Describe the different types of reservations and identify the
information sought during a reservation inquiry and contained in a
reservation record.
Identify major sources of reservations.
Identify the tools managers use to track and control reservations availability.
Explain the function of typical management reports and reservations records that can be generated from reservations data.
Week 5
Explain the function of pre-registration and identify pre-registration activities.
Describe the function of registration records and registration cards.
Identify factors that affect room and rate assignments during the registration process.
Outline procedures for establishing the guests method of payment at registration.
Week 6
Describe the front desk agents role in addressing special requests from guests during registration.
Describe techniques used to upsell guests during registration.
Explain how to handle situations in which guests cannot be accommodated by the hotel.
Week 7
Describe front office procedures for responding to guest information requests
Week 8
Identify typical service requests that guests make at the front desk.
Describe general approaches to handling guest complaints.
Week 9
Explain the key issues in developing and managing a security program.
Describe the role that managers play in a propertys security program.
Explain the importance of setting up a security program,
including security staffing and having a liaison with local law
enforcement.
Identify the elements of security training that are critical to an effective security program.
List and describe the legal concepts and societal concerns related to security issues.
Week 10
Define the types of accounts and folios used in front office accounting.
Distinguish between the guest ledger and the city ledger.
Describe the process of creating and maintaining front office accounts.
Describe typical procedures for processing and tracking common front office accounting transactions.
Describe internal control procedures for front office operations.
Week 11
Identify functions and procedures related to the check-out and settlement process.
Describe methods of settlement for settlement for guest accounts.
Explain why hotels may charge late check-out fees.
Week 12
Describe express check-out and self check-out procedures.
Explain elements of an effective billing and collection process.
Explain how managers use guest history files.
Week 13
Describe the role of the housekeeping department in hotel operations.
Explain the relationship between housekeeping and maintenance departments.
Identify typical cleaning responsibilities of the housekeeping management.
Explain how executive housekeepers use such tools as area
inventory lists, frequency schedules, performance standards, and
productivity standards to plan the work of the housekeeping department.
Distinguish between recycled and non-recycled inventories.
Week 14
Identify the functions of the front office audit and the duties of the front office auditor.
Describe the tools used by the front office auditor to balance the days transactions.
Week 15
Identify the steps in the front office audit process.
Explain the function of a system update
Week 16
Describe the management process in terms of the functions front office managers perform to achieve organizational objectives.
Explain how managers establish room rates.
Identify special room rate categories.
Week 17
Apply the ratios and formulas managers use to forecast room availability.
Explain how front office managers forecast room revenue to estimate expenses when budgeting for operations.
Describe how managers use various reports and ratios to evaluate front office operations.
Week 18
Explain how managers maximize revenue by using forecast
information in capacity management, discount allocation and duration
control.
Calculate a hotels potential average rate and explain how managers use this concept as a revenue management.
Calculate a hotels room rate achievement factor, yield
statistic and revPAR and explain how managers use these concepts as
revenue management tools.
Explain how managers use the following revenue management
tools: identical yields, equivalent occupancy, and required non-room
revenue per guest.
Week 19
Explain how revenue management decisions are affected by:
group room sales, transient room sales, food and beverage activity,
conventions and special events.
Distinguish revenue management and room availability tactics
managers implement during high demand periods from those tactics used
during low demand periods.
Week 20
Describe the advantages and disadvantages of both internal and external recruiting methods.
Distinguish open-ended interview questions from closed-ended interview questions.
Identify the steps in effective hiring and orientation.
Identify steps in the job analysis process and describe how they help a front office manager prepare to train staff.
Identify techniques that front office managers can use to schedule and motivate staff members.
SYNOPSIS
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 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.
Course Table Contents
http://develop.eiacademic.com/productview.aspx?id=1042&viewId=TOC
Course Syllabus
http://develop.eiacademic.com/productview.aspx?id=1042&viewId=Syllabus
Course Power Point Presentation
http://develop.eiacademic.com/productview.aspx?id=1042&viewId=Powerpoint
Semester & Subjects
Calendar & Timetable
Video Seminars
