COURSE OUTLINE HTM333
Managing Front Office Operations
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 settlement. The course also examines the various elements of
effective front office management, paying particular attention to the planning and
evaluation of front operations and to human resources management. Front office procedures
and management are placed within the context of the overall operation of a
Evaluation: The student must complete twelve basic, self-scoring
quizzes, four progress tests and a comprehensive final
Required to pass.
Learning Resources: Front Office Procedures,
by Michael L Kasavana, Ph.D., and Richard M. Brooks,
Learning Objectives: At the completion of this
course, students should be able to:
an organization chart depicting the functional relationships among hotel divisions and
Explain the function and operation of the various systems forms, equipment,
applications found in the front office.
an efficient reservation system that records crucial information which
problems in processing various types of reservations.
a registration system that helps ensure a hotels profitability while meeting the
of guests by using effective guestroom sales techniques and
efficient credit establishment
5. Develop an efficient communication system to operate within the
front office and between the
front office and departments such as housekeeping and
Develop procedures regarding hotel safety and security, with particular emphasis on
Develop procedures for handling complaints.
Follow basic hotel accounting procedures ranging from posting accounts to
and check transactions at the front desk.
Develop and follow checkout and settlement procedures.
and perform the steps involved in the night audit process.
statistics relevant to establishing room rates, forecasting room availability, budgeting
for operations, and evaluating front office operations.
basic concepts and principles of revenue management in a front office setting.
13. Explain the important elements of recruiting, selecting,
orienting, and training front office
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Last Updated July 6, 2008