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 hotel.

Evaluation: The student must complete twelve basic, self-scoring review
      quizzes, four progress tests and a comprehensive final examination. 70%
       Required to pass.

Learning Resources: Front Office Procedures, Sixth Edition, 
      by Michael L Kasavana, Ph.D., and Richard M. Brooks, CHA  

Learning Objectives: At the completion of this course, students should be able to:
1.    Develop an organization chart depicting the functional relationships among hotel divisions and
       departments.
2.    Explain the function and operation of the various systems forms, equipment, and computer
       applications found in the front office.
3.    Construct an efficient reservation system that records crucial information   which avoiding
       problems in processing various types of reservations.
4.    Construct a registration system that helps ensure a hotel’s profitability while meeting the needs
      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 maintenance.
6.    Develop procedures regarding hotel safety and security, with particular emphasis on key control
       and emergencies.
7.    Develop procedures for handling complaints.
8.    Follow basic hotel accounting procedures ranging from posting accounts to conducting cash
       and check transactions at the front desk.
9.    Develop and follow checkout and settlement procedures.
10.  Explain and perform the steps involved in the night audit process.
11.  Analyze statistics relevant to establishing room rates, forecasting room availability, budgeting
      for operations, and evaluating front office operations.
12.  Apply 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
       employees.

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Last Updated July 6, 2008