HOSP 154 Front Office Management
This course prepares students to perform and manage functions of the front desk operations in the lodging industry. Students receive the knowledge to understand, perform, and manage computerized reservations, registration, settlement of guest accounts, audit, revenue and yield management, and guest history using a computerized property management system (PMS).
HOSP 154Front Office Management
Please note: This is not a course syllabus. A course syllabus is unique to a particular section of a course by instructor. This curriculum guide provides general information about a course.
I. General Information
II. Course Specification
Course Type
Program Requirement
Credit Hours Narrative
3 Credits
Semester Contact Hours Lecture
45
Grading Method
Letter grade
III. Catalog Course Description
This course prepares students to perform and manage functions of the front desk operations in the lodging industry. Students receive the knowledge to understand, perform, and manage computerized reservations, registration, settlement of guest accounts, audit, revenue and yield management, and guest history using a computerized property management system (PMS).
IV. Student Learning Outcomes
Upon completion of this course, a student will be able to:
- Describe the structure of the hospitality industry.
- Describe the organization of a hotel and the front office.
- Identify the types of reservations, how they are made, confirmed and maintained.
- Describe the progress of the guest through the guest cycle and demonstrate how front office systems, forms, structure, equipment and technology support each phase of the cycle.
- Measure yields using revenue management formulas and explain the various components of revenue management.
- Identify basic management functions and how they affect the front office when setting rates, forecasting room availability, budgeting and evaluating operations.
- Describe accounting fundamentals and analyze basic front office financial statements.
- Describe front office responsibilities, focusing on communications, guest services, guest relations and security functions.
- Perform opening, closing, housekeeping maintenance, food and beverage billing and night audit duties at the front desk.
- Explain and demonstrate forecasting room availability, establishment of room rates,budgeting operations and evaluating front office procedures.
- Discuss and demonstrate measuring yields in room rates, RevPar, multiple occupancy percentages, potential average rate, rate special and required non room revenue per guest.
- Discuss human resource management: recruiting practices, selecting new employees,hiring practices, orienting staff members, training, scheduling, motivation and disciplinary activities.
V. Topical Outline (Course Content)
The lodging industry: classifying guests and hotels.
B. Hotel organization
C. Front office operations
D. Reservations
E. Registration
F. Communications and guest services
G. Security and the lodging industry
H. Front office accounting
I. Check-out and account settlement
J. The role of housekeeping in hospitality operations
K. The front office Audit
L. Planning and evaluating operations
M. Revenue management
N. Managing human resources.
O. Internet concepts
VI. Delivery Methodologies
Required Assignments
Chapter homework and case studies with each chapter 1-14
Complete a four-hour job shadow at the night audit position.
Complete 10 hours of lab work on the Innsoft Check In program
Required Exams
Chapter tests
Packet review of job shadow
Innsoft Check In evaluation forms
Final exam with certification from the American Hotel and Lodging Association
Required Text
Managing Front Office Operations. Jefferies and Brown. 5th edition.
Specific Course Activity Assignment or Assessment Requirements
Chapter homework and case studies with each chapter 1-14
Complete a four-hour job shadow at the night audit position.
Complete 10 hours of lab work on the Innsoft Check In program Chapter tests
Packet review of job shadow
Innsoft Check In evaluation forms
Final exam with certification from the American Hotel and Lodging Association