Presents a systematic approach to the front office procedures by detailing the flow of business in the lodging operation. Examines the various jobs in the hotel/motel front office, and emphasizes guest relations and services, night audit, and check-out procedures.
Goals, Topics, and Objectives
- The Front Office
- Reservation Process
- Hotel Information System
- Registration Process
- Room Status Process
- The Guest Accounting System
- Night Audit
- Identify various types of hotels in terms of service they provide for the guest.
- Analyze (in classroom groups) various case studies of the lodging operation while stressing the "team" aspect for decision making.
- Create an organizational chart for a mid-sized hotel.
- List job specifications and tailor job descriptions for specific front office positions.
- Explain the function and operation of basic front office equipment.
- Identify the terms used in guest's reservations.
- Identify the process of guest's registration.
- Demonstrate the procedures for managing front office operations utilizing a computer.
- Identify functions and procedures related to guest's check-out.
- Identify functions and procedures pertaining to settlement process for a guest at a hotel.
- Describe the functions of the night audit and various financial reports prepared by the front desk.
- Demonstrate the "Virtual Hotel Software - Performance for Front Desk Employees" on the computer.*
- Develop procedures for handling complaints.
- Describe the elements of a security program in a lodging operation.
- Compare the target markets of the various categories of lodging operations.
- Discuss guest communications within the lodging industry.
Assessment and Requirements
- Chapter Assignments
- Virtual Hotel/Front Office Simulations
- Group Case Studies
- Progress Tests
- Final Exam
- 90% - 100% A
- 80% - 89% B
- 70% - 79% C
- 60% - 69% D
- 0% - 59% E
Basic keyboarding skills; calculator
Managing Front Office Operations, by Michael Kasavana and Richard Brooks (Current Edition)