HOSP-221: Front Office Procedures and Guest Services

Business, Entrepreneurship, & Professional Development
Hospitality Studies
Academic Level
Course Subject
Course Number
Course Title
Front Office Procedures and Guest Services
Credit Hours
Instructor Contact Hours Per Semester
47.00 (for 15-week classes)
Student Contact Hours Per Semester
47.00 (for 15-week classes)
Grading Method
Catalog Course Description

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

Core Course Topics
  1. The Front Office
  2. Equipment
  3. Reservation Process
  4. Hotel Information System
  5. Registration Process
  6. Room Status Process
  7. The Guest Accounting System
  8. Night Audit
  9. Check-out/Settlement
Core Course Learning Objectives (Separated)
  1. Identify various types of hotels in terms of service they provide for the guest.
  2. Analyze (in classroom groups) various case studies of the lodging operation while stressing the "team" aspect for decision making.
  3. Create an organizational chart for a mid-sized hotel.
  4. List job specifications and tailor job descriptions for specific front office positions.
  5. Explain the function and operation of basic front office equipment.
  6. Identify the terms used in guest reservations.
  7. Identify the process of guest registration.
  8. Demonstrate the procedures for managing front office operations utilizing a computer.
  9. Identify functions and procedures related to guest check-out.
  10. Identify functions and procedures pertaining to settlement process for a guest at a hotel.
  11. Describe the functions of the night audit and various financial reports prepared by the front desk.
  12. Demonstrate the "Virtual Hotel Software - Performance for Front Desk Employees" on the computer.
  13. Develop procedures for handling complaints.
  14. Describe the elements of a security program in a lodging operation.
  15. Compare the target markets of the various categories of lodging operations.
  16. Discuss guest communications within the lodging industry.

Assessment and Requirements

Assessment of Academic Achievement
  • Chapter Assignments
  • Virtual Hotel/Front Office Simulations
  • Group Case Studies
  • Progress Tests
  • Final Exam

Grading Scale:

  • 90% - 100% A
  • 80% - 89% B
  • 70% - 79% C
  • 60% - 69% D
  • 0% - 59% E
General Course Requirements and Recommendations

Basic keyboarding skills; calculator


Managing Front Office Operations, by Michael Kasavana and Richard Brooks (Current Edition)

Approval Dates

Effective Term
Fall 2020
ILT Approval Date
AALC Approval Date
Curriculum Committee Approval Date