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).

Credits

3 Credits

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

Department

Business

II. Course Specification

Course Type

Program Requirement

Credit Hours Narrative

3 Credits

Semester Contact Hours Lecture

45

Grading Method

Letter grade

Repeatable

N

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. B. Describe the organization of a hotel and the front office. C. Identify the types of reservations, how they are made, confirmed and maintained. D. 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. E. Measure yields using revenue management formulas and explain the various components of revenue management. F. Identify basic management functions and how they affect the front office when setting rates, forecasting room availability, budgeting and evaluating operations. G. Describe accounting fundamentals and analyze basic front office financial statements. H. Describe front office responsibilities, focusing on communications, guest services, guest relations and security functions. I. Perform opening, closing, housekeeping maintenance, food and beverage billing and night audit duties at the front desk. J. Explain and demonstrate forecasting room availability, establishment of room rates, budgeting operations and evaluating front office procedures. K. Discuss and demonstrate measuring yields in room rates, RevPar, multiple occupancy percentages, potential average rate, rate special and required non-room revenue per guest. L. 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