Holy Angel University
College of Hospitality and Tourism Management Angeles City
1st Semester, S.Y. 2017- 2018
HFRONTSERV2|1 Course Outline and Learning Plan
Faculty: Patricia S. Ambrosio
Course Title: Front Office Management Services 2 Course Code: HFRONTSERV2
Number of Units: 3 Units Contact Hours Per Week: 3 Hours
Pre-requisite subject/s: HFRONTSERV1 COURSE CONTENT:
Timetable
Course Content/Subject Matter Resource Materials
1 Orientation on Course Overview, Objectives, Grading System, Requirements
2 Organization of the Front Office Department Chapter 4
Sharma, C. (2014). Basic of hotel front office management.
New Delhi. Centrum Press.
3 Role of Front Desk Receptionist Chapter 1
Sharma, C. (2014). Basic of hotel front office management.
New Delhi. Centrum Press.
4 Overview - Micros System, Inc.
Basic Functions Micros Opera
FIDELIO FRONT OFFICE USER MANUAL version 6.20 5
The Six Types of Profiles
FIDELIO FRONT OFFICE USER MANUAL version 6.20
6 The Six Types of Profiles FIDELIO FRONT OFFICE
USER MANUAL version 6.20 7
Reservation
FIDELIO FRONT OFFICE USER MANUAL version 6.20 8
Reservation FIDELIO FRONT OFFICE
USER MANUAL version 6.20
Holy Angel University
College of Hospitality and Tourism Management Angeles City
1st Semester, S.Y. 2017- 2018
HFRONTSERV2|2
Handling customer complaints
MIDTERM EXAM 10 Reservation Process
FIDELIO FRONT OFFICE USER MANUAL version 6.20 11
Check-in/Reception Activities FIDELIO FRONT OFFICE USER MANUAL version 6.20 12
In House Sales
Fidelio front office user manual version 6.30
13
Cashiering FO Accounting
FIDELIO FRONT OFFICE USER MANUAL version 6.20
14 Blocking FIDELIO FRONT OFFICE
USER MANUAL version 6.20 15 Check-out and Settlements with accounting.
FRONT OFFICE USER MANUAL version 6.20 16-
17
Rooms Management FIDELIO FRONT OFFICE
USER MANUAL version 6.20 FINAL EXAM
References:
Bardi, J. (2011). Hotel front office management. New Jersey.
Choudhary V. (2016). Fundamentals of front office operations and administration. New Delhi.
Anmol.
Hudson, S. (2013). Customer service for hospitality and tourism. Oxford. Goodfellow.
Lucas, R. (2015) Customer Service: A practical approach. New York. McGraw Hill.
Medina, Roberto. (2016). Hotel and resort front office management. Philippines. Unlimited Books Library Services.
O’Shannessy V. (2011). Front office skills: A practical Approach.
Sancianco, H. (2012. Creating great customer service. Philippines. Anvil.
Saxena, R. (2014). Fundamentals of service quality management in hospitality and tourism.
New Delhi. Anmol.
Sharma, C. (2014). Basic of hotel front office management. New Delhi. Centrum Press.
Holy Angel University
College of Hospitality and Tourism Management Angeles City
1st Semester, S.Y. 2017- 2018
HFRONTSERV2|3 Stroman, J. (2012). Administrative’s assistant’s and secretary’s handbook. New York.
American management Association.
Utherland A., & Court J. (2013) The front office manual: the definitive guide to trading, structuring and sales. Macmillan.
