Basic of hotel front office management

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Holy Angel University

College of Hospitality and Tourism Management Angeles City

1^st Semester, S.Y. 2017- 2018

HFRONTSERV1 |1 Course Outline and Learning Plan

Faculty: Jeffrey T. Banal

Course Title: Front Office Services 1

Course Code: HFRONTSERV1

Number of Units: 3 UNITS

Contact Hours per Week: 3 HOURS Pre-requisite subject/s: HINTROTOUR Course Content:

Timetable

Course Content/Subject Matter Resource Materials

1 Orientation

 Course requirements in HFRONTSERV1

 Expectations for the entire semester

 Classroom Policies

Course Outline Student Manual Syllabus

2-3 1. The role of the front desk agent.

2. Working conditions of clerk

3. The front office and the back office 4. The history of front office agents in hotel,

motel and resorts

5. Tasks of the front desk agents

Sharma, C. (2014). Basic of hotel front office management.

Centrum Press. New Delhi, India

4-5 1. Introduction to Night Audit 2. The night audit process

3. Reconciling Room Discrepancies 4. Night Audit Process

5. The benefits and downfall of being the night auditor

6 1. Hotel reservation system

2. Online Booking system and reservation software

3. Online hotel reservations

4. Easy Hotel Online Booking System 5. Scope of Reservation system service

7-8 1. Rooms Division Department

2. Hotel Front Office Organizational Structure 3. Duties of Front Office Department Personnel 4. Attitudes of Front Office

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HFRONTSERV1 |2 5. Front office Operations, management and

organization

MIDTERM EXAM 10 1. Daily ops reports

2. Occupation ratios 3. Occupation percentage 4. Multiple Occupancy ratios 5. Average daily rate

6. Yield Management

7. Concept of yield management 8. Planning and Evaluating Operations 9. Forecasting Room Availability 10. Cancellations

11 1. Introduction to laundry department 2. Principles of Laundering

3. Laundry Agents 4. Dry Cleaning

12 1. Hotel linen and sizes 2. Bedspreads

3. Uniforms and Types of uniforms 4. Fabrics

5. Purchase of Linen

13 1. Manual Cleaning Equipment and their Usage 2. Rule for storage for equipment

3. Care and cleaning for different surfaces 4. Making up of a guest rooms

5. Making up of a checkout room.

6. Evening service/turning service 7. Inspection of guestrooms 8. Room Supplies

14- 15

1. Concept of Hospitality Service

2. The measurement model in Hotel industry 3. Effects of exogenous and endogenous

variables

4. Conceptual framework and hypotheses 5. Satisfaction and behavioral intentions 6. Service Encounter

7. Service and Economy 8. Business Strategy

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HFRONTSERV1 |3 16-

17

1. Researching Growth Areas in the Hospitality Industry

2. Founders of the Hotel Industry 3. Hotel Investment

4. \Occupancy

5. Average Daily Rate 6. RevPar

7. Hotel Ownership and Affiliation types

FINAL EXAM References:

Sharma, C. (2014). Basic of hotel front office management. Centrum Press. New Delhi, India

Choudary V. (2014). Fundamentals of front office operations and administration. Anmol Publications. New Delhi, India

Bardi, J. (2011). Hotel front office management. Wiley . New Jersey, USA

Oliverio, M. (2013). The office procedures and technology. South-Western Cengage Learning. Australia

Lagol, E. (2013). Front office systems and procedures. Mindshapers. Manila

Medina R. (2016). Hotel and resort front office management. Unlimited Books Library &

Publishing. Manila

Carino C. (2013). The hospitality industry an introduction. Mindshapers. Manila Video resources:

(2015) Role of technology in front office. 3GE Learning. UAE (2015) Front office operations. 3GE Learning. UAE

(2005) Front desk sales success. Innovision Media Concepts. Lansing, Micihigan (1996) Introduction to the front office and reception. VEA. Australia

(1997) 10 minute trainer front office. EIAH&MA. USA