Front_Office_Operations
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Front Office Operations
June 2010
Essential Reading
Confederation of Tourism and Hospitality (CTH) – Front Office Operations: Study Text (Paperback) by BPP Learning Media (Author)
Publisher: BPP Learning Media (July 2009) ISBN: 9780 7517 7795 6
http://www.bpp.com/learning-materials/our-products/tourism--hospitality/cth-dip-in-hotel-management.aspx
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Content
I.Description
II.Learning Outcomes
III. Syllabus
IV. Assessment
V.Chapters 1 - 9
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Description
Description
This module introduces students to the systems and procedures required for Front Office Operations. It provides an overview of the functions and supervisory aspects of the front office department. Students will develop knowledge and skills in departmental procedures as well as understanding the key legislation.
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Content
I.Description
II.Learning Outcomes
III. Syllabus
IV. Assessment
V.Chapters 1 - 9
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Learning Outcomes
Summary of Learning Outcomes
On completion of this module, students will be able to:
zDemonstrate knowledge of the key functional areas of front office
zDescribe the function and activities of the reservations, reception and cashiers departments
zAnalyse guest accounting processes
zReview the use yield management, statistics and reports within the front office operation
zExplain the importance of security and safety within rooms division including key legislation for reception operations
zDescribe the key features of the communication services available to guests
zExplain the role front office plays in in selling hotel services and facilities
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Content
I.Description
II.Learning Outcomes
III. Syllabus
IV. Assessment
V.Chapters 1 - 9
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Syllabus – Part 1 of 6
Syllabus
Introduction to front office operations
●The organisation structure of rooms division.
●Front of house departments; reception, advance reservations, cashiering, guest relations, switchboard, concierge, portering.
●Roles and responsibilities of front of house staff.
●The guest cycle
●Property management systems
●Liaison with other departments
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Syllabus – Part 2 of 6
Syllabus
Reservation procedures
●Recording reservations - the information needed when receiving a request
●Manual methods used to record bookings - diaries, conventional charts, density charts
●Electronic booking systems which provide hardware and software and support point-of-sale systems
●Guaranteeing reservations, advance deposits and pre-payments
●International terms for rooms and bed types
●Packages offered by hotels
●Room allocation (covered in Chapter 3)
●Confirmation procedures, deposits and guaranteed arrivals
●Reservation status, release times. Cancellation procedures
●Handling corporate and group reservations
●Booking bedrooms for conference and banqueting events
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Syllabus – Part 3 of 6
Syllabus
Check-in procedures
Check-out procedures
●Procedures for receiving and checking in guests
●Manual and electronic room status systems
●Chance arrivals. Group check in. Non-arrivals. Walking a guest.
●VIP and guests with special requirements
●Wake up calls and papers.
●Posting charges. Preparing and presenting guest bills
●Payment procedures, accepting different methods of payment
●Express check-out. Recording deposits and prepayments
●Processing visitors paid outs (VPO's), disbursements, petty cash
●Foreign currency exchange
●safe handling of cash and other forms of payment
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