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Course Content
Module 1
0/58
Topic 1: The Lodging Industry
04:11
LO1: Identify Key Components and Structure of the Lodging Industry
04:30
LO2: Explain Essential Operational Functions of a Front Office
04:54
LO3: Implement Effective Communication Techniques within a Lodging Establishment
02:57
LO4: Develop Effective Customer Service Strategies
04:10
Topic 2: Hotel Organization
03:46
LO1: Classify the Roles and Responsibilities of Key Hotel Management Positions
06:41
LO2: Analyze the Functions of the Front Office within the Overall Hotel Organization
03:50
LO3: Develop Strategies for Effective Management of Hotel Staff
06:25
Topic 3: Front Office Operations
04:32
LO1: Describe the Front Office Organizational Structure and Roles
03:35
LO2: Analyze Guest Service Techniques to Enhance Guest Satisfaction
03:15
LO3: Evaluate Front Office Financial Operations
02:52
LO4: Assess Security and Safety Procedures within Front Office Operations
05:17
Quiz 1
01:00:00
Topic 4: Reservations
03:45
LO1: Explain the Types and Functions of various Reservation Systems in Front Office Operations
05:51
LO2: Describe the complete Reservation Process from Inquiry to Confirmation
02:17
LO3: Develop procedures for Efficiently Handling Reservation Cancellations and Modifications
04:24
Topic 5: Registration
03:36
LO1: Outline the Steps in the Guest Registration Process
05:35
LO2: Analyze and Verify Guest Information during Registration
03:30
LO3: Manage Payment Methods and Authorization during Check-In
02:59
Topic 6: Communications and Guest Services
04:06
LO1: Identify Communication Channels used in Front Office Operations
02:47
LO2: Implement Service Standards for Consistent Quality
04:00
LO3: Demonstrate Cultural Sensitivity in Guest Interactions
03:19
LO4: Prepare for crisis communication to ensure guest safety
04:02
Topic 7: Property Management Systems (PMS)
04:28
LO1: Describe the Core Functions and Features of a Property Management System (PMS)
07:45
LO2: Explain how PMS Integrates with Front Office Operations
06:05
LO3: Identify common PMS Issues and Apply Troubleshooting Techniques to Minimize Disruptions in Operations
05:23
LO4: Adapt to Updates and New Features in PMS Software to Enhance Efficiency and Guest Service Delivery
04:39
Quiz 2
01:00:00
Topic 8: Front Office Accounting
03:59
LO1: Explain Basic Accounting Principles and their Application in Front Office Operations
02:48
LO2: Implement Internal Controls to Safeguard Financial Transactions and Maintain Accountability
04:31
LO3: Develop Strategies to Manage Cash Handling Procedures and Credit Card Transactions
04:26
Topic 9: Check Out and Account Settlement
03:35
LO1: Explain the Efficient and Smooth Check-Out Process for Guests
03:46
LO2: Analyze Accurate Settlement of Guest Accounts during Check-Out
04:17
LO3: Modify any Issues or Concerns raised by Guests during Check-Out
03:42
Topic 10: The Front Office Audit
03:36
LO1: Conduct thorough Audits to ensure Accuracy in Financial Transactions and Guest Accounts
04:38
LO2: Analyze Audit Findings to Identify Areas for Operational Improvement and Efficiency
04:41
LO3: Ensure Accountability in Front Office Operations through Regular Audits
03:53
Topic 11: Planning and Evaluating Operations
03:41
LO1: Develop Plans to Streamline Front Office Operations for Efficiency
03:44
LO2: Assess Operational Performance to Optimize Guest Satisfaction and Service Delivery
04:33
LO3: Implement Strategic Improvements based on Operational Evaluations for Enhanced Efficiency
04:11
Topic 12: Revenue Management
03:33
LO1: Summarize the Principles of Revenue Management in Hospitality
04:34
LO2: Illustrate Pricing Strategies to Maximize Room Revenue
05:08
LO3: Evaluate the Impact of Distribution Channels on Revenue Performance
02:48
Topic 13: Managing Human Resources
03:31
LO1: Identify Key Roles and Responsibilities in Front Office Staffing
03:43
LO2: Develop Strategies for Employee Motivation and Retention
02:39
LO3: Implement Training Programs to Enhance Guest Service Skills
04:37
Final Exam
0/2
Final Exam: Managing Front Office Operations
01:15:00
Course End Feedback
00:00
HM_HOSP 140 (AHLA 333): Managing Front Office Operations (P)
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