HM_HOSP 140 (AHLA 333): Managing Front Office Operations

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About Course

  • This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement.
  • The course also examines the various elementsof effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management.
  • Front office procedures and management are placed within the context of the overall operation of a hotel.

What Will You Learn?

  • Classify hotels in terms of major target markets and the level of service they provide to guests.
  • Distinguish front-of-the-house hotel areas from back-of-the-house areas, and revenue centers from support centers.
  • Describe guest services and guest accounting tasks appropriate to the different stages of the traditional guest cycle.
  • Identify major sources of hotel reservations.
  • Describe the function of registration records and registration cards.
  • Identify typical service requests that guests make at the front desk.
  • Explain the key issues in developing and managing a security program.
  • Define the types of accounts and folios used in front office accounting.
  • Describe methods of settlement for guest accounts.
  • Identify typical cleaning responsibilities of the housekeeping department.
  • Summarize the steps of the night audit process.
  • Apply the ratios and formulas managers use to forecast room availability.
  • Explain how managers maximize revenue by using forecast information in capacity management, discount allocation, and duration control.
  • Identify the steps in effective hiring and orientation.

Course Content

Module 1

  • Topic 1: The Lodging Industry
    04:10
  • 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
    02:56
  • LO4: Develop Effective Customer Service Strategies
    04:10
  • LO5: Knowledge Check
  • Case Study: The Lodging Industry
  • Topic 2: Hotel Organization
    03:45
  • 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
    06:24
  • LO4: Knowledge Check
  • Case Study: Hotel Organization
  • Topic 3: Front Office Operations
    04:31
  • LO1: Describe the Front Office Organizational Structure and Roles
    03:35
  • LO2: Analyze Guest Service Techniques to Enhance Guest Satisfaction
    03:14
  • LO3: Evaluate Front Office Financial Operations
    02:51
  • LO4: Assess Security and Safety Procedures within Front Office Operations
    05:17
  • LO5: Knowledge Check
  • Case Study: Front Office Operations
  • Topic 4: Reservations
    03:45
  • LO2: Describe the complete Reservation Process from Inquiry to Confirmation
    02:17
  • LO1: Explain the Types and Functions of various Reservation Systems in Front Office Operations
    05:50
  • LO3: Develop procedures for Efficiently Handling Reservation Cancellations and Modifications
    04:24
  • LO4: Knowledge Check
  • Case Study: Reservations
  • Topic 5: Registration
    03:36
  • LO1: Outline the Steps in the Guest Registration Process
    05:34
  • LO2: Analyze and Verify Guest Information during Registration
    03:29
  • LO3: Manage Payment Methods and Authorization during Check-In
    02:59
  • LO4: Knowledge Check
  • Case Study: Registration
  • Topic 6: Communications and Guest Services
    04:05
  • LO1: Identify Communication Channels used in Front Office Operations
    02:47
  • LO2: Implement Service Standards for Consistent Quality
    03:59
  • LO3: Demonstrate Cultural Sensitivity in Guest Interactions
    03:19
  • LO4: Prepare for crisis communication to ensure guest safety
    04:01
  • LO5: Knowledge Check
  • Case Study: Communications and Guest Services
  • 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
  • LO5: Knowledge Check
  • Case Study: Property Management Systems (PMS)
  • 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
  • LO4: Knowledge Check
  • Case Study: Front Office Accounting
  • 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
  • LO4: Knowledge Check
  • Case Study: Check Out and Account Settlement
  • 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
  • LO4: Knowledge Check
  • Case Study: The Front Office Audit
  • 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
  • LO4: Knowledge Check
  • Case Study: Planning and Evaluating Operations
  • 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
  • LO4: Knowledge Check
  • Case Study: Revenue Management
  • 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
  • LO4: Knowledge Check
  • Case Study: Managing Human Resources
  • Module Based Exam

Final Exam

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