Front Office Operation

Module Description & Session Objective

1. COURSE TITLE: Hotel Front Office Operations
2. PREREQUISITES: None

3. COURSE DESCRIPTION: Analyzes hotel front office positions and the procedures
involved in reservation, registration, accounting for and checking our guests, and principles
and practices of night auditing. Covers the complete guest operation in both traditional and
computerized operations. Lecture 3 hours per week.

4. CONTENT: (Major Headings)

This course consists of the study of hotel front office procedures, including reservations,
registration, posting to and settlement of accounts, balancing and auditing of ledgers, and
generation of rooms division reports.

5. GENERAL COURSE OBJECTIVES: Upon successful completion of the course, the

student will be able to

a. Develop an organization chart depicting the functional relationships among hotel divisions
and departments.
b. Explain the function and operation of the various systems, forms, equipment, and
computer applications found in the front office.
c. Construct an efficient reservation system that records crucial information while avoiding
problems in processing various types of reservations.
d. Construct a registration system that helps ensure a hotel's profitability while meeting the
needs of guests by using effective guestroom sales techniques and efficient credit
establishment procedures.
e. Develop an efficient communication system to operate within the front office and between
the front office and departments such as housekeeping and maintenance.
f. Develop procedures regarding hotel safety and security, with particular emphasis on key
control and emergencies.
g. Develop procedures for handling complaints.
h. Follow basic hotel accounting procedures ranging from posting accounts to conducting
cash and check transactions at the front desk.
i. Develop and follow check-out and settlement procedures.
j. Explain and perform the steps involved in the night audit process.
Week No Topics Objective

Week-1 Introduction to • Understand the evolution of hospitality Industry

Lodging, Travel & • Identify various constituents of hospitality Industry
Tourism Industry
International Travel • Familiarize with International & Indian Travel
Knowledge and India destinations
- Tourism Destination • Describe important travel information required
• List prominent Travel/ Tour routes in India
Week-2 Classification & • Identify hotels on basis of different criteria
Categorization of • Familiarize with the various star categories for hotels in
Hotels India
• List the process for categorization
Hotel Organization • Understand differences between departments in a hotel
Chart & Job • Describe the reporting hierarchy and flow of information
Description / in Front Office Department
Specification • List the factors for Job Description and Job Specification
Week-3 Front Office • List the role and responsibilities of Front office Personnel
Department Functions • Understand the role of Front Office in Hotel operations
Guest Cycle • Understand various stages in a life cycle of a guest in a
hotel
• Describe the latest trends in guest cycle
Week-4 Personal Traits • Identify the personal Traits and social skills of staff
(Grooming, Skill sets, required for guest handling in Rooms Division
Body Language, • List the elements of good personal presentation
Etiquettes)
Forms and Formats • Identify various Forms and Formats used in Front Office
used in Front Office • Understand their use
Departments
Week-5 Guest Types and • Categorize Guests in broad categories
Expectations • Understand the requirement for different types of guests

Reservation 1 • Explain the importance of Reservation

• Describe the stages in Reservation
• List Channels of Reservation
• List types of Reservation
Week-6 Reservation 2 • Lists the steps in Reservation
• Describe the various steps in process of Reservation and
their importance
Reservation • List the steps in Reservation Maintenance
Administration • Describe the process of Reservation amendment an d their
importance
• Understand the possible do’s and don’ts of Reservation
Week-7 Reservation Up • Understand the importance of Up selling
Selling • Describe various processes of Reservation Up selling and
their importance
Pre Registration • Understand the importance of Registration
• List the steps in Registration
• Understand the pre requisites for Registration
Week-8 Registration • Understand the importance of room and rate assignment
(payment, filling of • List the steps in Registration
Forms) • Understand the requirements for Registration
Cash Handling • Understand the importance of Cash Handling
• Describe the process for tracking transactions
• Types of Transactions
• How to handle Foreign Exchange
Week-9 Credit Card Handling • List the steps in handling Credit Card
• Understand the requirements for dealing with Credit Card
Night Audit • Understand the importance of Night Audit
• List the steps in Night Audit
Week-10 Front Office • Understand the importance of Account Maintenance
Accounting • List types of Accounts
• Lists types of Ledgers
• List types of Folios
Check out and • Understand the importance of Account Settlement
Account Settlement • List the steps in Check out
• Understand the requirements for closing the Account
• List post departure activities

Week-11: Rooms Division

The Module Aims to develop students’ understanding and working of basic systems within
the most important departmental function of hospitality operations. Students will develop
competencies in handling the various systems used for major operational concepts and then
apply these to the processes of accommodation operations. Practical Role Play concepts will
allow students to identify various processes deployed through ‘front office systems’. To
maximize guest comforts. The unit provides the students with an appreciation of the role of
the rooms division personnel in the overall operations of the hotel. The Module will also
prepare the student to handle the various issues during the day to day operations and
understand their impact on the hotel operations.

1. Telephone Etiquettes
2. Message handling
3. Reservation
4. Selling Techniques
5. Check-in (reservation & walk in)
6. Check out
7. Complaint handling

Week-12: Assessment & Evaluation