Computer Communication Development Institute4th Floor Monzon Bldg. Corner Arana & Elias Angeles St. Naga City

College of Hotel & Restaurant ServicesSchool Year 2013-2014

I. Course Title : Front Office Management

II. Credit : 3 units

III. Course Description : This course covers the knowledge, skills and attitudes in Front Office services NC II in accordance with Enterprise standards. It covers basic, common and specialized (core) competencies such as receive and process reservations, operate computerized reservation system, Provide accommodation reception services, conduct night audit, provide club reception services, and provide porter services.

IV. Course Objectives

A. General Objective : At the end of the course, the students are expected to establish knowledge and skills of the Front Office Management Operation.

B. Specific Objectives :

Cognitive : Attain a thorough understanding of the overall concepts of Front Office Management and Operation.

Affective : Understand the vital role of Front Office Management in the hotel operation, customer service relation, and revenues.

Psychomotor : Apply confidently the knowledge and skills such as: provide effective customer service, receive and process reservation system, provide accommodation reception services, conduct night audit, provide club reception services, provide porter services.

Specific Objectives Subject MatterStrategies/Teaching

Methodology

Instructional Materials Evaluation Time

frameExpected Outcome

Discuss the introduction to the hospitality industry.

1. Overview of Hotel Management:1.1 Types of Hotels1.2 Hotel Classification1.3 Types of Hotel Guest room

1.3.1 Types of Hotel Beds

Power Point PresentationLecture- Discussion Question and answer Assigned readings

Front Office Reference books,Internet

RecitationQuizzesHomeworkBoard Work

1st

week

Explain the room division in the front office Management Operation.

Develop and update industry knowledge

Provide effective customer service

1.4 Standard Room Amenities1.5 Hotel Organization 1.6 The Industry Terms & Codes

2. The Room Division in Front Office2.1 Front Office Organization and

Operating Units2.2 Job description of Front Office Staff2.3 Sequence of Front Office Service

3. Room Sales & Reservation3.1 Types of Hotel Guests and Clients3.2 Types of Room Reservations3.3 Documents needed in Processing

Reservation3.4 Request for Complimentary Amenities3.5 Charting Reservation

4. Room Sales & Reservation4.1 Procedures in Handling Reservations4.2 Confirmation & Cancellation of

Reservations3.6 Amendments to Rooms Reservation3.7 Salesmanship at the Front Office3.8 Selling through the telephone3.9 Up selling Rooms

PRELIM

Power Point Presentation Lecture- Discussion Question and answer Assigned readings

Lecture discussionLecture-demonstration

Modular (self-pace learning)

-Electronic Learning-Industry ImmersionDemonstrationFilm-viewing

BooksInternet

BooksInternet

Reference Books

Learning Manual

Multimedia

RecitationQuizzesHomeworkBoard Work

Practical DemonstrationRecitationQuizzes

Interview (Oral & Questionnaires)

Observation

Demonstration of Practical Skills

2nd

week

3rd

week

4th

week

Apply effective verbal communication skills to respond to customer needs

Handle queries through telephone, fax machine, internet and e-mail

Handle customer complaints, evaluation and recommendations

Receive and Process Reservations

Operate a Computerized Reservation System

Provide accommodation reception services.

5. The Front Desk5.1 Function of Front Desk Section5.2 On-line & Walk-in Reservation5.3 Procedures for Guest Registration5.4 Group Registration5.5 Guest Folio5.6 Record of Arriving, Staying &

Departing Guests5.7 Change of Rooms & Room Rates

6. Front Office Cashiering 6.1 Recording of Customer’s Information 6.2 Recording of Assigned Rooms 6.3 Forms of Payments6.2 Billing Procedures6.3 Handling Commercial Accounts6.4 Cash Handling6.5 Payment by Credit Cards and Cheques

7. The front Office Management 7.1 Procedure in preparing reception area7.2 Procedure in room allocation7.3 Procedure in recording guests arrival.7.4 Hotel courtesy7.5 Procedure in registering guest7.6 Procedure in processing accounts7.7 Procedure in assessing guest for departure7.8 The Bell Service7.9 Check-In Assistance7.10 Attending to Check-out of the Guests7.11 Showroom

MIDTERM

Modular (self-pace learning)

Electronic LearningIndustry ImmersionDemonstrationFilm-viewing

Modular (self-pace learning)

-Electronic Learning-Industry ImmersionDemonstrationFilm-viewing

DemonstrationFilm-viewing

Reference Books

FO FormsGuest Folio

Learning Manual

Multimedia

Reference Books

FO FormsGuest Folio

Learning Manual

Multimedia

Reference Books

Learning Manual

Multimedia

Interview (Oral & Questionnaires)

Observation

Demonstration of Practical Skills

Observation

Demonstration of Practical Skills

Observation

Demonstration of Practical Skills

5th

week& 6th

7th &8th

week

9th &10th

week

Perform the standard ways in updating guests folio, room status and reservation

Perform the correctprocedure in handlingguest services

Prepare and maintain records and reports

Perform the standard ways in updating guests folio, room status and reservation

Perform the correctprocedure in handlingguest services

Prepare and maintain records and reports

Conduct Night Audit

Provide Club Reception Services

Provide Porter Service

8. Shift Sales Report8.1 Complete Outstanding Posting8.2 Reconcile Room Status Discrepancies8.3 Balance all departments transactions8.4 Verify Room Rates8.5 Verify No-show Reservations8.9 Post Room Rates and Taxes8.9 Prepare Reports8.10 Deposit Cash8.11 Clear & Backup the System

9. Club services and Facilities feature9.1 Club membership process and rules9.2 Membership application9.3 Record ,check and maintained membership procedures9.4 Monitor membership badges/cards procedures9.5 Registration of guest procedures9.6 Security management procedures

10. Porter Service Assistance10.1 Communication skills 10.2 Procedures in welcoming guests10.3 Procedures in receiving guests10.4 Registration procedures10.5 Guest assistance /escorted processes10.6 Room features10.7 Luggage transportation safety

procedures10.8 Luggage delivering procedures10.9 Luggage storage procedures

SEMI-FINAL& FINAL

Demonstration

Power Point PresentationLecture- Discussion Question and answer Assigned readings

Demonstration

Power Point PresentationLecture- Discussion Question and answer Assigned readings

Demonstration

Reference Books

Learning Manual

Multimedia

Reference Books

Learning Manual

Multimedia

Reference Books

Learning Manual

Multimedia

Observation

Demonstration of Practical Skills

Observation

Demonstration of Practical Skills

Observation

Demonstration of Practical Skills

11th &12th

week

13th &14th

week

15th &16th

week

VIII. Grading System:

MIDTERMS FINALSCLASS STANDING 40% CLASS STANDING 40%QUIZZES 20% QUIZZES 20%MIDTERM EXAM 40% FINAL EXAM 40%

MIDTERM GRADE 100% PRE-FINAL GRADE 100%

FINAL GRADE

MIDTERM 50% + PRE-FINAL GRADE 50% = 100%

IX. Textbook:Amelia S. Roldan, Introduction to Hotel & Front Office Operation (2008) Sudhir Andrews, Front Office Management & Operation (International Edition)

Prepared by:

Ramil D. DemabogteTrainer/Instructor

_________________ Registrar

Date: _______________

CC: Admin and Cashier