This course is designed to provide students with a basic understanding of
front office operations within the hospitality industry.
A. Read the Table of Contents of the course textbook, Managing Front Office
Operations, Tenth Edition. Inform students that questions on the Final Exam
will cover material within the chapters of the text.
B. At the completion of this course, you should be able to:
- Classify hotels in terms of their levels of service, ownership. and affiliation.
- Describe how hotels are organized and explain how functional areas within
- hotels are classified.
- Summarize front office operations during the four stages of the guest cycle.
- Discuss the sales dimension of the reservations process and identify the
- tools managers use to track and control reservations.
- List the seven steps of the registration process and discuss creative
- registration options.
- Identify typical service requests that guests make at the front desk.
- Explain important issues in developing and managing a security program.
- Describe the process of creating and maintaining front office accounts.
- Identify functions and procedures related to the check-out and settlement process.
- Discuss the housekeeping department’s typical cleaning responsibilities.
- Summarize the steps in the front office audit process.
- Apply the ratios and formulas managers use to forecast room availability.
- Explain the concept of revenue management and discuss how managers can maximize revenue by using forecast information in capacity management, discount allocation, and duration control.
- Identify the steps in effective hiring and orientation.
- Teacher: Al Karim