HTM-170 Front Office Management

Course Description: 
Study of front office operations. Instruction in the duties of all front desk personnel including, cashier, night auditor, reservations clerk and the front office manager.

  • Prerequisite Courses: HTM 150


A. PROGRAM LEARNING OUTCOMES (PLOs): 

The student will be able to:
1.  Explain the interdependent components of the international hospitality and tourism industry including transportation, customer service, food service, lodging, attraction management, roles of national and state visitors’ authorities, marketing and sales.
2.  Demonstrate professional lodging specific technical skills, supervisory techniques and management skills.
3.  Explain the types and elements of food service operations.
4.  Demonstrate front of the house technical and supervision techniques.
5.  Describe tourism attraction support services and related business opportunities.
6.  Describe the importance of developing the FSM as a sustainable tourism destination.
7.  Communicate in basic Japanese for lodging, food service and tourism provider guest services.

B.  STUDENT LEARNING OUTCOMES (SLOs) - GENERAL:
The student will be able to:

  1. Identify the independent components of the lodging front desk/front office system.
  2. Identify and explain the impacts of the front desk/ front office on the overall lodging operation.
  3. Apply and explain skills necessary to seek employment in front desk/ front office supervision and management.
  4. Explain and perform the night audit function.

SLO

PLO1

PLO2

PLO3

PLO4

PLO5

PLO6

PLO7

1

I

ID

 

I

 

 

 

2

D

D

 

ID

 

 

 

3

D

D

D

D

 

 

 

4

 

ID

 

ID

 

 

 

I = Introduced
D = Demonstrated
M = Mastered

C.  STUDENT LEARNING OUTCOMES (SLOs) - SPECIFIC:
The student will be able to: 

General SLO 1. Identify the independent components of the lodging front desk/front office system.


Student Learning Outcomes

Assessment Strategies

1.1 Identify and explain the front desk / front office task.

Quizzes

    1. Explain a PMS (property management system) and how front desk/front office fits into this system.

Quizzes

    1. Identify and explain the mission of front desk/ front office.

Quiz in a form of Essay

    1. Explain and use both manual and electronic PMS system.

Quiz in a form of Essay

General SLO 2. Identify and explain the impacts of the front desk/ front office on the overall lodging operation.


Student Learning Outcomes

Assessment Strategies

2.1 Explain the definition, characteristic, advantages and disadvantages of various PMS system.

Quizzes

2.2 Describe the management and supervisory structure of various front desk/front office operations.

Quizzes in a form of essay

2.3 Identify and explain the guest experience as related to the skill level of a front desk/front office staff and management.

Quizzes in a form of essay

2.4 Identify and explain the importance of inter departmental management and staff meeting.

Quizzes in a form of essay

         
General SLO 3 Apply and explain skills necessary to seek employment in front desk/ front office supervision and management.


Student Learning Outcomes

Assessment Strategies

3.1 Correctly perform all front desk position skill sets.

Quizzes

3.2Identify methods for conducting a professionally managed front office/front desk

Oral recitation  in a form of Group exercise

3.3 Identify sources of lodging chain and independent employment opportunities

Field interview in a form of project and by following a set  criteria

3.4 Interpret, analyze and communicate guest information, guest data, complaints, request for service and other lodging situations in need of report to management.

Quizzes in a form of Role playing and by following a set  criteria

   General SLO 4 Explain and perform the night audit function.


Student Learning Outcomes

Assessment Strategies

4.1 Posting of hotel rooms and tax charges.

Quizzes in a form of Computation and posting  of guest folio

4.2 Assembling guest charges and payments and reconciling the accounts receivables.

Quizzes in a form of computation

4.3 Running the trial balance and preparing the night audit report.

Quizzes in a form Computation and posting of ledger

4.4 Evaluate and reviews the hotel financial activity in one day.

Quizzes in a form of computation and reporting.

D.  COURSE CONTENT
Front Office Procedure and System
Front Office Operating Department
Customer Service Techniques for Front Office Employees
The Night Audit Function

E.  METHODS OF INSTRUCTION
Classroom instruction, role playing, projects, internet research /exercises and case study

F.  REQURIED TEXT(S) AND COURSE MATERIALS
Bardi, Jaimes A. Hotel Front Office Management, latest edition. New Jersey: John Wiley & Sons, Inc. (or most recent edition)

G.  REFERENCE MATERIALS
Internet resource, magazines and news papers

H.  INSTRUCTIONAL COSTS
None

I.   EVALUATION
None

J.   CREDIT BY EXAMINATION
None

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