Course Number: HTM170
Course Title: Front Office Management

STUDENT LEARNING OUTCOMES

General

A. Identify the interdependent components of the lodging front desk/front office system.
B. Identify and explain the impacts of the front desk/front office on the overall lodging operation.
C. Learn skills necessary to seek employment in front desk/front office supervision and management.

Specific

Students will be able to:

A. Identify the interdependent components of the lodging front desk/front office system.
   1. {Core} be able to identify and explain the mission of the front desk and or front office.
    2. {Core} be able to identify and explain the tasks of each skill area in the front office or front desk.
    3. {Core} be able to explain a PMS system (property management system) and how the front desk/front office fits into this system.
    4. {Peripheral} be able to explain and use both manual and electronic PMS systems.

B. Identify and explain the impacts of the front desk/front office on the overall lodging operation.
    1. {Core} be able to explain the definition of, characteristics of, advantages of and disadvantages of various PMS systems.
    2. {Core} be able to explain the night audit function.
    3. {Core} be able to describe the management and supervisory structure of various front desk/front office operations.
    4. {Peripheral} be able to identify and explain the importance of inter departmental management and staff meetings.
    5. {Peripheral} be able to identify and explain the guest experience as related to the skill level of the front desk/front office staff
       and management.

C. Learn skills necessary to seek employment in front desk/front office supervision and management.
    1. {Core} be able to correctly perform all front desk position skill sets.
    2. {Core} be able to interpret, analyze and communicate guest information, guest data, complaints, requests for service and other
        lodging situations in need of report to management.
    3. {Core} be able to identify methods for conducting a professionally managed front office/front desk.
    4. {Core} be able to identify sources of lodging chain and independent employment opportunities.