Standard

Rev.09/03/03

HRT 204 - Front Office Management

Course Description

Offers students the opportunity to acquire the knowledge and skills necessary to provide the front desk services of a lodging.  Emphasis is placed on the interrelated elements of front desk operations.  Topics include:  communications and human relations, front office operations, reservation systems and procedures, determining room availability and rates, registration procedures, cashier and billing procedures, and night audit procedures.


 

Competency Areas

Hours

Communications and Human Relations

Class

4

Front Office Operations

D. Lab

1

Reservation Systems and Procedures

P. Lab/O.B.I.

0

Determining Room Availability and Rates

Credit

4

Registration Procedures

 

 

Cashier and Billing Procedures

 

 

Night Audit Procedures

 

 

 

Prerequisite:

Provisional admission

Corequisite:

 

 

Course Guide

 

Competency

After completing this section, the student will:

Hours

Class

D.Lab

P.Lab/

O.B.I.


COMMUNICATIONS AND HUMAN RELATIONS

5

0

0

Communication skills

Define the terms paraphrasing, band-aiding, content level, feeling level, and perception checking as they apply to hotel front office communication skills.

 

 

 

 

Describe the basic communication skills front desk personnel exhibit when serving guests.

 

 

 

 

Use appropriate telephone communication skills as they apply to hotel operations.

 

 

 

 

Describe the duties performed by hotel front desk representatives to handle guest complaints.

 

 

 

 

State the minimum information recorded concerning telephone messages.

 

 

 

Assessing hiring needs

Describe the process for assessing hotel personnel hiring needs.

 

 

 

 

Discuss the methods for recruiting hotel personnel.

 

 

 

Orientation of personnel

Describe the factors covered when conducting hotel personnel orientations.

 

 

 

Personnel performance

Discuss management’s human relations responsibilities concerning training, motivation, performance assessment, discipline, and termination of hotel personnel.

 

 

 

FRONT OFFICE OPERATIONS

7

3

0

Terminology

Define the terms front-of-the house, back-of-the-house, guest services trilogy, concierge, chain-managed, franchise, MOD, and MIS as they apply to front office operations.

 

 

 

Front-of-the-house

Give examples of hotel departments which are within the front office area.

 

 

 

 

Describe hotel functions which are involved in the guest service cycle.

 

 

 

 

List the job titles for hotel employees who are assigned to front-of-the-house departments.

 

 

 

Back-of-the-house

Give examples of hotel departments within the back-of-the-house area.

 

 

 

 

List the job titles for hotel employees who are assigned to back-of-the-house departments.

 

 

 

Hotel organizational structure

Compare and contrast the job title organizational chart of a full-service hotel with professional levels organizational chart for the same or similar hotel.

 

 

 

General manager

Describe the role of the general manager of a hotel.

 

 

 

Executive assistant

Describe the role of the executive assistant of a hotel.

 

 

 

 

Name the functional managers who report to the executive assistant of a hotel.

 

 

 

Rooms division manager

Describe the role of the rooms division manager and name the job titles that report to this level.

 

 

 

Manager on duty

Compare and contrast the position of rooms division manager with the manager on duty for typical hotel operations.

 

 

 

Front office manager

Describe the role of the front office manager and name the job titles of employees that report to this level.

 

 

 

Guest service representative

Describe the basic functions of a hotel desk clerk.

 

 

 

 

Discuss the responsibilities of a hotel desk clerk.

 

 

 

Concierge

Describe the basic functions of a hotel concierge.

 

 

 

 

Discuss the responsibilities of a hotel concierge.

 

 

 

Bell attendant

Describe the basic functions of a hotel bell attendant.

 

 

 

 

Discuss the responsibilities of a hotel bell attendant.

 

 

 

Classification of operations

Give examples of various ways hotel operations may be classified.

 

 

 

Ranking

Describe the various methods of ranking hotel organizations and the purpose each method serves.

 

 

 

RESERVATION SYSTEMS AND PROCEDURES

5

0

0

Manual reservations

Describe manual reservations systems for hotel operations.

 

 

 

 

Discuss the types of hotel operations that use manual reservation systems.

 

 

 

Automated reservations

Describe automated reservation systems for hotel operations.

 

 

 

 

Discuss the types of hotel operations that use automated reservation systems.

 

 

 

 

Compare and contrast the economic factors of manual and automated reservations systems as used by various types of hotel operations. 

 

 

 

Central reservation office

Describe the functions of a hotel central reservation office.

 

 

 

 

Discuss the various routes to reserving a room which are available to potential guests.

 

 

 

Individual reservations

Discuss the classifications of individual guests identified by hotel reservation systems.

 

 

 

Group reservations

Discuss the various types of group reservations handled by the hotel front desk

 

 

 

Walk-ins

Discuss front desk procedures for informing walk-in guests of room availability and room rates.

 

 

 

Reservation holder

Discuss front desk procedures for verifying reservations upon arrival of guests holding reservations.

 

 

 

Room assignment

Give examples of questions guests typically ask desk clerks about room accommodations and hotel services.

 

 

 

 

Demonstrate the procedures a desk clerk uses to match available hotel accommodations to guests’ expectations.

 

 

 

 

Discuss the procedures used to inform a guest of a full-house condition.

 

 

 

 

Give examples of various hotel policies concerning an obligation to find alternative lodging when a potential guest arrives during a full-house condition.

 

 

 

DETERMINING ROOM AVAILABILITY AND RATES

7

3

0

Terminology

Define the terms room revenue, corporate traveler, no-show, due-out, turn-away, walk-in, group booking, stay-over, full-house management, run of the house, occupancy rate, blocked rooms, yield management, and guaranteed payment as they apply to room availability and rates.

 

 

 

Full-house management

State the formula used to find percent of occupancy.

 

 

 

 

Describe the factors which influence the percent of occupancy for a hotel operation.

 

 

 

 

Name the forms and charts which aid front desk personnel in full-house management.

 

 

 

Yield management

Discuss the philosophy of yield management as it relates to rooms utilization.

 

 

 

Room availability

Describe the procedure used to determine the expected number of no-shows, cancellations, and stay-overs, and discuss their impact on the number of reservations which may be accepted.

 

 

 

Rates

Demonstrate the desk clerk’s techniques for informing guests of types/classes of rooms available and applicable rates.

 

 

 

 

Discuss hotel policies concerning guest negotiating room rates.

 

 

 

 

Describe the factors that are considered when establishing the rack rate for specific rooms within a hotel.

 

 

 

 

Give examples of special rates and discuss their application in hotel operations.

 

 

 

REGISTRATION PROCEDURES

5

1

0

Registration card/form

Describe a typical guest registration card/form and discuss the legal and managerial functions it serves.

 

 

 

Payment method

Demonstrate the techniques used by desk clerks to identify guest payment methods.

 

 

 

 

Demonstrate processing of credit cards when guest is registering at a hotel.

 

 

 

Rooming

Describe the procedures used by the hotel bell attendant when “rooming” a guest.

 

 

 

Housekeeping report

Discuss the purpose and contents of the hotel housekeeping report and its use by the desk clerk.

 

 

 

Special situation

Distinguish between terms did not stay (DNS), did not arrive (DNA), and registered but not assigned (RNA) as they apply to registering guest by front desk personnel.

 

 

 

Special guests

Discuss the guest designations very important person (VIP), special attention guest (SPATT), and distinguished guest (DG) and when they are used.

 

 

 

Reports

Describe the use of arrivals report, high-balance report, in-house guest list, and due-out report.

 

 

 

Overbooking

Describe the procedure a desk clerk uses to determine the number of overbookings.

 

 

 

 

Discuss the practice known as walking the guest and describe a situation which called for its use.

 

 

 

CASHIER AND BILLING PROCEDURES

6

2

0

Terminology

Define the terms source documents, voucher, department journal, folio, posting, city ledger, cash sheet, petty cash, float, and point-of-sale as they apply to hotel billing procedures.

 

 

 

Billing functions

State the functions of a hotel front-office accounting system.

 

 

 

Guest accounting cycle

Describe the typical hotel accounting cycle used to bill guest for charges.

 

 

 

Charges

Give examples of various charges which appear on a guest folio.

 

 

 

Late charges

Describe the procedure used by the desk clerk to assure that guest late charges are billed.

 

 

 

Cashier's responsibilities

Describe the duties of the hotel cashier to complete the guest folio and collect for charges.

 

 

 

 

Describe the cashier’s responsibility to inform other departments when the guest has departed.

 

 

 

Payment

Demonstrate the preparation and processing of credit card voucher.

 

 

 

 

Demonstrate the procedure for processing a guest’s personal check.

 

 

 

 

Describe the duties of the hotel cashier when a guest presents an invalid check or credit card.

 

 

 

NIGHT AUDIT PROCEDURES

5

1

0

Purpose

State the purpose of a hotel night audit.

 

 

 

Elements

Name the elements necessary for completing a night audit.

 

 

 

Manual/automatic posting systems

Compare and contrast the manual and automatic posting of charges and their impact on night audit procedures.

 

 

 

Process

Perform a night audit for a hotel.

 

 

 

 

Suggested Resources

 

Bardi, V. A.  (1990).  Hotel front office management.  New York: Van Nos Reinhold.

Renner, P. F.  (1989).  Basic hotel front office procedures (2nd ed.).  New York: Van Nos Reinhold.

Steadman, C. E., & Kasavana, M. L.  (1988).  Managing front office operations (2nd ed.).  New York: American Hotel & Motel Assn.