Computer Communication Development Institute

4th Floor Monzon Bldg. Corner Arana & Elias Angeles St. Naga City College of Hotel & Restaurant Services School Year 2013-2014

I. II. III.

Course Title Credit Course Description

: : :

Front Office Management 3 units 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 B. Specific Objectives Cognitive Affective Psychomotor : : : : : Attain a thorough understanding of the overall concepts of Front Office Management and Operation. Understand the vital role of Front Office Management in the hotel operation, customer service relation, and revenues. 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. At the end of the course, the students are expected to establish knowledge and skills of the Front Office Management Operation.

Specific Objectives

Subject Matter

Strategies/ Teaching Methodology

Instructional Materials

Evaluation

Time frame 1st week

Expected Outcome

Discuss the introduction to the 1. Overview of Hotel Management: hospitality industry. 1.1 Types of Hotels 1.2 Hotel Classification 1.3 Types of Hotel Guest room 1.3.1 Types of Hotel Beds

Power Point Presentation Lecture- Discussion Question and answer Assigned readings

Front Office Reference books, Internet

Recitation Quizzes Homework Board Work

1.4 Standard Room Amenities 1.5 Hotel Organization 1.6 The Industry Terms & Codes

Explain the room division in the 2. The Room Division in Front Office front office Management Operation. 2.1 Front Office Organization and Operating Units 2.2 Job description of Front Office Staff 2.3 Sequence of Front Office Service

Power Point Presentation Books Lecture- Discussion Internet Question and answer Assigned readings

Recitation Quizzes Homework Board Work

2nd week

Develop and knowledge

update

industry 3. Room Sales & Reservation Lecture discussion 3.1 Types of Hotel Guests and Clients Lecture-demonstration 3.2 Types of Room Reservations 3.3 Documents needed in Processing Reservation 3.4 Request for Complimentary Amenities 3.5 Charting Reservation

Books Internet

Practical Demonstration Recitation Quizzes

3rd week

Provide effective customer service

4. Room Sales & Reservation Modular (self-pace 4.1 Procedures in Handling Reservations learning) 4.2 Confirmation & Cancellation of Reservations -Electronic Learning 4.2 Amendments to Rooms Reservation -Industry Immersion 4.3 Salesmanship at the Front Office Demonstration 4.4 Selling through the telephone Film-viewing 4.5 Up selling Rooms

Reference Books Learning Manual Multimedia

Interview (Oral Questionnaires) Observation Demonstration Practical Skills

& 4th week of

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

PRELIM

Receive and Process Reservations

5. The Front Desk 5.1 Function of Front Desk Section 5.2 On-line & Walk-in Reservation 5.3 Procedures for Guest Registration 5.4 Group Registration 5.5 Guest Folio 5.6 Record of Arriving, Staying Departing Guests 5.7 Change of Rooms & Room Rates

Reference Books Modular (self-pace learning) Electronic Learning Industry Immersion Demonstration Film-viewing FO Forms Guest Folio Learning Manual Multimedia

Interview (Oral Questionnaires) Observation Demonstration Practical Skills

&

Perform the standard ways in updating guests folio, room status and reservation Perform the correct procedure in handling guest services Prepare and maintain records and reports

&

5th of week & 6th

6. Front Office Cashiering Operate a Computerized Reservation 6.1 Recording of Customers Information System 6.2 Recording of Assigned Rooms 6.3 Forms of Payments 6.2 Billing Procedures 6.3 Handling Commercial Accounts 6.4 Cash Handling 6.5 Payment by Credit Cards and Cheques

Modular (self-pace learning) -Electronic Learning -Industry Immersion Demonstration Film-viewing

Reference Books FO Forms Guest Folio Learning Manual Multimedia

Observation Demonstration Practical Skills of 7th & 8th week

Perform the standard ways in updating guests folio, room status and reservation Perform the correct procedure in handling guest services Prepare and maintain records and reports

Provide accommodation reception services.

7. The front Office Management 7.1 Procedure in preparing reception area 7.2 Procedure in room allocation 7.3 Procedure in recording guests arrival. 7.4 Hotel courtesy 7.5 Procedure in registering guest 7.6 Procedure in processing accounts 7.7 Procedure in assessing guest for departure 7.8 The Bell Service 7.9 Check-In Assistance 7.10 Attending to Check-out of the Guests 7.11 Showroom MIDTERM

Demonstration Film-viewing

Reference Books Learning Manual Multimedia

Observation Demonstration Practical Skills of 9th & 10th week

Reference Books

Observation Demonstration Practical Skills of 11th & 12th week

Conduct Night Audit

8. Shift Sales Report 8.1 Complete Outstanding Posting 8.2 Reconcile Room Status Discrepancies 8.3 Balance all departments transactions 8.4 Verify Room Rates 8.5 Verify No-show Reservations 8.9 Post Room Rates and Taxes 8.9 Prepare Reports 8.10 Deposit Cash

Demonstration Learning Manual Multimedia

8.11 Clear & Backup the System Provide Club Reception Services
Power Point Presentation Lecture- Discussion Question and answer Assigned readings Demonstration Reference Books Learning Manual Multimedia Observation Demonstration Practical Skills of 13th & 14th week

9. Club services and Facilities feature 9.1 Club membership process and rules 9.2 Membership application 9.3 Record ,check and maintained membership procedures 9.4 Monitor membership badges/cards procedures 9.5 Registration of guest procedures 9.6 Security management procedures

Provide Porter Service

10. Porter Service Assistance 10.1 Communication skills 10.2 Procedures in welcoming guests 10.3 Procedures in receiving guests 10.4 Registration procedures 10.5 Guest assistance /escorted processes 10.6 Room features 10.7 Luggage transportation safety procedures 10.8 Luggage delivering procedures 10.9 Luggage storage procedures SEMI-FINAL& FINAL

Power Point Presentation Lecture- Discussion Question and answer Assigned readings Demonstration

Reference Books Learning Manual Multimedia

Observation Demonstration Practical Skills of 15th & 16th week

VIII. Grading System:

MIDTERMS CLASS STANDING 40% QUIZZES 20% MIDTERM EXAM 40% MIDTERM GRADE 100% FINAL GRADE MIDTERM 50% +

FINALS CLASS STANDING QUIZZES FINAL EXAM

40% 20% 40%

PRE-FINAL GRADE 100%

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. Demabogte Trainer/Instructor

_________________ Registrar Date: _______________

CC: Admin and Cashier