Front Office Operations I syllabus

Front Office Operations I

• 1 Front Office Organization (3 LHs)

  • Functions and Sections of Front Office
  • Large Hotel Organization Chart of Front Office
  • Duties and Responsibilities of Front Office Personnel
• 2 Hotel Lobby (2 LHs)

  • Lobby, its Size and Reception Counter
  • Uniformed Services and Procedure
  • Concierge and its Roles
  • Guest Relation Executive and its Functions
• 3 Front Office Communications (3 LHs)

  • Importance, Flows and Barriers of Communication
  • Handling Telephone
  • Interdepartmental Communication of Front Office
• 4 Room Rate (3 LHs)

  • Room Tariff and Qualities of Good Tariff
  • Room Rate and Its Designations
  • Basis of Charging Room Rate
  • Up-Selling and Suggestive Selling
• 5 Guest Cycle (1 LH)

  • Pre-arrival, Arrival, Stay-in and Departure
• 6 Reservation (7 LHs)

  • Importance and Types of Reservation
  • Sources and Modes of Reservation
  • Standard Reservation Procedure
  • Reservation Confirmation and Regrets
  • Amendment and Cancellation of Reservation
  • Overbooking
  • Group Reservation Practice and Booking Charts
• 7 Guest Services (3 LHs)

  • Special Request of Guest
  • 17 Principles of Guest Relation
  • Guest Room Change
  • Handling Guest Complains
  • Luggage Handling
• 8 Hotel Property Management System (PMS) (2 LHs)

  • Hotel PMS and its Benefits
  • Selecting PMS in Hotel
  • Different PMS Applications used in hotel
• 9 Practical (24 LHs)

  • Charging Room Rates and Preparing Tariff Card
  • Forms and Formats used by Front Office
  • Making Reservation and Wake-up Call
  • Telephone Etiquettes and Luggage Handling
  • Guest Complain Handling and Front Office Terminology
  • Front Office Procedure in Hotel Computer Software
• 10 Property Visit

  • Any one Resort Property Visit