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Front Office Operations

June 2010

Essential Reading

Confederation of Tourism and Hospitality (CTH) – Front Office Operations: Study Text (Paperback) by BPP Learning Media (Author)

Publisher: BPP Learning Media (July 2009) ISBN: 9780 7517 7795 6

http://www.bpp.com/learning-materials/our-products/tourism--hospitality/cth-dip-in-hotel-management.aspx

www.cthresources.com

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www.cthawards.com

Content

I.Description

II.Learning Outcomes

III. Syllabus

IV. Assessment

V.Chapters 1 - 9

www.cthresources.com

Page 3

 

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Description

Description

This module introduces students to the systems and procedures required for Front Office Operations. It provides an overview of the functions and supervisory aspects of the front office department. Students will develop knowledge and skills in departmental procedures as well as understanding the key legislation.

www.cthresources.com

Page 4

 

www.cthawards.com

Content

I.Description

II.Learning Outcomes

III. Syllabus

IV. Assessment

V.Chapters 1 - 9

www.cthresources.com

Page 5

 

www.cthawards.com

Learning Outcomes

Summary of Learning Outcomes

On completion of this module, students will be able to:

zDemonstrate knowledge of the key functional areas of front office

zDescribe the function and activities of the reservations, reception and cashiers departments

zAnalyse guest accounting processes

zReview the use yield management, statistics and reports within the front office operation

zExplain the importance of security and safety within rooms division including key legislation for reception operations

zDescribe the key features of the communication services available to guests

zExplain the role front office plays in in selling hotel services and facilities

www.cthresources.com

Page 6

 

www.cthawards.com

Content

I.Description

II.Learning Outcomes

III. Syllabus

IV. Assessment

V.Chapters 1 - 9

www.cthresources.com

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www.cthawards.com

Syllabus – Part 1 of 6

Syllabus

Introduction to front office operations

The organisation structure of rooms division.

Front of house departments; reception, advance reservations, cashiering, guest relations, switchboard, concierge, portering.

Roles and responsibilities of front of house staff.

The guest cycle

Property management systems

Liaison with other departments

www.cthresources.com

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Syllabus – Part 2 of 6

Syllabus

Reservation procedures

Recording reservations - the information needed when receiving a request

Manual methods used to record bookings - diaries, conventional charts, density charts

Electronic booking systems which provide hardware and software and support point-of-sale systems

Guaranteeing reservations, advance deposits and pre-payments

International terms for rooms and bed types

Packages offered by hotels

Room allocation (covered in Chapter 3)

Confirmation procedures, deposits and guaranteed arrivals

Reservation status, release times. Cancellation procedures

Handling corporate and group reservations

Booking bedrooms for conference and banqueting events

www.cthresources.com

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Syllabus – Part 3 of 6

Syllabus

Check-in procedures

Check-out procedures

Procedures for receiving and checking in guests

Manual and electronic room status systems

Chance arrivals. Group check in. Non-arrivals. Walking a guest.

VIP and guests with special requirements

Wake up calls and papers.

Posting charges. Preparing and presenting guest bills

Payment procedures, accepting different methods of payment

Express check-out. Recording deposits and prepayments

Processing visitors paid outs (VPO's), disbursements, petty cash

Foreign currency exchange

safe handling of cash and other forms of payment

www.cthresources.com

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