- Departmental organization, roles, responsibilities and task lists
- Current trends in guest services
- Rating Systems
- Rate structures, packaging, quoting and up selling strategies
- Forecasting and statistical analysis
- Procedures and equipment used by the front office through the guest cycle
- Individual and Group Reservations
- Guest Arrival
- Charge Posting
- Night Audit
- Guest Departure
- Cash Handling
- Billing Credit
- Guest History
- Property management systems related to managing the front desk
- Terminology and basic concepts related to front desk operation
- The function of all the departments in a hotel and the important role of the front desk in their coordination
- Accounting procedures and controls in the front office
- Revenue Management
- Traditional distribution channels, online distribution of inventory and e-commerce applications.
The course will be conducted on the basis of lectures, discussions and use of a property management system software.
|Participation||10% - 20%|
|Software Simulations||10% - 20%|
|Term Projects||10% - 30%|
|Midterm Examination||20% - 40%|
|Final Examination||20% - 40%|
STUDENTS MUST COMPLETE ALL COMPONENTS OF THE COURSE TO OBTAIN CREDIT FOR THE COURSE.
STUDENTS MUST OBTAIN 50% OR BETTER ON THE EXAMINATION COMPONENT OF THE ASSESSMENTS TO RECEIVE A PASSING GRADE.
At the end of the course, the successful student should be able to:
- Describe the roles and responsibilities of the Front Office;
- Describe Front Office Procedures;
- Identify stages of the guest cycle;
- Apply principals of customer service;
- Use Front Office accounting procedures;
- Apply terminology and basic concepts related to front desk operations;
- Construct group rate quotes;
- Formulate package sheets;
- Do a market share analysis;
- Do a RevPar analysis;
- Create AM PM task lists;
- Prepare a night audit manually and using a computer software application;
- Create a manual reservation and front office system;
- Room a guest;
- Execute property management skills on a PMS;
- Detail distribution channels;
- Identify AM and PM shift responsibilities;
- Create a Revenue Management implementation strategy;
- Do a SWOT analysis on the various booking engines to maximize revenues;
- Understand e-commerce applications in the hospitality sales sector.
Textbooks and Materials to be Purchased by Students
Vallen, G., Vallen, J. Check In Check Out, Latest Canadian Ed. Toronto Prentice Hall
Similar text as approved by the department.
Course Guidelines for previous years are viewable by selecting the version desired. If you took this course and do not see a listing for the starting semester / year of the course, consider the previous version as the applicable version.
|Institution||Transfer Details||Effective Dates|
|Camosun College (CAMO)||CAMO HMGT 186 (3)||2013/01/01 to -|
|Capilano University (CAPU)||CAPU TOUR 252 (3)||2014/01/01 to -|
|Capilano University (CAPU)||CAPU TOUR 2XX (3)||2012/01/01 to 2013/12/31|