Curriculum Guideline

Front Desk Operations

Effective Date:
Course Code
HOSP 2240
Front Desk Operations
Hospitality Management
Commerce & Business Administration
Start Date
End Term
Semester Length
15 Weeks X 4 Hours Per Week = 60 Hours
Max Class Size
Contact Hours
Lecture: 3 Hours Seminar: 1 Hour
Method Of Instruction
Methods Of Instruction

The course will be conducted on the basis of lectures, discussions and use of a property management system software.

Course Description
This course introduces students to the Lodging Operations Front Office. Topics include reservations, front desk, guest services and human resource deployment issues specific to front office operations management. This course familiarizes students with the principles of front desk operational procedures; examines current trends in guest services; discusses online distribution of room inventory; and introduces students to the principles of revenue management strategies. Students work with a Property Management Software to become familiar with computerized reservations, arrival and charge posting systems.
Course Content
  1. Departmental organization, roles, responsibilities and task lists
  2. Current trends in guest services
  3. Rating Systems
  4. Rate structures, packaging, quoting and up selling strategies
  5. Forecasting and statistical analysis
  6. 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
  7. Property management systems related to managing the front desk
  8. Terminology and basic concepts related to front desk operation
  9. The function of all the departments in a hotel and the important role of the front desk in their coordination
  10. Accounting procedures and controls in the front office
  11. Revenue Management
  12. Traditional distribution channels, online distribution of inventory and e-commerce applications
Learning Outcomes

At the end of the course, the successful student should be able to:

  1. Describe the roles and responsibilities of the Front Office;
  2. Describe Front Office Procedures;
  3. Identify stages of the guest cycle;
  4. Apply principals of customer service;
  5. Use Front Office accounting procedures;
  6. Apply terminology and basic concepts related to front desk operations;
  7. Construct group rate quotes;
  8. Formulate package sheets;
  9. Do a market share analysis;
  10. Do a RevPar analysis;
  11. Create AM PM task lists;
  12. Prepare a night audit manually and using a computer software application;
  13. Create a manual reservation and front office system;
  14. Room a guest;
  15. Execute property management skills on a PMS;
  16. Detail distribution channels;
  17. Identify AM and PM shift responsibilities;
  18. Create a Revenue Management implementation strategy;
  19. Do a SWOT analysis on the various booking engines to maximize revenues;
  20. Understand e-commerce applications in the hospitality sales sector.
Means of Assessment
Participation  10%
Class Assignments   20%
Term Projects  30%
Midterm Examination           20%
Final Examination  20%
Total 100%
Textbook Materials

Textbooks and Materials to be Purchased by Students


Vallen, G., Vallen, J. Check In Check Out, Latest Canadian Ed. Toronto Prentice Hall


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