Front Desk Operations

Overview

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

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.

Learning Activities

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

Means of Assessment

Participation	10% - 20%
Software Simulations	10% - 20%
Term Projects	10% - 30%
Midterm Examination	20% - 40%
Final Examination	20% - 40%
Total	100%

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.

Learning Outcomes

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.

Textbook Materials

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.

Requisites

Prerequisites

HOSP 1115 and HOSP 1210 or ACCT 1110 and HOSP 1325 or MARK 1120 OR currently active in the:
PDD in Hospitality Management or
PDD Hospitality Marketing or
PBD Hospitality Services Management.

Corequisites

No corequisite courses.

Equivalencies

No equivalent courses.

Course Guidelines

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.

September 2017 (Current)