HPM-1110 - Managing Front Office Operations (3)

This course examines front office procedures by detailing the flow of business through a hotel, beginning with the reservation process, and ending with check-out and settlement. Elements of effective front office management are explored paying particular attention to planning and evaluating front office operations and personnel management. Front office procedures are placed within the context of the overall operations of hospitality and tourism establishments.

List Course Outcomes (consistent for all sections)
CO1 - Classify hotels in terms of their levels of service, market segmentation, ownership, and affiliation.

CO2 - Describe how hotels are organized and explain how functional areas within hotels are classified.

CO3 - Summarize front office operations during the four stages of the guest cycle.

CO4 - Discuss the sales dimension of the reservations process and identify the tools managers use to track and control reservations.

CO5 - List the seven steps of the registration process and discuss creative registration options.

CO6 - Identify typical service requests that guests make at the front desk.

CO7 - Explain important issues in developing and managing a security program.

CO8 - Describe the process of creating and maintaining front office accounts.