BILKENT UNIVERSITY
School of Applied Technology
& Management (SATM)
THS 148 Front Office
Operations
Fall 2005 - 2006
Instructor: Jamel Chafra
Office : RA 120
Office Hours: Tuesday
Course Description: The course is mainly based on the procedures and methods for the
successful operation of hotel front offices. Throughout the course, students
can learn the techniques and skills they need in order to function efficiently
in front office positions. The course will start with an introduction to the
hotel industry's mission statement, strategies, tactics, goals, departments and
sub-departments of hotels, and front office record keeping systems.
Furthermore, such topics as front office equipment, communication, dealing with
the hotel guest, statistics and common operational problems of the front office
(i.e. Overbooking, Late Charge, Lost Luggage, Skippers...) will be analyzed and
discussed.
Lecture, demonstration, role-playing,
case study, and examples from existing hotels will be used during the sessions
of the course.
Textbook: Kasavana Michael L. & Richard M. Brooks,
Managing Front Office Operations,
Sixth Edition, AHLA, Educational Institute of the American Hotel & Lodging
Association, Michigan, 2001.
Grading :
Course
Requirements:
·
Failing to attend less than 75 %
of the whole lessons will automatically mean that a student will not permitted
to be seated at the Midterm examination, Final examination or both exams!
·
Prior to any class session, students
are supposed to read the topics that will be taught by the instructor. Failing
to do so will cost you some points out of the participation, if not all the
points.
·
Students are supposed to read the
various case studies in the textbook, even if they are not a member of the
group responsible for the case.
·
You are to choose members of the case
study. Once chosen, you commit yourself to the group, and no changes would be
made on the group members, or on the topic chosen, whatsoever the reason.
·
The choice of the case study is on
the First Come First Serve basis.
·
No late homework or case study is
accepted. A Zero (0)
would be attributed to late work.