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.

• Syllabus
• Course Outline
• Suggested Case Studies
• How to write a Case Study?
• Class Notes
  • Hotel Organization I
  • Hotel Organization II
    • Job Description (Example)
    • Job Specification (Example)
  • The Reservation Process I
    • Appendix
  • The Reservation Process II
    • Reservation Phone Techniques (Example)
  • Front Office Operations
  • Registration
    • Room Status Terminology
    • Room Type Terminology
  • Front Office Accounting
  • Check-out and Settlement
  • The Night Audit
  • Planning and Evaluating Operations
    • Hubbart Formula (Example)
    • Operational Statistics
  • Revenue Management
  • Managing Human Resources
• Exams