Hotel Front Office Operations (360)

1. INTRODUCTION

With travel increasing day-by-day, whether it is for business, pleasure or for any other reason, there is a mushrooming growth of hotels-big and small. At the same time there is a demand for people to work in these hotels. Most people working in smaller hotels learn on the jobs which proves expensive. Hence there is a growing demand for trained persons who are able to perform the basic front office operations in a hotel, efficiently.

2. OBJECTIVES

After going through this course, the student will be able to:
acquaint with various categories of hotels;
acquaint with various departments of a hotel;
develop a sense of work ethcis.
develop a pleasing manner while dealing with the customers.

3. JOB OPPORTUNITIES

1. wage employment: as a junior front level worker in any establishment.

4. Course duration
1 Yr The credit of can be transfered aganist any one academic course.

4.1 SCHEME OF STUDY
Theory Practical
40% 60%

5. ENTRY LEVEL QUALIFICATION
Education : Class X pass`

6. SCHEME OF EVALUATION
Internal assessment: 20 marks
External examination
Total Marks - 100
1. Theory 40% 40 marks
2. Practical 40% 40 marks

6.1 PASSING CRITERIA
a) 33% in Theory
b) 33% in Practical
c) 33% in Internal Assessment
Separate pass in Theory, Practical and internal assessment is necessary.
Syllabus

8. COURSE CONTENTS
Unit Contents Theory Practical
Introduction — Brief history and evolution, — 3 weeks apprenticiship
to Hotel — Types. at a hotel attached to an AVI
— Various departments.
— Room as a commodity and
different types, types of rates,
— Various Plans - EP, CP, AP,
and MAP.
Introduction to — Introduction, importance
Front Office and role,
— Sections of Front Office,
— Staff organisation in the
department,
— Hierarchy patterns,
— Co-ordination with other
departments
Qualities of Front — Role, Qualities,
Office Staff — Telephone manners.
Reservations — Need, Modes, Procedure
— Reservation - Amendments/
Cancellations
— Filling and storage of reservation
records,
— Group reservations,
— Arrival list, Blocking of rooms,
— No shows,
— Alphabetical codes.
Reception — Basic knowledge
— Check-in procedure, Registration card,
— Allotting a room, Handing over of keys/key
cards etc.,
— Showing the room and welcome call,
— Circulation of information,
— Arrival/Departure register,
— C - Form
— Scanty baggage and their
registration, Group check-in,
— Change of room, Departure procedure,
— Control Activities/Statistics
— Calculation of room position
— Housekeeping discrepancy report,
— Updating of Whitney racks,
— Key check/key control,
— VIP report,
— Night receptionist room report,
— Room count, House count,
Revenue, Occupancy percentage,
— Double occupancy,
Information — Handling of guests’ request &
complaints, Take and deliver messages,
— Sort and deliver mail,
— General information about the
hotel, city, state, country.
Guest
Relations — Guest Relation’s register,
— Handle a VIP arrival,
— Guest history card.
Front Office — Guest Billing, The billing procedure,
cash — Check-in/Check-out time,
— Guest time
- weekly bill,
- bill through NCR machine,
- computerized billing
— Guest departure,
— Modes of payments
— Encashment of foreign currency
— Various formats
- Restaurant checks, Telephone
vouchers, Miscellaneous
vouchers, Cash receipt vouchers,
— Paid outs, Allowances and discounts,
— Safe deposit vaults.
Night — Role of a night auditor,
auditing — Process, Adjustments,
— Compiling complete sales
summary of the hotel,
— Other responsibilities of night
auditor.
Bell Desk — Handling of guest baggage
and role
- On arrival, On departure,
- Groups, Tagging of baggage,
- Scanty baggage,
— Circulating information from reception
— Cloak/left luggage room,
— Paging,
— Stamps/medicines/errand jobs.
Telephones — Importance,
— Arrival/Departure procedure,
— Types of Calls
— Complaint handling.
— Secrecy.
Emergency — Drunk guest,Fire,Theft,
situations
- Guest, Hotel property,
- Loss/breakage, Lost and Found,
- IIIness and Accidents,
- Loss of life.
- First aid
PLEASE NOTE:
— The above syllabus has been designed to give the students a working knowledge of the Front Office at the starting level. It is not an exhaustive course on the subject by any means. As such this material does not make the students an expert of Front Office.
— The students are advised to attach themselves with a hotel or arrange an induction or vocational training program of at least one month after going through this material.
— The formats given in the study materials are to familiarize them with the procedures. Although similar, they might differ from hotel to hotel and may not confirm to any regulatory body.

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