CourseSyllabus

B.B.A.(TourismandHospitalityManagement)
MahidolUniversityInternationalCollege

1. ProgramofStudy

Faculty/Institute/College

2. CourseCode

ICTM323

CourseTitle

FrontOfficeManagement

3. NumberofCredits
4(408)(LectureLabSelfstudy)

4. Prerequisite(s)

ICTM212

5. TypeofCourse

ElectiveCourse

Trimester1,2,3/Everyacademicyear
6. Session

7. Conditions

Maximumnumberofstudentsis30

8. CourseDescription

Theessentialknowledgeandskillsrequiredformanagementinhiringfrontoffice
employeesandrentingroomswithinthehospitalityindustry;propertymanagement
systems,reservations,yieldmanagement.

9. CourseObjectives

Aftersuccessfulcompletionofthiscourse,studentswillbeableto
9.1. Classifyhotelsintermsoftheirownership,affiliation,andlevelsofservice.
9.2. Describehowhotelsareorganizedandexplainhowfunctionalareaswithinhotelsare
classified.
9.3. Summarizefrontofficeoperationsduringthefourstagesoftheguestcycle.
9.4. Discussthesalesdimensionofthereservationsprocessandidentifythetools
managersusetotrackandcontrolreservations.
9.5. Listthesixstepsoftheregistrationprocessanddiscusscreativeregistrationoptions.
9.6. Identifytypicalservicerequeststhatguestsmakeatthefrontdesk.
9.7. Explainimportantissuesindevelopingandmanagingasecurityprogram.
9.8. Describetheprocessofcreatingandmaintainingfrontofficeaccounts.
9.9. Identifyfunctionsandproceduresrelatedtothecheckoutandaccountsettlement
process.
9.10. Summarizethestepsinthefrontofficeauditprocess.
9.11. Applytheratiosandformulasmanagersusetoforecastroomavailability.
9.12. Explaintheconceptofrevenuemanagementanddiscusshowmanagerscan
maximizerevenuebyusingforecastinformationincapacitymanagement,discount
allocation,anddurationcontrol.
9.13. Identifythestepsineffectivehiringandorientation.

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10. CourseOutline

Week
1
2
3
4
5
6

7
8
9
10
11

Hours
Lecture Lab

Topics
CourseIntroductionandOverview
TheLodgingIndustry
HotelOrganization
FrontOfficeOperations
ReservationsPartI
ReservationsPartII

2
2
2
2
2
2

Self
Study
4
4
4
4
4

RegistrationPartI

RegistrationPartII
FrontOfficeResponsibilities
ReviewfortheMidtermExam
MidtermExamination
FrontOfficeAccounting
CheckoutandSettlement

2
2
2
2
2
2

4
4
4
4
4

TheNightAudit
(GuestSpeakerCompulsory)
FieldTrip
Planning&EvaluatingOperations
RevenueManagement
ManagingHumanResources
ReviewfortheFinalExam
ProjectPresentationsPartI
ProjectPresentationsPartII

4
4
4
4
4
4
4
88

2
2
2
2
2
2
2
44

Instructor
Yuwanond,
P.

Total
FinalExamination
NB.Thecourseissubjecttochangewithoutpriornoticetofitthechangingtourismcircumstances.

11. TeachingMethod(s)

11.1
Lectures
11.2
Casestudies
11.3
Assignments
11.4
Fieldtrip

12. TeachingMedia

12.1
LCDoverheadprojector
12.2
PowerPoint
12.3
Multimediaresources
12.4
Handouts
12.5
Textbooks

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13. Measurementandevaluationofstudentachievement

Studentachievementismeasuredandevaluatedby
13.1. theabilityinclassifyinghotelsintermsoftheirownership,affiliation,andlevelsof
service.
13.2. theabilityindescribinghowhotelsareorganizedandexplainhowfunctionalareas
withinhotelsareclassified.
13.3. the ability in summarizing front office operations during the four stages of the
guestcycle.
13.4. the ability in discussing the sales dimension of the reservations process and
identifythetoolsmanagersusetotrackandcontrolreservations.
13.5. the ability in listing the six steps of the registration process and discuss creative
registrationoptions.
13.6. theabilityinidentifyingtypicalservicerequeststhatguestsmakeatthefrontdesk.
13.7. the ability in explaining important issues in developing and managing a security
program.
13.8. the ability in describing the process of creating and maintaining front office
accounts.
13.9. the ability in identifying functions and procedures related to the checkout and
accountsettlementprocess.
13.10. theabilityinsummarizingthestepsinthefrontofficeauditprocess.
13.11. the ability in applying the ratios and formulas managers use to forecast room
availability.
13.12. the ability in explaining the concept of revenue management and discuss how
managers can maximize revenue by using forecast information in capacity
management,discountallocation,anddurationcontrol.
13.13. theabilityinidentifyingthestepsineffectivehiringandorientation.

Ratioofmark

1. Classattendance,participation&assignments 10%
2. Teampresentation

10%

10%
3. Unannouncedquiz
4. MidtermExamination

35%
5. FinalExamination

35%
Total
100%

14. Courseevaluation

14.1 Studentsachievementasindicatedinnumber13above.
14.2 Studentssatisfactiontowardsteachingandlearningofthecourseusing
questionnaires.

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15. Reference(s)

Kasavana,M.andBrooks,R.(2001).ManagingFrontOfficeOperations(6thed.).,NewYork:
EducationalInstituteoftheAmericanHotel.

Bardi,J.(2002).HotelFrontOfficeManagement(3rded.).NewYork:Wiley.

Ismail,A.(2001).FrontOfficeOperationsandManagement.(1sted.).NewYork:Thomson
DelmarLearning.

16. Instructor(s)

Mr.PisutYuwanond
Lecturer
TravelIndustryManagementDivision
MahidolUniversityInternationalCollege

17.CourseCoordinator

Mr.PisutYuwanond
Lecturer
TravelIndustryManagementDivision
MahidolUniversityInternationalCollege
Tel.
+66(0)24414090ext.1224
Fax
+66(0)24419745
Email icpisut@mahidol.ac.th

18.AdditionalInformation

ExpectationsfromStudents

As a student, you are expected to be reflective, courteous, respectful, and empathetic to

classmates,instructor,andothercollegestaffassistingyouinyourlearning.

TurninallassignmentsonduedatesspecifiedunderCourseOutline.
Studentsarerequiredtodotheirownreadingbeforeeachclassperiodbegins.
Computerproducedworkmustbeeasilyreadable.Topicsmustbeinorderand

clearlydelineatedfromeachother.
Allwrittenworkshouldexhibitcompletesentences,andproperpunctuation,

grammarandspelling.
If your schedules prevent from attending and participating in specific class periods or
activities, take steps now to arrange to be able to attend. Alternatively, check with the
instructor well in advance of the assignment to determine if you might be able to
participateinthatsameactivityatanothertime.
Bothmidtermandfinalexamswillbeasetofessayquestions.Examquestions

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maybetakenfrom,orbasedonanymaterialfromlectures,referencedtexts,and
otherassignedreading/activities,includingvideotapes/VCDsandthefieldtrip.
Bothexamsaretobetakenatthescheduledtimeunlesspriorarrangementsaremadein
consultation with the instructor. Makeup exams/quizzes/presentations will be at the
discretionoftheinstructor.

TeachingPhilosophy

My teaching philosophy is to effectively facilitate creation of a positive multiway learning

environment,andapplicationofclassroomtheoryintorealworldpractice.

TeamPresentation

Yourteamisrequiredtoselectafourorfivestarhotel,andconductadetailedresearchonthe
eightfollowingareas.Itisamustthatyourteamconductaninterviewwitharepresentativeof
theselectedhotel.

1. Reservations
2. Registration
3. Frontofficeaccounting
4. Checkoutandsettlement
5. Telephoneswitchboard(PBX)
6. Uniformedservice
7. Nightaudit
8. Computer/informationsystems

Duringweek11,yourteammustgivea15minutepresentation,usingthePowerPoint
program,onyourfindings.Yourinabilitytogiveapresentationwhenyourturnarriveswill
resultindeductionofyourteamsscore.Pleasenotethatallmembersinyourteammust
participateinthepresentation,andwillreceivethesamescorerespectively.Ifyourteam
seemsunabletogiveyourpresentationduringweek11orhasanyproblem,pleasenotifyme
beforeweek10.

Pleasenotethatifyourgroupneedsanofficialletterrequestinganinterviewtobesenttoyour
selectedhotel,letmeknowthefollowings(inEnglish).

1)Contactpersonsname
2)His/herposition
3)Department/division
4)Organizationsname
5)Faxsnumber

ClassroomPolicies

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ClassAttendance&Participation

Attendanceandparticipationinclassdiscussionandactivitiesareexpectedofall
studentsenrolledinthisclass.Attendancewillbetakenregularlyandatanymomentduring
each class meeting. Students must be present and participating in class discussion and
activitiesinordertoobtaincredits.Ifanemergencyarisesforcingyoutobeabsentfromaclass
periodoranactivity,itisyourresponsibilitytocontacttheinstructor(inadvanceifpossible)
sothatanalternativeplancanbedeveloped.

Ifyouhavetroubleturninginanassignmenttotheinstructorontime,itisyourresponsibility
toinformyourinstructorofthisfactbeforetheduedate.Ifyoudont,youmaybesubjectto
pointloss.Lateworkmayberefusedoracceptedwithsomepointlossatthediscretionofthe
instructor.

There might be a tendency to procrastinate with college education, and I want to encourage
you to stay on top of things and anticipate computer problems. Work early in the week to
ensurethatyoucangetthingsdoneinatimelymanner.Ifyouplantobecomealeaderinthe
tourismandhospitalityindustry,itisimportantthatyoulearnsomeoftheessentialvaluesof
the industry. Three of the most important industry values are those of selfmotivation,
dependability,andparticipation.

Tardiness

If a student shows up in class late for more than 15 minutes, it will be considered as a
tardiness. Tardiness twice will equal to one unexcused absence. Students should note that
absencefromclass,excusedorunexcused,doesnotgivestudentstherighttopostponeturning
inassignments.Unexcusedabsencesandtardinessmaynegativelyaffectthefinalgrade.

FoodandDrinks

Allkindsoffoodanddrinkswillnotbeallowedinclassatalltimes.

CellPhones

Cell phones have a definite use in everyday life, but not in the classroom. Make sure you
switch your phone OFF before class starts. Cell phones should never be seen in class. The
appearanceofacellphoneinclassconstitutesaninterruptionandaninfringementoncivility
towardyourclassmatesandyourinstructor.Ireservetherighttoremoveanystudentusinga
cellphoneinclass.

DressCode

TheCollegespolicyrequiresallstudentstoproperlywearacollegeuniformduringtheschool
dayandthefieldtripday.Theuniformistobeworncorrectlyeachschooldayunlessaspecial
exceptionhasbeenannounced.Theuniformshouldbeneat,clean,pressed,ingoodcondition,
andworntostandardwhileattheCollege.

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SpecialConsideration

PleaseadvisemeifyouhaveanytypeofdocumenteddisabilitysothatImaybeabletoassist
inaccommodatinganyspecialneedsyoumayhave.Specialneedstudentsmayalsocontact
OfficeofAcademicServices.

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