Computer Communication Development Institute

4th Floor Monzon Bldg. Corner Arana & Elias Angeles St. Naga City

College of Hotel & Restaurant Services

School Year 2013-2014

I. Course Title : Front Office Management

II. Credit : 3 units

III. Course Description : This course covers the knowledge, skills and attitudes in Front Office services NC II in accordance with Enterprise standards. It
covers basic, common and specialized (core) competencies such as receive and process reservations, operate computerized
reservation system, Provide accommodation reception services, conduct night audit, provide club reception services, and provide
porter services.

IV. Course Objectives

A. General Objective : At the end of the course, the students are expected to establish knowledge and skills of the Front Office Management Operation.

B. Specific Objectives :

Cognitive : Attain a thorough understanding of the overall concepts of Front Office Management and Operation.

Affective : Understand the vital role of Front Office Management in the hotel operation, customer service relation, and revenues.

Psychomotor : Apply confidently the knowledge and skills such as: provide effective customer service, receive and process reservation system,
provide accommodation reception services, conduct night audit, provide club reception services, provide porter services.

Strategies/
Instructional
Specific Objectives Subject Matter Teaching Evaluation Time Expected Outcome
Materials
Methodology frame

Discuss the introduction to the 1. Overview of Hotel Management: Power Point Presentation Front Office Recitation 1st
hospitality industry. 1.1 Types of Hotels Lecture- Discussion Reference Quizzes week
1.2 Hotel Classification Question and answer books, Homework
1.3 Types of Hotel Guest room Assigned readings Internet Board Work
1.3.1 Types of Hotel Beds
 1.4 Standard Room Amenities
1.5 Hotel Organization
1.6 The Industry Terms & Codes

Explain the room division in the 2. The Room Division in Front Office Power Point Presentation Books Recitation
front office Management Operation. 2.1 Front Office Organization and Lecture- Discussion Internet Quizzes 2nd
Operating Units Question and answer Homework week
2.2 Job description of Front Office Staff Assigned readings Board Work
2.3 Sequence of Front Office Service

Develop and update industry 3. Room Sales & Reservation Lecture discussion Books Practical
knowledge 3.1 Types of Hotel Guests and Clients Lecture-demonstration Internet Demonstration
3.2 Types of Room Reservations Recitation 3rd
3.3 Documents needed in Processing Quizzes week
Reservation
3.4 Request for Complimentary Amenities
3.5 Charting Reservation

Provide effective customer service 4. Room Sales & Reservation Modular (self-pace Reference Interview (Oral & Apply effective verbal
4.1 Procedures in Handling Reservations learning) Books Questionnaires) communication skills to
4.2 Confirmation & Cancellation of respond to customer
Reservations -Electronic Learning Learning Observation 4th needs
4.2 Amendments to Rooms Reservation -Industry Immersion Manual week
4.3 Salesmanship at the Front Office Demonstration Demonstration of Handle queries through
4.4 Selling through the telephone Film-viewing Multimedia Practical Skills telephone, fax machine,
4.5 Up selling Rooms internet and e-mail

Handle customer
PRELIM complaints, evaluation
and recommendations
 Reference
Receive and Process Reservations 5. The Front Desk Books Interview (Oral & Perform the standard
5.1 Function of Front Desk Section Modular (self-pace Questionnaires) ways in updating guests
5.2 On-line & Walk-in Reservation learning) FO Forms folio, room status and
5.3 Procedures for Guest Registration Guest Folio Observation reservation
5.4 Group Registration Electronic Learning 5th
5.5 Guest Folio Industry Immersion Learning Demonstration of week Perform the correct
5.6 Record of Arriving, Staying & Demonstration Manual Practical Skills & procedure in handling
Departing Guests Film-viewing 6th guest services
5.7 Change of Rooms & Room Rates Multimedia
Prepare and maintain
records and reports

6. Front Office Cashiering Reference Perform the standard

Operate a Computerized Reservation 6.1 Recording of Customer’s Information Modular (self-pace Books Observation ways in updating guests
System 6.2 Recording of Assigned Rooms learning) folio, room status and
6.3 Forms of Payments FO Forms Demonstration of 7th reservation
6.2 Billing Procedures -Electronic Learning Guest Folio Practical Skills &
6.3 Handling Commercial Accounts -Industry Immersion 8th Perform the correct
6.4 Cash Handling Demonstration Learning week procedure in handling
6.5 Payment by Credit Cards and Cheques Film-viewing Manual guest services

Multimedia Prepare and maintain

records and reports
7. The front Office Management
Provide accommodation 7.1 Procedure in preparing reception area Demonstration Reference Observation
reception services. 7.2 Procedure in room allocation Film-viewing Books
7.3 Procedure in recording guests arrival. Demonstration of 9th
7.4 Hotel courtesy Learning Practical Skills &
7.5 Procedure in registering guest Manual 10th
7.6 Procedure in processing accounts week
7.7 Procedure in assessing guest for Multimedia
departure
7.8 The Bell Service
7.9 Check-In Assistance
7.10 Attending to Check-out of the Guests
7.11 Showroom

MIDTERM
 Reference Observation
Books
Conduct Night Audit 8. Shift Sales Report Demonstration Demonstration of
8.1 Complete Outstanding Posting Learning Practical Skills 11th
8.2 Reconcile Room Status Discrepancies Manual &
8.3 Balance all departments transactions 12th
8.4 Verify Room Rates Multimedia week
8.5 Verify No-show Reservations
8.9 Post Room Rates and Taxes
8.9 Prepare Reports
8.10 Deposit Cash
8.11 Clear & Backup the System

Reference Observation
Provide Club Reception Services Power Point Presentation Books
9. Club services and Facilities feature
9.1 Club membership process and rules Lecture- Discussion Demonstration of 13th
9.2 Membership application Question and answer Learning Practical Skills &
9.3 Record ,check and maintained Assigned readings Manual 14th
membership procedures week
9.4 Monitor membership badges/cards Demonstration Multimedia
procedures
9.5 Registration of guest procedures
9.6 Security management procedures

Reference Observation
10. Porter Service Assistance
Provide Porter Service Power Point Presentation Books
10.1 Communication skills
Lecture- Discussion Demonstration of 15th
10.2 Procedures in welcoming guests
Question and answer Learning Practical Skills &
10.3 Procedures in receiving guests
Assigned readings Manual 16th
10.4 Registration procedures
week
10.5 Guest assistance /escorted processes
Demonstration Multimedia
10.6 Room features
10.7 Luggage transportation safety
procedures
10.8 Luggage delivering procedures
10.9 Luggage storage procedures

SEMI-FINAL& FINAL
 VIII. Grading System:

MIDTERMS FINALS
CLASS STANDING 40% CLASS STANDING 40%
QUIZZES 20% QUIZZES 20%
MIDTERM EXAM 40% FINAL EXAM 40%

MIDTERM GRADE 100% PRE-FINAL GRADE 100%

FINAL GRADE

MIDTERM 50% + PRE-FINAL GRADE 50% = 100%

IX. Textbook:
Amelia S. Roldan, Introduction to Hotel & Front Office Operation (2008)
Sudhir Andrews, Front Office Management & Operation (International Edition)

Prepared by:

Ramil D. Demabogte
Trainer/Instructor

_________________
Registrar

Date: _______________

CC: Admin and Cashier