Module Title: Front Office Operations

Introduction
This module introduces students to the systems and procedures required for Front
Desk Office Operations. It emphasizes the importance of high standards in
personal qualities and the provision of customer service. Students will develop
knowledge and skills in reception procedures as well as understanding the key
legislation that relates to reception procedures. They will also evaluate the suitability
of different procedures for a range of hotel outlets.

Learning Outcomes
On completion of this module, the students will be able to:
Describe the range of front office operations and their functions;
Discuss the importance of communication with other sections within the hotel;
Explain the important role front office plays in selling the hotel and all its
facilities;
Demonstrate reception procedures and explain how they contribute to
customer satisfaction;
Explain the implications of key legislation for reception operations;
Demonstrate and explain the suitability of reception procedures for different
types of hotel outlets.

Indicative Module Content

Chapter 1: The Role of the Front Office in the Hotels Organization.
The Hotel Industry.
Hotel Organizational Structures.
The Room Division Organization.

Chapter 2: Security and Safety Responsibilities.

Security Aspects of the Hotel.
Health and Safety Aspects.
Customer Care.
Roles and Responsibilities of a Receptionist.

Chapter 3: Communications.
Spoken Communication.
Non-Verbal Communication.
Written Communication.
Telecommunications.
Fax.
E-mails.
Handling Incoming and Outgoing Mail.

Chapter 4: Reservation Procedures.

Methods of Receiving Reservation Requests.
 The Information Needed When Receiving a Request.
Use of International Terms for Rooms and Bed Types.
Packages Offered by Hotels and the Range of Terms Used to Describe Them.
Methods Used to Record Bookings Such as Diaries, Conventional Charts,
Density Charts, Stop-Go Charts and Computers.
Yield Management and Over-Booking.
Confirmation Procedures, Deposits and Guarantees and Cancellation
Procedures.
Reservation Status, Release Times, Guaranteed Arrivals.
Group Reservations.

Chapter 5: Check-in Procedures.

Registers, Registration Cards, etc.
Booking Out / Walking a Guest.
Chance Arrivals.
Key Cards and Keys, both Mechanical and Electronic Room Status Records
and Room Allocation.
Bedroom Book, Room Status Boards, Computers.
Group Check In.

Chapter 6: Electronic Booking Systems.

Systems such as Fidelio, which Provides Hardware and Software Supporting
Point-Of-Sale Systems.

Chapter 7: Notifications and Records.

Concerns on the Arrivals List, Departures List, Room List, Function List,
Wake-Up Calls and Papers and Guest History Records.

Chapter 8: Guest Accounting.

Payment Procedures, Cash / Non-Cash Payment, Accepting Different
Methods of Payment, Recording Deposits, Prepayment and Refunds,
Processing Visitors Paid-Outs (VPO's), Disbursements, Petty Cash.
Establishing Credit Worthiness.
Banking Procedures, Reconciling / Checking Floats, Completing Banking
Documentation.
Security for Cash / Non-Cash Payments and Transfer to Bank.

Chapter 9: Payment Methods.

Cash and Foreign Currency / Exchange.
Cheque Such as the Travellers Cheque.
Credit Cards Which Include Charge Card and Debit Card.
Vouchers Ledger Accounts Advance Deposits and Pre-Payments.
Refunds.
Chapter 10: Statistics and Reports.
Occupancy Rates Including Double, Sleeper, Average Room Rate, Revenue
Achieved, REVPAR and GOPPAR Guest Statistics including Length of Stay,
Origin, Average Expenditure, Source of Bookings

Chapter 11: Selling Methods Used by Front Office Associates.

Benefits to Organization: Increased Occupancy, Repeat Business, Brand
Loyalty, Customer Loyalty, New Business, Increased Market Share, Keeping
within Budget, Resources and Support, and Staff Training.
Selling Techniques, Product Knowledge, Communication Skills Up-Selling,
Selling other Services, Using Sales Leads, Repeat Sales, Referred Sales,
Maximum Occupancy and Room Revenue.
Procedures, Enquires, Reservation, Status, Cancellations, Amendments,
Records and Documentation, Room Allocation.
Over-Booking, Releasing Rooms, Deposits, Paying Commissions.

Recommended Text:
Hotel Front Office, S. Thomes, Braham, B., (1999)
Principles of Front Office Operations, Cassell, Baker, S., Bradley, P., &
Huyton, J., (1994).