MIB Front Office Management (HOS41004) - Mar 2020 AAAAAAaaA

SHTE HOS41004 – FRONT OFFICE MANAGEMENT
FACULTY OF SOCIAL SCIENCES AND LEISURE MANAGEMENT
SCHOOL OF HOSPITALITY, TOURISM AND EVENTS
Diploma in Hotel Management
MODULE INFORMATION BOOKLET

ACADEMIC YEAR: [2020]
HOS41004 – FRONT OFFICE MANAGEMENT
Contents
Synopsis ........................................................................................................................................................ 2
Module Status ............................................................................................................................................... 2
Objectives ..................................................................................................................................................... 2
Learning Outcomes ....................................................................................................................................... 2
Taylor’s Graduate Capabilities ...................................................................................................................... 3
Delivery Methods .......................................................................................................................................... 4
Assessment Methods .................................................................................................................................... 4
Reading List ................................................................................................................................................... 7
Lecturer(s) ..................................................................................................................................................... 8
Syllabus and Scheme of Work ....................................................................................................................... 9
Proposed by: Verified by:
_________________________ __________________________
(Module Leader: Ms. Tang Pei Lin) (Stream Coordinator: Ms. Azlinda Hakim)
Version 9 (diploma): January 2020 Page 1 of 15
Module Synopsis
The subject is designed for students to understand the hospitality and lodging industry and its
environment as well as the role and organisation of the Front Office Department. It will equip students
with the necessary knowledge of the Front Office department of the different roles, their respective tasks
and their involvement in guest relations and services provided in the hotel.
This subject is also aimed at introducing to the students the importance of the Front Office in terms of
guest relations as well as the tasks to be carried out in different guest cycle to enhance further knowledge.
Module Status
Module Credits : 4 credits
Total Learning Time : 160 hours
Module Status : Core for DH
Pre – Requisite : Nil
Nomenclature:
DC : Diploma in Culinary Arts
DH : Diploma in Hotel Management
DT : Diploma in Tourism Management
DE : Diploma in Event Management
ADC : Advanced Diploma in Patisserie and Gastronomic Cuisine
Module Objectives
Hospitality industry is a highly professional and complex industry dealing in not just providing
accommodation, food & beverage but above all, service. This subject will be useful to provide students
the opportunity to understand the professional environment of accommodation, guest relations and
handling guest complaints. It will enable students to acquire the necessary knowledge so needed to
understand the Front Office department in terms organization structure, guest cycle such as arrival,
departure; room types and different types of room rates.
This subject will allow transfer of skills in the Front Office Application is using The Hotels’ Property
Management System – Opera.
Learning Outcomes
Upon successful completion of this module, students will be able to:
1. Identify the evolution of hotel industry consisting major departments primarily the Front Office
organization.
2. Recognize the organization of Front Office department and the job description of the Front Office
staff.
3. Differentiate the types of hotel guests and the accommodation products available for guests.
4. Describe the activities involved /functions in the guest cycle – pre arrival and arrival stage.
5. Describe the activities involved /functions in the guest cycle – occupancy and departure stage.

6. Demonstrate front office procedures – from receiving room reservation, amendment to guest
registration incorporating with the Hotel Opera System.
7. Demonstrate front office procedures – from handling different guests’ requests to guest departure
incorporating with the Hotel Opera System.
8. Make use of the Property Management Hotel Opera System for the Front Office Operations.
Taylor’s Graduate Capabilities

In addition to this module’s specific learning outcomes, students are also expected to demonstrate and
develop the following skills:
A. KNOWLEDGE
TGC 1: Discipline Specific Knowledge
1.1 Working knowledge of theories in subject area and able to put foundational
concepts into practice
1.2 Understand ethical issues in the context of the field of study.
1.3 Working knowledge of professional practice within field of study.
B. COGNITIVE SKILLS
TGC 2: Lifelong Learning

2.1 Locate and extract information effectively.
2.2 Relate learned knowledge to everyday life.
C. SOFT SKILLS
TGC 4: Communication Skills

4.1 Communicate appropriately in various settings and modes.
TGC 5: Interpersonal Skills

5.1 Understand team dynamics and work with others in a team.
TGC 6: Intrapersonal Skills

6.1 Manage oneself and be self-reliant.
6.2 Reflect on one’s actions and learning.
6.3 Embody Taylor’s core values.
TGC 8: Digital Literacy

8.1 Effective use of information & communication technology (ICT) and related
technologies

Delivery Methods
Contact Hours : Theory (1 hour x 1 class) per week x 14 weeks

Practical (2 hours x 1 class) per week x 14 weeks
Opera (2 hours x 1 class) per week x 14 weeks
70 total teaching hours
In reference to Taylor’s University’s Teaching and Learning Framework, the following instructional or
delivery methods are adopted for this module.
 Authentic learning
Authentic Learning refers to the ideas that learners should be presented with problems that are realistic
situations and found in everyday applications of knowledge (Smith and Ragan, 1999). There should be an
opportunity to distinguish between relevant and irrelevant information. Finding and defining problems as
well as solving them should be a generative process.
 Collaborative Learning
Collaborative Learning, also called cooperative learning, is heavily emphasized in most constructivist
approaches (Roblyer et al, 1996). Students working in groups to solve problems demonstrate the notion
of distributive intelligence, which states that accomplishment is not a function of one person, but rather
a group in which each contributes to the achievement of desired goals.
Cooperative learning is an ideal way for students to learn the skills that extend beyond that extend beyond
the classroom of sharing responsibility and working together toward common goals. According to Driscoll
(2000), collaboration also provides students with a way to understand point of view outside their own.
 Goal –Based Scenarios

Goal based Scenarios (GBS) offer learners the opportunity to role-play from a certain point of view. Their
goal is for the learner to accomplish a mission or task associated with their role in scenario. In order to
achieve this goal, the learner needs to acquire particular skills and knowledge.
 Blended Learning / e-learning

Taylor’s adopt the term ‘blended learning’ as a principal means of addressing the use of information and
communication technologies to enhance its learning and teaching activities. This includes:
• Adopting strategic and systematic implementation of technology in teaching and learning.
• Combining the best features of face-to-face (F2F) interaction integrating different modes of
delivery, models of teaching and styles of learning.
In this module, students will experience the following e-learning methods:

• Online assessment using TIMEs or any relevant platform.
 Student Self and Independent Study

Lecturers are not the sole provider of knowledge and information as these are unlimited. Students
are expected to practice self and independent studies for at least 40 hours for this module.
Students are encouraged to use a blended learning approach; i.e. using traditional text and also e-
learning methods to complement their face-to-face learning.
Note: Please refer to Taylor’s University’s Teaching and Learning Framework for the detailed
descriptions of each instructional method.
Assessment Methods
Weightage ( % ) : TGCs
Total Module LO
Assessment Methods : Non- Developed &
Practical Weightage Assessed
Practical Demonstrated
Final Examination 30% 30% 2, 3, 4, 5 TGC 1, TGC 2
Continuous Assessment 70%

Class Test 10% 1 TGC 1, TGC 2
TGC 4, TGC 5,
1st Assessment 20% 6
TGC 6, TGC 8
2nd Assessment 20% 8 TGC 6, TGC 8
TGC 4, TGC 5,
3rd Assessment 20% 7
TGC 6, TGC 8
Total 100% 100%
 Final Examination – Written Test (30%)

Final examination is a closed-book examination of two hours. The examination consists of three
sections:
Section A: Multiple Choice questions (5 marks)

Learning Outcome assessed: 2 – 5 from topics 2 to 6
Students have to answer all the questions.
Section B: Fill in the blanks / True or False (10 marks)

Section C: Short answers questions (15 marks)


 Class Test – TIMeS Online test / written test (10%)

Class Test is a closed-book examination of 30 minutes. Students have to answer all questions from
topic 1.
Section A: MCA / True and False / Fill in the blanks (10 marks)
Learning Outcome assessed: 1 from topic 1.
 1st Continuous Assessment – Front Office practical (20%)

Learning outcome assessed – 6
Students will be assessed on one of the FO tasks from Unit 1 to Unit 2.
 2nd Continuous Assessment - Opera system (20%)

Learning outcome assessed – 8
Students will be assessed on the Opera skills from all the Modules (Reservation, Reception, and
Cashiering)
Students will be given two questions to be completed in one hour.
 3rd Continuous Assessment - Front Office practical (20%)

Learning Outcomes assessed - 7
Students will be assessed on one of the FO tasks from Unit 4. The task is to be role-played by student
on a one to one basis integrating with Opera system and is to be completed in 10 minutes.
(Requires communication by the student that demonstrates conceptual understanding)
IMPORTANT REMINDERS
Plagiarism
Plagiarism is the use of someone else's language, ideas, information or original material without
acknowledging the source. All students are expected to attend a course on proper usage of referencing.
Information about referencing is available from the Intellect’s Learning and Academic Skills (LAS)
department and/or from the library webpages at:-
https://taylorslibrary.taylors.edu.my/user_skills/user_support_students
Plagiarism is a serious offence and any individual (who is suspected of plagiarism) would be referred to
the Academic Integrity Committee of Taylor's University. Please refer to the Student Handbook for further
information.

Late Submission
Assignment deadlines must be strictly adhered to as time management is a highly valued professional
skill. Assignments which are submitted late will be penalised as follows:
Submitted one (1) day after deadline - deduct 5% from marks awarded
Submitted two (2) days after deadline - deduct 10% from marks awarded
Submitted three (3) days after deadline - deduct 15% from marks awarded
Submitted four (4) days after deadline - deduct 20% from marks awarded
Submitted five (5) days after deadline – ZERO (0) marks for the assignment.
For the purpose of assignment submission, Saturday and Sunday are also counted as working days.
Reading List
Main text/reference(s):
• Michael L. Kasavana (2013). Managing Front Office Operations, 9th ed.: American Hotel & Lodging
Educational Institution.
• Vivienne O' Shannessy. (2009). Front Office Skills: A Practical Approach : Pearson Education
Australia.
• James A. Bardi. (2011). Front Office Management : John Wiley.
Additional references:
• Matt A. Casado & Hoboken, N.J. (2012). Housekeeping Management : John Wiley.
• Michael J. O’Fallon & Denney G. Rutherford. (2011). Hotel Management and Operations : John
Wiley
• Gary K. Vallen & Jerome J. Vallen. (2009). Check-In Check-Out Managing Hotel Operations :
Pearson Education.
• OPERA Online Help : http://lscsvroperaap01/operahelp/index.htm.

Lecturer(s)
Name : Ms. Azlinda Hakim
Office : Block D, Level 9 Suite B
Phone Ext. : 5419
E-mail : Azlinda.Hakim@taylors.edu.my
Consultation Hours: By appointment
Name : Ms. Brenda Yeo

Phone Ext. : 5419
E-mail : Yeo.Brenda@taylors.edu.my
Name : Ms. Pauline Tang Pei Lin

Phone Ext. : 5426
E-mail : PeiLin.Tang@taylors.edu.my
Name : Ms. Sumitha Anantharajah

Phone Ext. : 5421
E-mail : Sumitha.Anantharajah@taylors.edu.my

Syllabus and Scheme of Work

Theory
Readings / Independent
Week Topic / Activity
Learning Materials
Class 1:
The hotel and its evolution
• The different types of accommodation Kasavana (2013)
1
• The hotel classification (small, medium, large and its Chapter 1
business affiliation)
Class 2:
• All major department in a hotel
Kasavana (2013)
2 • Organization chart of the hotel Chapter 1
• Revenue & support centre, Front of the house & back of
the house, etc.
Class 3:
• Organization chart of the hotel
3
• Activities/Discussions on the organisation chart and
responsibilities of the various departments of a hotel
Class 4:
Organization of the Front Office & Front Office personnel.
• Organisation chart of the Front Office Kasavana (2013)
4
• Sections of the Front Office Chapter 2
• Relationship of Front Office with other departments
Class 5:
Organization of the Front Office & Front Office personnel
Kasavana (2013)
5 • Job description of Front Office Staff
Chapter 2
• Working Shift of Front Office Staff
Class 6:
The Hotel Guest – Who is a Guest?
• Classification of hotel guest by purpose of visit, needs and Kasavana (2013)
6 Chapter 3
expectations. (Pleasure, business, groups, travel agents,
etc.)
Class 7:
The Hotel Guest – Who is a Guest?
7 • Activities/Discussions on the hotel guests from different
countries and their preferences
Class 8: Michael J. O’Fallon & Denney G.

Rutherford. (2011)
The Hotel Guest – Hotel Rooms & Product Knowledge
8 Chapter 5
• Guest rooms categories
• Room rate (pricing options, meals plans) Matt A. Casado & Hoboken (2012)

Learning Materials
• Facilities and services offered in the hotels
Class test (10%)
Class 9: Kasavana (2013)

The Guest Cycle – Pre arrival phase (Reservation) Chapter 3
• Staffing, working hours and organization chart
9
• Importance of the reservation process Michael J. O’Fallon & Denney G.
Rutherford. (2011)
Chapter 5
Class 10:
The Guest Cycle – Pre-Arrival-Reservation.
• Mode of reservation, sources of reservation Kasavana (2013)
10
• Reservation charts and reservation form Chapter 4
Taylor’s Engagement Scale (TES) evaluation via tes.taylors.edu.my

Class 11:
The Guest Cycle – Arrival Phase-Reception. Kasavana (2013)
• Staffing, working hours and organization chart Chapter 5
11
• Importance of an efficient Front Desk
• Preparation for guest arrival
Class 12:
The Guest Cycle – Occupancy-Reception.
Kasavana (2013)
12 • Occupancy
Chapter 5
• Services offered to guest during their stay
Class 13:
The Guest Cycle – Departure Phase
• Cashier Kasavana (2013)
13
• Staffing and working hours Chapter 9
• Importance of good departure
Class 14:
The Guest Cycle – Departure Phase
Kasavana (2013)
14 • Methods of Accounts Settlement
Chapter 9
• Services offered during guest departure
FINAL EXAMINATION

Practical
Learning Materials
Class 1:
Reservation O’ Shannessy (2009) Ch. 2: pp.
• Introduction to Taylor’s International Hotel (Fact Sheet) 21-54.
1 • Introduction to Reservation Form
• Reservation in Writing : Transferring information from
faxes/letters onto the form
Class 2:
Reservation O’ Shannessy (2009) Ch. 2: pp.
2 • Introduction on Standard Operating Procedure of taking 21-54.
down room reservation under Personal Account
Class 3:
Reservation
• Role-play on receiving room reservation under Personal O’ Shannessy (2009) Ch. 2: pp.
3 Account 21-54.
• Reservations received with rack rate, corporate rate and
day use rate
Class 4:
Reservation
O’ Shannessy (2009) Ch. 2: pp.
4 • Attending to modification and cancellation of room
21-54.
reservations
Class 5:
Reception
• Introduction to Arrival List
- Attention details to remarks
- Understanding of arrival list
5 155-190.
• Introduction to the forms used during registration
• Introduction on Standard Operation Procedure of
Registration of guest with reservation
• Payment by cash
Class 6:
Reception
• Continuation on registration of guest with reservation
6 155-190.
• Payment by credit card
• Role-play
Class 7
Reception
7 • Introduction on Standard Operation Procedure of O’ Shannessy (2009) Ch. 5: pp.
registration of guest without reservation 155-190.
• Payment by cash

Learning Materials
Class 8:
Reception
• Standard Operation Procedure of registration of guest O’ Shannessy (2009) Ch. 5: pp.
8 without reservation 155-190.
• Payment by credit card
• Role play
Class 9:
Reception O’ Shannessy (2009) Ch. 5: pp.
9 • Selling the hotel facilities and services through suggestive 155-190.
selling during registration
Class 10:
Occupancy
• Attending to guest special request during guest stay
10
155-190.
1st Continuous Assessment (20%)
Class 11:
Cashiering
• Introduction to method of payment used to check out
11 190-205.
• Importance of last impression
• Standard Operating Procedure on checking out a guest
Class 12:
Cashiering O’ Shannessy (2009) Ch. 5: pp.
12 • Role play on checking out a guest under personal account 190-205.
(rack rate, corporate rate and day use)
Class 13:
Cashiering
13 • Role-play on checking out a guest under personal account
190-205.
• Handling special billing request during check out
Class 14:
Cashiering
• Role-play on checking out a guest under personal account O’ Shannessy (2009) Ch. 5: pp.
• Handling common requests during check out i.e. luggage 190-205.
14
storage, transportation, future reservations.
3rd Continuous Assessment (20%)
FINAL EXAMINATION

Opera System
Learning Materials
Class 1:
Topic 1 Unit 1: Reservation
Introduction to Property Management System (Opera).
• Introduction to Property Management System (Opera).
• Introduction to Quick Keys http://lscsvroperaap01/operahel
1
• Create a Guest Profile and a New Reservation p/index.htm
• Personal Account
• Guarantee by Cash or Credit Card
• Amendment of Room Reservation
Class 2:
Create a Reservation: http://lscsvroperaap01/operahel
2
• Personal Account p/index.htm
• Guaranteed by Cash and Credit Card
Class 3:
Topic 1 Unit 2: Reservation (continued)
Create a Reservation:
• Personal Account
• Guaranteed by Cash and Credit Card http://lscsvroperaap01/operahel
3
• Handle Request with: p/index.htm
- Transportation
- Add On
- Confirmation
Class 4:
Create a Reservation:
• Company Account
• Travel Agent Account
http://lscsvroperaap01/operahel
4 • Handle Request with:
p/index.htm
- Routing
- Upgrade
- Alerts
- Traces
Class 5:
Topic 2 Unit 1: Registration
• Registration of Guest with reservation http://lscsvroperaap01/operahel
5
• Assign room and check in p/index.htm
• Update mode of payment
• Update guest profile

Learning Materials
Class 6:
Topic 2 Unit 2: REGISTRATION
• Registration of a walk in guest
6 • Assign room and check in
p/index.htm
• Update guest profile
Class 7:
• Registration of guest under Travel Agent/Company http://lscsvroperaap01/operahel
7 • Assign room and check in p/index.htm
Update guest profile
Class 8:
• Attending to in-house guest requests:
o Room move
o Accompany
o Shares http://lscsvroperaap01/operahel
8
o Locator p/index.htm
o Fix charges
o Messages
Teaching Engagement Scale (TES)
Lesson 9:
Topic 3 Unit 1: Cashiering
• Recording transactions
o Posting charges http://lscsvroperaap01/operahel
9
o Correction for wrong posting p/index.htm
o Splitting a charge
o Transferring a charge
Class 10
• Handle requests
o Open multiple window
o Separate bills http://lscsvroperaap01/operahel
10
o Perform multiple mode of payment p/index.htm
o Adjustment
Class 11:
11 Topic 3 Unit 3: Cashiering
p/index.htm
• Check out a guest

Learning Materials
o Personal account
o Company account
• Handle requests
o Foreign currency exchange
Class 12:
o Personal account
12
o Travel agent account
• Handle billing requests http://lscsvroperaap01/operahel
o Cash advance from credit card p/index.htm
Class 13:
• Handle billing requests http://lscsvroperaap01/operahel
13
o Multiple mode of payment p/index.htm
– multiple window – Personal Account and
Company/Travel Agent
Class 14:
• Practise on Cashiering
14 • Handle different billing requests and mode of payment
p/index.htm
2nd Continuous Assessment (20%)
FINAL EXAMINATION

MIB Front Office Management (HOS41004) - Mar 2020 AAAAAAaaA

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SHTE HOS41004 – FRONT OFFICE MANAGEMENT

FACULTY OF SOCIAL SCIENCES AND LEISURE MANAGEMENT

SCHOOL OF HOSPITALITY, TOURISM AND EVENTS

Diploma in Hotel Management

MODULE INFORMATION BOOKLET

HOS41004 – FRONT OFFICE MANAGEMENT

Proposed by: Verified by:

Version 9 (diploma): January 2020 Page 2 of 15

Taylor’s Graduate Capabilities

TGC 2: Lifelong Learning

TGC 4: Communication Skills

TGC 5: Interpersonal Skills

TGC 6: Intrapersonal Skills

TGC 8: Digital Literacy

Version 9 (diploma): January 2020 Page 3 of 15

Contact Hours : Theory (1 hour x 1 class) per week x 14 weeks

 Goal –Based Scenarios

 Blended Learning / e-learning

In this module, students will experience the following e-learning methods:

 Student Self and Independent Study

Version 9 (diploma): January 2020 Page 4 of 15

Final Examination 30% 30% 2, 3, 4, 5 TGC 1, TGC 2

Continuous Assessment 70%

 Final Examination – Written Test (30%)

Section A: Multiple Choice questions (5 marks)

Section B: Fill in the blanks / True or False (10 marks)

Section C: Short answers questions (15 marks)

Version 9 (diploma): January 2020 Page 5 of 15

 Class Test – TIMeS Online test / written test (10%)

 1st Continuous Assessment – Front Office practical (20%)

Students will be assessed on one of the FO tasks from Unit 1 to Unit 2.

 2nd Continuous Assessment - Opera system (20%)

 3rd Continuous Assessment - Front Office practical (20%)

Version 9 (diploma): January 2020 Page 6 of 15

• James A. Bardi. (2011). Front Office Management : John Wiley.

• OPERA Online Help : http://lscsvroperaap01/operahelp/index.htm.

Version 9 (diploma): January 2020 Page 7 of 15

Name : Ms. Brenda Yeo

Name : Ms. Pauline Tang Pei Lin

Name : Ms. Sumitha Anantharajah

Version 9 (diploma): January 2020 Page 8 of 15

Syllabus and Scheme of Work

Class 8: Michael J. O’Fallon & Denney G.

Version 9 (diploma): January 2020 Page 9 of 15

Class test (10%)

Class 9: Kasavana (2013)

Taylor’s Engagement Scale (TES) evaluation via tes.taylors.edu.my

Version 9 (diploma): January 2020 Page 10 of 15

Version 9 (diploma): January 2020 Page 11 of 15

3rd Continuous Assessment (20%)

Version 9 (diploma): January 2020 Page 12 of 15

Version 9 (diploma): January 2020 Page 13 of 15

Teaching Engagement Scale (TES)

Taylor’s Engagement Scale (TES) evaluation via tes.taylors.edu.my

Version 9 (diploma): January 2020 Page 14 of 15

Version 9 (diploma): January 2020 Page 15 of 15

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