COURSE OUTLINE

Course: Front Office Management

Units: 3 Units
Course Description: This course provides glimpses and an understanding of front office management. This subject will
guide the students on how to become efficient front office staff in the future and make them understand the nature of
serving guests through front office services. Also, to make them understand its principles and nature.

I. ORIENTATION
A. Setting of "house" rules.
B. Discussion of the Vision, Mission, Goals of the College
C. Course Requirements
D. Grading System

II. Prelim
Chapter I- Introduction of Front Office
Lesson I: What is the Front Office Department
Lesson II: Front Office Operations
Lesson III: Guest Cycle in Hotel

Chapter II- Front Office Terminology

Lesson I: Terminology in Front Office

Chapter III- Structure

Lesson I: Physical Setup of Front Office

Lesson II: Operational Structure of Front Office

III. Midterm
Chapter IV- Ranks and Responsibilities

Lesson I: Reservation Manager

Lesson II: Reception Manager
Lesson III: Guest Service Manager
Lesson IV: Night Audit Manager and Communication Manager
Lesson V: Front Office- Staff Qualities and Competencies

Chapter V- Front Office Reservation

Lesson I: Type of Hotel Reservation System

Lesson II: The Role of the Internet in Reservations

Lesson III: Sources of Reservations
Lesson IV: Managing Reservations

Chapter VI – Front Office- Guest Registration

Lesson I: Pre-registration Procedure

Lesson II: Verifying Guest’s Identity
Lesson III: Registration card Typical Format and Creating Registration Record
Lesson IV: Establishing Payment Method and Assigning an Accommodation
Lesson V: Issuing room keys or Access Code and Handling Special Request
IV. Pre- Finals
Chapter VII – Front Office Accounting

Lesson I: Type of Accounts

Lesson II: Folios and types
Lesson III: Postings and Types
Lesson IV: Voucher and Types
Lesson V: Ledger and Types and Account Settlement

Chapter VIII – Front Office Communication

Lesson I: Importance of Front Office Communication

Lesson II: Switchboard Operators
Lesson III: Do’s and Don’ts of Front Office Communication
Lesson IV: Essential Attributes of Front Office Staff

Chapter IX: Front Office Night Office

Lesson I: Night Audit

Lesson II: Responsibilities of Night Auditor
Lesson III: Types of Night Audit Reports

V. Finals
Chapter X: Front Office SOPS

Lesson I: SOP for Handling Guest Luggage and Handling Reservation Request
Lesson II: SOP for Guest Check-in and Handling wake up Calls
Lesson III: SOP for Guest Check-out and Processing Cancellation Request
Lesson IV: SOP for Controlling Guest Room Keys
Lesson V: SOP for Turning Away Reservation Request

Chapter XI - Front Office Information System

Lesson I: Property Management System

Lesson II: Types of PMS

GRADING SYSTEM

Periodic Grades are determined as follows:

Component Weight
A) Quizzes 30%
B) Periodic 40%
Exam 20%
C) Written 10%
Work
D) Attendance
Semestral Grade is determined as follows:

Component Weight
A) Prelim Grade 20%
B) Midterm Grade 20%
C) Prefinal Grade 20%
D)Final Grade 40%

Prepared by: Gepsy John D. Gatoteo