Achievers International College of Culinary Arts and Technology, Inc.

Zamboanga City
Tourism and Hospitality Management PQF Level 5 (Diploma Program)
3 – year Diploma in Hospitality Management Leading to Bachelor of Science in Hospitality Management

SYLLABUS IN FRONT OFFICE OPERATION

COURSE NAME FO 111 – FRONT OFFICE OPERATION

COURSE CREDITS 5

COURSE DESCRIPTION In this course, the student will examine the principles of guest service in a hotel. Topics
will include the systematic approach to front office procedures from reservations, check
– in, check – out, and bill settlement. It will also include a typical organizational
structure with emphasis on important posts in guest service. Case studies on front office
operations will be presented to train students on issue management.

CONTACT HOURS 3 hrs. lecture, 12 hrs. laboratory /week

PREREQUISITES None

COURSE OUTCOMES This course intends to:

A. Demonstrate an understanding of hotel front office and its roles, the different
procedures implemented, and the different personnel involved through obtaining
a passing score all the assessment;
B. Apply the front office procedures to both internal and external stakeholders for a
 seamless hotel operation through case studies; and
C. Perform various systematic approaches to front office procedures based on
industry standards.

REQUIRED Hotel Sales and the Front Office Operations

TEXTBOOKS/REFERENCES Revised Edition 2015
By: Carev, D.

ASSESSMENT METHODS Basic requirements of Front Office Operations that includes:

1. Lecture
2. Discussion
3. Supervised Industry Training (SIT)
LEARNING PLAN/DETAILED COURSE OUTLINE:

A. PRELIM

WK HRS LEARNING OUTCOME TOPIC STRATETIGES/ ASSESSMENT OF LEARNING

OUTCOMES
ACTIVITIES

LO1: Expound on the Hotel and Hospitality Lecture Written exam

importance of service  Service Culture Discussion Interviews
 Service Quality Supervised Questioning
culture in hospitality. Simulation
 Guestology Industry Training
1 3  Hotel Operations (SIT) Demonstration
Observation
Overview
Third party
Role-play
LO2: Explain the scope of The Front Office Lecture Written exam
rooms division in hotel Department Discussion Interviews
 Hotel Structure Supervised Questioning
operations Simulation
 Front Office Team’s Industry Training
Demonstration
Responsibilities (SIT)
Observation
 Interdepartmental
1 3 Third party
Communication Role-play

LO3: Identify room Rooms and Reservation Lecture Written exam

preferences based on  Rooms Discussion Interviews
1 3  Tariffs and Pricing Supervised Questioning
given scenarios Simulation
Methods Industry Training
Demonstration
 Overview on (SIT)
 Reservations Observation
 Handling Reservations Third party
Role-play
B. MIDTERM

LO4: Sequence the actual The Front Desk Lecture Written exam
check – in mechanics  The Guest Cycle Discussion Interviews
 Pre – Arrival and Supervised Questioning
Arrival Procedures Industry Training Simulation
Demonstration
 Occupancy and (SIT)
Observation
2 6 Departure Procedures
Third party
Role-play
LO5: Differentiate the Guest Accounting Lecture Written exam
types of accounts, folios,  Front Office Discussion Interviews
Accounting Supervised Questioning
and ledgers Simulation
 Banking and Cash Industry Training
2 6 Demonstration
Floats (SIT) Observation
Third party
Role-play
LO6: Explain the Night Audit Lecture Written exam
functions of the night  Night Audit Discussion Interviews
Overview Supervised Questioning
auditor Simulation
 Credit Control Industry Training
2 6 Demonstration
(SIT)
Observation
Third party
Role-play
C. SEMI-FINALS

LO7: Validate gained Yield Management Lecture Written exam

knowledge of yield  Managing Availability Discussion Interviews
and Overbooking Supervised Questioning
management concepts Simulation
 Managing Room Industry
2 6 Demonstration
Revenue Training (SIT) Observation
 Guest, Occupancy, and
Third party
Revenue Statistics Role-play
LO8: Explain the PBX and Uniformed Lecture Written exam
operation of a PBX Personnel Discussion Interviews
 Telephone Service Supervised Questioning
 Bell Service Industry Simulation
2 6 Demonstration
 Concierge Service Training (SIT)
Observation
 Parking Service
Third party
 Personal and Role-play
Interpersonal Skills
D. FINALS

LO9: Explain the Service Management and Supervised Written exam

importance of knowing Recovery Industry Training Interviews
 Guest Experience (SIT) Questioning
customer’s expectations Simulation
 Customer Care
2 6 in providing quality Demonstration
 Service Recovery
service Observation
Third party
 Role-play

LO10: Validate gained  Hotel Exposure with Supervise Written exam

knowledge on the Front Office Seminar d Industry Interviews
2 6 Training Questioning
practical applications of Simulation
(SIT)
hotel front office Demonstration
procedures Observation
Third party
Role-play

CRITERIA PRELIM MIDTERM SEMI-FINAL FINAL

ATTENDANCE 10% 10% 10% 10%
QIUZ/ORAL PARTICIPATION 20% 20% 20% 20%
LABORATORY/MAJOR OUTPUTS 40% 40% 40% 40%
MAJOR EXAMINATION 30% 30% 30% 30%
TOTAL 100% 100% 100% 100%

Prepared by: Approved by: Noted by:

PRINCESS NELLAINE S. YTING

Faculty Member Chairperson School President