Front Office Management

HRM 170

Course Syllabus

Spring 2003 Semester

Instructor: Joseph Nyakairu

Office Telephone: 320-3795 ext 24


Office Hi’s: MWF 11:30am-12:30pm or by appointment

T TH 12:30-1.30pm or by appointment

Class Schedule: T Thu: 1 :30pm-2:55pm

Classroom 3




General Objectives:

This course will introduce you to the rewarding careers available to HRM graduates in hotel front desk management Hotel general managers are required to meet the challenges of day to day operations while practicing solid future planning and controlling skills. This course will present the technological advantages today’s hotel managers have at their disposal and the challenges of hiring, training, scheduling and empowering workers to achieve top quality results. This course will present the overall front office/front deskwork environment but is specifically designed to train students to enter the front desk in an assistant or supervisory role. The hotel’ front desk is the control center for the property and workers at the supervisory level and above must be well trained and motivated in order to achieve business objectives of high yield, high occupancy rates and above all top quality service.


Specific Objectives:

1.   Discuss the function areas of the front desk/front office.

2.   Discuss hotel design and layout.

3.   Describe the departments and organization structure of a variety of lodging settings.

4.   Explain methods used to achieve effective interdepartmental communications.

5.   Explain the use of all front office equipment.

6.   Define occupancy rate and yield management.

7.   Explain property management systems.

8.   Explain the reservations process.

9.   Describe the guest reservation procedure.

10. Explain the methods for processing guest charges and payments.

11. List the steps in the guest check in and check out procedures.

12. Explain the night audit function.

13. Explain the key management function.

14. Describe the hotel telephone system.

15.Descnbe the hotel food and beverage operation.

16.Identify the key steps in managing hospitality and maintaining top quality service.

17.Describe the front desk as the control or nerve center of the hotel,

18. Explain the importance and methods of training employees in the hospitality setting.

19.Describe the role of human relations management in the hotel setting.

20. Discuss the interdependent nature of hotel departments.

21. Discuss the theory of quality service as the foundation of professional lodging management.

22. Describe hotel marketing.

23. Discuss the total guest service function including concierge and the Bell function.


24. Explain the function and importance of hotel security.


Textbook: The required textbook is “Hotel Front Office Management” Bardi and is available at the Pohnpei Campus bookstore. You are required to have a new or used copy by 8/22/2002.


Methods of instruction: Classroom instruction, HRM hotel lab and local hotel front office visits.

Course Content:


1.   An introduction to modem lodging types.

2.   Introduction to lodging management.

3.   Hotel organization.

4.   Interdepartmental communications and guest billing.

5.  Interdepartmental communications and the guest experience.

6.   Front office equipment.

7.   Property management a systems approach.

8.   The reservations function.

9.   The key function.

10.The mail function.

11. The housekeeping function.

12.The Bell function.

13.The concierge function.

14. The clerk function.

15.The management function.

16. Yield management and occupancy.

17. Check in and check out.

18. Processing charges and payments.

19. The night audit.

20. Hotel promotion.


Attendance Policy: Students are allowed 6 absences. If you cannot make it to class you must call the Pohiipei Campus main office and leave a message for the instructor before the start of the class you will miss. You must be on time to class. Once class begins you may not leave the classroom without permission from your instructor. Accumulated tardiness will be calculated into your absence total. If you are late 4 times (15 minutes or more) this will count as one absence.

The COM~FSM attendance policy is followed.


Students must also follow all rules and procedures as listed in the COM­FSM College catalog. It is your responsibility to familiarize yourself with the catalog.



This class will be as interesting as you make it through participation. Ask questions, get involved.



There are a possible 200 points you can earn during the semester.

There are 10 quizzes and projects at 10 points each.                        100pts

There is a mid term at 25 points and a final at 50 points.                   75pts

Participation is worth 25 points.                                                         25pts