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
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.
Participation:
This class will be as interesting
as you make it through participation. Ask questions, get involved.
Evaluation:
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
200pts