HRT 204 front office management MASTER course SYLLABUS offers students the opportunity to acquire the knowledge and skills necessary to provide the front desk services of a lodging establishment. Topics include: communications and human relations, front office operations, reservation systems and procedures, registration procedures, cashier and billing procedures, and night audit procedures. Upon successful completion of this course, the student should be able to: Describe the basic communication skills front desk personnel exhibit when serving guests.
HRT 204 front office management MASTER course SYLLABUS offers students the opportunity to acquire the knowledge and skills necessary to provide the front desk services of a lodging establishment. Topics include: communications and human relations, front office operations, reservation systems and procedures, registration procedures, cashier and billing procedures, and night audit procedures. Upon successful completion of this course, the student should be able to: Describe the basic communication skills front desk personnel exhibit when serving guests.
HRT 204 front office management MASTER course SYLLABUS offers students the opportunity to acquire the knowledge and skills necessary to provide the front desk services of a lodging establishment. Topics include: communications and human relations, front office operations, reservation systems and procedures, registration procedures, cashier and billing procedures, and night audit procedures. Upon successful completion of this course, the student should be able to: Describe the basic communication skills front desk personnel exhibit when serving guests.
Course Description: Offers students the opportunity to acquire the knowledge and skills necessary to provide the front desk services of a lodging establishment. Emphasis is placed on the interrelated elements of front desk operations. Topics include: communications and human relations, front office operations, reservation systems and procedures, determining room availability and rates, registration procedures, cashier and billing procedures, and night audit procedures.
Student Learning Outcomes: Upon successful completion of this course, the student should be able to: COMMUNICATIONS AND HUMAN RELATIONS Communication skills Define the terms paraphrasing, band-aiding, content level, feeling level, and perception checking as they apply to hotel front office communication skills.
Describe the basic communication skills front desk personnel exhibit when serving guests.
Use appropriate telephone communication skills as they apply to hotel operations.
Describe the duties performed by hotel front desk representatives to handle guest complaints.
State the minimum information recorded concerning telephone messages. Assessing hiring needs Describe the process for assessing hotel personnel hiring needs. Discuss the methods for recruiting hotel personnel. Orientation of personnel Describe the factors covered when conducting hotel personnel orientations. Personnel performance Discuss managements human relations responsibilities concerning training, motivation, performance assessment, discipline, and termination of hotel personnel. FRONT OFFICE OPERATIONS Terminology Define the terms front-of-the house, back-of-the-house, guest services trilogy, concierge, chain-managed, franchise, MOD, and MIS as they apply to front office operations. Front-of-the-house Give examples of hotel departments which are within the front office area.
Describe hotel functions which are involved in the guest service cycle.
List the job titles for hotel employees who are assigned to front-of- the-house departments. Back-of-the-house Give examples of hotel departments within the back-of-the-house area.
List the job titles for hotel employees who are assigned to back-of- the-house departments. Hotel organizational structure Compare and contrast the job title organizational chart of a full- service hotel with professional levels organizational chart for the same or similar hotel. General manager Describe the role of the general manager of a hotel. Executive assistant Describe the role of the executive assistant of a hotel.
Name the functional managers who report to the executive assistant of a hotel. Rooms division manager Describe the role of the rooms division manager and name the job titles that report to this level. Manager on duty Compare and contrast the position of rooms division manager with the manager on duty for typical hotel operations. Front office manager Describe the role of the front office manager and name the job titles of employees that report to this level. Guest service representative Describe the basic functions of a hotel desk clerk. Discuss the responsibilities of a hotel desk clerk. Concierge Describe the basic functions of a hotel concierge. Discuss the responsibilities of a hotel concierge. Bell attendant Describe the basic functions of a hotel bell attendant. Discuss the responsibilities of a hotel bell attendant. Classification of operations Give examples of various ways hotel operations may be classified. Ranking Describe the various methods of ranking hotel organizations and the purpose each method serves. RESERVATION SYSTEMS AND PROCEDURES Manual reservations Describe manual reservations systems for hotel operations.
Discuss the types of hotel operations that use manual reservation systems. Automated reservations Describe automated reservation systems for hotel operations.
Discuss the types of hotel operations that use automated reservation systems.
Compare and contrast the economic factors of manual and automated reservations systems as used by various types of hotel operations. Central reservation office Describe the functions of a hotel central reservation office.
Discuss the various routes to reserving a room which are available to potential guests. Individual reservations Discuss the classifications of individual guests identified by hotel reservation systems. Group reservations Discuss the various types of group reservations handled by the hotel front desk Walk-ins Discuss front desk procedures for informing walk-in guests of room availability and room rates. Reservation holder Discuss front desk procedures for verifying reservations upon arrival of guests holding reservations. Room assignment Give examples of questions guests typically ask desk clerks about room accommodations and hotel services.
Demonstrate the procedures a desk clerk uses to match available hotel accommodations to guests expectations.
Discuss the procedures used to inform a guest of a full-house condition.
Give examples of various hotel policies concerning an obligation to find alternative lodging when a potential guest arrives during a full- house condition. DETERMINING ROOM AVAILABILITY AND RATES Terminology Define the terms room revenue, corporate traveler, no-show, due- out, turn-away, walk-in, group booking, stay-over, full-house management, run of the house, occupancy rate, blocked rooms, yield management, and guaranteed payment as they apply to room availability and rates. Full-house management State the formula used to find percent of occupancy.
Describe the factors which influence the percent of occupancy for a hotel operation.
Name the forms and charts which aid front desk personnel in full- house management. Yield management Discuss the philosophy of yield management as it relates to rooms utilization. Room availability Describe the procedure used to determine the expected number of no-shows, cancellations, and stay-overs, and discuss their impact on the number of reservations which may be accepted. Rates Demonstrate the desk clerks techniques for informing guests of types/classes of rooms available and applicable rates. Discuss hotel policies concerning guest negotiating room rates.
Describe the factors that are considered when establishing the rack rate for specific rooms within a hotel.
Give examples of special rates and discuss their application in hotel operations. REGISTRATION PROCEDURES Registration card/form Describe a typical guest registration card/form and discuss the legal and managerial functions it serves. Payment method Demonstrate the techniques used by desk clerks to identify guest payment methods.
Demonstrate processing of credit cards when guest is registering at a hotel. Rooming Describe the procedures used by the hotel bell attendant when rooming a guest. Housekeeping report Discuss the purpose and contents of the hotel housekeeping report and its use by the desk clerk. Special situation Distinguish between terms did not stay (DNS), did not arrive (DNA), and registered but not assigned (RNA) as they apply to registering guest by front desk personnel. Special guests Discuss the guest designations very important person (VIP), special attention guest (SPATT), and distinguished guest (DG) and when they are used. Reports Describe the use of arrivals report, high-balance report, in-house guest list, and due-out report. Overbooking Describe the procedure a desk clerk uses to determine the number of overbookings.
Discuss the practice known as walking the guest and describe a situation which called for its use. CASHIER AND BILLING PROCEDURES Terminology Define the terms source documents, voucher, department journal, folio, posting, city ledger, cash sheet, petty cash, float, and point-of- sale as they apply to hotel billing procedures. Billing functions State the functions of a hotel front-office accounting system. Guest accounting cycle Describe the typical hotel accounting cycle used to bill guest for charges. Charges Give examples of various charges which appear on a guest folio. Late charges Describe the procedure used by the desk clerk to assure that guest late charges are billed. Cashier's responsibilities Describe the duties of the hotel cashier to complete the guest folio and collect for charges.
Describe the cashiers responsibility to inform other departments when the guest has departed. Payment Demonstrate the preparation and processing of credit card voucher. Demonstrate the procedure for processing a guests personal check.
Describe the duties of the hotel cashier when a guest presents an invalid check or credit card. NIGHT AUDIT PROCEDURES Purpose State the purpose of a hotel night audit. Elements Name the elements necessary for completing a night audit. Manual/automatic posting systems Compare and contrast the manual and automatic posting of charges and their impact on night audit procedures. Process Perform a night audit for a hotel.
Grading Scale: The grading scale is detailed in the Catalog and Student Handbook and listed below for reference. All faculty members follow this scale when assigning grades to reflect a given student's performance in the classroom.
Effective Summer Quarter 2006, Athens Technical College replaced the S/U grading system used for learning support classes with an A*-F* grading system. The registrar uses an asterisk (A*, B*, C*, D*, F*, W*, WF*, WP*) to designate learning support course grades on transcripts and grade reports because these grades are not components of the quarterly grade point average.
Required Textbook(s), including ISBN: Professional Front Office Management by Robert Woods, Jack Ninemeier, David Hayes, & Michele Austin. 2007. Pearson/Prentice Hall. ISBN 0-13-170069-3
Supplementary Material(s): Calculator
Required Equipment/Tools/Resources: Textbook
Instructional Technologies Employed: Internet
Attendance: Regular class attendance is important and expected. The college considers both tardiness and early departure from class as forms of absenteeism. Students absent from class for any reason are still responsible for all work missed. Instructors have the right to determine whether work missed can be made up and have the liberty to set reasonable expectations for attendance based on frequency of class meetings and on the instructional delivery method, subject, type, and level of the class. Class attendance policies will be clearly stated for students by their respective instructors on separate documents (course outlines/schedules) or appendices to the master syllabus.
Grading Policy and Criteria: Hybrid Class: Tests: 60% (Given weekly after the first week. No makeups) Online: 30% (Online assignments and discussion boards) Classroom: 10% (This grade includes class participation and preparedness)
Face-to-Face Class: Tests: 60% (Given weekly after the first week. No makeups) Classroom: 30% (This grade includes class presentations and assignments) Participation: 10% (Participation and preparedness) Work Ethics: To fulfill the responsibility to teach essential workplace ethics, the college evaluates program students on attendance, character, teamwork, appearance, attitude, productivity, organizational skills, communication, cooperation, and respect. Because students are preparing for employment, it is essential that they become accustomed to standards of behavior in the workplace. At the conclusion of the quarter, faculty members assign separate numerical work ethics grades which appear beside the course letter grades on both transcripts and grade reports. The work ethics grading scale is as follows: 3 (Exceeds Expectations), 2 (Meets Expectations), 1 (Needs Improvement), and 0 (Unacceptable).
Academic Honesty: Academic honesty is expected at all times. Any student found to have engaged in academic misconduct such as cheating, plagiarism, or collusion is subject to disciplinary sanctions as outlined in the Student Code of Conduct detailed in the ATC Catalog and Student Handbook. The term plagiarism includes, but is not limited to, the use, by paraphrase or direct quotation, of the published or unpublished work of another person without full and clear acknowledgment. The term collusion includes, but is not limited to, the unauthorized collaboration with any other person in preparing work offered for academic credit. Students are advised that faculty routinely use turnitin.com both to prevent plagiarism and to assist in verifying when/if it has occurred.
Course Withdrawal: Students may withdraw from a course without academic penalty until the midpoint of the quarter (as stated in the Academic Calendar published in the ATC Catalog and Student Handbook). By withdrawing before the midpoint of the quarter, the student is automatically assigned a grade of W, which does not affect quarterly or cumulative grade point average. Grades of W will affect satisfactory academic progress for financial aid purposes. Students who stop attending class(es) without formally withdrawing risk earning a final grade of F, which will appear on the academic transcript. Refer to the ATC Catalog and Student Handbook for further details.
Academic Support Center: The Academic Support Centers of Athens Technical College (ATC) provide free tutoring for enrolled students. Both instructors and peer tutors provide tutoring in almost all subjects offered by the college. Information about the Center is accessible via the ATC website at www.athenstech.edu. To find out the specific services available on the Athens, Greene, and Walton Campuses, please call (706) 583-2839. To contact the Academic Support Center on the Elbert County Campus, please call (706) 213-2129.
Americans with Disabilities Act: Any student who believes he/she is eligible for accommodations in the classroom and/or during testing due to a documented disability is encouraged to contact the Director of Student Support Services at (706) 355-5081, or the Coordinator of Disability Services at (706) 355-5006, to apply for assistance. It is our goal at Athens Technical College to provide equal access to education for all students.
Cell Phones and Electronic Devices: Students are strictly prohibited from using cell phones and personal electronic devices within college-owned/operated facilities without the explicit permission of a faculty or staff member.
Food/Drinks in Classroom: Food and beverages (other than water) are not allowed in classrooms/labs.
Warranty of Graduates: The Department of Technical and Adult Education warranties every graduate of technical programs in which students may earn technical certificates of credit, diplomas, or associate degrees. The warranty guarantees that graduates demonstrate the knowledge and skills and can perform each competency as identified in the industry-validated standards established for every program of study. If one of our graduates educated under a standard program or his/her employer finds that the graduate is deficient in one or more competencies as defined in the course/program standards, Athens Technical College will retrain the employee at no instructional cost to the employee or the employer. This guarantee is in effect for two years after graduation.
TEACH Act: According to the TEACH Act of 2002, Athens Technical College is obligated to advise you that instructional material included in this course may be subject to copyright protection. As such, you must not share, duplicate, transmit, or store the material of this course beyond the purpose and time frame explicitly stated in the syllabus of your course. If you are not certain whether a particular piece of material is covered by copyright protection, you should contact your instructor and obtain his/her written clarification. Failing to observe copyright protection is a violation of law.