Front_Office_Operations
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Syllabus – Part 4 of 6
Syllabus
Guest accounting
Yield management, statistics and report
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●Front office accounting systems. Machine billing, computer billing
●Banking procedures including documentation.
●Bank reconciliation
●Administering floats
●Night audit
●Ledger accounts
●Operational reports (covered in Chapter 6)
●Establishing credit worthiness and credit control
●Control and manage levels of bookings and reservations.
●Forecasting and statistical data including length of stay, origin, average expenditure, source of bookings.
●Maximising occupancy and room revenue.
●Occupancy rates, average room rate, revenue achieved, REVPAR and GOPPAR.
●Arrivals list. Departures list. Room list. Function list. Guest history
●records.
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Syllabus – Part 5 of 6
Syllabus
Security and safety responsibilities
Guest services & communications
●Security aspects of the hotel.
●The Data Protection Act and the duty to protect guest's personal information.
●Manual and electronic keys.
●Managing safety deposit boxes.
●Individual room safes.
●Managing the switchboard.
●Handling incoming and outgoing mail.
●Communication systems.
●Guest business centre.
●Guest internet access and electronic mail.
●Multi-lingual staff.
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Syllabus – Part 6 of 6
Syllabus
Selling methods used by front office staff
●Skills and techniques required when selling the facilities and services within the hotel.
●Benefits to organisation, increased occupancy, customer loyalty, new business
●Staff training
●Selling techniques, product knowledge, up-selling, selling other services, using sales leads, repeat sales, referred sales
●Paying commission
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Content
I.Description
II.Learning Outcomes
III. Syllabus
IV. Assessment
V.Chapters 1 - 9
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Assessment
Assessment
This module will be assessed via a 2 ½ hour examination, set & marked by CTH.
The examination will cover the whole of the assessment criteria in this unit & will take the form of 10 x 2 mark questions & 5 x 4 mark questions in section A (40 marks). Section B will comprise of 5 x 20 mark questions of which candidates must select & answer three (60 marks).
CTH is a London based awarding body & the syllabus content will in general reflect this. Any legislation & codes of practice will reflect the international nature of the industry & will not be country specific. International centres may find it advantageous to add local legislation or practice to their teaching but they should be aware that the CTH examination will not assess this local knowledge.
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Content
I.Description
II.Learning Outcomes
III. Syllabus
IV. Assessment
V.Chapters 1 - 9
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Chapters
1.Introduction to front office operations
2.Reservation procedures
3.Check-in procedures
4.Check-out procedures
5.Guest accounting
6.Yield management, statistics and reports
7.Security and safety responsibilities
8.Guest services and communications
9.Interpersonal and selling skills
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Chapter 1 – Introduction to front office operations
Objectives
In this chapter you will learn to :-
●The importance of effective front office operations
●The organization structure of front office operations
●The role and responsibilities of front-of-house departments and staff
●An overview of the guest cycle: pre-arrival, arrival, occupancy and departure
●The role of property management system
●How front-of-house departments liaise and communicate with other departments in the hotel
●How hotels and other accommodation providers differ, in such a way as to require different procedures and systems
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Chapter 1 – Introduction to front office operations
Front office operations
1.Front office operations
1.1What is the ‘front office’?
1.2Why are front house activities important
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Chapter 1 – Introduction to front office operations
Front office operations
1.1 What is the ‘front office’ ?
When people decide that they want or might want, to stay in a hotel, they may.
●Check out the hotels, and e-mail the reservation department to ask about room rates and availability
●Telephone the hotel or switchboard and ask to speak to someone(perhaps in the reservation department) about room rates and availability, the facilities and location of the hotel and other information that will help them make the decision to book.
●Walk in off the street and approach the front desk to ask about room rates and availability (perhaps test out the friendliness and general ‘look’ of the hotel).
When the guest make the decision on the exact room to book with the given number of nights, there may be some follow up correspondence to confirm the booking, give extra information (such as maps on how to get to the hotel) or make adjustments to the booking as the guest’s plans change.
When the guest arrives, (s)he will go to a reception desk to register, be allocated a room & receive a room key (with information about the facilities and service of the hotel). There may be a porter to help the guest with luggage or to show the room to the guest.
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