Brunei House, 3rd Floor I Witu Road off Lusaka Road P.O. Box 16481 - 00100 Nairobi, Kenya
Jun 03 - Jun 03 2020
This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel.
Module 1: The Lodging Industry
Module 2: Hotel Organization
Module 3: Front Office Operations
Module 4: Reservations
Module 5: Registration
Module 6: Communication and Guest Services
Module 7: Security and the Lodging Industry
Module 8: Front Office Accounting
Module 9: Check-Out and Account Settlement
Module 10: The Role of Housekeeping in Hospitality Operations
Module 11: The Front Office Audit
Module 12: Planning and Evaluation Operations
Module 13: Revenue Management
Module 14: Managing Human Resources
At the completion of this course, learners should be able to:
Classify hotels in terms of their ownership, affiliation, and levels of service.
Describe how hotels are organized and explain how functional areas within hotels are classified.
Summarize front office operations during the four stages of the guest cycle.
Discuss the sales dimension of the reservations process and identify the tools managers use to track and control reservations.
List the seven steps of the registration process and discuss creative registration options.
Identify typical service requests that guests make at the front desk.
Explain important issues in developing and managing a security program.
Describe the process of creating and maintaining front office accounts.
Identify functions and procedures related to the check-out and account settlement process.
Discuss typical cleaning responsibilities of the housekeeping department.
Summarize the steps in the front office audit process.
Apply the ratios and formulas managers use to forecast room availability.
Explain the concept of revenue management and discuss how managers can maximize revenue by using forecast information in capacity management, discount allocation, and duration control.
Identify the steps in effective hiring and orientation.