Syllabus
Front Office Procedures

Front Office Procedures

HAMG-1313

Spring 2011
01/18/2011 - 05/15/2011

Course Information

Section 001
Lecture
T 7:20PM - 10:00PM
EVC3 3158
Daniel Eichler

Office Hours

  • T
    6pm - 7:20p
    Office hours: 6pm-7:30p and by appointment
    Office location:3228

Course Requirements

 

Date

Topic

Required Reading

 

January 18

Introductions, Course Expectations, An Overview

None

 

January 25

 Chapter 1, - The traditional hotel industry  

pp –Chapter 1, Traditional hotel industry

 

Chapter 1

 

 

 

February 1

Chapter 2- The modern  hotel industry

Chapter 3- The structure of the hotel industry

pp-Chapter 2, The modern hotel industry

pp-Chapter 3, The structure of the hotel industry

Chapter 2,3

 

February 8

LAB- MEET AT 7:15 IN THE LOBBY AT THE AUSTIN HILTON DOWNTOWN- Dressed professionally

 

 

February 15

Chapter 4- Forecasting

Chapter 5- Global reservations technologies

Chapter 6- Individual reservations and group bookings

pp-Chapter 4, Forecasting

pp- Chapter 5, Global reservations technologies

pp- Chapter 6, Individual reservations and group bookings

Chapter 4,5,6

 

February 22

 LAB-MEET AT 7:15 IN THE LOBBY AT THE HYATT- Dressed professionally. Review for mid-term

 

 

March 1

Review OPERA for take home exercise

Test-Mid-term- chapters 1-6

 

 

March 8

No class- Take home assignment- Experience OPERA-complete assigned courses- must achieve at least 80% on Advance Profile Mgt, Basic Reservations, Advance Front desk

 

 

March 15

Spring Break

 

 

March 22nd

Chapter 7- Managing guest services

Chapter 8-Arrival,registration,assignment, and rooming

pp- Chapter 7 Managing guest services

pp- Chapter 8 Arrival,registration,assignment, and rooming

 Chapter 7,8

 

 

March 29

No class- Take home assignment- Experience OPERA-complete assigned courses-must achieve at least 80% on Guest Departures, Advance Cashiering, Rooms Mgt, Group block management.

 

 

April 5

Chapter 9, The role of room rate

Chapter 10- Billing the guest folio

Chapter 11-Credit and the city ledger

Chapter 9,10,11

 

April 12

LAB-MEET AT 7:15 AT BARTON CREEK RESORT

 

 

April 19

  Opera Take home-80% -Advance group block, A/R

 

 

April 26

Chapter 12-Cash transactions

Chapter 13-Night Audit

“An incident in hotel management” paper due!

Chapter 12,13

 

May 3

 Chapter 14- Hotel Technology, Review for Final

 Chapters 14

 

May 10

Final

 

Chapters 1-14

 

Readings

Learning Resources

Required Texts and Materials

Check-in check-out- Managing Hotel Operations-8thedition.  Gary K. Vallen, Jerome J. Vallen 

Course Subjects

 

Date

Topic

Required Reading

 

January 18

Introductions, Course Expectations, An Overview

None

 

January 25

 Chapter 1, - The traditional hotel industry  

pp –Chapter 1, Traditional hotel industry

 

Chapter 1

 

 

 

February 1

Chapter 2- The modern  hotel industry

Chapter 3- The structure of the hotel industry

pp-Chapter 2, The modern hotel industry

pp-Chapter 3, The structure of the hotel industry

Chapter 2, 3

 

February 8

LAB- MEET AT 7:15 IN THE LOBBY AT THE AUSTIN HILTON DOWNTOWN- Dressed professionally

 

 

February 15

Chapter 4- Forecasting

Chapter 5- Global reservations technologies

Chapter 6- Individual reservations and group bookings

pp-Chapter 4, Forecasting

pp- Chapter 5, Global reservations technologies

pp- Chapter 6, Individual reservations and group bookings

Chapter 4,5,6

 

February 22

 LAB-MEET AT 7:15 IN THE LOBBY AT THE HYATT- Dressed professionally. Review for mid-term

 

 

March 1

Review OPERA for take home exercise

Test-Mid-term- chapters 1-6

 

 

March 8

No class- Take home assignment- Experience OPERA-complete assigned courses- must achieve at least 80% on Advance Profile Mgt, Basic Reservations, Advance Front desk

 

 

March 15

Spring Break

 

 

March 22nd

Chapter 7- Managing guest services

Chapter 8-Arrival,registration,assignment, and rooming

pp- Chapter 7 Managing guest services

pp- Chapter 8 Arrival,registration,assignment, and rooming

 Chapter 7,8

 

 

March 29

No class- Take home assignment- Experience OPERA-complete assigned courses-must achieve at least 80% on Guest Departures, Advance Cashiering, Rooms Mgt, Group block management.

 

 

April 5

Chapter 9, The role of room rate

Chapter 10- Billing the guest folio

Chapter 11-Credit and the city ledger

Chapter 9,10,11

 

April 12

LAB-MEET AT 7:15 AT BARTON CREEK RESORT

 

 

April 19

  Opera Take home-80% -Advance group block, A/R

 

 

April 26

Chapter 12-Cash transactions

Chapter 13-Night Audit

“An incident in hotel management” paper due!

Chapter 12,13

 

May 3

 Chapter 14- Hotel Technology, Review for Final

 Chapters 14

 

May 10

Final

 

Chapters 1-14

 

Student Learning Outcomes/Learning Objectives

Course Objectives

 

Course Objectives - Discuss lodging industry, markets, service levels, and ownership; describe hotel organization, mission, and operation; and list and explain front office responsibilities. Explain and discuss front office accounting procedures, checkout and settlement procedures, night audit functions and verification.

 

Upon successful completion of the course, the student will be able to:

1. Have an understanding of the modern day history of the hotel industry and the factors that drive the industry

2. Able to articulate the difference in ownership and management in the hotel industry

3. Have an understanding of the importance of forecasting, revenue management and reservation technologies and the impact it has on a hotel

4. To have a basic understanding of customer service and the confidence level to handle customer complaints

5. Follow basic hotel accounting procedures ranging from posting accounts to conducting cash and check transactions at the front desk

6. Have a understanding of the PMS systems used in the hotel industry

7. Explain and perform the steps involved in the night audit process

8. Have in understanding of the new technologies utilized in the hotel industry