Front Office Procedures

Professional Development Institute of Tourism
Parksville, British Columbia, Canada

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' 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 settlement. The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel.

Evaluation: The student must complete twelve basic, self-scoring review
quizzes, four progress tests and a comprehensive final examination. 70%
Required to pass.

Learning Resources: Front Office Procedures, Sixth Edition,
by Michael L Kasavana, Ph.D., and Richard M. Brooks, CHA

Learning Objectives: At the completion of this course, students should
be able to:
1. Develop an organization chart depicting the functional relationships among hotel divisions and
departments.
2. Explain the function and operation of the various systems forms, equipment, and computer
applications found in the front office.
3. Construct an efficient reservation system that records crucial information which avoiding
problems in processing various types of reservations.
4. Construct a registration system that helps ensure a hotel’s profitability while meeting the needs
of guests by using effective guestroom sales techniques and efficient credit establishment
5. Develop an efficient communication system to operate within the front office and between the
front office and departments such as housekeeping and maintenance.
6. Develop procedures regarding hotel safety and security, with particular emphasis on key control
and emergencies.
7. Develop procedures for handling complaints.
8. Follow basic hotel accounting procedures ranging from posting accounts to conducting cash
and check transactions at the front desk.
9. Develop and follow checkout and settlement procedures.
10. Explain and perform the steps involved in the night audit process.
11. Analyze statistics relevant to establishing room rates, forecasting room availability, budgeting
for operations, and evaluating front office operations.
12. Apply basic concepts and principles of revenue management in a front office setting.
13. Explain the important elements of recruiting, selecting, orienting, and training front office
employees.
...''

Phone:250-248-2010

School Address:

Professional Development Institute of Tourism
P. O. Box 278, Suite 2 - 141 Memorial Avenue
Parksville, British Columbia, CANADA, V9P-2G4
Phone 250-248-2010
Fax 250-248-9413

Jobs & Resumes: Parksville
Houses & Roommates: Parksville

Housekeeping Management
Security and Loss Prevention Management
Hospitality Industry Computer Systems
Hospitality Supervision
Quality Sanitation Management
Food & Beverage Service
Planning and Control for Food & Beverage Operations
Bar & Beverage Management
Tourism and the Hospitality Industry

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