Hotel Front Office Operations

National Open School
New Delhi, Hyderabad, Kolkata, India

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

Course Description:

'' With travel increasing day-by-day, whether it is for business, pleasure or for any other reason, there is a mushrooming growth of hotels-big and small. At the same time there is a demand for people to work in these hotels. Most people working in smaller hotels learn on the jobs which proves expensive. Hence there is a growing demand for trained persons who are able to perform the basic front office operations in a hotel, efficiently.

2. OBJECTIVES

After going through this course, the student will be able to:
acquaint with various categories of hotels;
acquaint with various departments of a hotel;
develop a sense of work ethcis.
develop a pleasing manner while dealing with the customers.

3. JOB OPPORTUNITIES

1. wage employment: as a junior front level worker in any establishment.

4. Course duration
1 Yr The credit of can be transfered aganist any one academic course.

4.1 SCHEME OF STUDY
Theory Practical
40% 60%

5. ENTRY LEVEL QUALIFICATION
Education : Class X pass`

6. SCHEME OF EVALUATION
Internal assessment: 20 marks
External examination
Total Marks - 100
1. Theory 40% 40 marks
2. Practical 40% 40 marks

6.1 PASSING CRITERIA
a) 33% in Theory
b) 33% in Practical
c) 33% in Internal Assessment
Separate pass in Theory, Practical and internal assessment is necessary.
Syllabus

8. COURSE CONTENTS
Unit Contents Theory Practical
Introduction �Brief history and evolution, �3 weeks apprenticiship
to Hotel �Types. at a hotel attached to an AVI
�Various departments.
�Room as a commodity and
different types, types of rates,
�Various Plans - EP, CP, AP,
and MAP.
Introduction to �Introduction, importance
Front Office and role,
�Sections of Front Office,
�Staff organisation in the
department,
�Hierarchy patterns,
�Co-ordination with other
departments
Qualities of Front �Role, Qualities,
Office Staff �Telephone manners.
Reservations �Need, Modes, Procedure
�Reservation - Amendments/
Cancellations
�Filling and storage of reservation
records,
�Group reservations,
�Arrival list, Blocking of rooms,
�No shows,
�Alphabetical codes.
Reception �Basic knowledge
�Check-in procedure, Registration card,
�Allotting a room, Handing over of keys/key
cards etc.,
�Showing the room and welcome call,
�Circulation of information,
�Arrival/Departure register,
�C - Form
�Scanty baggage and their
registration, Group check-in,
�Change of room, Departure procedure,
�Control Activities/Statistics
�Calculation of room position
�Housekeeping discrepancy report,
�Updating of Whitney racks,
�Key check/key control,
�VIP report,
�Night receptionist room report,
�Room count, House count,
Revenue, Occupancy percentage,
�Double occupancy,
Information �Handling of guests�request &
complaints, Take and deliver messages,
�Sort and deliver mail,
�General information about the
hotel, city, state, country.
Guest
Relations �Guest Relation’s register,
�Handle a VIP arrival,
�Guest history card.
Front Office �Guest Billing, The billing procedure,
cash �Check-in/Check-out time,
�Guest time
- weekly bill,
- bill through NCR machine,
- computerized billing
�Guest departure,
�Modes of payments
�Encashment of foreign currency
�Various formats
- Restaurant checks, Telephone
vouchers, Miscellaneous
vouchers, Cash receipt vouchers,
�Paid outs, Allowances and discounts,
�Safe deposit vaults.
Night �Role of a night auditor,
auditing �Process, Adjustments,
�Compiling complete sales
summary of the hotel,
�Other responsibilities of night
auditor.
Bell Desk �Handling of guest baggage
and role
- On arrival, On departure,
- Groups, Tagging of baggage,
- Scanty baggage,
�Circulating information from reception
�Cloak/left luggage room,
�Paging,
�Stamps/medicines/errand jobs.
Telephones �Importance,
�Arrival/Departure procedure,
�Types of Calls
�Complaint handling.
�Secrecy.
Emergency �Drunk guest,Fire,Theft,
situations
- Guest, Hotel property,
- Loss/breakage, Lost and Found,
- IIIness and Accidents,
- Loss of life.
- First aid

...''

Phone:29231181-85, 29241458

School Address:

National Open School
B-31B, Kailash Colony, New Delhi. India

Jobs & Resumes: New Delhi, Hyderabad, Kolkata
Houses & Roommates: New Delhi, Hyderabad, Kolkata

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