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Front Office Training Flie

This document outlines the course contents for a 360 hour Hotel Front Office Operations course. The course aims to acquaint students with different hotel categories and departments, develop customer service skills, and provide a basic understanding of front office processes. Key areas covered include reservations, reception, guest relations, front office accounting and cash handling procedures. Additional topics include the roles of the night auditor, bell desk, and handling of emergency situations. The course is intended to provide students with a starting level working knowledge of front office operations.

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Battapothu Anil Kumar
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181 views3 pages

Front Office Training Flie

This document outlines the course contents for a 360 hour Hotel Front Office Operations course. The course aims to acquaint students with different hotel categories and departments, develop customer service skills, and provide a basic understanding of front office processes. Key areas covered include reservations, reception, guest relations, front office accounting and cash handling procedures. Additional topics include the roles of the night auditor, bell desk, and handling of emergency situations. The course is intended to provide students with a starting level working knowledge of front office operations.

Uploaded by

Battapothu Anil Kumar
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Hotel Front Office Operations (360)

1. INTRODUCTION

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 ethics.
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 CONTENTS
Unit Contents Theory Practical
Introduction

— Brief history and evolution,

— 3 weeks apprenticeship 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 organization 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,- Imines and Accidents,-
Loss of life.- First aid 
PLEASE NOTE:
— The above syllabus has been designed to give the students a working knowledge of
the Front Office at the starting level. It is not an exhaustive course on the subject by
any means. As such this material does not make the students an expert of FrontOffice.
— The students are advised to attach themselves with a hotel or arrange an induction
or vocational training program of at least one month after going through this material.
— The formats given in the study materials are to familiarize them with the
procedures. Although similar, they might differ from hotel to hotel and may not
confirm to any regulatory body.

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