10109131Rooms Division Operations
Course Information
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 account settlement. The course also examines the various elements of effective front office management, paying particular attention to 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.
Total Credits
3
Course Competencies
  1. Categorize the travel and tourism industry by hotel size, target markets, and service levels.
    Assessment Strategies
    Interview
    Case Study
    Reflection
    Criteria
    You explain how the travel and tourism industry can be categorized.
    You classify hotels in terms of their size and target markets.
    You classify hotels in terms of their levels of service, and ownership and affiliation.
    You describe characteristics of business, pleasure/leisure, group, and international travelers.
    You identify factors that influence travelers’ buying decisions.
    You describe how hotels can become more ecologically responsible and the incentives they have to do so.

  2. Examine traveler types and factors influencing their decisions across business, leisure, group, and international segments.
    Assessment Strategies
    Reflection
    WIKI
    Written Product
    Criteria
    You explain what a mission is, and describe how goals, strategies, and tactics are used to accomplish a hotel’s mission.
    You describe the functions performed by departments and positions within the rooms division.
    You identify the functions performed by other divisions and departments within a full-service hotel.
    You describe the organization of the front office, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications.

  3. Understand hotel missions, goals, and organizational structures, including functional areas and departmental operations.
    Assessment Strategies
    Written Product
    Scenario Response
    Industry Tour and Report
    Criteria
    You summarize front office operations during the four stages of the guest cycle.
    You describe front office recordkeeping systems and front office documents.
    You describe the front desk and its support devices, and describe the services and equipment of a hotel’s telecommunications area.
    You identify and describe property management systems used by the front office.

  4. Outline the guest cycle and front office communication processes for addressing service and complaints.
    Assessment Strategies
    Simulation
    Industry tour and report
    Scenario Response
    Criteria
    You discuss the sales dimension of the reservations process.
    You outline the different types of reservations.
    You describe reservation inquiries and their distribution channels.
    You describe the process of taking group reservations and group reservation issues.
    You identify the tools managers use to track and control reservations availability, and discuss reservation records.
    You describe policies and procedures surrounding the confirmation, modification, and cancellation of different types of reservations.
    You explain the function of typical reservation reports.
    You summarize other reservation considerations.

  5. Explore reservations processes, group bookings, and revenue management tools like capacity and forecasting.
    Assessment Strategies
    Written Product
    Scenario Response
    Criteria
    You describe the seven steps of the registration process.
    You explain the function of preregistration.
    You identify preregistration activities.
    You describe the function of registration records and registration cards.
    You identify factors that affect room and rate assignments during the registration process.
    You illustrate procedures for establishing the guest’s method of payment at registration.
    You explain the importance of verifying the guest’s identity.
    You outline proper procedures for issuing guestroom keys or access codes to guests.
    You describe the front desk agent's role in addressing special requests from guests during registration.
    You explain creative registration options such as techniques used to upsell guests during registration and situations in which guests cannot be accommodated by the hotel.

  6. Examine front office recordkeeping, property management systems, and accounting processes, including auditing fundamentals.
    Assessment Strategies
    Scenario Response
    WIKI
    Reflection
    Criteria
    You illustrate front office procedures for communicating with guests
    You explain communications between the front office and other hotel areas
    You examine typical service requests that guests make at the front desk
    You explain general approaches to handling guest complaints

  7. Develop hotel security programs addressing safety concerns while liaising with law enforcement and society.
    Assessment Strategies
    Written Product
    Scenario Response
    Reflection
    Criteria
    You explain important issues in developing and managing a security program
    You illustrate the role that managers play in a property’s security program
    You explain the importance of setting up a security program, including security staffing and having a liaison with local law enforcement
    You identify the elements of security training that are critical to an effective security program
    You explain the legal concepts and societal concerns related to security issues

  8. Define housekeeping roles and responsibilities, utilizing planning tools for communication and operational efficiency.
    Assessment Strategies
    Scenario Response
    Research Paper
    Interview
    Criteria
    You describe accounts, folios, vouchers, points of sale, and ledgers
    You explain the process of creating and maintaining front office accounts
    You explain typical procedures for processing and tracking common front office accounting transactions
    You illustrate internal control procedures for front office operations
    You explain typical settlement procedures

  9. Summarize staffing strategies for recruitment, training, and motivation to effectively manage hospitality teams.
    Assessment Strategies
    Scenario Response
    Written Product
    Criteria
    You explain functions and procedures related to the check-out and settlement process, including departure procedures involving methods of settlement and late check-outs
    You summarize express check-out and self check-out procedures
    You explain how hotels handle unpaid account balances and summarize account collection procedures
    You illustrate how managers use guest history files
    You outline how the front office staff can support the hotel's marketing program through the check-out process
    You summarize front office data privacy concerns