HFT 1410 - Front Office Procedures

Hospitality and Tourism Department

Credit(s): 3
Contact Hours: 47
Effective Term Fall 2007 (385)

Course Description

This course is designed to acquaint the student with front office procedures. Topics include: hotel organizations; front office responsibilities; front office accounting; check-out settlement; night audit; planning and evaluating operations; and revenue management.

Learning Outcomes and Objectives

  1. The student will understand the role of the front desk in hotel operations by:
    1. listing the duties assigned to the front desk.
    2. demonstrating how a check-in and check-out is processed.
    3. explaining common errors in front desk operations.
    4. describing the various key systems and how to issue keys properly.
    5. listing the relationships between front desk and other departments of the hotel.
    6. organizing accounts in respective ledgers.
    7. demonstrating computer proficiency in reservations, check-in, posting, settlement and night audit.
  2. The student will learn the procedures for accepting room reservations by:
    1. listing the steps in a proper reservation.
    2. explaining credit card procedures for approval and limits.
    3. explaining reservation procedures for non-guest rooms.
  3. The student will learn factors used to determine room profitability by:
    1. explaining yield management.
    2. describing the Hubbart formula.
    3. developing space availability forecasts.
    4. producing and analyzing management reports.
  4. The student will understand night audit procedures by:
    1. describing the functions of night audit ledgers.
    2. defining the city ledger.
    3. listing the audit accounts.
    4. explaining how to "close the hotel.".
    5. explaining common night audit problems and how to correct them.
  5. The student will learn the major hotel plans by defining the American Plan, the European Plan and modified plans.
  6. The student will learn proper front office etiquette by:
    1. identifying the personal attitudes, characteristics and work practices essential in providing excellence in front office guest service.
    2. demonstrating effective complaint handling procedures.
    3. demonstrating effective telephone call handling techniques.

Criteria Performance Standard

Upon successful completion of this course, the student will, with minimum 80% accuracy, demonstrate mastery of each of the above stated objectives through classroom measures developed by the individual course instructors.

History of Changes

Eff19992. 3 Year Review 2003. 3 Year Review 2007.
C&I Approval: 10/26/1999, BOT Approval: 11/16/1999, Effective Term: Fall 2007 (385)

Related Programs

  1. Hospitality and Tourism Management (HMGT-AS) (640) (Active)
  2. Rooms Division Management (RDM-CT) (535) (Active)
  3. Rooms Division Operation (RDO-CT) (535) (Active)
  4. Rooms Division Specialist (RDS-CT) (535) (Active)
  5. Rooms Division Specialist (RDS-CT) () (Draft)