INTRODUCTION
TO
FRONT OFFICE
MANAGEMENT
ELECTIVE I
(Class: XI)
Front office: I
THEORY
60 Marks
Unit 1: Tourism
Definition and Importance of Tourism and Tourist
Classification of Tourism
Component of Tourism Industry
Impacts of Tourism IndustryEnvironmental
Environmental
Economical
Socio cultural
Unit 2: Hotels
Introduction to hospitality industry and Definition of hotels
History and evolution of hotel industry
Classification of hotels
Size
Star
Location and clientele
Supplementary accommodation
Time share and condominium
Single hotels and group hotel
Unit 3: Communication
Definition of communication
Types of communication
Importance of communication
Barriers in communication
Communication in hospitality industry
Unit 4: Grooming and Hygiene
Importance of grooming and hygiene in hospitality industry
Grooming standards for hospitality professional : Male and Female
Unit 5: Role of computers in hospitality industry
Unit 6: Personality traits required for front office personnel
Punctuality, pleasing personality, positive attitude, good communication skills, team work,
patience, leadership qualities etc.
Unit 7: Abbreviations
Unit 8: Assignments
References:
Hotel Front Office Training Manual: Sudhir Andrews
Hotel Front Office Operations & Management: Jatashankar R. Tiwari
Front Office Management: Sushil Kumar Bhatnagar
(Class: XI)
Front office: I
PRACTICAL
40 Marks
Unit 1: Introduction to Tourism and Hotel industry
Role play of receiving a guest at main porch
Role play of welcoming a guest
Role play of receiving a guest at reception guest
Demonstration of personality traits required for front office personnel through role play
Familiarity with computers
Chart preparation on classification of hotels
Project work on environmental impact of tourism
Role play on grooming standards of hospitality professionals
Role play on visit of a foreign tourist and related formalities
Chart preparation on classification of tourism classification of tourism
ELECTIVE II
(Class: XI)
Front office: II
THEORY
Subject: Basis of Front Office
Unit 1: Hotel organization
Departmental organization of hotels
Staff hierarchy chart of hotels
Unit 2: Hotel Room
Types of hotel rooms
Unit 3: Meal plan & Basics of charging
Types of meal plan
Different basis of charging
60 Marks
Unit 4: Front office
Staff organization of front office: hierarchy
Section in front office
Equipments used in front office
Duties & responsibility of front office staff
Unit 5: Lobby and its layout
Unit 6: Co-ordination of front office with other departments
Unit 7: Safety and security
For the hotel
For the guest
Role of technology in security
Unit 8: Reservation
Importance for guest and hotel
Types of reservation
Modes & sources
Process- automated and Manual
Cancellation & amendments
Unit 9: Assignments
References:
Hotel Front Office Training Manual: Sudhir Andrews
Front Office Management & Operations: Sudhir Andrews
Front Office Operations & Management:RakeshPuri
Hotel Front Office Operations & Management: Jatashankar R. Tiwari
Front Office Management: Sushil Kumar Bhatnagar
(Class XI)
PRACTICAL
Front office: II
40 Marks
Subject Basis of Front Office
Unit 1: Formats used in front office reservation system and role play on filling up of forms
Reservation form
Booking diary
ALC (Advance letting chart)
Density chart
Room status board
Whitney system
Cancellation/revision forms
Unit 2: Role play on handling reservation and various situations
Unit 3: Role play on safety and security systems and situations
Like bomb-threat, theft in guest room, illness, drunk guest etc
Unit 4: Role play on co-ordination of front office with the departments
Unit 5: Chart and model preparations on types of hotel guest rooms
Unit 6: Chart preparation of departmental organization of hotels
Unit 7: Chart preparation on staff hierarchy of hotels
Unit 8 Chart preparation on staff hierarchy of front office
Unit 9: Introduction to equipments used in front office and their usages
Unit 10: Meal Plan: Role play
Unit 11: Meal Plan: Role play
Unit 12: Basis of charging: role play
Unit 13: Lobby layout: chart preparation
ELECTIVE I
THEORY
Front office: III
Subject: Front Office Operations
Unit 1: Guest Cycle
Pre-arrival
Arrival
During Stay
Departure
Post-departure Activities
Unit 2: Reception
(Class: XII)
Importance of Registration
Receiving of Guest
Pre-registration Activities
Registration Activities
Post-registration Activities
60 Marks
Registration of a Foreigner Guest
Room Selling Techniques
Unit 3: Bell Desk
Functions
Equipments and Aids used in Bell Desk
Procedures of Bell Desk
Unit 4: During the Stay Activities
Message Handling
Mail Handling
Key Handling
Complaint Handling
Unit 5: Telephone
Telephone Manners & Etiquettes
Telephone Equipment
Unit 6:Information and concierge
Role and Importance
Competencies required
Unit 7: Glossary
Unit 8: Assignments
References:
Hotel Front Office Operations & Management: Jatashankar R. Tiwari
Front Office Operations: Colin Dix, Chris Baird
Front Office Management: Sushil Kumar Bhatnagar
Front Office Management & Operations: Sudhir Andrews
Front Office Operations & Management: Rakesh Puri
(Class: XII)
PRACTICAL
Subject: Front Office Operations
Unit 1: Formats used in registration
Registration card
C-form
Unit 2:Formats used on bell desk
Errand card
Front office: III
40 Marks
VIP amenity voucher
Unit 3:Role play on luggage handling
Unit 4:Chart for bell desk equipments
Unit 5:Role play on message and mail handling
Message
Incoming Mail
Outgoing Mail
Unit 6:Role play on receiving a guest and filling up necessary formats
Etiquettes and manners
Unit 6:Role play on complaint handling
Unit 7:Role play on telephone handling
Conversation between a caller and the Telephone Operator
Unit 8:Role play on up selling techniques
Unit 9:Situation handling at the concierge
Unit 10: Quiz based on glossary terms
Reception
Bell desk
During the stay activities
Information & concierge
ELECTIVE II
THEORY
(Class: XII)
Front office: IV
Subject: Advanced Front Office Operations
Unit 1:Cashier
Role of Front Office Cashier
Functions & Procedures
Equipments used by Front Office Cashier
Unit 2:Departure Procedure
Step by Step Process of Guest Check-out
Modes of Settlement of Guest Folio
Cash
Credit card
Foreign currency
Travel Agent Voucher
Company Billing Letter
Travelers Cheque
60 Marks
Express Check-out
Late Check-out
Unit 3:Front Office Accounting
Basics of Accounting
Folio and its Types
Voucher and its Types
Ledger
Guest Ledger
Non-guest Ledger
Unit 4:Formats used in Manual Accounting System
Guest Weekly Bill
Visitors Tabular Ledger
Unit 5:Role of PMS in Front Office Department
Role of Property Management System
Unit 6:Front Office Reports
Unit 7:Introduction to Night Audit Procedure in Front Office
Unit 8:Glossary
Unit 9:Assignments
References:
Check-In Check-Out Managing Hotel operations: Gary K.Vallen, Jerome J.Vallen
Principles of Hotel Front-Office Opeartions: Sue Baker, Jeremy Huyton, Pam Bradley
Hotel Front Office Operations & Management: Jatashankar R. Tiwari
Front Office Management: Sushil Kumar Bhatnagar
(Class: XII)
PRACTICAL
Front office: IV
40 Marks
Subject: Advanced Front Office Operations
Unit 1:Filling up and practice on formats of different vouchers used in accounting system
Paid-out vouchers
Correction vouchers
Transfer vouchers
Charge voucher
Allowance voucher
Unit 2:Role play of express check-out process
Express check out form
Unit 3:Manual practice of accounting procedure in non- automated system
guest weekly bill
visitors tabular ledger
Unit 4:Role- play of check out procedure
By cash
By credit
Bill to Company
Foreign Currency
Travelers Cheque
Unit 5:Role Play
Folio Postings
Night Auditing
Maintaining guest history
Unit 6:Quiz based on glossary terms of guest accounting system
Suggested List of Equipments
Suggested List of Books
1.
2.
3.
4.
5.
Managing Service in Food and Beverage Operations by Ronald F. Cichy
Hotel Management and Operations, 3rd Edition by Denney G. Rutherford
Hotel Design, Planning, and Development, New Edition by Walter A. Rutes
The Professional Chef by Culinary Institute of America
Front Office Operations & Management by Ahmed Ismail
Course Committee Members Front Office
1.
2.
3.
4.
5.
Ms. Ranjana Chand, IHM, Shimla
Ms. ShilpiBhati, AIHM, Chandigarh
Mr.P.D.Lakhawat, IHM, Gurdaspur
Mr. P.Suresh, Gwalior
Mr. NareshPopli, IHM, Pusa - New Delhi
