HRM 101 - Front Office Procedures

1. Identify special characteristics of the Lodging industry.
2. Create a marketing plan for individual guests and group business identified by the various market segments that make up the Lodging industry.
3. Use the CRS, Central Reservation System, and the GDS, Global Distribution System to forecast future business and analyze room rate structures within Revenue Management.

1. Describe hotels according to industry classification and standards.
2. Describe hotel structure and operation.
3. Discuss front office systems, forms, organization, equipment, and telecommunications related to the guest cycle.
4. Explain types of reservations and methods for taking and maintaining reservations.
5. Explain the activities that take place during the registration process.
6. Identify types of communication required at the front desk.
7. Describe the accounting functions that relate to the front desk.
8. Describe the check out and settlement process at the front desk.
9. Perform night audit functions.
10. Describe management functions related to forecasting, budgeting, and evaluating front desk operations.
11. Describe the elements of revenue management related to the front desk.
12. Discuss methods of recruiting, selecting, hiring, training, scheduling, and motivating personnel.

1. Classification of Hotels
   1. Size
   2. Target markets
   3. Levels of service
   4. Ownership and affiliation
   5. Types of guests
2. Hotel Structure
   1. Strategic planning
   2. Classifying functional areas and divisions
   3. Organizational charts
   4. Front office organization
3. Front Office Operations
   1. Guest cycle
   2. Systems
   3. Forms
   4. Design
   5. Equipment
   6. Telecommunications
4. Reservations
   1. Sales
   2. Reservation types and inquiries
   3. Reservation availability
   4. Group reservations
   5. Reservation records
   6. Reservation maintenance
   7. Reservation reports
   8. Legal implications
5. Registration
   1. Pre-registration activities
   2. Registration record
   3. Room and rate assignment
   4. Method of payment
   5. Rooming the guest
   6. Selling the guest room
6. Front Office Responsibilities
   1. Communications
   2. Inter-departmental communications
   3. Guest services
   4. Guest relations
   5. Security functions
7. Front Office Accounting
   1. Accounting fundamentals
   2. Creation and maintenance of accounts
   3. Tracking transactions
   4. Internal control
8. Check Out and Settlement
   1. Departure procedures
   2. Options
   3. Prepaid account balances and collections
   4. Records
9. Night Audit
   1. Functions
   2. Operating modes
   3. Process
   4. Verifying the night audit
10. Planning and Evaluating Operations
    1. Management functions
    2. Establishing room rates
    3. Forecasting room availability
    4. Budgeting for operations
    5. Evaluating front office operations
11. Revenue Management
    1. Measuring yield
    2. Elements of revenue management
    3. Uses of revenue management
    4. Computer software
12. Managing Human Resources
    1. Recruiting
    2. Selecting
    3. Hiring
    4. Training
    5. Staff scheduling
    6. Staff motivation