BHM 230 - Front Office Operations Management
A study of the importance of guest service, communications with one front office and other departments, reservation systems, registration techniques, and safety and security. Accounting and night audit, reports and yield management will also be covered. A computerized front office simulation will be used in this class.
Prerequisite: HOS 101 Introductions for Hospitality Freshmen, HOS 115 Hospitality Marketing and Promotions, BUS 108 Accounting for a Service Business, BIT 206 IT for Service Industries
3 Class Hours
Learning Outcomes of the Course:
Upon successful completion of this course the student will be able to:
1. Understand the importance of guest service.
2. Understand the methods for establishing optimum room rate (Hubbart Room Rate Formula), accurately forecasting room availability, budgeting for operations, and implementing yield management.
3. Understand the communication essentials between the front office and other departments.
4. Understand the principles for constructing an efficient reservation system.
5. Understand how registration techniques can help ensure a hotel’s profitability while meeting guests’ needs.
6. Understand the significance of safety and security precautions, including key control and emergency management.
7. Understand the role of front office personnel in posting accounts, conducting cash and check transactions, and performing the night audit.
8. Understand the considerations in developing check-out and settlement procedures that give guests a positive last impression.
9. Understand how to recruit, select, hire, orient, train, schedule, and motivate front office employees.
10. Understand various office computer applications.
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