Lecturer
COURSE SCHEDULE
1. Preamble Course Title Course Number Credits Prerequisites Number of Hours Module Leader Office Hours Last Update
Front Office Operations IHM1311 / IHM3301 4 (2-5-6)
None 125 classroom hours, 83 outside hours, 15 tutorial hours, 2 midterm examination hours, 3 final examination hours Jongjit Janjam (Ms.) 07h00 – 16h00 hrs. August 2013
2. Course Description
In this course students will be imparted to all front office related operational systems in a hotel. They will learn to execute and improve the flow of operational procedures in the front office department, use appropriately and in right context the equipments and tools within front office and they will learn to establish and maintain the connections and professional communications between front office and the other departments in the hotel. During the course emphasis will be on the acquisition of front office related knowledge, skills and attitudes enabling the students to work effectively and open minded with their colleagues and supervisors. Most importantly the students will learn to define and execute the services related to the guest cycle (pre-arrival, arrival, occupancy, departure) and they will learn how to exceed the expectations of the guest. The students will learn to use in a correct manner the principles of empowerment at the guest contact points in the front office and they will learn to demonstrate a proactive and “can do” attitude. The students will also be introduced to some managerial aspects of the front office operations, such as activity planning, increasing revenues and evaluating the performance within the front office operations.
3. Course Analysis
This integrated course is purposefully designed to help students to prepare for positions as entry-level managers. The students will acquire basic front office knowledge and skills and this will allow them to manage successfully hospitality businesses. Furthermore, the exposure to the practice of the front
1. Preamble Course Title Course Number Credits Prerequisites Number of Hours Module Leader Office Hours Last Update
Front Office Operations IHM1311 / IHM3301 4 (2-5-6)
None 125 classroom hours, 83 outside hours, 15 tutorial hours, 2 midterm examination hours, 3 final examination hours Jongjit Janjam (Ms.) 07h00 – 16h00 hrs. August 2013
2. Course Description
In this course students will be imparted to all front office related operational systems in a hotel. They will learn to execute and improve the flow of operational procedures in the front office department, use appropriately and in right context the equipments and tools within front office and they will learn to establish and maintain the connections and professional communications between front office and the other departments in the hotel. During the course emphasis will be on the acquisition of front office related knowledge, skills and attitudes enabling the students to work effectively and open minded with their colleagues and supervisors. Most importantly the students will learn to define and execute the services related to the guest cycle (pre-arrival, arrival, occupancy, departure) and they will learn how to exceed the expectations of the guest. The students will learn to use in a correct manner the principles of empowerment at the guest contact points in the front office and they will learn to demonstrate a proactive and “can do” attitude. The students will also be introduced to some managerial aspects of the front office operations, such as activity planning, increasing revenues and evaluating the performance within the front office operations.
3. Course Analysis
This integrated course is purposefully designed to help students to prepare for positions as entry-level managers. The students will acquire basic front office knowledge and skills and this will allow them to manage successfully hospitality businesses. Furthermore, the exposure to the practice of the front
Bibliography: RAZA IVO, Heads in beds: hospitality and tourism marketing, Upper Saddle River, New Jersey 07458, ISBN 0-13-110100-5 GARY K.VALLEN & JEROME J.VALLEN, Check-in Check-out Managing Hotel Operations (8th Ed.) ISBN-13: 978-0-13-503630-3 / ISBN-10 0-13503630-5 MICHAEL L. KASAVANA & RICHARD M. BROOKS, Front Office Procedures (8th Ed.) 2113 N. High Street, Lansing, Michigan 48906-4221, ISBN 0-86612-180-3 9.2 Webliography • • • http://www.hospitalitynet.org (Hospitality net, on-line magazine) http://www.traveldailynews.com (Daily travel and tourism news portal) http://www.hotelnewsresource.com (Hotel news resource) IHM1311 / IHM3301 Front Office Operations Course Schedule- First Semester Academic Year 2013 Page 13 of 13 August, 2013