Description:

This course provides a full understanding of the flow of business from the front office, beginning with the reservations process to checkout and settlement. It also includes the night audit and statistical analysis of rates and revenue management. This course is typically offered in the spring semester. 3 hrs./wk.

Supplies: Refer to the instructor's course syllabus for details about any supplies that may be required.

Prerequisites: NONE

Textbook(s): For information see - http://bookstore.jccc.net

Course Fees: NONE

Course Objectives:

Upon successful completion of this course the student should be able to:

1. Show how the hotel industry is part of the hospitality industry.
2. List the different ways a hotel is classified and why.
3. List the reasons people travel and choose a certain hotel.
4. Describe a hotel’s mission statement and its importance.
5. Draw a hotel’s and the front office’s organizational chart.
6. List different hotel front office forms and equipment.
7. Describe the “guest cycle.”
8. Demonstrate a typical guest account from check-in to settlement.
9. Process a night audit and discuss its relevance.
10. Describe the importance of good guest relations.
11. Explain the importance of front office security and list the different areas of concern.
12. Explain the importance of front desk selling.
13. Explain the importance of maximizing profits in establishing room rates, forecasting room availability, budgeting, and using revenue management techniques.
14. Explain the concept of revenue management, its techniques and pros and cons.

Content Outline & Competencies:

I. The World of Hotels
   A. The Lodging Industry
      1. Describe the hospitality industry
      2. List the different ways to classify hotels
      3. List reasons for traveling
   B. Hotel Organization
      1. Evaluate a hotel’s mission statement
      2. Write a hotel’s organizational chart
      3. Write a front office department’s organizational chart
   C. Front Office Operations
      1. Identify different front office systems
      2. Identify different front office forms and equipment
      3. Design an effective front desk

II. The Guest Cycle
   A. Reservations
      1. Discuss reservations’ sales techniques
      2. List types of reservations
      3. Take a room reservation, from inquiry to confirmation
      4. List different reservation reports
      5. Discuss reservation maintenance and different considerations
   B. Registration
      1. Demonstrate the registration process including the key security
issue
      2. Demonstrate different types of front office selling techniques
      3.  Discuss the issues of room and rate assignment and fulfilling
special requests
      4. Discuss option when guests cannot be accommodated
   C. Front Office Responsibilities
      1. Describe the importance of good communication within the front
office and interdepartmentally
      2. Describe and demonstrate good guest service and guest relations
      3. Discuss the importance of front office security
   D. Front Office Accounting
      1. Discuss front office accounting fundamentals
      2. Create and maintain accounts
      3. Track transactions
      4. Discuss the importance and different types of internal controls
      5. Demonstrate the settlement of an account
   E. Check-Out and Settlement
      1. List the functions of check-out and settlement
      2. Describe departure procedures and check-out options
      3. Explain what to do with unpaid balance on accounts and how to
handle collections
      4. Describe what to do with front office records
   F. The Night Audit
      1. List the functions of the night audit
      2. Calculate and verify a night audit
      3. Describe the daily report and explain its significance

III. Front Office Management
   A. Planning and Evaluating Operations
      1. List the management functions
      2. Calculate the formula for establishing room rates
      3. Calculate and evaluate the formulas and ratios for forecasting
room availability
      4. Summarize the procedure for budgeting for operations
      5. Evaluate front office statistics for operating efficiency
   B. Revenue Management
      1. Discuss the concept of revenue management
      2. List and calculate the formulas and ratios that measure yield
      3. List the elements and principles of revenue management
      4. Discuss how to use revenue management and the different pros and
cons

Methods of Evaluation of Competencies:

Evaluation of student mastery of course competencies will be accomplished using the following methods:

Final Exam               200 pts   (29% of grade) 
Three tests @ 100 points 300 pts   (43% of grade)
Case Studies             100 ptS   (14% of grade)
Project (Night Audit)    100 pts   (14% of grade)
            Total        700 pts  (100% total)

Caveats:

1. Students must have transportation available to tour hotels in the area to assist them in completing their class project.

Disabilities:

If you are a student with a disability, and if you will be requesting accommodations, it is your responsibility to contact Access Services. Access Services will recommend any appropriate accommodations to your professor and his/her director. The professor and director will identify for you which accommodations will be arranged.

JCCC provides a range of services to allow persons with disabilities to participate in educational programs and activities. If you desire support services, contact the office of Access Services for Students With Disabilities (913) 469-8500, ext. 3521 or TDD (913) 469-3885. The Access Services office is located in the Success Center on the second floor of the Student Center.