To provide learners with the skills, knowledge and competencies required by front office personnel to operate in a commercial tourism and hospitality enterprise.
Introduction to Front Office and The Guest Cycle
Role,structure and contribution of the Front Office Office Department within the organisation. The Guest Profile including VIP’s, CIP’s and SPATT’s.Guest Registration.Individual reservations.Group reservations. The role of GDS / central reservations, Online Reservation Systems
Arrival & In-house Guest Service
Check In procedures for individuals and groups. The Express Check In. Communicating with guests – compliments and complaints. Posting charges to residents.Selling Hotel Facilities.
Departure and Post-Departure tasks
Check out procedures for individuals and groupsExpress Check Out.Late Check Out.Post departure tasks – room status update, guest history update.End of shift / end of day auditing and reporting.
Role of the Front Office Department within the Organisation
Structure and contribution of front office department. Analysis of Rooms Division Reports, Principles of Yield Management
Cash control
Money handling. Methods of payment.Customer billing.Receiving payment by cash, credit card, vouchers, Cash security.
OPERA PMS Applications
Introduction to the Guestline system.New Reservations and Reservations Options.Arrivals & Check In.Queue Reservations & In house Guests.Room Assignment & Additional Front Desk Features.Cashiering & Billing Options.Check Out.Rooms Management.Accounting Options.Business Blocks – Groups.
This module incorporates practical and theoretical elements of Front Office. Students get the opportunity to practise their skills, through working with an Industry accredited Property Management System called Guestline.
| Module Content & Assessment | |
|---|---|
| Assessment Breakdown | % |
| Formal Examination | 50 |
| Other Assessment(s) | 50 |