Principles of Hotel Front Office Operations

• 1. Introduction to the hospitality industry.2. Organization of a hotel.3. The accommodation product and hotel guest.4. The front office department.5. Basic reservation activities.6. Reservation systems and documents.7. Check-in of new arrivals.8. Other duties of the reception department.9. Front office accounting.10. Check-out and settlement of accounts.11. Credit control.12. Sundry guest services.13. Handling corporate and group sales.14. Dealing with guests problems.15. Yield management.16. The electronic front office.

Introduction to the hospitality industry Organization of a hotel The accommodation product and hotel guest The front office department Basic reservation activities Reservation systems and documents Check-in of new arrivals Other duties of the reception department Front office accounting Check-out and settlement of accounts Credit control Sundry guest services Handling corporate and group sales Dealing with guests problems Yield management The electronic front office