Syllabus Sections
Publish Date
01/23/2011 21:13:41
Front Office Procedures
HAMG-1313
Spring 2011
01/18/2011 - 05/15/2011
Course Information
Section 001
Lecture
T 19:20 - 22:00
EVC3 3158
Daniel Eichler
Office Hours
-
T
6pm - 7:20p
Office hours: 6pm-7:30p and by appointment
Office location:3228
Course Requirements
Date |
Topic |
Required Reading |
|
January 18 |
Introductions, Course Expectations, An Overview |
None |
|
January 25 |
Chapter 1, - The traditional hotel industry pp –Chapter 1, Traditional hotel industry
|
Chapter 1
|
|
February 1 |
Chapter 2- The modern hotel industry Chapter 3- The structure of the hotel industry pp-Chapter 2, The modern hotel industry pp-Chapter 3, The structure of the hotel industry |
Chapter 2,3 |
|
February 8 |
LAB- MEET AT 7:15 IN THE LOBBY AT THE AUSTIN HILTON DOWNTOWN- Dressed professionally |
|
|
February 15 |
Chapter 4- Forecasting Chapter 5- Global reservations technologies Chapter 6- Individual reservations and group bookings pp-Chapter 4, Forecasting pp- Chapter 5, Global reservations technologies pp- Chapter 6, Individual reservations and group bookings |
Chapter 4,5,6 |
|
February 22 |
LAB-MEET AT 7:15 IN THE LOBBY AT THE HYATT- Dressed professionally. Review for mid-term |
|
|
March 1 |
Review OPERA for take home exercise Test-Mid-term- chapters 1-6 |
|
|
March 8 |
No class- Take home assignment- Experience OPERA-complete assigned courses- must achieve at least 80% on Advance Profile Mgt, Basic Reservations, Advance Front desk |
|
|
March 15 |
Spring Break |
|
|
March 22nd |
Chapter 7- Managing guest services Chapter 8-Arrival,registration,assignment, and rooming pp- Chapter 7 Managing guest services pp- Chapter 8 Arrival,registration,assignment, and rooming |
Chapter 7,8
|
|
March 29 |
No class- Take home assignment- Experience OPERA-complete assigned courses-must achieve at least 80% on Guest Departures, Advance Cashiering, Rooms Mgt, Group block management. |
|
|
April 5 |
Chapter 9, The role of room rate Chapter 10- Billing the guest folio Chapter 11-Credit and the city ledger |
Chapter 9,10,11 |
|
April 12 |
LAB-MEET AT 7:15 AT BARTON CREEK RESORT |
|
|
April 19 |
Opera Take home-80% -Advance group block, A/R |
|
|
April 26 |
Chapter 12-Cash transactions Chapter 13-Night Audit “An incident in hotel management” paper due! |
Chapter 12,13 |
|
May 3 |
Chapter 14- Hotel Technology, Review for Final |
Chapters 14 |
|
May 10 |
Final
|
Chapters 1-14 |
|
Readings
Learning Resources
Required Texts and Materials
Check-in check-out- Managing Hotel Operations-8thedition. Gary K. Vallen, Jerome J. Vallen
Course Subjects
Date |
Topic |
Required Reading |
|
January 18 |
Introductions, Course Expectations, An Overview |
None |
|
January 25 |
Chapter 1, - The traditional hotel industry pp –Chapter 1, Traditional hotel industry
|
Chapter 1
|
|
February 1 |
Chapter 2- The modern hotel industry Chapter 3- The structure of the hotel industry pp-Chapter 2, The modern hotel industry pp-Chapter 3, The structure of the hotel industry |
Chapter 2, 3 |
|
February 8 |
LAB- MEET AT 7:15 IN THE LOBBY AT THE AUSTIN HILTON DOWNTOWN- Dressed professionally |
|
|
February 15 |
Chapter 4- Forecasting Chapter 5- Global reservations technologies Chapter 6- Individual reservations and group bookings pp-Chapter 4, Forecasting pp- Chapter 5, Global reservations technologies pp- Chapter 6, Individual reservations and group bookings |
Chapter 4,5,6 |
|
February 22 |
LAB-MEET AT 7:15 IN THE LOBBY AT THE HYATT- Dressed professionally. Review for mid-term |
|
|
March 1 |
Review OPERA for take home exercise Test-Mid-term- chapters 1-6 |
|
|
March 8 |
No class- Take home assignment- Experience OPERA-complete assigned courses- must achieve at least 80% on Advance Profile Mgt, Basic Reservations, Advance Front desk |
|
|
March 15 |
Spring Break |
|
|
March 22nd |
Chapter 7- Managing guest services Chapter 8-Arrival,registration,assignment, and rooming pp- Chapter 7 Managing guest services pp- Chapter 8 Arrival,registration,assignment, and rooming |
Chapter 7,8
|
|
March 29 |
No class- Take home assignment- Experience OPERA-complete assigned courses-must achieve at least 80% on Guest Departures, Advance Cashiering, Rooms Mgt, Group block management. |
|
|
April 5 |
Chapter 9, The role of room rate Chapter 10- Billing the guest folio Chapter 11-Credit and the city ledger |
Chapter 9,10,11 |
|
April 12 |
LAB-MEET AT 7:15 AT BARTON CREEK RESORT |
|
|
April 19 |
Opera Take home-80% -Advance group block, A/R |
|
|
April 26 |
Chapter 12-Cash transactions Chapter 13-Night Audit “An incident in hotel management” paper due! |
Chapter 12,13 |
|
May 3 |
Chapter 14- Hotel Technology, Review for Final |
Chapters 14 |
|
May 10 |
Final
|
Chapters 1-14 |
|
Student Learning Outcomes/Learning Objectives
Course Objectives
Course Objectives - Discuss lodging industry, markets, service levels, and ownership; describe hotel organization, mission, and operation; and list and explain front office responsibilities. Explain and discuss front office accounting procedures, checkout and settlement procedures, night audit functions and verification.
Upon successful completion of the course, the student will be able to:
1. Have an understanding of the modern day history of the hotel industry and the factors that drive the industry
2. Able to articulate the difference in ownership and management in the hotel industry
3. Have an understanding of the importance of forecasting, revenue management and reservation technologies and the impact it has on a hotel
4. To have a basic understanding of customer service and the confidence level to handle customer complaints
5. Follow basic hotel accounting procedures ranging from posting accounts to conducting cash and check transactions at the front desk
6. Have a understanding of the PMS systems used in the hotel industry
7. Explain and perform the steps involved in the night audit process
8. Have in understanding of the new technologies utilized in the hotel industry