Front Office Procedures

Front Office Procedures


Fall 2010
08/23/2010 - 12/12/2010

Course Information

Section 001
T 19:30 - 22:00
EVC3 3158
Daniel Eichler

Office Hours

  • T
    6:30p - 7:30p
    Office hours: Tuesday, 6:30 PM 7:30 PM and by appointment

    Office location: 3228

Course Requirements


HAMG 1313




Fall 2010


Instructor: Dan Eichler

Tuesday – 7:30 PM – 10:00 PM

Office hours: Tuesday, 6:30 PM – 7:30 PM and by appointment

Office location: 3228


Work: 512-634-1754








Class Attendance


Students are required and expected to attend class, participate in class discussions, read the assigned materials, and complete assignments on time.  If you are more than ten minutes late, you will be counted as absent unless other arrangements have been made prior to the start of class, such as calling me at 512-634-1754.  Students arriving late are still encouraged to join the class and participate.  It’s your responsibility to make sure you are marked present.


If students are absent or late to class, it shall be their responsibility to make themselves aware of any and all class announcements, assignment instructions, date and/or classroom changes, course material covered in class, etc.


Valid Excuse - death in the family, injury or illness with a doctor’s excuse (absolutely no exceptions), injury or illness of family member that you care for (must be contacted prior to class).


Teaching and Course Administration


You will be required to read the assigned chapters, review the notes and links as well as research questions prior to a class period.  The class will include three teaching labs located at the Hilton Austin Downtown Hotel, Courtyard Austin South Hotel and Barton Creek Resort.


Make-Up Work

Valid Excuse/Make-Ups-death in the family, injury or illness with a doctors excuse (absolutely no exceptions), injury or illness of family member that you care for (must be contacted prior to class).  Make-up work is only given on a case by case basis. If a student is asked to leave class/lab due to misconduct or inappropriate dress, they will NOT be able to make the class up.





Dress Code


Professionalism is the signature of this degree, and is the expectation for performance and appearance.

 Students in our programs are required to wear a uniform for culinary laboratories and classes associated with those labs, and conservative business attire in non-culinary lab classes.  The faculties of the program expect a dress code consistent with industry standards.  Except for culinary labs, guest lectures, and other special events, a casual dress code is acceptable.  The casual dress code does not include ripped clothing, cutoffs, short or tight clothing, baseball caps, and clothing with obscene or offensive wording. Students must dress professionally while attending the labs at the offsite hotels.  Professional dress includes a pressed shirt, and slacks along with dress shoes for male students, and a dress or a professional shirt with a skirt or slacks for female students. Closed toes shoes. No sandals or flip-flops.  Keep in mind that YOU are representing Austin Community College.  If you do not adhere to this standard, you will be excused from the lab and not receive attendance credit for the class that day.



Religious Holidays


Any student missing quizzes, examinations, or any other external class work because of religious holidays shall be given an opportunity to make up missed work, as long as prior arrangements have been made.  It is the responsibility of the student to notify the instructor no later than the last day of late registration of his or her intention to participate in religious holidays.  This policy shall not apply in the event that administering a test imposes an undue hardship on the instructor or ACC that could not reasonably have been avoided.


Notice of Withdrawal


 Withdrawals-You will need to go to any ACC Admission’s & Records office and submit the paperwork.  Course withdrawals may occur at any time after the official reporting date of a semester and up to the established deadline for withdrawals in each semester. (The established deadline is listed in the course schedule and on the web.) Withdrawals from a course, after the add/drop period, result in a grade of “W” and may be affected through action taken by the student or the instructor’s immediate supervisor.  Students who wish to withdraw from specific courses should initiate withdrawal procedures with a campus Admissions & Records Office prior to the published deadline for withdrawals. Students who are not withdrawn as of the established deadline will receive a performance grade (A, B, C, D, or F). Students must present a picture I.D. to withdraw from the course.


Students are responsible for understanding the impact withdrawing from a course may have on their financial aid, veterans’ benefits, international student status, and academic standing.  Students are urged to consult with their instructor or an advisor before making schedule changes.


Per state law, students enrolling for the first time in Fall 2007 or later at any Texas college or university may not withdraw (receive a W) from more than six courses during their undergraduate college career. Some exemptions for good cause could allow a student to withdraw from a course without having it count toward this limit.  Students are encouraged to carefully select courses; contact an advisor or counselor for assistance.


Rule of Three or Third Course Attempt-Per state law, effective spring 2006 any student taking a class for the third time or more may be charged an additional $60 per credit hour(subject to change) unless exempted. We call it the Rule of Three or Third Course Attempt.


The Texas Higher Education Coordinating Board has mandated that all publicly funded higher-education institutions will not receive funding for courses a student takes for the third time or more. Without the state funding for those affected classes, ACC will charge additional tuition to pay for the cost of the class. The new “Third Course Attempt” tuition costs will not apply to developmental courses, Continuing Education courses, special-studies courses in which the content changes each time, or other select courses.


Students affected by this new policy should note the following:

·         This policy affects class enrollments beginning with the fall 2002 semester (Aug. 2002).

·         Financial aid may be used to cover the additional tuition charge.

·         If you are taking a class for the second time and are considering a third attempt in the future, consult with your instructor and/or advisor. ACC is here to help you succeed.

·         Appeals for waivers will be reviewed on a case-by-case basis by the relevant Dean of Student Services at each campus.


Incomplete Grades-The grade of “I” (for incomplete) may be given by an instructor for a course in which a student was unable to complete all of the objectives for the passing grade. A grade of “I” cannot be carried beyond the established date in the following semester or session. The completion date is determined by the instructor, but may not be later than two weeks prior to the end of the semester. The Department Chair will approve a change from “I” to a performance grade (A, B, C, D) for the course prior to deadline. Grades of “I” that are not resolved by the deadline will automatically be converted to a grade of “F.” In extreme cases, permission may be granted to carry an “I” grade for longer than the following semester or session deadline; this must have the approval of the Academic or Workforce Dean.

Grade Changes -ACC expects faculty members to use sound professional judgment in assigning grades. Instructors must be willing to discuss with a student the grade received and how the grade was determined. If a student believes an error has been made, the student must contact the instructor within six months and request a grade change. If the instructor does not believe the grade has been assigned in error and the instructor does not initiate the change, the student may request a College review of the disputed grade.

The Grade Change procedure is described in the College Catalog; faculty members should be familiar with the procedure, the documentation required, and the committee process. If a student requests a grade change, the faculty member must be able to provide the student with accurate information regarding options.

Minimal Grade Required for Completion of Certificate or Associates of Applied Science Degree


Beginning Fall 2010, to receive a certificate or associates of applied science degree in HAMG, MEEP, or TRVM a student must:”

 a) earn a grade of “C” or higher in all courses required to fulfill degree requirements, including general education courses, and b) meet Austin Community College’s general graduation requirements.



 Departmental Advising

All potential and current students must be advised in the Hospitality Management office in order to enroll in Hospitality Management, Meeting & Event Planning and Travel & Tourism courses. All courses need a granted petition and can only be granted after an advising session.

This occurs because the department wants to make sure that students are enrolling in the proper courses and graduating in a timely manner. If you are culinary students you will need to complete the forms provided by the culinary department.


An advising form will be distributed 3 to 4 weeks before departmental advising begins. A schedule of available appointments will be posted and students are responsible for signing up for an advising session. These appointments are on a first come, first serve basis. When arriving for your appointment, make sure the advising form is completed and that you have reviewed the course offerings on-line. The ACC on-line schedule is the most current, Make sure you come prepared or you will be asked to reschedule.


Students should advise in the fall semester for spring enrollment and in the spring for summer and fall enrollment.


Student Handbook

Web Link -

Students with Disabilities
Each ACC campus offers support services for students with documented physical or psychological disabilities. Students with disabilities can request reasonable accommodations through the Office for Students with Disabilities on the campus where they expect to take the majority of their classes. Students are encouraged to do these three weeks before the start of the semester. Procedures to complete this action can be found in the electronic version of the Student Handbook, or in print at any ACC Admissions & Records office. Students can visit the OSD website at If a situation arises during the semester please inform me.

Scholastic Dishonesty
Acts prohibited by the College for which discipline may be administered include scholastic dishonesty, including but not limited to cheating on an exam or quiz, plagiarizing, and unauthorized collaboration with another in preparing outside work. Academic work submitted by students shall be the result of their thought, research or self-expression. Academic work is defined as, but not limited to tests, quizzes, whether taken electronically or on paper; projects, either individual or group; classroom presentations, and homework". Additional information can be found in the electronic version of the Student Handbook, or in print at any ACC Admissions & Records office.



   Freedom of Expression

  • Each student is strongly encouraged to participate in class. In any classroom situation that includes discussion and critical thinking, there are bound to be many differing viewpoints. These differences enhance the learning experience and create an atmosphere where students and instructors alike will be encouraged to think and learn. On sensitive and volatile topics, students may sometimes disagree not only with each other but also with the instructor. It is expected that faculty and students will respect the views of others when expressed in classroom discussions.


Evaluation System

Midterm Evaluation                                                                                      100 points

Cumulative Final Exam                                                                                100 points

Learning Exercise (website paper/ class presentation)                                50 points

Learning Exercise (Incident in hotel)                                                          100 points

Lab Participation (Hilton, Barton Creek Resort, Courtyard)                  120 points

Total Points                                                                                                    470  points   


Lab Participation Grade is determined by the following:

Attendance is 25 points per date = 75 points

Review report is 15 points. Paper is due at the end of the class that immediately follows the lab= 45 points.

---The first lab is September 14th; the review report is due by the end of class on September 21st.

*If you do not attend the lab, you will NOT receive credit for the attendance portion as well as the review report credit, thus you would lose 40 points.

**To participate in the labs, you must be dressed in business casual attire and on time.  If you do not meet theses requirements, you will not be allowed to participate


Grading Break-Down


470 to 423 points = ‘A’ (excellent)

422 to 376 points = ‘B’ (good)

375 to 329 points = ‘C’ (fair)

328 and below- failing



Learning Resources

Required Texts and Materials


 This outline is subject to change.

If you have any questions please ask via phone, via e-mail or via my office hours.

Communication is extremely important.

All updates can be found on Blackboard at


Check-in check-out- Managing Hotel Operations-8th edition.  Gary K. Vallen, Jerome J. Vallen


To purchase on-line via ACC Bookstore to go the following web link- Students may purchase textbooks, software, and other materials. Make sure you are ordering the proper edition of the required text.


Reliable sources to purchase used textbooks:


Textbook rent textbooks sources for some of the programs courses:


Course Subjects




Required Reading


August 24

Introductions, Course Expectations, An Overview



August 31

 Chapter 1, - The traditional hotel industry  

pp –Chapter 1, Traditional hotel industry


Chapter 1




September 7

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


September 14




September 21

Chapter 4- Forecasting

Chapter 5- Global reservations technologies

pp-Chapter 4, Forecasting

pp- Chapter 5, global reservations technologies

Chapter 4,5


September 28

 Chapter 6- Individual reservations and group bookings

pp- Chapter 6- Individual reservations and group bookings

 Chapter 6


October 5

Test-Mid-term- chapters 1-6



October 12


Chapter  7 -Managing guest services

pp- Chapter 7- Managing guest services


 Chapter 7


October 19

Chapter 8-Arrival, registration, assignment and rooming

pp- Chapter 8- Arrival, registration, assignment and rooming

Chapter 8


October 26

Chapter 9- The role of the room rate

Chapter 10- Billing the guest folio

pp- Chapter 9- The role of the room rate

pp-Chapter 10- Billing the guest folio

 Chapter 9,10



November 2

Chapter 11-Credit and the city ledger

pp-Credit and the city ledger

website class presentation- ALL PAPERS DUE

Chapter 11


November 9

Chapter 12- Cash transactions

Chapter 13- The night audit

pp- Chapter 12- Cash transaction

pp-Chapter 13- The night audit

website class presentation

Chapter 12, 13


November 16





November 23

 Happy Thanksgiving

 Chapter 10


November 30

 Chapter 14- Hotel technology

pp-Hotel technology

pp-impact of the internet


“An incident in hotel management” paper due!

Chapter 14


 December 7


 Chapters 1-14



Student Learning Outcomes/Learning Objectives

Course Description


A study of the flow of activities and functions in today's lodging operation.   The front office and the sale of guest rooms is the lodging industry’s largest income producer and one of its most profitable operating departments.  The success of this critical department determines the success of the entire hotel.   This course will provide an overview of supporting departments, markets and agencies inside the hotel as well as outside.  


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