NVCC COLLEGE-WIDE COURSE CONTENT SUMMARY
HRI 265 - HOTEL FRONT OFFICE OPERATIONS (3 CR.)

COURSE DESCRIPTION

Analyzes hotel front office positions and the procedures involved in reservation registration, accounting for and checking out guests, and principles and practices of night auditing. Covers the complete guest operation in both traditional and computerized operations. Lecture 3 hours per week.

GENERAL COURSE PURPOSE

The general goal is to prepare the student to assume a supervisory or managerial role in the front office of a hotel. To attain this goal, the student will demonstrate his ability and understanding of the following:

    1. to analyze all aspects of the rooming process, including the human aspect, physical plant and paper procedures
    2. to solve complex problems of the front office operation with poise and confidence
    3. to understand how to generate the appropriate front office reports and comprehend their importance to the hotel
    4. to apply the principles of a hotel’s transcript
    5. to develop an adequate professional vocabulary
Hotel Front Office Operations is a one semester, three-credit course. It is required of all students pursuing the Hotel Management Specialization for both the Associate in Applied Science Degree or Certificate in Hospitality Management.

ENTRY LEVEL COMPETENCIES

None

COURSE OBJECTIVES/MAJOR TOPICS COVERED

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

    1. identify the various classifications of the hotel industry
    2. differentiate between the American, European, MAP, and Continental Plans
    3. inventory the duties of the room clerk
    4. describe the procedures involved in processing a room reservation request
    5. describe the registration procedure
    6. research current industry front office practices and analyze their guest service
    7. calculate and understand industry measurements –RevPar, ADR, and Occupancy
    8. discuss and utilize Yield Management practices
    9. review the fundamentals of establishing and evaluating room rates
    10. recall situations that can alter the assignment procedure
    11. distinguish between "transient guest ledgers", and "city ledger" accounts receivable
    12. discuss the various elements of the folio
    13. identify the different sources of charges and credits to the transient ledger
    14. relate cash transactions to accounting procedures
    15. explain credit procedures relating to walk-ins, reservations, office procedures, check cashing, and credit cards
    16. describe the duties and responsibilities of the night auditor
    17. know the basic steps in the audit process
    18. use the balancing formula for the transcript in both manual and computerized systems
Revised 9/00
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