Course Information
Course Name: Front Office Operations II
Course Code: BLTH 3404
Programme: Bachelor of Hospitality and Tourism Management
Academic Year: 2025–2026
Course Lecturer: ____________________
Credits: 15
Year III, Semester II
Delivery Mode: Face-to-face lectures, practical sessions, hotel laboratory exercises, industrial visits, and Moodle support
Course Overview
This course builds on the knowledge and skills acquired in Front Office Operations I by providing advanced training in front office management and hotel guest service operations. It focuses on front office supervision, reservation systems, revenue management, night auditing, guest accounting, concierge services, complaint handling, communication, leadership, and the use of property management systems (PMS). The course also examines customer relationship management, service quality, interdepartmental coordination, and emerging technologies in front office operations. Emphasis is placed on professionalism, operational efficiency, and delivering exceptional guest experiences in hospitality establishments.
Learning Objectives
- Understand advanced principles of front office operations and management.
- Develop supervisory and leadership skills in front office departments.
- Apply reservation systems, guest accounting, and property management systems (PMS).
- Enhance customer service and complaint-handling skills.
- Understand revenue management and quality service standards in hotel operations.
Learning Outcomes
By the end of the course, learners will be able to:
- Explain advanced front office operations and management practices.
- Demonstrate effective use of reservation and property management systems.
- Perform guest registration, room allocation, billing, and checkout procedures efficiently.
- Apply revenue management principles to maximize hotel occupancy and profitability.
- Supervise front office staff and coordinate activities with other hotel departments.
- Handle guest complaints professionally and implement effective service recovery strategies.
- Evaluate front office performance and recommend improvements to enhance guest satisfaction.
Prerequisites
- Front Office Operations I
- Basic English Communication Skills
Learning Resources
- Lecture notes and handouts
- Front Office Operations textbooks
- Hotel standard operating procedures (SOPs)
- Property Management System (PMS) software manuals
- Hospitality industry case studies
- Videos on front office operations and guest service
- Online hospitality journals and articles
Learning Activities
- Interactive lectures
- Front office practical sessions
- Hotel reception simulations
- Case studies and group discussions
- Role plays on guest handling and complaint resolution
- Educational visits to hotels
- Practical demonstrations using PMS software
- Assignments and presentations
Assessment Methods
- Assignments
- Quizzes
- Continuous Assessment Tests (CATs)
- Midterm Examination
- Final Examination
Course Duration
15 Weeks
Lecturer Information
Name: ____________________
- Teacher: Stella INGABIRE
Course Information
Course Name: Biodiversity and Environmental Pollution
Course Code: BLTH 3204
Programme: Bachelor of Hospitality and Tourism Management
Academic Year: 2025–2026
Course Lecturer: ____________________
Credits: 15
Year III, Semester II
Delivery Mode: Face-to-face lectures, laboratory and field practicals, educational field visits, seminars, and Moodle support
Course Overview
This course introduces learners to the concepts of biodiversity, environmental conservation, and pollution management, with emphasis on their importance to sustainable tourism and hospitality development. It examines the diversity of ecosystems, species, and genetic resources, the causes and effects of biodiversity loss, and strategies for conservation. The course also explores environmental pollution, including air, water, soil, noise, and solid waste pollution, their impacts on ecosystems and human health, and methods of prevention and control. Students will develop an understanding of environmental policies, climate change, environmental impact assessment, and sustainable resource management to promote responsible tourism and environmental stewardship.
Learning Objectives
- Understand the concepts and importance of biodiversity and environmental conservation.
- Identify the different types, causes, and effects of environmental pollution.
- Apply principles of biodiversity conservation and environmental protection.
- Develop knowledge of sustainable environmental management practices.
- Understand the relationship between biodiversity, environmental quality, tourism, and sustainable development.
Learning Outcomes
By the end of the course, learners will be able to:
- Explain the concepts and significance of biodiversity and environmental pollution.
- Describe the different levels of biodiversity and the threats affecting ecosystems.
- Identify the major sources and impacts of environmental pollution.
- Apply biodiversity conservation strategies and pollution control measures.
- Analyze environmental challenges affecting tourism and hospitality industries.
- Evaluate environmental policies, legislation, and sustainable development initiatives.
- Recommend practical solutions for conserving biodiversity and reducing environmental pollution.
Prerequisites
- Introduction to Hospitality and Tourism
- Basic Environmental Science
- Basic English Communication Skills
Learning Resources
- Lecture notes and handouts
- Biodiversity and Environmental Science textbooks
- Environmental management manuals
- Case studies on conservation and pollution control
- Videos and documentaries on biodiversity and environmental issues
- Online environmental journals and research articles
- Government and international environmental reports
Learning Activities
- Interactive lectures
- Group discussions and case studies
- Laboratory demonstrations
- Environmental impact assessment exercises
- Educational field visits to national parks, wetlands, and conservation areas
- Practical environmental monitoring activities
- Group projects
- Assignments and presentations
Assessment Methods
- Assignments
- Quizzes
- Continuous Assessment Tests (CATs)
- Midterm Examination
- Final Examination
Course Duration
15 Weeks
Lecturer Information
Name: ____________________
Email: ____________________
- Teacher: content creator