Front Office Operations I

Description:

The Front Office Operations I module introduces students to the fundamental principles and functions of front office management in the hospitality industry. As the first point of contact for guests, the front office plays a critical role in customer service, reservations, check-in and check-out procedures, and overall guest satisfaction.

This module covers key areas such as front desk operations, communication skills, handling guest inquiries, managing reservations, and coordinating with other hotel departments. Students will also learn about basic hotel technology systems, including Property Management Systems (PMS) used for guest registration and billing.

Additionally, the module emphasizes professionalism, problem-solving, and guest relations, equipping learners with the skills needed to create a positive first impression and ensure smooth hotel operations.

By the end of this module, students will have a strong foundation in front office procedures, customer service excellence, and operational efficiency, preparing them for roles in hotels, resorts, and other hospitality establishments.

Course code: BLTH 2303

Course credit: 10

Pre-requisites: None

Academic year: 2024-2025

Lecturer: Josephine Gatsinzi

Course Objectives:

By the end of this module, learners should be able to:

  1. Understand the role and importance of the front office in the hospitality industry.
  2. Explain the key functions of front office operations, including reservations, check-in, check-out, and guest services.
  3. Demonstrate effective communication and customer service skills to enhance guest satisfaction.
  4. Identify different front office positions and their responsibilities within a hotel setting.
  5. Use basic hotel management software (PMS) for handling guest reservations, billing, and record-keeping.
  6. Apply standard procedures for handling guest complaints and special requests in a professional manner.
  7. Coordinate front office activities with other hotel departments such as housekeeping, food and beverage, and security.
  8. Understand financial aspects of front office operations, including room rates, payment processing, and revenue management.
  9. Practice proper telephone etiquette and email communication in handling guest inquiries and bookings.
  10. Develop problem-solving and decision-making skills to manage unexpected situations and ensure smooth front office operations.

This module provides a comprehensive foundation in front office management, preparing students for careers in hotels, resorts, and hospitality establishments.

Learning Outcomes:

•Having successfully completed the module, students should be able to demonstrate knowledge of:
•The key concepts used in front office operations
•Front office operations and management 
•Receiving, handling and taking care of visitors in a hotel from the time of arrival to departure.
•Taking bookings and reservations.
•Receiving, selling and allocating rooms.
•Handling receipts and payments.
•Carry out inter-department communications.
•use computers at the front office