The
information needed when receiving a request Use of international terms for
rooms and bed types Packages offered by hotels and the range of terms used to
describe them
Methods
used to record bookings such as diaries, conventional charts, density charts,
stop-go charts and computers Yield management and overbooking
Confirmation
procedures, deposits and guarantees and cancellation procedures
Reservation
status, release times, guaranteed arrivals
Group
reservations
Check-in
Procedures Registers, registration cards
Booking
out / walking a guest
Chance
arrivals.
Key
cards and keys, both mechanical and electronic Room status records and room
allocation. Bedroom book, room status boards, computers. Group check in
3 Electronic Booking
Systems
Systems
such as Fidelio, which provides hardware and software supporting point-of- sale
systems. Notifications and Records Concerns the Arrivals list, Departures list,
Room list, Function list, Wake up calls and papers and Guest history records Guest
Accounting Payment procedures, cash / non cash payment, accepting different
methods of payment, recording deposits, prepayment and refunds, processing
visitors paid outs (VPO’s), disbursements, petty cash, establishing credit
worthiness Banking procedures, reconciling / checking floats, completing
banking documentation, security for cash / non-cash payments and transfer to
bank Payment Methods Cash and foreign currency / exchange Cheque such as the
travellers cheque Credit cards which include charge card and debit card
Vouchers Ledger accounts Advance deposits and pre-payments, Refunds Statistics
and Reports Occupancy rates including double, sleeper, average room rate,
revenue achieved, REVPAR and GOPPAR Guest statistics including length of stay,
origin, average expenditure, source of bookings Selling Methods used by Front
Office Staff
Benefits
to organisation, increased occupancy, repeat business, brand loyalty, customer
loyalty, new business, increased market share, keeping within budget, resources
and support, staff training Selling techniques, product knowledge,
communication skills upselling, selling other services, using sales leads,
repeat sales, referred sales, maximum occupancy and room revenue Procedures,
enquires, reservation, status, cancellations, amendments, records and
documentation, room allocation, overbooking, releasing rooms, deposits, paying
commission. Front Office Operations DHM
122 4
Assessment:
This module will be assessed via a 2 ½ hour examination, set and marked by
CTHCM. The examination will cover the whole of the assessment criteria in this
unit and will take the form of 10 x 2 mark questions and 5 x 4 mark questions
in section A (40 marks), Section B will comprise of 5 x 20 mark questions of
which candidates must select and answer three (60 marks). CTHCM is a
London-based body and the syllabus content will in general reflect this. Any
legislation and codes of practice will reflect the international nature of the
industry and will not be country specific. Local centers may find it
advantageous to add local legislation or practice to their teaching but they
should be aware that the CTHCM examination will not assess this local
knowledge. Further Guidance Recommended contact hours: 45 Credits: 10 Delivery
Strategies This module covers the theory of Front Office Operations but
wherever possible this should be related to practical situations to reflect the
nature of the commercial work environs. Visits to a range of hotels and
businesses that operate a front office are essential to allow students to see
the application of the theory into practice. Visiting speakers would also be
beneficial. Industry representatives such as Front Office Managers, Rooms
Division Managers and employees of Front Office will all assist in
contextualizing the classroom based learning.
Recommended
Prior Learning:
There
is no required prior learning however students must have completed formal
education to 18 years old or equivalent and an interest in Front Office
Operations and
Customer Service is essential. Resources It is strongly recommended that visits
to organisations within the hospitality industry are undertaken to experience
Front Office Operations first hand. It is highly desirable to organise a
programme of guest speakers to add currency and vocational relevance. There is
also great value in including the software of a Front Office package such as
Fidelio to give students training which reflects the work environment.SUMIT MANWAL