Syllabus
|
Course Code: CC-BHMCT-7 Course Name: A) Front Office Operations – II (Theory) |
||
| MODULE NO / UNIT | COURSE SYLLABUS CONTENTS OF MODULE | NOTES |
|---|---|---|
| 1 | Basic Front Office Operations: Front desk operations & functions, Equipment used at front office, knowledge of basic hotel facilities. Lobby: Description and layout, Role of lobby manager and Guest relationship executive, Common complaint/ problem/ situations handling, handling VIPs, Uniform services provided by a hotel. |
|
| 2 | Reservation: Concept, importance, modes, types, channels, Sources, reservation form, Procedure of taking reservation and reservation confirmation, Overbooking, amendments and cancellations. Group Reservation: Sources, types of groups, issues in handling groups. | |
| 3 | The Guest Stay with Hotel: Registration: concept, procedure, Registration form and C Form, Method of payment, Issuing the room key, No Shows, Rooming of Guests, Message Handling, Dealing with Guests Requests and Complaints, Change of room, Fulfilling special requests. Travel Desk and Concierge: functions; paging, foreign currency handling, Room selling techniques, Communicating with guests. |
|
| 4 | Keys and key control: Types of keys, handling guestroom keys and its control, Handling Guestroom safe box. The Guest Departure and Post Departure Services at Front Desk: The guest accounting, the guest ledgers, city ledger, front office cash sheet, paid out, over and shorts, settlement of bills, credit card handling, handling vouchers. Express check out, early and late check outs, group departures, Post departure; message and left luggage handling procedure, post departure courtesy services. |
|
