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Introduction to front-office operations 8
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The organization structure of rooms divisionLecture1.1
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Front of house departmentsLecture1.2
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Roles and responsibilities of front of house staffLecture1.3
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The guest cycleLecture1.4
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Property management systemsLecture1.5
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Liaison with other departmentsLecture1.6
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Different types of hotelsLecture1.7
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Quiz 10 questionsQuiz1.1
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Reservation procedures 8
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Recording reservations – the information needed when receiving a requestLecture2.1
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Guaranteeing reservations, advance deposits and pre-paymentsLecture2.2
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International terms for rooms and bed typesLecture2.3
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Confirmation procedures, deposits and guaranteed arrivalsLecture2.4
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Reservation status, release times. Cancellation proceduresLecture2.5
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Handling corporate and group reservationsLecture2.6
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Reservations from other sourcesLecture2.7
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Quiz 10 questionsQuiz2.1
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Check-in procedures 6
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Procedures for receiving and checking in guestsLecture3.1
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Monitoring room statusLecture3.2
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Chance arrivals. Non-arrivals.Lecture3.3
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Group check inLecture3.4
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VIP and guests with special requirementsLecture3.5
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Quiz 10 questionsQuiz3.1
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Check-out procedures 4
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Checking-out guestsLecture4.1
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Preparing and presenting guest billsLecture4.2
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Payment proceduresLecture4.3
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Other cash transactionsLecture4.4
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Guest accounting 4
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Front office accountingLecture5.1
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Cash floatsLecture5.2
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Night auditLecture5.3
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Credit controlLecture5.4
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Yield management, statistics and reports 5
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Yield managementLecture6.1
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Guest statisticsLecture6.2
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Front office reportsLecture6.3
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Operational reportsLecture6.4
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Guest history informationLecture6.5
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Security and safety responsibilities 6
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IntroductionLecture7.1
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Health and safety aspects of hotelsLecture7.2
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Security aspects of hotelsLecture7.3
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Data and privacy protectionLecture7.4
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Managing safety deposit boxesLecture7.5
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Protection of guest belongingsLecture7.6
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Interpersonal and selling skills 6
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The importance of Front Office roles in ‘selling’ the hotelLecture8.1
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The hotel ‘product’Lecture8.2
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Personal and social skills for Front Office rolesLecture8.3
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Selling skills and techniquesLecture8.4
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Handling guest problems, feedback and complaintsLecture8.5
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Staff development and managementLecture8.6
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