STANDARD COMPETENCIES:

 

 I.      Develop an organizational chart depicting the functional relationships among hotel departments and among sections within each department.

 II.     Develop an efficient communications system to operate within the front office and departments such as housekeeping and maintenance.

 III.    List job specifications and tailor job descriptions for specific front office positions.

 IV.     Construct an efficient reservation system which records crucial while avoiding problems in processing various types of reservations.

 V.      Construct a registration system that helps ensure a hotel`s profitability while meeting the needs of guests by using effective guestroom sales techniques and efficient credit establishment procedures.

 VI.     Meet the prior commitments of the hotel, while welcoming guests and assigning rooms.

 VII.    Explain the function and operation of basic front office equipment.

 VIII.   Follow basic hotel accounting procedures ranging from posting accounts to conducting cash and check transactions at the front desk.

 IX.     Explain and perform the steps involved in the night audit process.

 X       Develop and follow check-out and settlement procedures.

 XI.     Analyze relevant statistics and develop a forecasting procedure for a hotel/motel property.

 XII.    Develop procedures for handling complaints.

 TOPICAL OUTLINE:

 

 I.      The hotel: a systematic approach

 II.     The front office

 III.    Introduction of front office process

 IV.     Front office equipment

 V.      The reservation process

 VI.     Hotel information systems

 VII.    The registration process

 VIII.   The room status process

 IX.     The guest accounting process

 X       The night audit

 XI.     The check-out/settlement process

 XII.    Comparative front office management