Objectives:
At the completion of this course, students should be able to:
1. Classify hotels in terms of their ownership, affiliation, and levels of service.
2. Describe how hotels are organized and explain how functional areas within hotels are classified.
3. Summarize front office operations during the four stages of the guest cycle.
4. Discuss the sales dimension of the reservations process and identify the tools managers use to track and control
reservations.
5. List the seven steps of the registration process and discuss creative registration options.
6. Identify typical service requests that guests make at the frontdesk.
7. Explain important issues in developing and managing a hotel security program.
8. Describe the process of creating and maintaining front office accounts.
9. Identify functions and procedures related to the check-out and account settlement process.
10. Discuss typical cleaning responsibilities of the housekeeping department.
11. Summarize the steps in the front office auditprocess.
12. Apply the ratios and formulas managers use to forecast room availability.
13. Explain the concept of revenue management and discuss how managers can maximize revenue by using
forecast information in capacity management, discount allocation, and duration control.
14. Identify the steps in effective hiring andorientation
