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TOUR6022 - Front Office Management

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Title:Front Office Management
Long Title:Front Office Management
Module Code:TOUR6022
 
Credits: 5
NFQ Level:Fundamental
Field of Study: Tourism
Valid From: Semester 1 - 2018/19 ( September 2018 )
Module Delivered in 2 programme(s)
Module Coordinator: Noel Murray
Module Author: MARY FORDE
Module Description: On completion of this module the learner will be able to explain the importance of the Front Office functions and describe the activities of the reservations, reception and cashier departments. Learners will explain the role the Front Office plays in selling hotel services, facilities and the duty of care to customers. Learners will analyse guest accounting processes and review the use of yield management, statistics and reports within the Front Office Department.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Outline appropriate customer care, communication and personal presentation procedures within Front Office.
LO2 Perform reservation, registration and billing tasks using a Property Management System (PMS) with related theory.
LO3 Describe knowledge of the key functional areas of Front Office and explain security and safety including key legislation.
LO4 Explain the role Front Office plays in selling hotel services and facilities.
LO5 Analyse guest accounting processes and review the use of yield management, statistics and reports within Front Office.
Pre-requisite learning
Module Recommendations
This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named CIT module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
No recommendations listed
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.

No requirements listed
Co-requisites
No Co Requisites listed
 

Module Content & Assessment

Indicative Content
Front Offices Procedures, Communication and Customer Care
Information on guest services, co-ordinate guest services. Deal with guests' problems and complaints. Features of communications services to guests. Job specification.
Property Management System Skills
Guests' profile, VIPs and guest history. Reservations, cancellations, amendments, messages, traces, shares and room status. Check-in procedures. Registration, rooms allocation, room move. Maintain guest folios, post to folios, credit control and tracking transactions. Check-out procedures, settlement and payment.
Front Office Functional Areas, Safety & Security and Key Legislation
Security aspects of the hotel.The Data Protection Act and the duty to protect guests' personal information. Energy Management Systems and electronic keys. The Hotel Proprietors Act. Emergency procedures.
Selling Hotel Services and Facilities
The hotel product. Ancillary products.
Yield Management. Forecasting and Statistical Data
Maximising occupancy and room revenue. Rates, average room rate, rate variances, revenue achieved. REPAR and GOPAR.
Assessment Breakdown%
Course Work100.00%
Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Practical/Skills Evaluation Reservations - Skills Evaluation 2 25.0 Week 5
Practical/Skills Evaluation Registration and Billing - Skills Evaluation 2,3,5 25.0 Week 10
Short Answer Questions End Of Module Theory Assessment 1,2,3,4,5 50.0 Week 13
No End of Module Formal Examination
Reassessment Requirement
Coursework Only
This module is reassessed solely on the basis of re-submitted coursework. There is no repeat written examination.

The institute reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Front Office Theory 1.0 Every Week 1.00
Lab Operation of Hospitality PMS 2.0 Every Week 2.00
Independent & Directed Learning (Non-contact) Indepedent reading & learning 4.0 Every Week 4.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Front Office Theory 1.0 Every Week 1.00
Lab Operation of Hospitality PMS 2.0 Every Week 2.00
Independent & Directed Learning (Non-contact) Indepedent reading & learning 4.0 Every Week 4.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
 

Module Resources

Recommended Book Resources
  • Gary K. Vallen, Jerome J. Vallen 2013, Check-in Check-Out: Managing Hotel Operations, 9th Ed Ed., Pearson Education Ltd [ISBN: 978-013270671]
Supplementary Book Resources
  • Bardi, James, A. 2006, Front Office Management, 5th Ed Ed., Wiley & Sons. [ISBN: 978-047063752]
  • Jatashankar R. Tewari. 2009, Hotel front office, 1st Ed Ed., Oxford [Oxfordshire]; Oxford University Press [ISBN: 9780195699197]
This module does not have any article/paper resources
Other Resources
 

Module Delivered in

Programme Code Programme Semester Delivery
CR_FTRSM_8 Bachelor of Business (Honours) in Tourism Management 3 Mandatory
CR_FTOUR_7 Bachelor of Business in Tourism Management 3 Mandatory

Cork Institute of Technology
Rossa Avenue, Bishopstown, Cork

Tel: 021-4326100     Fax: 021-4545343
Email: help@cit.edu.ie