Module Details

Module Code: HOSP7074
Title: Hotel Front Office Management
Long Title: Hotel Front Office Management
NFQ Level: Intermediate
Valid From: Semester 1 - 2023/24 ( September 2023 )
Duration: 1 Semester
Credits: 5
Field of Study: 8110 - Hospitality
Module Delivered in: 2 programme(s)
Module Description: This module is an examination of the nature, concepts and skills involved in the management of a Hotels Front Office Department in a Hospitality Enterprise.
 
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Apply and use a hospitality property management system.
LO2 Identify and explain best practice in the Hotels Front Office with an emphasis on current trends.
LO3 Describe the regulations around management and security of guests' personal data and GDPR compliance.
LO4 Discuss the role of revenue management concepts for Front Office sales.
LO5 Assess the use of smart phone technologies in enhancing guest services and efficient work practices.
LO6 Identify the importance of sustainable performance practices for the Hotel Office team.
Dependencies
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 MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
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
 
Indicative Content
Use a Hospitality Property Management System
Guest profiles, reservations, availability screens, cancellations, amendments, room allocations, group bookings, check-ins & check outs, guest folios and invoicing, processing payments - and understanding integrations to the PMS.
Managing Sales in Rooms Division
Understanding sales, hotel room rates, rate structures and building packages. Factors influencing purchase decisions, maximising revenue and occupancy, fundamentals of revenue management, knowledge of online Travel Agencies. Commission structures.
Legislation & GDPR
Policies for Safety and security in hotels, PCI compliance, legal obligations surrounding protection and management of guest data, hotels responsibility managing access and maintaining accurate guest records.
The Role of the Front Office Manager
Staffing considerations, policies & standard operating procedures for customer satisfaction, customer service and complaint handling, night audits.
Technology in the Front Office
Use of technology in the Front Office for efficient work practices, guest self-service opportunities through technology, mobile technology and applications and guest personalisation. Integrated PMS systems.
Customer Engagement and Professional Etiquette
Professionalism in presentation of self, importance of verbal and non-verbal communications at the front desk.
Module Content & Assessment
Assessment Breakdown%
Coursework100.00%

Assessments

Coursework
Assessment Type Practical/Skills Evaluation % of Total Mark 30
Timing Week 5 Learning Outcomes 1,3,4,5
Assessment Description
Assessment in Reservations and Management of Guest Data
Assessment Type Practical/Skills Evaluation % of Total Mark 30
Timing Week 10 Learning Outcomes 1,2,3,4
Assessment Description
Assessment in Registration and Billing
Assessment Type Short Answer Questions % of Total Mark 40
Timing Week 13 Learning Outcomes 2,3,4,5,6
Assessment Description
Hotel Front Office Theory
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 University reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lab Contact Front Office PMS Every Week 3.00 3
Lecture Contact Front Office Theory Every Week 1.00 1
Independent & Directed Learning (Non-contact) Non Contact Independent Study & Practice Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lab Contact Front Office PMS Every Week 3.00 3
Lecture Contact Front Office Theory Every Week 1.00 1
Independent & Directed Learning (Non-contact) Non Contact Independent Practice & Study Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
 
Module Resources
Recommended Book Resources
  • Woods, R, Ninemeier, J, Hayes, D. K & Austin . M, A.. (2013), Professional Front Office Management, 2nd. [ISBN: 9781292026985].
  • Vallen G., and Vallen. J.. (2017), Check-In Check-Out: Managing Hotel Operations, 10th. Pearson, p.512, [ISBN: 9780134303505].
Supplementary Book Resources
  • Yeoman, I. and McMahon-Beattie, U.. (2004), Revenue Management & Pricing, Thomson Learning, London, [ISBN: 1-84480-062-8].
This module does not have any article/paper resources
Other Resources
 
Module Delivered in
Programme Code Programme Semester Delivery
CR_OHMGT_8 Bachelor of Business (Honours) in Hospitality Management 4 Mandatory
CR_OHOMA_7 Bachelor of Business in Hospitality Management 4 Mandatory