HOSP6072 - Front Office Operations

Module Details

Module Code: HOSP6072
Title: Front Office Operations
Long Title: Front Office Operations
NFQ Level: Fundamental
Valid From: Semester 1 - 2017/18 ( September 2017 )
Duration: 1 Semester
Credits: 5
Field of Study: 8110 - Hospitality
Module Delivered in: 1 programme(s)
Module Description: This module aims to develop the student's understanding of the Front Office Operations of a hotel and the relevant components surrounding it.

It introduces the systems, procedures and equipment used to manage and sell hotel accommodation, thereby providing students with the knowledge, skills and competencies required to work at an operational level within the rooms division area of a hotel.
 
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Describe and apply appropriate customer care and personal presentation procedures within front office operations.
LO2 Create guest profiles and reservations using a Property Management System (PMS)
LO3 Review the importance of communication with other sections within the hotel operation.
LO4 Outline the principles of revenue and financial control as they apply to the front office department.
LO5 Explain the law relating to the front office department operations.
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
Customer Care and Orientation
Front Office: personal presentation. Customer expectation and orientation.
Pre-Arrival Reservations
The guest cycle. Role of GDS/central reservations. Individual reservations. Reservation status, release and cancellation. Advance deposit, pre payment and guaranteeing,
Role of the Front Office Department within the Organisation
Stucture and contribution of the front office department. Role of interdepartmental communication. Rooming lists and packages. Occupancy forecasts. Departmental revenue reports. Security and control sytems.
Sales
Product knowledge. Concepts of yield management. Maximising sales opportunities and upselling.
Legal Applications
Relevant elements of the following: Hotel Proprietors Act, Consumer Information Act, Data Protection Act, Sales of Goods and Supply of Services Act, Occupiers Liability Act, Aliens Order Act.
Module Content & Assessment
Assessment Breakdown%
Coursework100.00%

Assessments

Coursework
Assessment Type Practical/Skills Evaluation % of Total Mark 60
Timing Week 6 Learning Outcomes 1,2,3,4,5
Assessment Description
Evaluation of reservation skills
Assessment Type Short Answer Questions % of Total Mark 40
Timing Sem End Learning Outcomes 1,2,3,4,5
Assessment Description
In-class test examining the theoretical components of the module.
No End of Module Formal Examination
Reassessment Requirement
Repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.

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
Lecture Contact Theoretical Instruction Every Week 2.00 2
Lab Contact Practical Development of Skills Every Week 2.00 2
Independent & Directed Learning (Non-contact) Non Contact Student Self-Directed Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
This module has no Part Time workload.
 
Module Resources
Recommended Book Resources
  • Tewari.. Hotel Front Office : Operations and Management, 2nd Ed.. Oxford [Oxfordshire]; Oxford University Press, [ISBN: 9780199464692].
Supplementary Book Resources
  • James A. Bardi. (2006), Front Office Management, 5th Ed. Wiley & Sons, [ISBN: 9780470911785].
This module does not have any article/paper resources
Other Resources
 
Module Delivered in
Programme Code Programme Semester Delivery
CR_OHOST_6 Higher Certificate in Arts in Hospitality Studies 3 Mandatory