TOUR6022 - Front Office Management

Module Details

Module Code: TOUR6022
Title: Front Office Management
Long Title: Front Office Management
NFQ Level: Fundamental
Valid From: Semester 1 - 2024/25 ( September 2024 )
Duration: 1 Semester
Credits: 5
Field of Study: 8120 - Tourism
Module Delivered in: no programmes
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:
# Learning Outcome Description
LO1 Perform reservation, registration and billing tasks using a Property Management System (PMS) with related theory.
LO2 Identify the role of the Front Office manager and best practices in the Front Office with sustainable practices.
LO3 Describe knowledge of the key functional areas of Front Office and explain security and safety including key legislation.
LO4 Discuss the role Front Office play in room sales, selling hotel services/facilities and revenue management.
LO5 Examine the use of technology and emerging technologies to improve guest services.
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
Property Management System (PMS) Skills
How to create reservations on a PMS, profiles of companies and guests, VIPs and guest history, use of availability screens, amending and cancelling bookings, allocating and moving rooms. Registration, check-in/out procedures. Managing guest folios, billing and payments, invoicing.
Rooms Sales, Revenue stream and Ancillary Selling
Making room sales, room rates and packages. Rate structures, average room rate (ARR), Rate Variances, revenue achieved, REVPAR and GOPAR. Maximising revenue and occupancy. Last-minute/Walk-in business. Understanding and knowledge of the Coach Tour Operators, Online Travel Agencies, own brand bookings. Cost involved in commissions. Upselling rooms and selling other products to guests across the hotel.
Front Office Safety, Security and Legislation
Policies for Safety and Security in hotels, PCI compliance, legal obligations surrounding protection and management of guest data GDPR, hotels responsibility managing access and maintaining accurate guest records. Guest lost property and dealing with general hotel security issues for guest safety.
The Role of the Front Office Manager
Managing the Front Office team, customer engagement and professional etiquette. Professionalism in presentation of self, the importance of verbal and non-verbal communications at the front desk. Use of policies and standard operating procedures for customer satisfaction, customer problems and complaints handling. Information on and co-ordination of guest services.
Technology in the Front Office Department
Use of technology in the Front Office department for efficient work practices, guest self-service opportunities through technology, mobile technology and applications and guest personalisation. Integrated PMS system.
Module Content & Assessment
Assessment Breakdown%
Coursework100.00%

Assessments

Coursework
Assessment Type Practical/Skills Evaluation % of Total Mark 30
Timing Week 5 Learning Outcomes 1
Assessment Description
Reservations - Skills Evaluation. Weekly submission of class work and Week 5 lab test.
Assessment Type Practical/Skills Evaluation % of Total Mark 30
Timing Week 10 Learning Outcomes 1,3,5
Assessment Description
Registration and Billing - Skills Evaluation. Weekly submission of class work and Week 10 lab test.
Assessment Type Short Answer Questions % of Total Mark 40
Timing Week 13 Learning Outcomes 1,2,3,4,5
Assessment Description
End Of Module Theory Assessment
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
Lecture Contact Front Office Theory Every Week 1.00 1
Lab Contact Operation of Hospitality PMS Every Week 2.00 2
Independent & Directed Learning (Non-contact) Non Contact Indepedent reading & learning Every Week 4.00 4
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Front Office Theory Every Week 1.00 1
Lab Contact Operation of Hospitality PMS Every Week 2.00 2
Independent & Directed Learning (Non-contact) Non Contact Indepedent reading & learning Every Week 4.00 4
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. Pearson Education Ltd, [ISBN: 978-013270671].
  • James A. Bardi. (2010), Hotel Front Office Management, 5th. Wiley, p.512, [ISBN: 978-0-470-63752-4].
Supplementary Book Resources
  • Jatashankar R. Tewari.. (2009), Hotel front office, 1st Ed. Oxford [Oxfordshire]; Oxford University Press, [ISBN: 9780195699197].
  • Sue Baker,Pam Bradley,Jeremy Huyton. (2001), Principles of Hotel Front Office Operations, 2nd. Cengage Learning Business Press, p.325, [ISBN: 1844800903].
This module does not have any article/paper resources
Other Resources