Front Office Management (LOD211)
Vietnamese title: Quản lý tiền sảnh, lễ tân
Credits: 3
Prerequisites: HMO101 or HMO102

Description:
This course consists of the study of hotel front office procedures, with the primary focus is the front office, housekeeping, reservations, and night audit departments. Other departments are discussed to provide and understanding of how these departments relate to the front office and how they operate to enhance the guest experience. The course gives students a real world understanding of the hotel industry balancing its past, present and future. It reveals the inner workings of a hotel in a way that both promotes learning and interest for the students, preparing them for what to expect in the current and future hotel market.
-Description:The course focuses on the front office, housekeeping, F&B and how they relate to each other in order to provide excellent service to customers. Other departments are also explained to provide a full understanding of the organization of a hotel. Students are to practice their analyzing and problem solving skills with up-to-date real life example and current trends.
-Teaching method: lecture, discussion, demonstration, roleplay, project based learning, group work
- Facility and equipment requirement : Depending on the training condition of each campus, the course will be implemented in school lab designed up to 4-5* hotel standard, real hotel or other places, which fully met with requirements.

3) Completion Criteria:
Every on-going assessment component > 0; Final Result >=5 & Final Exam Score >= 4

Learning outcomes:
Demonstrate highly professional attitude and discipline to the team, instructor and school regulation.
Explain the development of the lodging industry, the, definition of green hotels and the relation among department in the hotel divisions.
Describe the functions and operation of the various tasks, systems, forms, equipment and types of reservation used in the front office.
Illustrate the registration, selling, denying accommodation process and guestroom sales techniques that helps ensure a hotel's profitability.
Develop an efficient communication skill and security program in front office department to meet guest satisfaction and to resolve with guest complaints.
Understand and compute all transaction and the key formula for measuring hotel revenue that help to built hotel strategies for profit driven purposes
Demonstrate how rooms are asigned to housekeepers, housekeeping standards, check-out and settlement procedures
Explain the front office audit functions and process
Develop the management functions such as forecasting,evaluate the efficiency of front office operations and human resources management

Student tasks:
Class attendance is strongly encouraged. Attend at least 80% of class hours in order to be accepted to the final examination
- Actively participate in class activities
- Fulfill tasks given by instructor after class
- Use their own laptop in class only for learning purpose
- Read the textbook in advance
- Access the course website (http://flm.fpt.edu.vn) for up-to-date information and material of the course, for online supports from teachers and other students and for practicing and assessment.

Tools:
Internet access

Materials:
description: Managing Front Office Operations, Tenth Edition
author: Michael L. Kasavana, Ph.D
publisher: Educational Institute of the American Hotel Motel Assoc.
published_date: 2017
edition: 10th
description: '- PowerPoint Slides
description: '- Instructor's Guide (pdf)
description: - Test bank (Test gen and Doc. file)
description: VTOS - Food and Beverage service
author: Vietnam Tourism Operational standard
published_date: 2015
description: VTOS - Housekeeping
author: Vietnam Tourism Operational standard
published_date: 2015
description: VTOS -Front office
author: Vietnam Tourism Operational standard
published_date: 2015
description: Course Material "Managing Front Office Operations
author: Michael L. Kasavana, Ph.D

Assessments:
category: Group assignment
type: on-going
weight: 30.0
duration: 20-30' presentation in class
question_type: All Los
no_question: Presentation and written report
knowledge_and_skill: Maximum length of the group assignment should be 10 pages maximum excluding appendices
grading_guide: Based on topics of studied units
note: Presentation in class and submission via email or anycourse supporting platfrom
category: Participation
type: on-going
weight: 10.0
duration: During the semestre
question_type: LO1
note: Student Evaluation Criteria:
-Learning Attitude & Participation: Actively engages in class discussions and activities.
-Attendance & Submission: Attends classes regularly and submits assignments on time.
-Collaboration: Supports classmates and demonstrates good teamwork.
-Preparation for Flipped Classroom: Prepares lesson content with the help of AI before class and demonstrates understanding of the material.
category: Quizzes (3)
type: on-going
weight: 30.0
duration: 45 in class
question_type: Quiz 1: LO1-LO4
Quiz 2: LO1,LO5,LO6,LO7
Quiz 3: LO1,LO7,LO8,LO9
no_question: Multiple choices, short answer question, short essay.
knowledge_and_skill: 15-30 MC questions AND/OR 2-3 short answer questions and short essays
grading_guide: Quiz 1: chapter 1-5
Quiz 2: chapter 6,7,8,10,13
Quiz 3: chapter 9,11,12,14
note: Review questions of the previously-studied topics.
category: Final exam
type: Final exam
weight: 30.0
duration: 60'
question_type: All Los
no_question: Multiple choices
Marked by Computer
knowledge_and_skill: 50
grading_guide: Chapter 1-14
note: On Lab

Schedule:
session: -Course Introduction
-Introduction to AI Integration in the course
-Chapter 1- The Hospitality Industry
Classifying Hotels
Classifying Guests
learning_outcomes: ITU
materials: LOD211
session: Chapter 1- The Hospitality Industry
Classifying Guests
Buying Influences on Travelers
The Green Hotel
learning_outcomes: I
T
U
materials: LOD211
session: Chapter 2 - Hotel Organization
Organizational Missions
Hotel Organization
Front Office Operations
learning_outcomes: I
T
U
session: Chapter 2 - Hotel Organization
Organizational Missions
Hotel Organization
Front Office Operations
learning_outcomes: I
T
U
session: Chapter 3 - Front Office Operations
The Guest Cycle
Front Office Systems
Front Office Documents
The Front Desk
learning_outcomes: I
T
U
session: Chapter 3 - Front Office Operations
The Guest Cycle
Front Office Systems
Front Office Documents
The Front Desk
learning_outcomes: I
T
U
session: Chapter 3 - Front Office Operations
Telecommunications
Property Management Systems
Mobile Services
learning_outcomes: I
T
U
session: Chapter 3 - Front Office Operations
Telecommunications
Property Management Systems
Mobile Services
learning_outcomes: I
T
U
session: Chapter 4 - Reservations
Reservations and Sales
Types of Reservations
Reservation Inquiries
Group Reservations
learning_outcomes: I
T
U
session: Chapter 4 - Reservations
Reservations and Sales
Types of Reservations
Reservation Inquiries
Group Reservations
learning_outcomes: I
T
U
session: Chapter 4 - Reservations
Reservations Availability
Reservation Records
Reservation Confirmation/Cancellation
Reservation Reports.
Other Reservation Considerations
learning_outcomes: I
T
U
session: Chapter 4 - Reservations
Reservations Availability
Reservation Records
Reservation Confirmation/Cancellation
Reservation Reports.
Other Reservation Considerations
learning_outcomes: I
T
U
session: Chapter 5 - Registration
The Registration Process
Creative Registration Options
Selling the Guestroom
Denying Accommodations
Group assignment instructions
learning_outcomes: I
T
U
session: Chapter 5 - Registration
The Registration Process
Creative Registration Options
Selling the Guestroom
Denying Accommodations
Group assignment instructions
learning_outcomes: I
T
U
session: Chapter 5 - Registration
The Registration Process
Creative Registration Options
Selling the Guestroom
Denying Accommodations
Group assignment instructions
learning_outcomes: I
T
U
session: Quiz 1
learning_outcomes: U
session: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
learning_outcomes: I
T
U
session: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
learning_outcomes: I
T
U
session: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
learning_outcomes: I
T
U
session: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
learning_outcomes: I
T
U
session: Chapter 7 - Security and the Lodging Industry
Developing the Security Program
Management’s Role in Security
Setting Up the Security Program
Security and the Law
learning_outcomes: I
T
U
session: Chapter 7 - Security and the Lodging Industry
Developing the Security Program
Management’s Role in Security
Setting Up the Security Program
Security and the Law
learning_outcomes: I
T
U
session: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
learning_outcomes: I
T
U
session: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
learning_outcomes: I
T
U
session: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
learning_outcomes: I
T
U
session: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
learning_outcomes: I
T
U
session: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
learning_outcomes: I
T
U
session: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
learning_outcomes: I
T
U
session: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
learning_outcomes: I
T
U
session: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
learning_outcomes: I
T
U
session: Chapter 10- The Role of Housekeeping in Hospitality Operations
Communicating Room Status
Housekeeping and Maintenance
Identifying Housekeeping’s Responsibilities.
Group assignment Checkpoint
learning_outcomes: I
T
U
session: Chapter 10- The Role of Housekeeping in Hospitality Operations
Communicating Room Status
Housekeeping and Maintenance
Identifying Housekeeping’s Responsibilities.
Group assignment Checkpoint
learning_outcomes: I
T
U
session: Chapter 10- The Role of Housekeeping in Hospitality Operations
Communicating Room Status
Housekeeping and Maintenance
Identifying Housekeeping’s Responsibilities.
Group assignment Checkpoint
learning_outcomes: I
T
U
session: Quiz 2
learning_outcomes: I
T
U
session: Chapter 09 -Check-Out and Account Settlement
The Check-Out and Settlement Process
Departure Procedures
Check-Out Options
Unpaid Account Balances
Account Collection
Front Office Records
learning_outcomes: I
T
U
session: Chapter 09 -Check-Out and Account Settlement
The Check-Out and Settlement Process
Departure Procedures
Check-Out Options
Unpaid Account Balances
Account Collection
Front Office Records
learning_outcomes: I
T
U
session: Chapter 09 -Check-Out and Account Settlement
The Check-Out and Settlement Process
Departure Procedures
Check-Out Options
Unpaid Account Balances
Account Collection
Front Office Records
learning_outcomes: I
T
U
session: Chapter 09 -Check-Out and Account Settlement
The Check-Out and Settlement Process
Departure Procedures
Check-Out Options
Unpaid Account Balances
Account Collection
Front Office Records
learning_outcomes: I
T
U
session: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
learning_outcomes: I
T
U
session: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
learning_outcomes: I
T
U
session: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
learning_outcomes: I
T
U
session: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
learning_outcomes: I
T
U
session: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
learning_outcomes: I
T
U
session: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
learning_outcomes: I
T
U
session: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
learning_outcomes: I
T
U
session: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
learning_outcomes: I
T
U
session: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
learning_outcomes: I
T
U
session: Group asigment checkpoint
learning_outcomes: I
T
U
session: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
learning_outcomes: I
T
U
session: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
learning_outcomes: I
T
U
session: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
learning_outcomes: I
T
U
session: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
learning_outcomes: I
T
U
session: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
learning_outcomes: I
T
U
session: Quiz 3
learning_outcomes: U
session: Review all chapter
learning_outcomes: I
T
U
session: Review all chapter
learning_outcomes: I
T
U
session: GROUP PRESENTATION
learning_outcomes: U
session: GROUP PRESENTATION
learning_outcomes: U
session: GROUP PRESENTATION
learning_outcomes: U
session: GROUP PRESENTATION
learning_outcomes: U