Front desk and receptionist skills (LOD222)
Vietnamese title: Nghiệp vụ tiền sảnh, lễ tân
Credits: 3
Prerequisites: HMO102

Description:
Main objective: The course aims for equipping students hands-on experiences as real front office employees through handle variety of tasks in each position under front office department.
Description: Taking school laboratory with standard of 3 star hotel as a real working environment, Front office management 2 focuses particularly on training practical skills in front office deparment for students. The course allows student to experience detailed daily tasks of each position cross front office department such as receptionist, phone operator, cashier, night auditor…etc…With various day to day situation to deal and to handle, learner will be familiar with front office operations enhancing competitive advantage on the hotel job market.
-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.

Learning outcomes:
Demonstrate highly cooperation and discipline the team, instructor and school regulation
Present a professional and courtesy reception style
Understand and know how to use hotel management system
Explain the reservation concept & procedure and master receptionist profession
Describe and master bell and concierge profession
Comprend and master the phone operator functions
Analyze and solve situations skillfully in reservation and guest relation service.
Explain and perform front office cashier function.
Explain and execute the night audit function
Communicate fluently and confidently in english in every guest services tasks

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
- Comply with the time and regulation
- Professional grooming
- Respect and protect school asset.
- Strongly communication and teamworking.

Tools:
Internet access, Smile/IHotel/Opera Software.

Materials:
description: '- PowerPoint Slides
description: VTOS - Food and Beverage service
description: VTOS - Housekeeping
description: VTOS -Front office
author: Vietnam Tourism Operational standard
description: Course Material "Managing Front Office Operations
author: Vietnam Tourism Operational standard
description: Managing Front Office Operations
author: Michael L. Kasavana, Ph.D
publisher: The American Hotel & Lodging Educational Institute (AHLEI)
published_date: 2017
edition: 10th

Assessments:
category: Group assignment
type: on-going
weight: 30.0
duration: 45mins-1h/group
question_type: All LOs
no_question: Role Plays, PPTs presentation, Performance video record.
grading_guide: Chapter 1-7
note: Role Play in lab and presentation' submission via email or anycourse supporting platfrom.

Group Assignment Suggestion:
Students will be seperated into the team of 5 to10 people. The team is expected to operate the front office division as the standard of 5 star hotels. The teams will select the hotel brand by their own based on history, design concept, room categories, favorite service style. The groups will divide members themselves to ensure each menber cover a role in the front office division from Fom to cashier, bell, receptionist…. On the day of performance, the team will manage unexpected situations given by lecturers or other group students altogether. Before practical day, the teams must submit a presentation with the content of hotel name, information, characteristics,philosophy, design, service style and team members.
Grading is based on performance in class (70%), check point quality (10%), ppts presentation (20%).
The performance should be filmed for review.
category: Participation
type: on-going
weight: 20.0
duration: During the semestre
question_type: LO1, LO2
grading_guide: - To create a disciplined environment and maintain a professional interface as a internationl hotelier standard, It is manatory for student to follow two indispensible aspects in service industry as a grading criteria, which are attitude and professional grooming.
note: Students must comply perfectly with school & class regulation such as grooming, uniform, personal hygiene and attitude coming to demo front office with details the following:
1. Attitude
- Work seriously and attentively
- Respect and protect school asset.
- Strongly communication and teamworking.
- Be on time with professional grooming
2. Dress & Grooming Code
For Boys:
- School uniform or personal clothes including Black Trousers, White Shirt Full Sleeves, Tie or Vest
(Entering class with Jeans & T shirts is not allowed)
-The sleeves of a full sleeve shirt should never be rolled up.
- Formal shoes (black) and black socks.
- No Ear rings, bangles except for religious purpose are allowed in the class.
- Any kind of hair dye and spike hair style is strictly prohibited.
- In winter black coat and black pullover.
- Wearing of Name tag is mandatory for all students during class
For Girls:
- School Uniform or personal clothes such as Black Trousers, White Shirt Full Sleeves, Vest or Ao dai
(Entering class with Jeans & T shirts is not allowed)
- The sleeves of shirt should never be rolled up.
- Formal black shoes with ankle high socks.
- No visible painting including mehendi and tattoos.
- Only one ear ring/top.
- In winter black coat and black cardigan without collar are allowed.
- Hair should be tied in Bun shape during class.
category: Practical tests (3)
type: on-going
weight: 30.0
duration: During courses
question_type: All LOs
grading_guide: PT1: Chapter 1
'PT2: Chapter 2,3,4
'PT3: Chapter 5,6,7
note: Practical Test Suggestion:
-PT1: Using computer and PMS on lab to handle situations according to the examination request.

-PT2: Each students select randomly a procedure of chapter 2,3,4. After selection each student will be grouped into teams of 8-10 people (arranged randomly) and perform their own procedure at the same time on lab. Grade will be scored individually based on the proficiency and professionalism of the procedure that the student has performed.

-PT3: Each students select randomly a procedure of chapter 5,6,7. After selection each student will be grouped into teams of 8-10 people (arranged randomly) and perform their own procedure at the same time on lab. Grade will be scored individually based on the proficiency and professionalism of the procedure that the student has performed.
category: Final exam
type: Final exam
weight: 20.0
duration: 60'
question_type: All LOs
no_question: Multiple choices
Marked by Computer
knowledge_and_skill: 50
grading_guide: Chapter 1-7

Schedule:
session: -Course Introduction
-Introduction to AI Integration in the course
-Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: ITU
materials: LOD222
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
materials: LOD222
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Chapter 1: Hotel Management system
Introduction of the software/ Log in/ Log out
Create new reservation
Modify/Cancel reservation
Pre-Check-ins/Assign room/ Check in
Post charges
Payment/check out
Night audit
learning_outcomes: I
T
U
session: Practical test 1
Group Assignment Instruction
learning_outcomes: U
session: Practical test 1
Group Assignment Instruction
learning_outcomes: U
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
learning_outcomes: T
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
learning_outcomes: T
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
learning_outcomes: T
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
learning_outcomes: T
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
learning_outcomes: T
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
learning_outcomes: T
session: Chapter 2 : Receptionist operations
The Procedures to welcome guest at the airport
Check-in procedures
Procedures for handling booking requests.
Check-out procedures.
Handling situations during guest’s stay (Guest in house)
Other duties and procedures during the shift.
learning_outcomes: T
session: Chapter 3 : Bell and concierge service
Procedures to welcome guests at the door and luggage
Procedures to escort guests to the room
Procedures for vehicle mobilization and information provision
learning_outcomes: T
session: Chapter 3 : Bell and concierge service
Procedures to welcome guests at the door and luggage
Procedures to escort guests to the room
Procedures for vehicle mobilization and information provision
learning_outcomes: T
session: Chapter 3 : Bell and concierge service
Procedures to welcome guests at the door and luggage
Procedures to escort guests to the room
Procedures for vehicle mobilization and information provision
learning_outcomes: T
session: Chapter 3 : Bell and concierge service
Procedures to welcome guests at the door and luggage
Procedures to escort guests to the room
Procedures for vehicle mobilization and information provision
learning_outcomes: T
session: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
learning_outcomes: T
session: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
learning_outcomes: T
session: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
learning_outcomes: T
session: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
learning_outcomes: T
session: Practical test 2
Group Assignment checkpoint
learning_outcomes: U
session: Practical test 2
Group Assignment checkpoint
learning_outcomes: U
session: Practical test 2
Group Assignment checkpoint
learning_outcomes: U
session: Practical test 2
Group Assignment checkpoint
learning_outcomes: U
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 5 : Reveservation and Guest relation service
Procedures for booking reservation by Verbal/Email/Text/TA.
Procedures for operating the OTA online booking system
Procedures for guest relation
Butler service
learning_outcomes: T
session: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
learning_outcomes: T
session: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
learning_outcomes: T
session: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
learning_outcomes: T
session: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
learning_outcomes: T
session: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
learning_outcomes: T
session: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
learning_outcomes: T
session: Chapter 7 : Night audit operations
The procedures for night audit
learning_outcomes: T
session: Chapter 7 : Night audit operations
The procedures for night audit
learning_outcomes: T
session: Practical test 3
learning_outcomes: U
session: Practical test 3
learning_outcomes: U
session: Practical test 3
learning_outcomes: U
session: Practical test 3
learning_outcomes: U
session: Group Assignment.
Review all chapters/ Q&A or a hotel visite
learning_outcomes: U
session: Group Assignment.
Review all chapters/ Q&A or a hotel visite
learning_outcomes: U
session: Group Assignment Performance
learning_outcomes: U
session: Group Assignment Performance
learning_outcomes: U
session: Group Assignment Performance
learning_outcomes: U
session: Group Assignment Performance
learning_outcomes: U
session: Practical test 3
learning_outcomes: U
session: Practical test 3
learning_outcomes: U