[major=BBA_HM | course_id=LOD222 | syllabus_id=13613 | semester=5 | combo=HM_COM1; HM_COM5 | title=Front desk and receptionist skills]
Course ID: LOD222
Title EN: Front desk and receptionist skills
Title VI: Nghiệp vụ tiền sảnh, lễ tân
Credits: 3.0
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.
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.
Course type: traditional
Decision: 1318/QĐ-ĐHFPT dated 11/27/2025
Approved date: 2025-11-27
CLO1: Demonstrate highly cooperation and discipline the team, instructor and school regulation
[1] category=Group assignment; type=on-going; weight=30.0; duration=45mins-1h/group; question_type=All LOs; grading_guide=Chapter 1-7; completion_criteria=; clos=>0
[2] 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.; completion_criteria=; clos=>0
[3] 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; completion_criteria=; clos=>0
[4] category=Final exam; type=Final exam; weight=20.0; duration=60'; question_type=All LOs; grading_guide=Chapter 1-7; completion_criteria=; clos=4
[1] desc='- PowerPoint Slides; author=; publisher=; edition=; isbn=; main=True; online=True; note=
[2] desc=VTOS - Food and Beverage service; author=; publisher=; edition=; isbn=; main=; online=True; note=
[3] desc=VTOS - Housekeeping; author=; publisher=; edition=; isbn=; main=; online=True; note=
[4] desc=VTOS -Front office; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
[5] desc=Course Material "Managing Front Office Operations; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
[6] desc=Managing Front Office Operations; author=Michael L. Kasavana, Ph.D; publisher=The American Hotel & Lodging Educational Institute (AHLEI); edition=10th; isbn=; main=; online=; note=
Session 1: -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
Topic: Offline; Teaching type: LO1, LO2; LO: ITU
ITU: Slides
Materials: LOD222
Tasks: https://drive.google.com/drive/folders/1e4Z-_xtyWw8sQ5qY5pAL2Rd9vRVCAf9m?usp=sharing
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 2: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 3: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Materials: LOD222
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 4: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS
CLO10: Present a professional and courtesy reception style
Session 1: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 2: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 3: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 4: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS
CLO2: Understand and know how to use hotel management system
Session 1: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 2: 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
Topic: Offline; Teaching type: LO1, LO2; LO: I, T, U
ITU: Slides
Download: -Preview Syllabus, Teacher's slides
-Learn to use PMS

Session 3: Practical test 1
Group Assignment Instruction
Topic: Offline; Teaching type: LO1, LO2; LO: U
ITU: Slides
Download: Review Syllabus, Teacher's slides, PMS User guide
Practical test 1 on computer

Session 4: Practical test 1
Group Assignment Instruction
Topic: Offline; Teaching type: LO1, LO2; LO: U
ITU: Slides
Download: Review Syllabus, Teacher's slides, PMS User guide
Practical test 1 on computer
CLO3: Explain the reservation concept & procedure and master receptionist profession
Session 1: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: T
ITU: Slides
Download: Preview slides chapter 2

Session 2: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: T
ITU: Slides
Download: Preview slides chapter 2

Session 3: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: 
ITU: Slides
Download: Preview slides chapter 2

Session 4: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: T
ITU: Slides
Download: Preview slides chapter 2
CLO4: Describe and master bell and concierge profession
Session 1: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: T
ITU: Slides
Download: Preview slides chapter 2

Session 2: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: T
ITU: Slides
Download: Preview slides chapter 2

Session 3: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: T
ITU: Slides
Download: Preview slides chapter 2

Session 4: 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.
Topic: Offline; Teaching type: LO1, LO3; LO: T
ITU: Slides
Download: Preview slides chapter 2
CLO5: Comprend and master the phone operator functions
Session 1: 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
Topic: Offline; Teaching type: LO1,LO4; LO: T
ITU: Slides
Download: Preview slides chapter 3

Session 2: 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
Topic: Offline; Teaching type: LO1,LO4; LO: T
ITU: Slides
Download: Preview slides chapter 3

Session 3: 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
Topic: Offline; Teaching type: LO1,LO4; LO: T
ITU: Slides
Download: Preview slides chapter 3

Session 4: 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
Topic: Offline; Teaching type: LO1,LO4; LO: T
ITU: Slides
Download: Preview slides chapter 3
CLO6: Analyze and solve situations skillfully in reservation and guest relation service.
Session 1: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
Topic: Offline; Teaching type: LO1,LO5; LO: T
ITU: Slides
Download: Preview slides chapter 4

Session 2: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
Topic: Offline; Teaching type: LO1,LO5; LO: T
ITU: Slides
Download: Preview slides chapter 4

Session 3: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
Topic: Offline; Teaching type: LO1,LO5; LO: T
ITU: Slides
Download: Preview slides chapter 4

Session 4: Chapter 4 : Phone operator service
Procedures for using the phone at work
Procedures to handle incoming calls/transfer calls
Topic: Offline; Teaching type: LO1,LO5; LO: T
ITU: Slides
Download: Preview slides chapter 4
CLO7: Explain and perform front office cashier function.
Session 1: Practical test 2
Group Assignment checkpoint
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5; LO: U
ITU: Slides
Download: Practical Test chapter 2-4
Review slides 2,3,4

Session 2: Practical test 2
Group Assignment checkpoint
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5; LO: U
ITU: Slides
Download: Practical Test chapter 2-4
Review slides 2,3,4

Session 3: Practical test 2
Group Assignment checkpoint
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5; LO: U
ITU: Slides
Download: Practical Test chapter 2-4
Review slides 2,3,4

Session 4: Practical test 2
Group Assignment checkpoint
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5; LO: U
ITU: Slides
Download: Practical Test chapter 2-4
Review slides 2,3,4
CLO8: Explain and execute the night audit function
Session 1: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5

Session 2: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5

Session 3: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5

Session 4: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5
CLO9: Communicate fluently and confidently in english in every guest services tasks
Session 1: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5

Session 2: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5

Session 3: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5

Session 4: 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
Topic: Offline; Teaching type: LO1,LO6; LO: T
ITU: Slides
Download: Preview slides chapter 5
Session 1: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
Topic: Offline; Teaching type: LO1,LO7; LO: T
ITU: Slides
Download: Preview slides chapter 6

Session 2: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
Topic: Offline; Teaching type: LO1,LO7; LO: T
ITU: Slides
Download: Preview slides chapter 6

Session 3: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
Topic: Offline; Teaching type: LO1,LO7; LO: T
ITU: Slides
Download: Preview slides chapter 6

Session 4: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
Topic: Offline; Teaching type: LO1,LO7; LO: T
ITU: Slides
Download: Preview slides chapter 6
Session 1: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
Topic: Offline; Teaching type: LO1,LO7; LO: T
ITU: Slides
Download: Preview slides chapter 6

Session 2: Chapter 6: Cashier services
Procedures for shift opening, shift closing and shift assignment
Procedures for payment.
Procedures for foreign currency exchange.
Topic: Offline; Teaching type: LO1,LO7; LO: T
ITU: Slides
Download: Preview slides chapter 6

Session 3: Chapter 7 : Night audit operations
The procedures for night audit
Topic: Offline; Teaching type: LO1,LO8; LO: T
ITU: Slides
Download: Preview slides chapter 7

Session 4: Chapter 7 : Night audit operations
The procedures for night audit
Topic: Offline; Teaching type: LO1,LO8; LO: T
ITU: Slides
Download: Preview slides chapter 7
Session 1: Practical test 3
Topic: Offline; Teaching type: LO1, LO6, LO7, LO8; LO: U
ITU: Slides
Download: Practical test Chapter 5-7
Review slides Chapter 5,6,7

Session 2: Practical test 3
Topic: Offline; Teaching type: LO1, LO6, LO7, LO8; LO: U
ITU: Slides
Download: Practical test Chapter 5-7
Review slides Chapter 5,6,7

Session 3: Practical test 3
Topic: Offline; Teaching type: LO1, LO6, LO7, LO8; LO: U
ITU: Slides
Download: Practical test Chapter 5-7
Review slides Chapter 5,6,7

Session 4: Practical test 3
Topic: Offline; Teaching type: LO1, LO6, LO7, LO8; LO: U
ITU: Slides
Download: Practical test Chapter 5-7
Review slides Chapter 5,6,7
Session 1: Group Assignment.
Review all chapters/ Q&A or a hotel visite
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5, LO6, LO7LO8.; LO: U
ITU: Slides
Download: Review

Session 2: Group Assignment.
Review all chapters/ Q&A or a hotel visite
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5, LO6, LO7LO8.; LO: U
ITU: Slides
Download: Review

Session 3: Group Assignment Performance
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5, LO6, LO7,LO8; LO: U
ITU: Slides
Download: Solve a pratical situation

Session 4: Group Assignment Performance
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5, LO6, LO7,LO8; LO: U
ITU: Slides
Download: Solve a pratical situation
Session 1: Group Assignment Performance
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5, LO6, LO7,LO8; LO: U
ITU: Slides
Download: Solve a pratical situation

Session 2: Group Assignment Performance
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4,LO5, LO6, LO7,LO8; LO: U
ITU: Slides
Download: Solve a pratical situation

Session 3: Practical test 3
Topic: Offline; Teaching type: LO1, LO6, LO7, LO8; LO: U
ITU: Slides
Download: Practical test Chapter 5-7
Review slides Chapter 5,6,7

Session 4: Practical test 3
Topic: Offline; Teaching type: LO1, LO6, LO7, LO8; LO: U
ITU: Slides
Download: Practical test Chapter 5-7
Review slides Chapter 5,6,7