[major=BBA_HM | course_id=LOD211 | syllabus_id=13614 | semester=5 | combo=HM_COM1; HM_COM5 | title=Front Office Management]
Course ID: LOD211
Title EN: Front Office Management
Title VI: Quản lý tiền sảnh, lễ tân
Credits: 3.0
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
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
Course type: traditional
Decision: 1318/QĐ-ĐHFPT dated 11/27/2025
Approved date: 2025-11-27
CLO1: Demonstrate highly professional attitude and discipline to the team, instructor and school regulation.
[1] category=Group assignment; type=on-going; weight=30.0; duration=20-30' presentation in class; question_type=All Los; grading_guide=Based on topics of studied units; completion_criteria=; clos=>0
[2] category=Participation; type=on-going; weight=10.0; duration=During the semestre; question_type=LO1; grading_guide=; completion_criteria=; clos=>0
[3] 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; grading_guide=Quiz 1: chapter 1-5
Quiz 2: chapter 6,7,8,10,13
Quiz 3: chapter 9,11,12,14; completion_criteria=; clos=>0
[4] category=Final exam; type=Final exam; weight=30.0; duration=60'; question_type=All Los; grading_guide=Chapter 1-14; completion_criteria=; clos=4
[1] desc=Managing Front Office Operations, Tenth Edition; author=Michael L. Kasavana, Ph.D; publisher=Educational Institute of the American Hotel Motel Assoc.; edition=10th; isbn=; main=True; online=; note=
[2] desc='- PowerPoint Slides; author=; publisher=; edition=; isbn=; main=; online=; note=
[3] desc='- Instructor's Guide (pdf); author=; publisher=; edition=; isbn=; main=; online=; note=
[4] desc=- Test bank (Test gen and Doc. file); author=; publisher=; edition=; isbn=; main=; online=; note=
[5] desc=VTOS - Food and Beverage service; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
[6] desc=VTOS - Housekeeping; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
[7] desc=VTOS -Front office; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
[8] desc=Course Material "Managing Front Office Operations; author=Michael L. Kasavana, Ph.D; publisher=; edition=; isbn=; main=; online=True; note=
Session 1: -Course Introduction
-Introduction to AI Integration in the course
-Chapter 1- The Hospitality Industry
Classifying Hotels
Classifying Guests
Topic: Offline; Teaching type: LO1,LO2; LO: ITU
ITU: Slides,Textbook or Course materials
Materials: LOD211
Tasks: https://drive.google.com/drive/folders/1e4Z-_xtyWw8sQ5qY5pAL2Rd9vRVCAf9m?usp=sharing
Download: Preview Chapter 1

Session 2: Chapter 1- The Hospitality Industry
Classifying Guests
Buying Influences on Travelers
The Green Hotel
Topic: Offline; Teaching type: LO1,LO2; LO: I, T, U
ITU: Slides,Textbook or Course materials
Materials: LOD211
Download: Preview Chapter 1

Session 3: Chapter 2 - Hotel Organization
Organizational Missions
Hotel Organization
Front Office Operations
Topic: Offline; Teaching type: LO1, LO2,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 2

Session 4: Chapter 2 - Hotel Organization
Organizational Missions
Hotel Organization
Front Office Operations
Topic: Offline; Teaching type: LO1, LO2,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 2
CLO2: Explain the development of the lodging industry, the, definition of green hotels and the relation among department in the hotel divisions.
Session 1: Chapter 3 - Front Office Operations
The Guest Cycle
Front Office Systems
Front Office Documents
The Front Desk
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 3

Session 2: Chapter 3 - Front Office Operations
The Guest Cycle
Front Office Systems
Front Office Documents
The Front Desk
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 3

Session 3: Chapter 3 - Front Office Operations
Telecommunications
Property Management Systems
Mobile Services
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 3

Session 4: Chapter 3 - Front Office Operations
Telecommunications
Property Management Systems
Mobile Services
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 3
CLO3: Describe the functions and operation of the various tasks, systems, forms, equipment and types of reservation used in the front office.
Session 1: Chapter 4 - Reservations
Reservations and Sales
Types of Reservations
Reservation Inquiries
Group Reservations
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 4

Session 2: Chapter 4 - Reservations
Reservations and Sales
Types of Reservations
Reservation Inquiries
Group Reservations
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 4

Session 3: Chapter 4 - Reservations
Reservations Availability
Reservation Records
Reservation Confirmation/Cancellation
Reservation Reports.
Other Reservation Considerations
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 4

Session 4: Chapter 4 - Reservations
Reservations Availability
Reservation Records
Reservation Confirmation/Cancellation
Reservation Reports.
Other Reservation Considerations
Topic: Offline; Teaching type: LO1,LO3; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 4
CLO4: Illustrate the registration, selling, denying accommodation process and guestroom sales techniques that helps ensure a hotel's profitability.
Session 1: Chapter 5 - Registration
The Registration Process
Creative Registration Options
Selling the Guestroom
Denying Accommodations
Group assignment instructions
Topic: Offline; Teaching type: LO1, LO4; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 5, Build presentation group

Session 2: Chapter 5 - Registration
The Registration Process
Creative Registration Options
Selling the Guestroom
Denying Accommodations
Group assignment instructions
Topic: Offline; Teaching type: LO1, LO4; LO: I, T, U
ITU: Slides,Textbook or Course materials
Download: Preview Chapter 5, Build presentation group

Session 3: Chapter 5 - Registration
The Registration Process
Creative Registration Options
Selling the Guestroom
Denying Accommodations
Group assignment instructions
Topic: Offline; Teaching type: LO1, LO4; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 5, Build presentation group

Session 4: Quiz 1
Topic: Offline; Teaching type: LO1,LO2,LO3,LO4; LO: U
ITU: 'Slides,Textbook or Course materials
Download: Review chapter 1-5
Quiz chapter 1-5
CLO5: Develop an efficient communication skill and security program in front office department to meet guest satisfaction and to resolve with guest complaints.
Session 1: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
Topic: Offline; Teaching type: LO1, LO5; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 6

Session 2: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
Topic: Offline; Teaching type: LO1, LO5; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 6

Session 3: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
Topic: Offline; Teaching type: LO1, LO5; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 6

Session 4: Chapter 6 - Communications and Guest Services
Front Office Communications
Interdepartmental Communications
Guest Services
Guest Relations
Topic: Offline; Teaching type: LO1, LO5; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 6
CLO6: Understand and compute all transaction and the key formula for measuring hotel revenue that help to built hotel strategies for profit driven purposes
Session 1: 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
Topic: Offline; Teaching type: LO1,LO5; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 7

Session 2: 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
Topic: Offline; Teaching type: LO1,LO5; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 7

Session 3: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 8

Session 4: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 8
CLO7: Demonstrate how rooms are asigned to housekeepers, housekeeping standards, check-out and settlement procedures
Session 1: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 8

Session 2: Chapter 8- Front Office Accounting
Accounting Fundamentals
Creation and Maintenance of Accounts
Tracking Transactions
Internal Control
Settlement of Accounts
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 8

Session 3: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 13

Session 4: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 13
CLO8: Explain the front office audit functions and process
Session 1: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 13

Session 2: Chapter 13- Revenue Management
The Concept of Revenue Management
Measuring Revenue
Elements of Revenue Management
The Revenue Manager
Using Revenue Management
Revenue Management Software
Topic: Offline; Teaching type: LO1,LO6; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 13

Session 3: Chapter 10- The Role of Housekeeping in Hospitality Operations
Communicating Room Status
Housekeeping and Maintenance
Identifying Housekeeping’s Responsibilities.
Group assignment Checkpoint
Topic: Offline; Teaching type: LO1,LO7; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 10, Group assigmment discussion

Session 4: Chapter 10- The Role of Housekeeping in Hospitality Operations
Communicating Room Status
Housekeeping and Maintenance
Identifying Housekeeping’s Responsibilities.
Group assignment Checkpoint
Topic: Offline; Teaching type: LO1,LO7; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 10, Group assigmment discussion
CLO9: Develop the management functions such as forecasting,evaluate the efficiency of front office operations and human resources management
Session 1: Chapter 10- The Role of Housekeeping in Hospitality Operations
Communicating Room Status
Housekeeping and Maintenance
Identifying Housekeeping’s Responsibilities.
Group assignment Checkpoint
Topic: Offline; Teaching type: LO1,LO7; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 10, Group assigmment discussion

Session 2: Quiz 2
Topic: Offline; Teaching type: LO1,LO5,LO6,LO7; LO: I, T, U
ITU: 
Download: -Review chapter 6-10
-Quiz chapter 6,7,8,10,13

Session 3: 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
Topic: Offline; Teaching type: LO1,LO7; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 9

Session 4: 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
Topic: Offline; Teaching type: LO1,LO7; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 9
Session 1: 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
Topic: Offline; Teaching type: LO1,LO7; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 9

Session 2: 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
Topic: Offline; Teaching type: LO1,LO7; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 9

Session 3: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
Topic: Offline; Teaching type: LO1,LO8; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12

Session 4: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
Topic: Offline; Teaching type: LO1,LO8; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12
Session 1: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
Topic: Offline; Teaching type: LO1,LO8; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12

Session 2: Chapter 11-The Front Office Audit
Functions of the Front Office Audit
The Front Office Audit Process
System Update
Centralized Front Office Audits
Topic: Offline; Teaching type: LO1,LO8; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12

Session 3: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12

Session 4: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12
Session 1: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12

Session 2: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12

Session 3: Chapter 12 -Planning and Evaluating Operations
Management Functions
Establishing Room Rates
Forecasting Room Availability
Budgeting for Operations
Evaluating Front Office Operations
Planning for Disasters
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 12

Session 4: Group asigment checkpoint
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: Assignment work
Download: Group assigment discussion
Session 1: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 14

Session 2: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 14

Session 3: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 14

Session 4: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 14
Session 1: Chapter 14- Managing Human Resources
Recruiting
Selecting
Hiring
Orienting
Skills Training
Staff Scheduling
Alternative Scheduling Techniques
Staff Motivation.
Topic: Offline; Teaching type: LO1,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Preview Chapter 14

Session 2: Quiz 3
Topic: Offline; Teaching type: LO1,LO7, LO8,LO9; LO: U
ITU: 'Slides,Textbook or Course materials
Download: Review chapter 11-14, Quiz chapter 9,11,12,14

Session 3: Review all chapter
Topic: Offline; Teaching type: LO1, LO2, LO3,LO4, LO5,LO6,LO7,LO8,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Report submission

Session 4: Review all chapter
Topic: Offline; Teaching type: LO1, LO2, LO3,LO4, LO5,LO6,LO7,LO8,LO9; LO: I, T, U
ITU: 'Slides,Textbook or Course materials
Download: Report submission
Session 1: GROUP PRESENTATION
Topic: Offline; Teaching type: LO1, LO2, LO3,LO4, LO5,LO6,LO7,LO8,LO9; LO: U
ITU: Presentation slides
Download: Presentation and discussion,

Session 2: GROUP PRESENTATION
Topic: Offline; Teaching type: LO1, LO2, LO3,LO4, LO5,LO6,LO7,LO8,LO9; LO: U
ITU: Presentation slides
Download: Presentation and discussion,

Session 3: GROUP PRESENTATION
Topic: Offline; Teaching type: LO1, LO2, LO3,LO4, LO5,LO6,LO7,LO8,LO9; LO: U
ITU: Presentation slides
Download: Presentation and discussion,

Session 4: GROUP PRESENTATION
Topic: Offline; Teaching type: LO1, LO2, LO3,LO4, LO5,LO6,LO7,LO8,LO9; LO: U
ITU: Presentation slides
Download: Presentation and discussion,