FRONT OFFICE MANANGEMENT.
SUBJECTS
FRONT OFFICE ( THEORY)
- Introduction to hospitality industry
- Accomodation in hotel
- Types of hotel
- Organization of front-office
- Front-office systems
- Guest accounting
- Lobby
- Credit cards
- Front-office emergency procedure
- Telephone operator
- Traiff
- Communication skills
- Lockers
- Yield management
- Groups
- Control
- Tourism
FRONT OFFICE ( PRACTICAL)
- Work standards
- Timings
- Cleanliness
- Personal appearance
- Cleaning of front-office
- How to answer calls
- Incoming calls
- Putting guest calls on hold
- How to transfer calls
- Equipment’s in front-office
- Bell boy duties
- Room layout
- Counters at front-office
- Key control
- Master key control
- Petty cash
- Receipts / amenities voucher
- Reservation chart
- Reservation form
- Arrival list
- Departure list
- Guest flow
- Horizontal tabular ledger
- Allowance voucher
- Paid outs given
- Layout of the lobby
- Cleaning of lobby
- En-cashment of currency and travelling cheque
- Payment posting done by credit cards
- Summaries of sales
- C Forms
- Errand cards & register for
- Left luggage
- Notifying check outs
- Paging’s system
- First-aid
- Notifying accidents
- Calling doctor/ ambulance
- Accident report
- Bomb threat forms
- Memorizing hotel directory
- Name codes
- Wake up calls
- Complaint handled register
- Percentage of room calculation
- Room occupancies for high and low
- Revenue from weighted rooms
- Welcoming a guest
- Body language
- Writing skills
- Filling system
- Form/ formalities needed while issuing a locker
- Conversation with the guest and attending to complaints
- Density chart
- Peak and shoulder occupancy chart
- Thus hold chart
- Group meal chart
- Indian
- Group foreigner
- Housekeeping reports
- Control pyramid
- Daily occupancy report
- Lost occupancy from cancellation
- Bookings of hotels
- Booking of flights/ bus/ train tickets
- Tours in and around India