HMGT 143 - Management of Front Office Operations

A study of methods and procedures used by managers of front office operations. Review and analysis of the guest cycle, maintaining proper guest records, including registration, cashiering, reservations, credit accounting, and auditing. Review of personnel requirements, including job duties and responsibilities of staff and managers. Assessment Level(s): ENGL 101 /ENGL 011 , READ 120 . Three hours each week. Formerly HM 143.

3 semester hours

Course Outcomes:
Upon course completion, a student will be able to:

Identify the tasks of the front office manager’s job description, as well as the job descriptions of the front office room agent, the reservations agent, concierge, bell person, and night auditor.
Discuss the reservations function, overbooking, and yield management concepts.
Explain what the guest cycle is and why it is important.
Describe the legal reasons to refuse a room to a guest.
Describe the importance of the guest registration card and why proper identification and methods of payment are important at check-in.
Discuss the front office and hotel accounting processes, including how and why occupancy percentage, average room rate, and revenue per available room (REVPAR) are calculated.
Explain why a night audit is done every night.
Summarize the differences between methods of payment, such as credit cards, personal checks, traveler’s checks, and cash handling in a front office operation.
Explain how point of sale systems work.
Discuss how a hotel call accounting system works.

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