INTRODUCTION

TO
FRONT OFFICE
MANAGEMENT

ELECTIVE I

(Class: XI)
Front office: I

THEORY

60 Marks

Unit 1: Tourism

Definition and Importance of Tourism and Tourist

Classification of Tourism
Component of Tourism Industry
Impacts of Tourism IndustryEnvironmental
Environmental
Economical
Socio cultural

Unit 2: Hotels

Introduction to hospitality industry and Definition of hotels

History and evolution of hotel industry
Classification of hotels
Size
Star
Location and clientele
Supplementary accommodation
Time share and condominium
Single hotels and group hotel

Unit 3: Communication

Definition of communication
Types of communication
Importance of communication
Barriers in communication
Communication in hospitality industry

Unit 4: Grooming and Hygiene

Importance of grooming and hygiene in hospitality industry

Grooming standards for hospitality professional : Male and Female

Unit 5: Role of computers in hospitality industry

Unit 6: Personality traits required for front office personnel

Punctuality, pleasing personality, positive attitude, good communication skills, team work,
patience, leadership qualities etc.

Unit 7: Abbreviations
Unit 8: Assignments

References:
Hotel Front Office Training Manual: Sudhir Andrews
Hotel Front Office Operations & Management: Jatashankar R. Tiwari
Front Office Management: Sushil Kumar Bhatnagar

(Class: XI)
Front office: I
PRACTICAL

40 Marks

Unit 1: Introduction to Tourism and Hotel industry

Role play of receiving a guest at main porch

Role play of welcoming a guest
Role play of receiving a guest at reception guest
Demonstration of personality traits required for front office personnel through role play
Familiarity with computers
Chart preparation on classification of hotels
Project work on environmental impact of tourism
Role play on grooming standards of hospitality professionals
Role play on visit of a foreign tourist and related formalities
Chart preparation on classification of tourism classification of tourism

ELECTIVE II

(Class: XI)
Front office: II

THEORY
Subject: Basis of Front Office
Unit 1: Hotel organization

Departmental organization of hotels

Staff hierarchy chart of hotels

Unit 2: Hotel Room

Types of hotel rooms

Unit 3: Meal plan & Basics of charging

Types of meal plan

Different basis of charging

60 Marks

Unit 4: Front office

Staff organization of front office: hierarchy

Section in front office
Equipments used in front office
Duties & responsibility of front office staff

Unit 5: Lobby and its layout

Unit 6: Co-ordination of front office with other departments
Unit 7: Safety and security

For the hotel

For the guest
Role of technology in security

Unit 8: Reservation

Importance for guest and hotel

Types of reservation
Modes & sources
Process- automated and Manual
Cancellation & amendments

Unit 9: Assignments

References:

Hotel Front Office Training Manual: Sudhir Andrews

Front Office Management & Operations: Sudhir Andrews
Front Office Operations & Management:RakeshPuri
Hotel Front Office Operations & Management: Jatashankar R. Tiwari
Front Office Management: Sushil Kumar Bhatnagar

(Class XI)
PRACTICAL

Front office: II

40 Marks

Subject Basis of Front Office

Unit 1: Formats used in front office reservation system and role play on filling up of forms

Reservation form
Booking diary
ALC (Advance letting chart)
Density chart
Room status board
Whitney system
Cancellation/revision forms

Unit 2: Role play on handling reservation and various situations

Unit 3: Role play on safety and security systems and situations
Like bomb-threat, theft in guest room, illness, drunk guest etc
Unit 4: Role play on co-ordination of front office with the departments
Unit 5: Chart and model preparations on types of hotel guest rooms
Unit 6: Chart preparation of departmental organization of hotels
Unit 7: Chart preparation on staff hierarchy of hotels
Unit 8 Chart preparation on staff hierarchy of front office
Unit 9: Introduction to equipments used in front office and their usages
Unit 10: Meal Plan: Role play
Unit 11: Meal Plan: Role play
Unit 12: Basis of charging: role play
Unit 13: Lobby layout: chart preparation

ELECTIVE I
THEORY

Front office: III

Subject: Front Office Operations

Unit 1: Guest Cycle

Pre-arrival
Arrival
During Stay
Departure

Post-departure Activities

Unit 2: Reception

(Class: XII)

Importance of Registration
Receiving of Guest
Pre-registration Activities
Registration Activities
Post-registration Activities

60 Marks

Registration of a Foreigner Guest

Room Selling Techniques

Unit 3: Bell Desk

Functions
Equipments and Aids used in Bell Desk
Procedures of Bell Desk

Unit 4: During the Stay Activities

Message Handling
Mail Handling
Key Handling
Complaint Handling

Unit 5: Telephone

Telephone Manners & Etiquettes

Telephone Equipment

Unit 6:Information and concierge

Role and Importance

Competencies required

Unit 7: Glossary
Unit 8: Assignments

References:

Hotel Front Office Operations & Management: Jatashankar R. Tiwari

Front Office Operations: Colin Dix, Chris Baird
Front Office Management: Sushil Kumar Bhatnagar
Front Office Management & Operations: Sudhir Andrews
Front Office Operations & Management: Rakesh Puri
(Class: XII)

PRACTICAL
Subject: Front Office Operations
Unit 1: Formats used in registration
Registration card
C-form
Unit 2:Formats used on bell desk
Errand card

Front office: III

40 Marks

 VIP amenity voucher

Unit 3:Role play on luggage handling
Unit 4:Chart for bell desk equipments
Unit 5:Role play on message and mail handling
Message
Incoming Mail
Outgoing Mail
Unit 6:Role play on receiving a guest and filling up necessary formats
Etiquettes and manners
Unit 6:Role play on complaint handling
Unit 7:Role play on telephone handling
Conversation between a caller and the Telephone Operator
Unit 8:Role play on up selling techniques
Unit 9:Situation handling at the concierge
Unit 10: Quiz based on glossary terms

Reception
Bell desk
During the stay activities
Information & concierge

ELECTIVE II
THEORY

(Class: XII)
Front office: IV

Subject: Advanced Front Office Operations

Unit 1:Cashier
Role of Front Office Cashier
Functions & Procedures
Equipments used by Front Office Cashier
Unit 2:Departure Procedure
Step by Step Process of Guest Check-out
Modes of Settlement of Guest Folio
Cash
Credit card
Foreign currency
Travel Agent Voucher
Company Billing Letter
Travelers Cheque

60 Marks

 Express Check-out
Late Check-out
Unit 3:Front Office Accounting

Basics of Accounting
Folio and its Types
Voucher and its Types
Ledger
Guest Ledger
Non-guest Ledger

Unit 4:Formats used in Manual Accounting System

Guest Weekly Bill
Visitors Tabular Ledger
Unit 5:Role of PMS in Front Office Department
Role of Property Management System
Unit 6:Front Office Reports
Unit 7:Introduction to Night Audit Procedure in Front Office
Unit 8:Glossary
Unit 9:Assignments

References:

Check-In Check-Out Managing Hotel operations: Gary K.Vallen, Jerome J.Vallen

Principles of Hotel Front-Office Opeartions: Sue Baker, Jeremy Huyton, Pam Bradley
Hotel Front Office Operations & Management: Jatashankar R. Tiwari
Front Office Management: Sushil Kumar Bhatnagar

(Class: XII)
PRACTICAL

Front office: IV

40 Marks

Subject: Advanced Front Office Operations

Unit 1:Filling up and practice on formats of different vouchers used in accounting system

Paid-out vouchers
Correction vouchers
Transfer vouchers
Charge voucher
Allowance voucher

Unit 2:Role play of express check-out process

 Express check out form

Unit 3:Manual practice of accounting procedure in non- automated system
guest weekly bill
visitors tabular ledger
Unit 4:Role- play of check out procedure

By cash
By credit
Bill to Company
Foreign Currency
Travelers Cheque

Unit 5:Role Play

Folio Postings
Night Auditing
Maintaining guest history
Unit 6:Quiz based on glossary terms of guest accounting system

Suggested List of Equipments

Suggested List of Books

1.
2.
3.
4.
5.

Managing Service in Food and Beverage Operations by Ronald F. Cichy

Hotel Management and Operations, 3rd Edition by Denney G. Rutherford
Hotel Design, Planning, and Development, New Edition by Walter A. Rutes
The Professional Chef by Culinary Institute of America
Front Office Operations & Management by Ahmed Ismail

Course Committee Members Front Office

1.
2.
3.
4.
5.

Ms. Ranjana Chand, IHM, Shimla

Ms. ShilpiBhati, AIHM, Chandigarh
Mr.P.D.Lakhawat, IHM, Gurdaspur
Mr. P.Suresh, Gwalior
Mr. NareshPopli, IHM, Pusa - New Delhi