07010104 : Front Office Foundation I

Topics to be covered                                                        Teaching Hours

Domain

1.       Introduction to Tourism Industry

Definition, Concept, Composition of Tourism Industry, Types of Tourism. Characteristics of Tourism Product. Purpose of Visit – Cultural tourism, Business Tourism, VFR, Pilgrimage tourism etc., Mode of travel. Present scenario of tourism. Itinerary, passport and visa – Basic information

 

10

 

 

 

 

 

Must Know

 

 

 

 

 

2.       Introduction to Hospitality Industry

  • History and development of Hospitality industry – International. Overview of International chains in India
  • History and development of Hospitality industry – India. Overview of Indian hotel chains that are acclaimed internationally
  • Defining the term – Hotel and its Core Areas
  • Classification of Hotels Based on Standard classification-Star Ratings and Heritage (by the Govt. body) Size, Location, Clientele, Length of Stay, Levels of Service, Ownership and Alternative accommodation

 

10

 

 

3.       Guest Accommodation

  • Types of rooms: Single, Double, Triple, Quad, Twin, Hollywood Twin, Double-Double, King, Queen, Interconnecting, Adjoining, Adjacent, Studio, Parlor, Cabana, Suite, Penthouse, Executive, Lanai, Hospitality, Efficiency, Duplex, Sico, Physically Challenged
  • Types of Meal Plans: European, Continental, Bermuda, Modified American Plan (Half Board, Demi-pension) and American Plan (Full- Board, En-Pension)
  • Factors affecting Room rate decisions: Cost, Level of Service, Competition, Target Market, Location
  • Basis of Charging: Check in/Check out, 24 Hours, Per night
  • Types of Room Rates: Rack Rate, Company Volume Guaranteed Rate, Seasonal, Advance Purchase, Weekend / Weekday, Day / Half Day, Employee, FHRAI Discount, Airline Crew, Layover Passenger, Group, Travel Agent, Government, Introductory, Complimentary, Crib, Educational, Extra Bed / Extra Person Charges, Ad Hoc Charges.
  • Packages: Meeting, Meal, Marriage and Holiday

 

10

 

 

4.       . Organization of Front Office Department

  • Sections of Front Office: Reservation, Front Desk, Bell Desk, Travel Desk, Business Centre, Concierge, Cashiering, Communication and Telephones
  • Organizational Structure of Front office: a Small, Medium and Large Hotel
  • Duties and Responsibilities of Front Office Staff: Rooms Division Manager, Front Office Manager, Duty / Lobby Manager, Front Office Executive, Front Office Associate/Front Desk Agent, Guest Relations Manager, Guest Relations Executive, Reservation Manager, Reservations Associate, Communication Manager, Airport Manager, Guest Service Night Auditor, Bell Captain, Bell Boy, Uniformed Services
  • Equipments used and Basic Layout of Front Office Department
  • Personality traits of Front Office Staff
15 Desirable to know
Assignments

1.       Countries, Capitals, Currencies and Flags

2.       Airlines and Airline codes ( Domestic and International)

3.       Prepare a Tourist City Guide on Delhi NCR: Major Tourist attractions, Historical and Archaeological monuments, Shopping, Religious sites, Hotels and Restaurants, Theatres, Cinema Halls and Multiplexes, Handicrafts, Hospitals, Consulates and Embassies etc.

Fact Sheet of any one Hotel in Delhi NCR-Introduction, History, Management, Features, Location, Rooms and their Rates, F&B Outlets, Things to do nearby, Any other information and Conclusion

2 Nice to Know
Practicals

1.       Self Introduction

2.       Role Play: Welcoming of guest, Reservation, Arrivals, Luggage handling, Message and mail handling

3.       Telephone Handling

  • Skills and Competencies of Guest Service Executive
  • General Telephone Etiquettes
  • Phases of a Professional Call
  • Different Phone Call Situations: Answering Calls, Placing Calls, Ending Calls, Transferring Calls, Placing a Call on hold, Answering Multiple Calls, Cutting Calls, Taking Messages, Handling Complaints 

Parameters for marking in Practicals

  • Uniform and Grooming
  • Courtesy and Manners
  • Speech and Communication
  • Technical Knowledge
  • Practical Situation Handling
  • Journal
15

 

10

 

10

 

 

 

Must Know

Suggested Reading

Housekeeping and Front Office – Jones

The Professional Housekeeper – Tucker Schneider,; Wiley Publications

Front Office Training manual – Sudhir Andrews. Publisher: Tata Mac Graw Hill

Managing Front Office Operations – Kasavana & Brooks Educational Institution AHMA

Front Office – Operations and management – Ahmed Ismail (Thomson Delmar).

Managing Computers in Hospitality Industry – Michael Kesavana & Cahell.

Front Office Operations – Colin Dix & Chris Baird.

Front Office Operation Management- S.K Bhatnagar, Publisher: Frank Brothers

Managing Front Office Operations By Kasvan & Brooks

Admissions Open 2019-20