07010204 :Front Office Foundation -II
Topics to be covered                                                        
Teaching Hours
Domain
1.    Guest Cycle

  • Introduction
  • Stages of Guest Cycle: Pre-arrival, Arrival, Stay and Departure
  • Coordination of Front Office with other Departments
 

10

 

 

 

Must Know

2.    Reservations

  • Concept, Functions and Importance
  • Modes of Reservation
  • Sources of Reservation
  • Types of Reservation
  • Processing Individual Reservation Requests
  • Processing Group Reservation Requests
  • Amendments, Cancellations, No Show and Overbooking
  • Reservation Reports
 

 

10

 

10

3.    Registration

  • Importance of Registration
  • Concept of Registration: Collection, Assignment and allocation of room, Credibility of the Guest, Future planning of the room sales
  • Documents generated during Registration
  • Registration Process
  • Guest Profiling
  • Check-in Procedures: Guest with confirmed reservation, Walk in guests, VIP Guests, Group and Crews, scanty baggage, foreign guests,
  • Registration Situations: Did not stay(DNS), Did not arrive(DNA), Registered Not Assigned(RNA), Paid In Advance(PIA), No Information, When guest cannot be accommodated
  • ·Formats: Registration Card, Form C, Message Slip
 

10

4.    Guest Services in Hospitality Industry

  • Handling Guest Mail
  • Message Handling
  • Custody and Handling of Guest room Keys
  • Guest Paging
  • Safe Deposit Locker
  • Guest Room Change
  • Left Luggage Handling
  • Wake-up Call
  • Handling Guest Complaints
  • ·Exchanging Foreign Currency

 

5 Desirable to Know
Practical

Assignments:

  1. Indian States and Union Territories – Capital, their regional languages and culinary specialty
  2. The range of services provided by the front office department to a specific type of guest(FIT,FFIT,CVGR, VIP & CIP)from the time he had made his booking until he settles his account during departure.
  3. Standard Operating Procedures of Reservation, Registration and Guest Services during stay.

Practicals

Role play

  1. Taking down a room reservation on Phone
  2. Check in procedure
  3. Escorting a guest
  4. Handling Guest Complaints

Parameters for marking in Practicals

  • Uniform and Grooming
  • Journal
  • ·Viva-Voce
  • ·Role Play
 

 

15

 

 

15

 

 

10

 

 

10

 

 

Must Know

Admissions