Front Office Management IHM Notes

• 1ST SEMESTER FRONT OFFICE NOTES 

1. FRONT OFFICE ORGANIZATION

A. Function areas
B. Front Office Hierarchy
C. Duties and Responsibilities Learn more
D. Personality Traits

2. FRENCH : To be taught by a professional French language teacher.

A. Understanding and uses of accents, orthographic signs & punctuation
B. Knowledge of cardinaux & ordinaux (Ordinal & cardinal)
C. Days, Dates, Time, Months and Seasons

3. BELL DESK

A. Functions
B. Procedures and records

4. HOTEL ENTRANCE, LOBBBY AND FRONT OFFICE

A. Layout
B. Front office equipment (non automated, semi automated and automated)

5. TIME SHARE & VACATION OWNERSHIP

A. What is time share? Referral chains & condominiums
B. How is it different form hotel business?
C. Classification of timeshares
D. Types of accommodation and their size

6. TYPES OF ROOMS Learn more

A. Single
B. Double
C. Twin
D. Suits

7. CLASSIFICATION OF HOTELS Learn more

A. Size
B. Star
C. Location & clientele
D. Ownership basis
E. Independent hotels
F. Management contracted hotel
G. Chains
H. Franchise/Affiliated
I. Supplementary accommodation
J. Time shares and condominium

8. INTRODUCTION TO TOURISM, HOSPITALITY & HOTEL INDUSTRY

A. Tourism and its importance
B. Hospitality and its origin
C. Hotels, their evolution and growth
D. Brief introduction to hotel core areas with special reference to Front Office

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• 5th Semester

FRONT OFFICE MANAGEMENT – I (THEORY)

01 PLANNING & EVALUATING FRONT OFFICE OPERATIONS
A. Setting Room Rates (Details/Calculations thereof) - Hubbart Formula, market condition approach       & Thumb Rule - Types of discounted rates – corporate, rack etc.
B. Forecasting techniques
C. Forecasting Room availability
D. Useful forecasting data
      % of walking
      % of overstaying
      % of under stay
E. Forecast formula
F. Types of forecast
G. Sample forecast forms
H. Factors for evaluating front office operations

02 BUDGETING
A. Types of budget & budget cycle
B. Making front office budget
C. Factors affecting budget planning
D. Capital & operations budget for front office
E. Refining budgets, budgetary control
F. Forecasting room revenue
G. Advantages & Disadvantages of budgeting

03 PROPERTY MANAGEMENT SYSTEM
A. Fidelio / IDS / Shawman
B. Amadeus




FRONT OFFICE MANAGEMENT – I (PRACTICAL)

Hands on practice of computer applications on PMS front office procedures such as:
 Night audit,
 Income audit,
 Accounts
 Situation handling – handling guests & internal situations requiring management tactics/strategies

SUGGESTIVE LIST OF TASKS FOR FRONT OFFICE OPERATION SYSTEM

01 HMS Training – Hot Function keys
02 How to put message
03 How to put a locator
04 How to check in a first time guest
05 How to check in an existing reservation
06 How to check in a day use
07 How to issue a new key
08 How to verify key
09 How to cancel a key
10 How to issue a duplicate key
11 How to extend a key
12 How to print and prepare registration cards for arrivals
13 How to programme keys continuously
14 How to programme one key for two rooms
15 How to re-programme a key
16 How to make a reservation
17 How to create and update guest profiles
18 How to update guest folio
19 How to print guest folio
20 How to make sharer reservation
21 How to feed remarks in guest history
22 How to add a sharer
23 How to make add on reservation
24 How to amend a reservation
25 How to cancel a reservation
26 How to make group reservation
27 How to make a room change on the system
28 How to log on cashier code
29 How to close a bank at the end of each shift
30 How to put a routing instruction
31 How to process charges
32 How to process a guest check out
33 How to check out a folio
34 How to process deposit for arriving guest
35 How to process deposit for in house guest
36 How to check room rate variance report
37 How to process part settlements
38 How to tally allowance for the day at night
39 How to tally paid outs for the day at night
40 How to tally forex for the day at night
41 How to pre-register a guest
42 How to handle extension of guest stay
43 Handle deposit and check ins with voucher
44 How to post payment
45 How to print checked out guest folio
46 Check out using foreign currency
47 Handle settlement of city ledger balance
48 Handle payment for room only to Travel Agents
49 Handle of banquet event deposits
50 How to prepare for sudden system shutdown
51 How to checkout standing batch totals
52 How to do a credit check report
53 How to process late charges on third party
54 How to process late charges to credit card
55 How to check out during system shut down
56 Handling part settlements for long staying guest
57 How to handle paymaster folios
58 How to handle bills on hold


MARKING SCHEME FOR PRACTICAL EXAMINATION (SEM-V) BHM313

MAXIMUM MARKS  100
PASS MARKS   50
DURATION    03.00 HRS

1. Uniform & Grooming     : 10
2. Guest handling situation     : 20
3. Technical knowledge     : 20
4. Four Practical Tasks on PMS (4x10=40)   : 40
5. Journal       : 10           
TOTAL       : 100

NOTE:
 1. Speech, Communication, Courtesy and Manners should be observed throughout.
 2. PMS tasks as per syllabus.
 3. Guest Handling Situation as per syllabus.

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• 6th Semester

BHM353 - FRONT OFFICE MANAGEMENT – II (THEORY) 

HOURS ALLOTED: 30               MAXIMUM MARKS: 100 S.No. Topic Hours Weight age

01 YIELD MANAGEMENT

A. Concept and importance
B. Applicability to rooms division
 Capacity management
 Discount allocation
 Duration control
C. Measurement yield
D. Potential high and low demand tactics
E. Yield management software
F. Yield management team

02 TIMESHARE & VACATION OWNERSHIP

 Definition and types of timeshare options
 Difficulties faced in marketing timeshare business
 Advantages & disadvantages of timeshare business
 Exchange companies -Resort Condominium International, Intervals International
 How to improve the timeshare / referral/condominium concept in India- Government’s role/industry role

03 FRENCH

Conversation with guests
 Providing information to guest about the hotel, city, sight seeing, car rentals, historical places, banks, airlines, travel agents, shopping centres and worship places etc.
 Departure (Cashier, Bills Section and Bell Desk)

TOTAL 30 100%

















BHM353 - FRONT OFFICE MANAGEMENT – II (PRACTICAL)

HOURS ALLOTED: 30               MAXIMUM MARKS: 100

Hands on practice of computer application (Hotel Management System) related to front office procedures such as
 Night audit,
 Income audit,
 Accounts
 Yield Management
 Situation handling – handling guests & internal situations requiring management tactics/strategies

SUGGESTIVE LIST OF TASKS FOR FRONT OFFICE OPERATION SYSTEM

S.No. Topic
01 HMS Training – Hot Function keys
02 How to put message
03 How to put a locator
04 How to check in a first time guest
05 How to check in an existing reservation
06 How to check in a day use
07 How to issue a new key
08 How to verify key
09 How to cancel a key
10 How to issue a duplicate key
11 How to extend a key
12 How to print and prepare registration cards for arrivals
13 How to programme keys continuously
14 How to programme one key for two rooms
15 How to re-programme a key
16 How to make a reservation
17 How to create and update guest profiles
18 How to update guest folio
19 How to print guest folio
20 How to make sharer reservation
21 How to feed remarks in guest history
22 How to add a sharer
23 How to make add on reservation
24 How to amend a reservation
25 How to cancel a reservation
26 How to make group reservation
27 How to make a room change on the system
28 How to log on cashier code
29 How to close a bank at the end of each shift
30 How to put a routing instruction
31 How to process charges
32 How to process a guest check out
33 How to check out a folio
34 How to process deposit for arriving guest
35 How to process deposit for in house guest
36 How to check room rate variance report
37 How to process part settlements
38 How to tally allowance for the day at night
39 How to tally paid outs for the day at night
40 How to tally forex for the day at night
41 How to pre-register a guest
42 How to handle extension of guest stay
43 Handle deposit and check ins with voucher
44 How to post payment
45 How to print checked out guest folio
46 Check out using foreign currency
47 Handle settlement of city ledger balance
48 Handle payment for room only to Travel Agents
49 Handle of banquet event deposits
50 How to prepare for sudden system shutdown
51 How to checkout standing batch totals
52 How to do a credit check report
53 How to process late charges on third party
54 How to process late charges to credit card
55 How to check out during system shut down
56 Handling part settlements for long staying guest
57 How to handle paymaster folios
58 How to handle bills on hold


MARKING SCHEME FOR PRACTICAL EXAMINATION (SEM-VI) BHM353

MAXIMUM MARKS  100   PASS MARKS   50 DURATION    03.00 HRS

                 MARKS

1. Uniform & Grooming     : 10
2. Guest Handling Situation    : 20
3. Technical knowledge     : 20
4. Four Practical Tasks on PMS (4x10=40)   : 40
5. Journal       : 10                  TOTAL       :          100

NOTE:

1. Speech, Communication, Courtesy and Manners should be observed throughout.

2. PMS tasks as per syllabus.

3. Guest Handling Situation as per syllabus.