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Front Office Management

Course Description

This is a two year programme that provides students with professional skills to operate at the front office in various types of hospitality operations. It entails both theoretical and prac- tical training that equip students with thorough technical, interpersonal and operational skills that will allow them to hold positions as recep- tionists, cashiers, night auditors, guest relation representatives, concierge , public relation of- ficers, and sales clerks.

The two year programme is divided into 6 Terms: Terms 1,2, 4 and 5 are allocated to the taught courses on campus whereas Terms 3 and 6 are allocated to the mandatory industry placement component of the programme in one of the Boma Hotels or in another hotel that is approved by the Career & Placement Office.

In the first year of the course students are introduced to the hospitality and tourism industry, principles of front office operational procedures, front office accounting, reservations, customer service and effective communication, room inventory distribution, Property Management Systems, revenue management, and how the front office interacts with all the departments of the hotel: housekeeping, food and beverage, banquet, controller, maintenance, security, marketing and sales and human resources. Additional modules include environmental studies and social aspects of tourism.

In the second year of the course and after completing their first industry placement, students are introduced to front office operations supervision, managerial and financial accounting, sales and marketing, hospitality operations management, human resources management, leisure and recreational studies.

TThe Applied Hotel operations modules during the terms spent on campus aim to equip stu- dents with hands-on front line experience whilst working in a real life operation in one of the Boma Hotels where they can apply the skills and knowledge learned in taught components of the course. The ultimate aim of this module is to engage students in a constant search for quality service provision while performing routine tasks in a real life environment.

Throughout their studies students are taught how to work in teams, how to be creative, innovative and research-oriented and, above all, how to excel in their chosen career.

Course Outline

On completion of this module, students will be able to:

  • Demonstrate knowledge of the key functional areas of front office
  • Describe the function and activities of the reservations, reception and cashiers departments
  • Analyse guest accounting processes
  • Review the use yield management, statistics and reports within the front office operation
  • Explain the importance of security and safety within rooms division including key legislation for reception operations
  • Describe the key features of the communication services available to guests
  • Explain the role front office plays in in selling hotel services and facilities
Method of Delivery

Lecture & Practical