HTMT 1020 - Lodging Management 1

Credit Hours: 3.00

Objectives:

1. List the steps for taking a reservation.
2. List the seven steps of the registration process.
3. List the front office activities during guest occupancy.
4. List the front office activities required for check out and settlement.

Outcome 2: Upon completion of the course, students will demonstrate competency in employing the registration process.

Objectives:

1. Explain the function of pre‐registration.
2. Describe the function of registration records.
3. Identify factors that affect room and rate assignments.
4. Outline methods for establishing methods of payment.

Outcome 3: Upon completion of the course, students will demonstrate competency in employing the procedures related to the check out and settlement process.

Objectives:

1. Summarize front office accounting fundamentals.
2. Outline the front office accounting formula.
3. Identify the functions and procedures related to check out and settlement.
4. Describe express and self check out procedures.

Outcome 4: Upon completion of the course, students will demonstrate competency in performing the front office audit process.

Objectives:

1. Identify the functions of the front office audit.
2. Describe the steps in the front office process.
3. Explain the concept of centralized front office audits.

Outcome 5: Upon completion of the course, students will demonstrate competency in explaining the concept of revenue management.

Objectives:

1. Discuss how lodging managers maximize revenue using capacity management, discount allocation, and duration control.
2. Apply common formulas lodging managers use to measure and manage revenue.
3. Explain how revenue management decisions are impacted by various local market conditions.

1. The Lodging Industry: Classifying Hotels
   1. Size
   2. Target markets
   3. Levels of service
   4. Ownership and affiliation
   5. Reasons for traveling
   6. Multicultural awareness
2. Hotel Organization
   1. Organizational missions
   2. Hotel organization/departments
3. Front Office Operations
   1. The guest cycle
   2. Front office systems
   3. Front office forms
   4. The front desk
   5. Front office equipment
   6. Telecommunications
   7. Property management systems
4. Reservations
   1. Reservations and sales
   2. Types of reservations
   3. Reservation inquiry
   4. Group reservations
   5. Reservation availability
   6. The reservation record
   7. Reservation confirmation
   8. Reservation maintenance
   9. Reservation reports
   10. Reservation considerations
5. Registration
6. Front office responsibilities
   1. Front office communications
   2. Interdepartmental communications
   3. Guest services
   4. Front office security functions
   5. Front office accounting
7. Check‐Out and Settlement
   1. The night audit
   2. Functions of the night audit
   3. The night audit process
   4. Verifying the night audit
8. Planning and Evaluating Operations
   1. Establishing room rates
   2. Forecasting room availability
   3. Budgeting for operations
   4. Evaluating front office operations through reports
9. The Concept of Revenue Management
   1. Measuring yield
   2. Elements of revenue management
   3. Using revenue management
   4. Revenue management computer software
10. Managing Human Resources
    1. Recruiting
    2. Selecting
    3. Hiring
    4. Orienting
    5. Skills training
    6. Staff scheduling