HTMT 1020 - Lodging Management 1
Credit Hours: 3.00
This course presents a logical approach to front office procedures by detailing the guest’s interaction with the lodging facility, from the reservation process to checkout and settlement. The student will be exposed to the various elements of effective front office management, considering planning and evaluation of front office operations and staff. The front office operation is placed within the context of the overall operation of a hotel.
Billable Contact Hours: 3
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OUTCOMES AND OBJECTIVES
Outcome 1: Upon completion of the course, students will demonstrate competency in describing front office operations during the four stages of the guest cycle.
- List the steps for taking a reservation.
- List the seven steps of the registration process.
- List the front office activities during guest occupancy.
- 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.
- Explain the function of pre‐registration.
- Describe the function of registration records.
- Identify factors that affect room and rate assignments.
- 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.
- Summarize front office accounting fundamentals.
- Outline the front office accounting formula.
- Identify the functions and procedures related to check out and settlement.
- 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.
- Identify the functions of the front office audit.
- Describe the steps in the front office process.
- 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.
- Discuss how lodging managers maximize revenue using capacity management, discount allocation, and duration control.
- Apply common formulas lodging managers use to measure and manage revenue.
- Explain how revenue management decisions are impacted by various local market conditions.
COMMON DEGREE OUTCOMES (CDO)
• Communication: The graduate can communicate effectively for the intended purpose and audience.
• Critical Thinking: The graduate can make informed decisions after analyzing information or evidence related to the issue.
• Global Literacy: The graduate can analyze human behavior or experiences through cultural, social, political, or economic perspectives.
• Information Literacy: The graduate can responsibly use information gathered from a variety of formats in order to complete a task.
• Quantitative Reasoning: The graduate can apply quantitative methods or evidence to solve problems or make judgments.
• Scientific Literacy: The graduate can produce or interpret scientific information presented in a variety of formats.
CDO marked YES apply to this course:
Critical Thinking: YES
Global Literacy: YES
Quantitative Reasoning: YES
COURSE CONTENT OUTLINE
- The Lodging Industry: Classifying Hotels
- Target markets
- Levels of service
- Ownership and affiliation
- Reasons for traveling
- Multicultural awareness
- Hotel Organization
- Organizational missions
- Hotel organization/departments
- Front Office Operations
- The guest cycle
- Front office systems
- Front office forms
- The front desk
- Front office equipment
- Property management systems
- Reservations and sales
- Types of reservations
- Reservation inquiry
- Group reservations
- Reservation availability
- The reservation record
- Reservation confirmation
- Reservation maintenance
- Reservation reports
- Reservation considerations
- Front office responsibilities
- Front office communications
- Interdepartmental communications
- Guest services
- Front office security functions
- Front office accounting
- Check‐Out and Settlement
- The night audit
- Functions of the night audit
- The night audit process
- Verifying the night audit
- Planning and Evaluating Operations
- Establishing room rates
- Forecasting room availability
- Budgeting for operations
- Evaluating front office operations through reports
- The Concept of Revenue Management
- Measuring yield
- Elements of revenue management
- Using revenue management
- Revenue management computer software
- Managing Human Resources
- Skills training
- Staff scheduling
Official Course Syllabus - Macomb Community College, 14500 E 12 Mile Road, Warren, MI 48088
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