Houston Community College System
Hotel/Restaurant Management
HAMG 1313
FRONT OFFICE PROCEDURES
Credit 3: (3 lecture)
Course Description
A study of the flow of activities and functions in today’s lodging operation. Topics include a comparison of
manual, machine assisted, and computer based methods for each front line function.
Co- Requisites:
None
Pre-Requisites:
None
Course Goals and objectives:
By the end of the semester student will be able to:
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Explain the importance of effective front office operations in the hospitality industry.
Learn the basic concepts, terminology and unique features of front office operations.
Discuss department in the hotel, and explain the organizational charts depicting the
relationships between sections and departments in the hotel.
Explain the mission, objectives, goals and strategies in a hotel and the front office department.
Explain the systematic approach to the hotel front office operation and the flow of business
through the hotel.
Discuss reservation systems and reservation process.
Identify, describe, segment, illustrate, and highlight the registration system, with a stress on
the sale of guest rooms.
Examine and explain guest rooming considerations.
Explain the function and operation of basic front office equipments.
Explain and discuss the guest accounting process.
Discuss the functions and procedures involved in the night audit process.
Outline the check-out and settlement procedures, and know the forms generated and used in
the process.
Analyze relevant statistics and develop a forecasting procedure for a hotel/motel property.
Develop procedures to determine common complaints and methods for handling them.
Develop procedures regarding hotel safety and security with particular emphasis on handling
lost and found items and protecting guests, employees, and their assets.
Identify the career opportunities and steps that they might take to progress in the hospitality
industry.
SCANS
1. Basic Skills-Arithmetic- In this course student will learn how to calculate, percentage
of occupancy, percentage of double occupancy and verify other data from a night audit
report.
2. Information-Evaluate Information- In this course student will interpret a basic hotel
yield management scenario.
Instructor
Juanita Johnson
(713) 924-1660
Jjohnso5@houstonisd.org
Textbook:
Check-In Check; Managing Hotel Operations by Gary K. Vallen, Jerome J. Vallen, 8th edition published by
Pearson/ Prentice Hall
Lab Requirements: None
Students with Disabilities
“Any student with a documented disability (e.g. physical, learning, psychiatric, vision, hearing, etc.) who
needs to arrange reasonable accommodations must contact the Disability Services Office at the respective
College at the beginning of each semester. Faculty are authorized to provide only the accommodations
requested by the Disability Support Services Office.”
If you have any questions, please contact Disability Counselor at your college or Donna Price at (713) 7185165.
Academic Honesty
Students are responsible for conducting themselves with honor and integrity fulfilling course requirement.
Attendance and Withdrawal Policies:
I.
Attendance
A. Students are expected to attend all classes.
B. Students are responsible for all work missed during and absence.
C. If a student missed more than two classes, he/she may be withdrawn from the course
by the instructor.
II.
Withdrawal
To help students avoid having to drop/withdraw from any class, HCC has instituted and Early Alert
process by which your instructor will "alert" you and HCC Student Services of the chance you might
fail a class because of excessive absences and/or poor academic performance. You should visit
an HCC counselor or HCC Online Student Services to learn about what, if any, HCC interventions
might be offered to assist you - tutoring, child care, financial aid, job placement, etc. - to stay in
class and improve your academic performance.
You MUST visit with a counselor or on-line student services prior to withdrawing (dropping) the
class and this must be done prior to April 8, 2008, 4:30PM to receive a "W" on your transcript.
After that deadline, you will receive the grade you are making in the class which will more than
likely be an "F".
A student may withdraw in any of the following ways:
A. Complete an official withdrawal form at the campus attended or any other
HCCS campus.
B. Send a letter requesting withdrawal to:
Registrar
Houston Community College System
P. O. Box 667517
Houston, TX 77266-7517
Course Requirements and Grading Policy:
I.
Course Requirements
To cover the concepts presented in the text and student manual, lecture/discussion
method will be used. Guest speakers will be invited to lecture at some of the class periods
to cover various aspects of law as they apply to the lodging business.
II.
Grade Policy
A = 90 – 100
B = 80 – 89
C = 70 – 79
D = 60 – 69
F = 59 or below
Testing
Students performance will be evaluated through true/false fill in the blank and multiple choice questions.
To evaluate students’ achievement for the stated objectives he/she will complete a comprehensive final
exam.
Final Evaluation Criteria
Attendance and participation
Two progress tests
Final Exam
25%
50%
25%
Make-up Policy
Only under special circumstances that the student does not have any control and with the instructors
approval, make ups will be given.
Notice: Students who repeat a course for a third or more times may soon face significant tuition/fee increase at HCC and other Texas public
colleges and universities. Please ask your instructor/counselor about opportunities for tutoring/other assistance prior to considering course
withdrawal or if you are not receiving passing grades.
Projects, Assignments, Portfolios, Service Learning, Internships, etc.
COURSE CONTENT:
The Traditional Hotel Industry, The Modern Hotel Industry, The Structure of Hotel Industry, Forecasting
Availability and Overbooking, Global Reservations Technologies, Individual Reservations and Group Bookings,
Managing Guest Services, Arrival, Reservation, Assignment, and Rooming, The Role of the Room Rate, Billing the
Guest Folio, Credit and City Ledger, Cash Transactions and The Night Audit.