Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Chapter 7.0 Overview and Professional Profile
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: This lesson introduces students to the reasons behind the need to seek learning opportunities, both
in the form of training and formal education, in order to build a successful career in the hospitality and tourism
industry. This is a role modeled in the professional profile of Mr. Rama.
Core and/or Cluster Standard: SL.11-12.S1d
Learning Objectives
Key Points
Lesson Plan 7.0.1
Introduce students to the history of
educational opportunities in the
hospitality and tourism industry that have
grown out the need for skilled personnel.
Historically hotels were family run but
today the majority of hotels are run by
large corporations who require
employees to have a strong working
knowledge of:
 Operations
 Financial processes
 Leadership skills
 Human resources
 Legalities specific to hospitality
businesses
Identify the reasons the behind the need
for industry leaders such as Mr. Rama to
help train and develop both high school
and college students.
Discuss how the industry benefits by
having knowledgeable and educated
employees and managers.
Materials
Textbook pp. 101
Teacher Resource USB Drive
 PowerPoint 7.0.1
 PowerPoint 7.0.2
The industry benefits by hiring skilled
professionals who already have a
working knowledge of:
 Property operations
 Financial reporting
 Managing people
 Legal compliance concerns and
challenges
Related URLs
Homework Assign:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Classroom Management
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.1 Introduction
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: The front office operation encompasses all the areas, functions, and activities used to support
guest transactions and services. This lesson will introduce students to the duties and responsibilities of the front
office.
Core and/or Cluster Standard: RI.11-12.S3
Learning Objectives
Key Points
Materials
Lesson Plan 7.1.1
Identify to students the key areas
responsibility for the Front Office Manager
(FOM) as those duties relate to the front
office operation.
FOM duties include:
 Excellent communication skills
 Strong leadership skills
 Creative problem-solving
 Good administrative skills
 Strong math skills
 Good organizational skills
 Strong people skills
 Exceptional understanding of
guest service
Textbook pp. 102-103
Expand on the types of positions reporting
to the FOM and the reasoning behind
assigning those positions to the front
office department.
Front office covers:
 Front desk
 Uniform services (bell person,
parking, and valet services)
 Concierge/guest service
 Transportation (airport or local
attractions shuttle services)
 Cashiers (gift shop and check
cashing)
 Night audit
Teacher Resource USB Drive
 PowerPoint 7.1.3
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Identify the other departments the front
office staff must consistently communicate
and interact with in order to provide the
seamless guest experience discussed
previously in the HTMP textbook.
The front office staff are in continuous
contact with:
 Housekeeping
 Food and beverage
 Security
 Engineering
 Marketing and sales
Textbook pp. 103
Lesson Plan 7.1.2
Explain and discuss with students the
functions associated with the guest cycle
in the front office operation.
Use the graphic in the textbook during
the discussion to illustrate the flow of
a guest through the front office
operation.
Textbook pp. 103
Assign Apply Your Learning 7.1 from
Student Textbook and Section 7.1
activities in the Student Workbook.
Use Apply Your Learning 7.1 and
review Section 7.1 activities.
Teacher Resource USB Drive
 PowerPoint 7.1.4
Teacher Resource USB Drive
 PowerPoint 7.1.5
Discuss students’ answers in class.
Administer Section 7.1 Quiz and discuss
student answers in class.
Use Section 7.1 Quiz as a review of
Section 7.1.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.1
Related URLs
Homework Assign:
Classroom Management
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.2 Rooms Division
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: This lesson will introduce students to the main role of the rooms division and the two departments
typically assigned to it. The job positions common to rooms division will be introduced as well.
Core and/or Cluster Standard: RI.11-12.S1
Learning Objectives
Lesson Plan 7.2.1
Introduce students to the role of rooms
division in hotel operations. Also identify
the two departments that make up the
rooms division.
In most cases this division also the largest
operating area of a typical hotel.
Emphasize the large amount of direct
contact this division has with guests and
the impact this contact has on the guest
experience.
Lesson Plan 7.2.2
Identify the variables between various
sizes of hotel properties and emphasize
how the size will determine how complex
the rooms division will appear on an
organizational chart.
Indicate to students how the two
departments appear separate but off-set
in the full-service chart to indicate the
presence of the room division.
American Hotel & Lodging Educational Institute
Key Points
Materials
The role of rooms division is to operate
all accommodation-related services
such as:
 Front desk operations
 Housekeeping services
 Concierge and valet services
 Breakfast bar services (in small
properties)
 Business office services
Textbook pp. 104
Major differences in hotel structure
for:
 Small properties
No rooms division is needed and
the housekeeping and front office
are often operated as
independent departments. Both
will typically report to the general
manager in very small limited
service properties.
 Full-service resorts
The larger the property the
greater the size of the two
departments with both requiring
additional levels of management
Textbook pp. 105
Teacher Resource USB Drive
 PowerPoint 7.2.6
 PowerPoint 7.2.7
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
to oversee the division’s
operations. Eventually the highest
level of leadership, the rooms
division manager or director, will
be the one reporting to the
hotel’s general manager.
Assign Apply Your Learning 7.2 from
Student Textbook and Section 7.2
activities in the Student Workbook.
Use Apply Your Learning 7.2 and
review Section 7.2 activities.
Discuss students’ answers in class.
Administer Section 7.2 Quiz and discuss
student answers in class.
Use Section 7.2 Quiz as a review of
Section 7.2.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.2
Related URLs
Homework Assign:
Classroom Management
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.3 The Front Office Manager
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: The front office manager is responsible for the smooth functioning of the front desk, bell services,
concierge, and other front office operations. Each manager must oversee these areas constantly. This lesson will
introduce students to specific duties and tasks the front office manager.
Core and/or Cluster Standard: RST.11-12.S3
Learning Objectives
Lesson Plan 7.3.1
Outline to students the duties of the front
office manager (FOM).
Emphasize the training/educational
requirement in front office operations and
the need for industry experience working
in the front office area as basis for a
person qualifying for the FOM position.
Discuss the textbook content bullet points
that pertain to the FOM responsibilities.
Ask students for reasons behind each
responsibility and how it impacts the front
office operation
Expand on the revenue management
responsibilities of the FOM and identify to
students the purpose of the three key
items, forecasting, ADR, and RevPAR,
identified in the textbook.
American Hotel & Lodging Educational Institute
Key Points
Materials
Duties requiring industry
training/education and industry
experience include:
 Guest service
 People management
 Leadership
 Revenue management
 Green practices
 Disaster planning and
management
Textbook pp. 106
Raise student awareness of the
purpose of each revenue management
responsibility.
Teacher Resource USB Drive
 PowerPoint 7.3.8
Set the student expectation of future
learning by them that will occur in
chapter 12 where they will be
expected to learn to calculate both
ADR and RevPAR.
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan 7.3.2
Introduce the concept of the standards
required by the payment card industry on
any business accepting credit, debit, or
cash cards.
Assign Apply Your Learning 7.3 from
Student Textbook and Section 7.3
activities in the Student Workbook.
Every business accepting payment
cards must train all employees
handling transaction on the correct
procedures and standards imposed by
the payment card industry selfregulating entity referred to as PCI
Compliance.
Textbook pp. 107
For more information on this topic and
to find the official PCI Security
Standards Council website.
Use a search engine and key
the words:
PCI Security Standards
Teacher Resource USB Drive
 PowerPoint 7.3.9
Use Apply Your Learning 7.3 and
review Section 7.3 activities.
Discuss students’ answers in class.
Administer Section 7.3 Quiz and discuss
student answers in class.
Use Section 7.3 Quiz as a review of
Section 7.3.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.3
Related URLs
Homework Assign:
Classroom Management
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.4 Front Office Positions
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: Typically, front office consists of the front desk representatives, uniformed services, concierge,
night auditor, reservationist, and cashier. This lesson will introduce students to specific duties and tasks each
front office position will be expected to perform.
Core and/or Cluster Standard: RST.11-12.S2
Learning Objectives
Lesson Plan 7.4.1
Introduce students to the type of position
a person seeking a career in the hotel
industry can achieve.
Discuss the job responsibilities and typical
task performed by each position.
Ask:
Why is appropriate for the positions listed
in the textbook to report to the front office
manager?
Lesson Plan 7.4.2
Identify the five key qualities a person in a
front office position should develop in
order to successfully perform all tasks and
skills.
American Hotel & Lodging Educational Institute
Key Points
Typical front office positions
include:
 Front desk representative
 Uniformed services
 Concierge
 Night auditor
 Reservationist
 Cashier
Materials
Textbook pp. 108
Teacher Resource USB Drive
 PowerPoint 7.4.10
The skills in the graphic in the textbook Textbook pp. 109
are shown in order of importance, they
must:
Teacher Resource USB Drive
1. Enjoy working with today’s
 PowerPoint 7.4.11
diverse global traveling public
2. Actively participate in a work
team
3. Competently handle a variety of
computer systems and be willing
to learn new technology as it is
introduced into the industry
4. Actively listen to and be flexible
with guests and coworkers
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
5. Clearly communicate with guests
and other team members
Assign Apply Your Learning 7.4 from
Student Textbook and Section 7.4
activities in the Student Workbook.
Use Apply Your Learning 7.4 and
review Section 7.4 activities.
Discuss students’ answers in class.
Administer Section 7.4 Quiz and discuss
student answers in class.
Use Section 7.4 Quiz as a review of
Section 7.4.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.4
Related URLs
Homework Assign:
Classroom Management
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Additional Learning Activity
Front Office Positions Activity
The front office is comprised of representatives, uniformed services, concierge, night auditor, reservationist, and
cashier.
Using a computer with internet access, conduct a job search for front office positions. Create a log of the position
you find. In the log include the following:
Position/job title
Name of property
Employee type (Part-time of Full-time)
Salary/pay information
Required education
Job responsibilities
Job requirements
Review your log and answer the following:
How many positions did you find?
Which positions appeared most frequently?
Which positions appeared infrequently, or not at all?
Which position would you be most interested in applying to?
Which position are you currently qualified for?
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.5 The Front Desk Operation
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: This lesson outlines the basic role and responsibilities of the front desk staff. A key focus of the
lesson is the differences between guaranteed and non-guaranteed reservations and the process for the handling
of each by the front desk employees.
Core and/or Cluster Standard: RI.11-12.S4
Learning Objectives
Key Points
Materials
Lesson Plan 7.5.1
Identify the role and responsibilities of the
front desk. Show the variety and level of
detail the key responsibilities encompass.
Review the textbook’s bullet point
content on the responsibilities of the
front desk.
Textbook pp. 110
Lesson Plan 7.5.2
Explain to students why the industry has
only two types of reservations. Emphasize
how the need to control room inventory
led to the guaranteed or non-guaranteed
system of reservations.
Two types of reservations
Guaranteed reservations which
require one of the following:
 Prepayment covers the cost of the
room in advance.
 Credit/debit card on file holds
room for guest. If guest is a no
show the card is billed for the cost
of the room.
 Advance deposit holds room for
guest. If guest is a no show then
the deposit is forfeited.
 Travel agent guarantee promises
the property the guest will arrive
and the travel company will
ensure payment is received.
 Corporate guarantee is set up by
contract with a company and
payment guaranteed through that
contract.
 Voucher acts as a form of
Textbook pp. 111
Discuss how this system allows properties
to maximize sales through better
forecasting of current sales to prevent
room going unsold. It isn’t profitable to
accept a non-guaranteed booking since
the guest has no financial reason to show
up and spend the night. The risk of the
guest being a no show is too great. Most
non-guaranteed booking are walk in
guests or last minute booking for that
night when selling the room through other
methods is less likely.
Third-party sites typically can take unsold
rooms and increase sales through online
American Hotel & Lodging Educational Institute
Teacher Resource USB Drive
 PowerPoint 7.5.12
Teacher Resource USB Drive
 PowerPoint 7.5.13
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
bookings.
prepayment.
Non-guaranteed reservations which
occur when:
 No form of prepayment,
deposit, or voucher is received
at time of booking. The
reservation is subject the
property’s cancellation policy
and will only be held to
specified time before it is
returned to inventory for sale
to another guest.
Lesson Plan 7.5.3
Explain the purpose of the registration
cycle and what it is designed to manage
throughout the process.
The purpose of the registration cycle is
to ensure all aspects of a guest stay are
accomplished at the correct point in
the stay. It starts at preregistration and
flows with the guest cycle to
departure.
Textbook pp. 112
Teacher Resource USB Drive
 PowerPoint 7.5.14
The registration cycle is designed to
primarily manage:
 Guest interactions
 Employee responsibilities
 Financial transactions
Assign Apply Your Learning 7.5 from
Student Textbook and Section 7.5
activities in the Student Workbook.
Use Apply Your Learning 7.5 and
review Section 7.5 activities.
Discuss students’ answers in class.
Administer Section 7.5 Quiz and discuss
student answers in class.
Use Section 7.5 Quiz as a review of
Section 7.5.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.5
Related URLs
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Homework Assign:
Classroom Management
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Additional Learning Activity
Reservations Activity
All front desk employees must be prepared to handle guest reservations by phone, e-mail, or in person when a
guest walks in the door wishing to book a room for that night.
Review the information on page 111. Choose a partner and create a dialogue between a guest and a front desk
employee. The person playing the role of the front desk employee must ask for the appropriate information
needed to create a reservation for the guest.
Registration Cycle Activity
The registration cycle is made up of nine steps. The cycle starts before the guest arrives and ends once the guest
has departed the property. Each step builds on the previous one and should be accomplished in the correct order.
Using 9 index cards, write a step of the registration cycle on each card. Select one volunteer. Ask the volunteer to
select one card at random. The volunteer is to create and conduct a scene/role play scenario that demonstrates a
guest’s action/behavior during that step of the registration cycle. The volunteer is allowed to select others students
to help him/her conduct the demonstration. The other students will take turns guessing which cycle is being
represented.
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.6 Guests and the Front Desk
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: This lesson explains the additional duties common the front desk and the purpose each one serves
to guest service and property operation.
Core and/or Cluster Standard: RI.11-12.S3
Learning Objectives
Lesson Plan 7.6.1
Introduce the role of:
 Guest comment cards
 Lobby reader board
 Special needs requests
 Guest recovery
Emphasize how each one is an additional
front desk duty that has a big impact on
the guest experience and act as tools of
controlling various positive and negative
aspect of the guest stay.
American Hotel & Lodging Educational Institute
Key Points
The role of the:
 Guest comment card is to provide
a proactive tool for collecting
guest feedback, both positive and
negative. Comment cards can
often stop a guest complaint from
becoming a major guest relations
issue.
 Guest reader board is to provide
up to date information on guest
activities, meetings, and
conference/convention events.
 Special needs requests are to
provide a way of achieving the
reasonable accommodation
requirement in the ADA law. It
also provides a type of guest
convenience by removing the
need to bring specialty items such
as cribs for use during the stay.
 Guest recovery is to provide
compensation to guests who have
had a negative experienced
through no fault of their own in
controlled manner. Most guest
recovery has defined parameters
for what a guest should receive
based on the details of the
negative experience.
Materials
Textbook pp.
Teacher Resource USB Drive
 PowerPoint 7.6.15
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Assign Apply Your Learning 7.6 from
Student Textbook and Section 7.6
activities in the Student Workbook.
Use Apply Your Learning 7.6 and
review Section 7.6 activities.
Discuss students’ answers in class.
Administer Section 7.6 Quiz and discuss
student answers in class.
Use Section 7.6 Quiz as a review of
Section 7.6.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.6.
Related URLs
Homework Assign:
Classroom Management
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.7
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: This lesson explains the financial reporting cycle and the stage of the guest cycle when it should be
completed.
Core and/or Cluster Standard: RI.11-12.S7
Learning Objectives
Key Points
Lesson Plan 7.7.1
Explain the reasons for using the financial
reporting cycle in order to control the flow
of transactions during the guest stay.
The reason the financial cycle is used
includes:
 Selling guestrooms at a profitable
room rate
 Converting the guest inquiry to a
guaranteed reservation
 Securing form of payment
information
 Processing and posting of all
transactions to guest folio for use
during night audit and billing
processes
 Receiving guest payment on
departure for revenue reporting
Assign Apply Your Learning 7.7 from
Student Textbook and Section 7.7
activities in the Student Workbook.
Use Apply Your Learning 7.7 and
review Section 7.7 activities.
Materials
Textbook pp.
Teacher Resource USB Drive
 PowerPoint 7.7.16
Discuss students’ answers in class.
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Administer Section 7.7 Quiz and discuss
student answers in class.
Use Section 7.7 Quiz as a review of
Section 7.7.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.7
Related URLs
Homework Assign:
Classroom Management
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.8
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: Performance standards clearly state what job skill and tasks an employee must know, define how
each skill or task is to be performed, and provide a consistent method of measuring how well employees perform
each one. This lesson will introduce students to use of performance standards as a performance measure.
Core and/or Cluster Standard: RI.11-12.S3
Learning Objectives
Key Points
Lesson Plan 7.8.1
Introduce the role of performance
standards as a tool for maintaining a high
performing workforce and the
responsibilities of the employee to meet
or exceed the standards.
Performance standards must be:
 Specific to the job, task, or skills
being observed
 Observable in order to determine
the level the employee is
achieving during an observation
 Meaningful to the job, task, or
Emphasize the need for front office staff to
skill being observed or discussed
perform at or above standard due to the
 Measurable in order to establish
amount of direct guest contact these
the level of the employee’s ability
positions experience.
to perform a specific job, task, or
skill
Discuss how performance standards are
typically used.
The standards are used during:
 Performance observations
 Annual reviews
 Coaching of poor performing
employee
 Discussions when guest
complaints have brought
attention to a situation involving
an employee
Lesson Plan 7.8.2
Explain the annual performance review
process as the necessary tool for
objectively observing employee
performance. Expand on the need for all
Discuss the content of the sample task
list shown in the textbook.
American Hotel & Lodging Educational Institute
Materials
Textbook pp. 115
Teacher Resource USB Drive
 PowerPoint 7.8.17
Textbook pp. 116
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
reviews to be conducted in a consistent
manner which is accomplished by the use
of a task checklist.
Discuss how a review observation is
conducted and the next steps employee
should follow in order to use the review as
way to improve on existing skills and gain
new one.
Introduce the idea of using a review a tool
for career growth by seeing it from a
positive viewpoint of opportunities for
developing into a superior employee.
Assign Apply Your Learning 7.8 from
Student Textbook and Section 7.8
activities in the Student Workbook.
After an annual review the next steps
for every employee should be to:
 Read the task checklist
 Mark the areas where they are
high performers
 Write up ways to improve in the
areas where the score was lower
 Plan to improve their
performance before next review
 Ask manager for help making the
plan work
Teacher Resource USB Drive
 PowerPoint 7.8.18
Use Apply Your Learning 7.8 and
review Section 7.8 activities.
Discuss students’ answers in class.
Administer Section 7.8 Quiz and discuss
student answers in class.
Use Section 7.8 Quiz as a review of
Section 7.8.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.8
Related URLs
Homework Assign:
Classroom Management
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Additional Learning Activity
Performance Standards Activity
Using the example on page 116, create a performance review form for the front office manager position. You may
choose the style and look of your forms; however, the form must have at least 10 performance standards. Use your
textbook to review the responsibilities of the front desk manager position. It may also be helpful to review previous
chapters in the textbook. Remember to make sure that each standard is specific, observable, meaningful, and
measurable.
Setting Standards
Divide students into two teams. Have each team create a task. The task can be silly, fun, or creative (such as
balancing a pencil on one’s nose while hopping or making a bracelet out of paper clips). Each team should then
determine what the performance standard is for completing that task—that is, what quality level do they expect?
They should then determine how long it takes to do that task while meeting quality standards. Each team should
then write their performance standard and give it to the other team. Each team should take turns doing the other
team’s task while the other team evaluates their performance and determines whether the productivity standard
(how long it takes to do the task) is realistic.
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Lesson Plan
Section 7.9
Block:  1  2  3  4
Semester:  S1  S2
Date: ___________________
Students will engage in:
 Whole Group
 Small Group
 Cooperative Group
 Individual
Introduction: This lesson will explain to students the four most common types of room rate systems in use by
hotels around the world. Location and guest expectations will be key deciding factor for a property when
choosing the rate system appropriate to the operation.
Core and/or Cluster Standard: RST.11-12.S4
Learning Objectives
Lesson Plan 7.9.1
Introduce the concept of room rate
systems and how which one came into
use.
Expand on the variable between the four
main types and why guests would prefer
one over the other or a hotel would find
one more effective for their business than
another.
Key Points
The various room rate systems were
developed over a long period of time
before more modern methods of
travel were invented. Hotels in
different parts of the world had to
cater to a wide variety of guest needs
and expectation which eventually led
to the four key room rate systems.
Indicate to students how the plan name
may no longer actually be a system in use
the area it is named for. Discuss why the
names are so mismatched.
The name of each system is often
confusing due to the plan not
matching the type of rate system most
common in the area it is named for.
Assign Apply Your Learning 7.9 from
Student Textbook and Section 7.9
activities in the Student Workbook.
Use Apply Your Learning 7.9 and
review Section 7.9 activities.
Materials
Textbook pp.
Teacher Resource USB Drive
 PowerPoint 7.9.19
Discuss students’ answers in class.
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools
Chapter 7: Front Office Operations
Teacher:
School:
Administer Section 7.9 Quiz and discuss
student answers in class.
Use Section 7.9 Quiz as a review of
Section 7.9.
Teacher Resource USB Drive
 Assessment Quiz,
Section 7.9
Administer Chapter 7 Test.
Use Sections 7.1 to 7.9 Quizzes as a
review before administering Chapter
Test.
Teacher Resource USB Drive
 Assessments
Chapter 7 Test
Related URLs
Homework Assign:
Classroom Management
Notes:
American Hotel & Lodging Educational Institute
Hospitality & Tourism Management Program for High Schools