ÇAĞ UNIVERSITY
FACULTY OF ECONOMICS AND ADMINISTRATIVE SCIENCES
Learning Outcomes of the
Course
Code
Course Title
Credit
ECTS
THM 205
7
Front Office Management
3 (3-0-0)
Prerequisites
None
Language of Instruction
Mode of Delivery
Face to face
English
Type and Level of Course
Compulsory/ 2.Year/ Fall Semester
aduran1972@hotmail.com
Lecturers Name(s)
Lecturer Alper DURAN
Course Objective
Objective of this course is to teach the importance and operations of front office which is the
mirror of the hotel quality
Relationship
Prog. Output
Net Effect
1
1
Recognize the general features of the hotel
5
Express the importance of the front office deparmant
2
2
5
3
3
Understand the functioning of used front office operation
5
system.
4
4
Follow the check in and check out procedures of the guest
5&8
5
5
Understand the application of management functions in front
5
office .
6
6
Recognize reservations coming types and process.
5&8
7
7
Understand guest types and selling techniques
5&8
8
8
Follow guest accounts and pay methods
5&8
Course Description: Course mainly covers understanding the parts of the front office (reservations, front desk, cashier,
concierge, telephone operator) and fill the documents and reports manual to provide the operations of front office
Course Contents: ( Weekly Lecture Plan )
Weeks
Topics
Preparation
Teaching Methods
1
Structure, classifications, properties of the
Textbook: Ch. 1
Presentation & Discussion
hotel industry
2
The importance of the front office in the hotels
Textbook: Ch 2
Presentation & Discussion
3
Front office systems –Manual system
Notes
Presentation & Discussion
4
Mechanical front office System
Notes
Presentation & Discussion
5
Welcome guests by the front office
Textbook: Ch 3
Presentation & Case Studies
6
Process during the accommodations and
Textbook: Ch 3
Presentation & Discussion
checkout
7
Management functions in front office
Notes
Presentation & Case Studies
8
Shifts and security system in front office
Textbook: Ch 5
Presentation & Case Studies
9
Reservations coming type and process which
Textbook: Ch 6
Presentation & Case Studies
is followed when reservations come
10
Pursuing Reservations and reservation charts
Notes
Presentation & Discussion
11
Guest and room type , room selling technique
Textbook: Ch 11
Presentation & Case Studies
12
Guest accounts and pay methods
Textbook: Ch 12
Presentation & Discussion
13
Guest complain in front office
Notes
Presentation & Discussion
14
An overview
Questions & Answers
REFERENCES
Textbook
Kasavana and Brooks,2003, Managing Front Office Operations, , AHMA Educational
Institute, USA
Recommended Reading
ABBOTT Peter and LEWRY 2008, Front Office Procedures, social skills, yield and
management, Second Edition, Elsevier, USA.
Material Sharing
Learning Objectives for Chapters and Presentation Slides can be reached via ÇAĞ Student
Automation System.
ASSESSMENT METHODS
Activities
Number
Effect
Notes
Midterm Exam
1
30%
Quizzes
4
5%
Homework
4
5%
40%
Effect of The Activities
60%
Effect of The Final Exam
Contents
Hours in Classroom
Hours out Classroom
ECTS TABLE
Number
14
14
Hours
3
3
Total
42
42
Homeworks
Implementation
Quizzes
Midterm Exam
Fieldwork
Final Exam
2
4
4
1
1
1
6
5
3
18
20
30
Total
Total / 30
ECTS Credit
RECENT PERFORMANCE
12
20
12
18
20
30
196
=196/30=6,53
7