its about front office of hospitality management

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INS Form 1
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COURSE SYLLABUS
in
HMPE 222
FRONT OFFICE OPERATION
2nd
Semester, AY 2023 – 2024
Department/Area : Hospitality Management
Curriculum : Bachelor of Science in Hospitality Management
Curricular Year : Second Year
No. of Hours/Sem : 54
Credit Unit(s) : 3
Prerequisites : NONE
Vision of the University : CTU as a premier, inclusive, globally-recognized research and innovation, smart, community-responsive, and sustainable technological
university.
Mission of the University : The University shall primarily providing leading-edge degree programs, innovative professional, entrepreneurial, and technical instruction as
well as research, extension and resource generation programs that address both the needs of the region and the nation in the context of the
global knowledge economy, Fifth Industrial Revolution, and sustainability.
Goals of the University : By the end of 2024, CTU will be globally recognized for its quality.
Specifically, it will:
 Obtain a Philippine university system status with a CHED SUC Level V recognition or equivalent:
 Be ranked among Top 10 Universities in the Philippines:
 Achieve world-class performance and excellence using leading quality management system for quality assurance and control;
 Be an internationally recognized and rank university (including Quacquarelli Symonds, Times Higher Education, Shanghai University
Ranking, World University Rankings);
 Develop innovative academic initiatives, including medical and allied fields engineering and technology, and transnational higher education
programs for enhance career pathways, qualifications, recognitions, accreditations, specialization and progression programs, and global
mobility; and
 Lead innovations in the Fifth Industrial Technology.

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Core Values :
Graduate Attributes :
Commitment, Transparency, Unity, Patriotism, Integrity, Excellence, Spirituality (CTU PIES)
Three to five years after graduation, CTU Hospitality Management graduates will be:
1. Highly Skilled Individual, a globally competitive individual equipped with essential knowledge, skills, and attitude relevant to
a successful career in the hospitality industry;
2. Ethically Imbued Professional, who adhere to the principles of empathetic and respectful service in diverse and multicultural
context;
3. Service Oriented Worker, who is an active leader in promoting the country’s hospitality and tourism events and activities in
local and global arena based on the principles of tourism sustainability; and
4. Effective Communicator, who involves in promoting the country’s hospitality and tourism events and activities in local and
global arena, as well as contribute to the sociocultural, environmental, and economic impacts of tourism industry.
Program Learning Outcomes : The graduates of BSHM should have developed the ability to:
1. Effectively communicate orally and in writing using English, Filipino, mother tongue language, and an appropriate Foreign
Language required by the industry;
2. Work effectively and independently in the multi-disciplinary and multi-cultural teams;
3. Act in recognition of professional, social and ethical responsibility;
4. Perform the basic functions of management such as planning, organizing, leading and controlling;
5. Apply the basic concepts that underlie each of the functional areas of business (marketing, finance, human resources
management, production and operations management, information technology, and strategic management) and employ these
concepts in various business situations;
6. Select the proper decision making tools to critically, analytically and creatively solve problems and drive results;
7. Apply information and communication technology (ICT) skills as required by the business environment;
8. Plan and implement business-related activities; and
9. Exercise high personal moral and ethical standards.
Course Description : This course is designed to provide students with the knowledge, skills and attitudes to perform front office and reception duties
and be qualified as a Front Office attendant in any lodging establishment.

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It includes the study of the general management and standard operating procedure of a hotel’s / resort’s front office with special
focus on accommodation establishments of international standards and includes bell service reception / information ,
reservation , cashiering, handling of telephone exchange and business centers. (CMO 62. S. 2017)
Course Learning Outcomes (CLOs): At the end of the course, the students would be able to:
CLO 1. Recognized the basic procedures of the front office function. (PO A4,C1)
CLO 2. Applied the basic procedures on how to take calls , receive reservations , checking people into and out the venue
and other functions necessary to provide a memorable experience for the guest . (PO A1, B6,C13)
CLO 3. Critically evaluated the importance of quality service in accommodation services . (PO B3)
CLO 4. Performed the basic front office procedures in meeting the needs of the guest . (PO C10, C13)
CLO 5Developed the skills needed to perform the tasks for each function in front office operation.(PO B2)
CLO 6.Demonstrated appreciation on vital role of the Front office in providing an efficient , dedicated front office staff in a
successful accommodation venue ( PO A3 )
Course Content:
INTENDED LEARNING OUTCOMES
(TIME ALLOCATION)
ASSESSMENT TASKS TEACHING-LEARNING
ACTIVITIES CONTENTS
LEARNING
RESOURCES
REMARKS
Deliberate the relationship of the course to the VMGO of
CTU and its Delivery Units.
Deliberate the
relationship of the
course to the VMGO of
Lecture presentations
Lecture presentations
ORIENTATION
CTU Manual

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Orient learners to course requirement and class policies.
(3 hours)
At the end of the unit, the students must be able to:
a. Illustrate the organizational charts of common
accommodation venue structures,( CLO 1)
b. Portray the role of each personnel of the front
office department. (CLO 4)
c. Explain the cycle of service and the “moment of
truth.” (CLO 2)
(5 hours)
CTU and its Delivery
Units.
Orient learners to
course requirement and
class policies.
KWL chart (what you
know, what you want to
know and what you
learn).
Students will share their
initial thoughts and
feelings about the topic.
Group dynam
Lecture
Interaction
Class participation
assignment (Visit a service
establishment)
1. Vision, Mission, Goals,
and Objectives of
CTU/CME/HM and
Orientation of the Course
2. 6S of Housekeeping
4. Classroom policies
5. Introduction
How the course is
structured.
Unit 1: Introduction to
Front Office Skills and
Procedure
a. Departments of
accommodation
venues.
b. Front Office
organizational
chart.
c. Roles and
responsibilities of
front office staff
Cycle of service: pre-arrival,
arrival, occupancy and
departure.
Student handbook
Ppt. slides
Video clips (front
office Staff)
Hand outs

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a. Respond to incoming telephone calls and;
b. Make telephone calls using proper telephone
manners.
(CLO 1-5)
(13 hours)
Presentation of work
outputs.
Activity 1: Student
demonstration on
responding incoming
calls.
Activity 2: Student
demonstration on
making telephone calls.
Activity 3: Student
demonstration in
answering calls in
different situations.
Class participation
assignment (CPA)
Lecture
Activities on responding to
incoming calls.
Activities on making
telephone calls.
Group activity: managing
complains, emergency,
threatening, suspicious calls
and difficult request
Unit II: Telephone Skills
and Exchange Procedure
a. Respond to incoming
calls
 Understand
common telephone
systems
 Answer telephone
calls according to
organizational
standards
 Transfer calls,
screen calls and
place calls on hold
 Record information
 Manage complains
on the telephone
 Manage
emergency,
threatening and
suspicious calls
 Manage difficult
requests
b. Making telephone
calls
 Place outgoing calls
 Respond to
telephone
messages
Document telephone
conversation
ppt slides
Video clips
(telephone
manners)
handouts
Forms used in
telephone exchange
section
PRE-LIM EXAMINATIONS

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a. Understand the roles of the reservation
department,
b. Performed in receiving reservation requests,
c. Update reservations and;
d. Advised other departments about guest
reservation. (CLO 1, 3 & 5)
(21 hours)
Activity worksheets:
Activity 4: Receiving the
reservation
Activity 5: Amendment
and cancellation of
reservation
Activity 6: Hotel
occupancy forecast
Activity 7:
Demonstration on
receiving the reservation
(role play)
Student presentation of
work outputs.
Lecture
Class participation
assignment (CPA)
Activities on receiving
reservation requests,
updating the reservation,
and advising other
departments on guest
reservation
Unit III: Reservation
Procedure
a. Roles of the
reservation
department
 Manage and
maintain
reservations
 Manage room
yield
 Sell rooms
b. Reservation
Requests
 Determine
availability of a
reservation request
 Offer alternatives if
the requested
booking is not
available
 Answer inquiries
regarding cost and
features
 Record the
reservation details
 Manage allotments
 Manage potential
reservation
problems
 Filing of
reservations
c. Update
reservations
ppt slides
video clips
(reservation)
Forms used in
reservation
notes

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 Update the
financial status of
the reservation
 Manage
guaranteed and
non-guaranteed
bookings
 Receive, process
and record
amendments and
cancellations
 Communicate
reservation details.
MID-TERM EXAMINATIONS
a. Described the role of reception;
b. Prepared for guest arrival;
c. Welcome and register guests;
d. Provide other reception services;
e. Organized guest departure and;
f. Prepare front office records and reports. (CLO 1-
5)
(21 hours)
Activity 8: Conduct an
interview on check-in
and check-out
procedures in the
different categories of
hotels and other
accommodation venues.
Activity 9: Student
demonstration on
welcoming and
registering guest with
and without reservation
Lecture
Class Participation
assignment (CPA)
Activities on preparing for
guest arrival
Activities on welcoming and
registering guests
Unit IV. Front
Desk/Reception Services
a. The role of
reception
b. Preparing for guest
arrival
 Prepare reception
area
 Check and review
daily arrival details
 Allocate rooms
 Pre-register guest
 Preparing
registration cards
c. Welcome and
register guest
ppt slides
Video clips (Front
desk/reception)

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Activity 10: Student
demonstration on
checking out the guest,
attending guest
disputes, late charges
and complaints.
Activities on posting charges,
checking out of guest and
preparing reports.
 Welcome guest
 Confirm details of
reservation with
guest
 Confirm payment
details
 Offer other services
and “room the
guest”
 Check-in guest
without reservation
or walk-in guest.
 Manage problems
with bookings and
room availability
 Monitor arrivals
d. Other reception
services
 Post charges to
guest accounts
 Manage room
moves
 Manage extensions
and early
departures
 Make wake-up calls
 Provide other guest
services
e. Organize guest
departure
 Review departure
lists
 Process guest
departure
 Process payments
Forms used in
reception or front
desk

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 Manage items in
dispute, late
charges and guest
feedback
 Update records a
guest has departed.
 Prepares front
office records and
reports
SEMI-FINAL EXAMINATIONS
a. Described the role of the porter/uniformed
services,
b. Handle guest arrivals and departures,
c. Handle guest luggage, security and respond to
requests for ancillary services. (CLO 1-5)
(10 hours)
Presentation of work
outputs
Activity 11: Student
demonstration on
handling guest arrivals,
departures and selling of
hotel facilities.
Activity 12: Student
demonstrations on
providing other services
and information for
guests.
Lecture
Class Participation
assignment (CPA)
Brainstorming activity
Activities on handling guest
arrival, departure and
perform other ancillary
services such as selling hotel
services and facilities and
providing information for
guests
Unit VI. Porter services
 Describe the role of
the porter
 Desirable qualities
of a porter
 Handle guest
arrivals and
departures
 Undertake pre-
arrival activities,
arrival and
departure activities
 Handle guest
luggage
 Observe correct
manual handling
 Collect, safely
transport and
deliver guest
luggage
 Porter’s role in
security
Ppt slides
Handouts
Video clips (bell
service)

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Revision: 5
Prevent theft, suspicious
behavior and dealing with
disturbances
a. Process the financial transactions such creating
guest account,
b. Process and record charges,
c. Process and record payment,
d. Prepare and issue receipts and manage refunds
(CLO 1-5)
(11 hours)
Lecture
Class Participation
assignment (CPA)
Activity 13: Activity on
creating guest account,
recording charges and
payment.
Lecture
Class Participation
assignment (CPA)
ActivitIes on creating guest
account, recording charges
and payment.
Unit VII. Financial
Transaction/Cashiering
Function
 Creating the guest
account
 Process and record
charges
 Process and record
payments
 Prepare and issue
receipts.
Ppt slides
Handouts
Notes
Final Term Examination: and NC 2 CERTIFICATE (optional)
References/Books:
References:
1. Singh, GarsinderPreet (2016) Accomodation Management and Tourism, Random Publications, New Delhi, India.
2. 3GE Learning (2016) Front Office Services, United Arab Emirates.
3. Kanchan, ArabI (2012) Front Desk Management, Centrum Press, New Delhi, India.
4. Gupta, Shallini (2011) Front Office Operation and Administration, Centrum Press, New Delhi, India.
5. Vivienne O’shannessy (2000) Front Office skills: A Practical Approach, Pearson Education Limited, Australia.
6. Colin, Dix & Baird, Chris (1998) Front Office Operation, Pearson Education Limited, United Kingdom.
Course Requirements : 1. Attendance
2. Active Participation
3. Research Work, Assignments, Oral Presentation,
4. Performance task or class activities
5. Role play or demonstration

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Revision: 5
6. Compilation of activities
7. Major examination
Evaluation Procedures: (Approved Grading System Applicable to the Course/Program)
Grading System: for ACADEMIC and PROFESSIONAL subjects
Laboratory
Daily Quizzes - 20%
Grade Oral Participation - 10%
Term Examination - 20 %
Practical Exam/Hands-on - 30%
Project - 20%
Total - 100%
Prepared by : ROXANNE H. BALAAN
Revision Date: January 31, 2023
Submission Date: January 31, 2023
Consultation Hours: Please see attached time utilization form
Upon Recommendation by the Committee
REY ANTHONY S. SARONA, DBA MA. LESLIE B. BASALLO, DBA, DPA RONALD M. RAMIREZ, Ph. D
Argao Campus Barili Campus San Francisco Campus
APPROVED BY:
ANTHONY ILANO, Ph. D.
University Dean of Instruction