Dr. Cyrus Poonawalla Skill Development Centre

Dept. of Hotel Management

Details of syllabus for all 3 courses under each unit

Front Office

Craft Course
Certificate Course

Front Office- Craft Course (Duration: 2 Month)

	Reference Books: -
	Course outcomes:
	Introduction to basic Front Office.
	Understand role of Front Office in Service Industry.
	Knowledge of different Sections in Front Office.
	Introduction to Basic operational aspects of accommodation operations
	Introduction to Hospitality Industry.
Theory :
Chapter 1	Introduction to Front Office	06 Hrs. 05 Marks
	1.1 Evolution & Development of Hospitality Industry & Tourism.
	1.2 Classification of Hotels
	1.3 Organizational Chart of Hotels (Large, Medium, Small)

Chapter 2	Front Office Department	06 Hrs. 05 Marks
	2.1 Sections & Layout of Front Office.
	2.2 Organizational Chart of Front Office Department (Small, Medium & Large Hotels)
	2.3 Duties & responsibilities of various staff
	2.4 Attributes of Front Office Personnel
	2.5 Coordination of Front Office with other departments of the Hotel.
	2.6 Equipments used (Manual & Automated)

Chapter 3	Room Types & Tariffs	06 Hrs. 05 Marks
	3.1 Types of rooms
	3.2 Food / Meal Plans
	3.3 Types of room rates (Rack, FIT, crew, group, corporate, weekend etc)

Chapter 4	Role of Front Office	06 Hrs. 05 Marks
	4.1 Key control and key handling procedure
	4.2 Mail & Message Handling.
	4.3 Paging and Luggage Handling
	4.4 Rules of the House (for Guest & Staff)
	4.5 Blacklist
	4.6 Bell Desk and Concierge

Chapter 5	Reservation	06 Hrs. 05 Marks
	5.1 Importance of Guest Cycle (Various stages, sections, staff in contact during each stage)
	5.2 Modes & Sources of reservation
	5.3 Procedures for taking reservations (Reservation form, conventional chart, density chart, booking diary with their detailed working and formats) Computerized system (CRS, Instant Reservations)
	5.4 Types of reservation (guaranteed, confirmed, groups, FIT)
	5.5 Procedure for amendments, cancellation and overbooking.

	1. Hotel Front Office Training Manual (Sudhir Andres)
	2. Front Office Management (S K Bhatnagar)

Practicals:		Marks
	1. Telephone Etiquettes.	3
	2. Telephone handling.	3
	3. Key control Procedures and handling room keys (issuing, receiving, missing keys, computerized key cards)	3
	4. Handling guest enquiries.	2
	5. Handling guest messages and mails.	2
	6. Handling Paging for guests.	2
	7. Handling guests who are blacklisted.	2
	8. Bell desk activities and concierge.	3
	9. Handling guest luggage.	2
	10. Taking down reservation request for FIT, Corporate guest, Group / Crew.	3

Front Office - Certificate Course (Duration: 4 Month)

	Reference Books: -
Course outcomes:
Introduction to basic Front Office.
Understand role of Front Office in Service Industry.
Knowledge of different Sections in Front Office.
Introduction to Basic operational aspects of accommodation operations
Introduction to Hospitality Industry.
Theory :		25 Marks

Chapter 1	Introduction to Front Office	06 Hrs. 05 Marks
	1.1 Evolution & Development of Hospitality Industry & Tourism.
	1.2 Classification of Hotels
	1.3 Organizational Chart of Hotels (Large, Medium, Small)

Chapter 2	Front Office Department	06 Hrs. 05 Marks
	2.1 Sections & Layout of Front Office.
	2.2 Organizational Chart of Front Office Department (Small, Medium & Large Hotels)
	2.3 Duties & responsibilities of various staff
	2.4 Attributes of Front Office Personnel
	2.5 Coordination of Front Office with other departments of the Hotel.
	2.6 Equipments used (Manual & Automated)

Chapter 3	Room Types & Tariffs	06 Hrs. 02 Marks
	3.1 Types of rooms
	3.2 Food / Meal Plans
	3.3 Types of room rates (Rack, FIT, crew, group, corporate, weekend etc)

Chapter 4	Role of Front Office	06 Hrs. 02 Marks
	4.1 Key control and key handling procedure
	4.2 Mail & Message Handling.
	4.3 Paging and Luggage Handling
	4.4 Rules of the House (for Guest & Staff)
	4.5 Blacklist
	4.6 Bell Desk and Concierge

Chapter 5	Reservation	06 Hrs. 05 Marks
	5.1 Importance of Guest Cycle (Various stages, sections, staff in contact during each stage)
	5.2 Modes & Sources of reservation
	5.3 Procedures for taking reservations (Reservation form, conventional chart, density chart, booking diary with their detailed working and formats) Computerized system (CRS, Instant Reservations)
	5.4 Types of reservation (guaranteed, confirmed, groups, FIT)
	5.5 Procedure for amendments, cancellation and overbooking.

Chapter 6	Methods of Payment	06 Hrs. 03 Marks
	6.1 Credit Card handling
	6.2 Traveler’s Cheques, Personal Cheques
	6.3 Handling Cash Indian , Foreign Currency, Other methods of Payment (Travel agent , Bill to Company etc)

Chapter 7	Guest Stay	06 Hrs. 03 Marks
	7.1 Rooming a guest (information of hotel facilities & Room)
	7.2 Procedure for Room Change
	7.3 Safe Deposit Procedure
	7.4 Assisting Guest with various information

	1. Hotel Front Office Training Manual (Sudhir Andres)
	2. Front Office Management (S K Bhatnagar)

Practicals:		25 Marks
	1. Telephone Etiquettes.	1
	2. Telephone handling.	1
	3. Key control Procedures and handling room keys (issuing, receiving, missing keys, computerized key cards)	2
	4. Handling guest enquiries.	2
	5. Handling guest messages and mails.	2
	6. Handling Paging for guests.	2
	7. Handling guests who are blacklisted.	2
	8. Bell desk activities and concierge.	2
	9. Handling guest luggage.	2
	10. Taking down reservation request for FIT, Corporate guest, Group / Crew.	2
	11. Procedure for Room Change	2
	12. Rooming a guest Procedure	2
	13. Methods of Payment	3