HTM105 - Hotel Front Office Operations and Management

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Last revision date May 25, 2020 1:51:38 AM
Last review date Aug 4, 2020 4:04:25 PM

Subject Title
Hotel Front Office Operations and Management

Subject Description
This course will further prepare students for employment in customer service situations in the Tourism and Hospitality Industry, particularly in a Hotel Front Office, an area that is central to hotel operations. Students will practice systems, procedures and communication techniques that ensure professional guest service throughout the guest cycle. These skills are also important in other customer service positions throughout the tourism industry.

Credit Status
One credit towards the Hospitality Management - Hotel and Restaurant Diploma Program.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Explain methods and processes used to classify hotel establishments.
2. Demonstrate the numerical operations required in a front office by accurately calculating operational ratios, currency conversions, room rates, folio balances and cash transactions.
3. Discuss the sales dimension of the reservations process, outlining the different types of reservations inquiries and their distribution channels.
4. Describe how hotels are organized and explain how functional areas are classified.
5. Identify typical service requests that guests make at the front desk, and describe general approaches to handling and resolving guests' complaints.
6. Summarize front office operations during the four stages of the guest cycle.
7. Recognize the relationship of support departments (housekeeping & maintenance) and their role in effectively managing the front office.
8. Apply the knowledge, ideas, and concepts from class in an analytical and systematic manner to determine plausible outcomes to situational case studies.
9. Identify the steps in the front office night audit process.
10. Describe the management process in terms of functions front office managers perform to achieve organizational objectives.
11. Summarize front office accounting fundamentals, including issues surrounding accounts, folios, vouchers, points of sale, and ledgers.
12. Operate the Fidelio Property Management System.
13. Use correct business etiquette and adhere to professional standards of dress, hygiene and grooming.

Essential Employability Skills
Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

Respond to written, spoken, or visual messages in a manner that ensures effective communication.

Execute mathematical operations accurately.

Apply a systematic approach to solve problems.

Use a variety of thinking skills to anticipate and solve problems.

Locate, select, organize, and document information using appropriate technology and information systems.

Analyze, evaluate, and apply relevant information from a variety of sources.

Show respect for diverse opinions, values, belief systems, and contributions of others.

Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.

Manage the use of time and other resources to complete projects.

Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.