INS Form 1

September 2021
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COURSE SYLLABUS
in
HMPE 222
FRONT OFFICE OPERATION
nd
2 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 Commitment, Transparency, Unity, Patriotism, Integrity, Excellence, Spirituality (CTU PIES)
: Three to five years after graduation, CTU Hospitality Management graduates will be:
Graduate Attributes 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 ASSESSMENT TASKS TEACHING-LEARNING LEARNING REMARKS

CONTENTS
(TIME ALLOCATION) ACTIVITIES RESOURCES

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

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

PRE-LIM EXAMINATIONS

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

MID-TERM EXAMINATIONS

Activity 8: Conduct an Lecture Unit IV. Front ppt slides

a. Described the role of reception; interview on check-in Desk/Reception Services
b. Prepared for guest arrival; and check-out
c. Welcome and register guests; procedures in the a. The role of
d. Provide other reception services; different categories of reception
e. Organized guest departure and; hotels and other b. Preparing for guest
f. Prepare front office records and reports. accommodation venues. Class Participation arrival
(CLO 1-5) assignment (CPA)  Prepare reception
area
(21 hours)  Check and review Video clips (Front
Activities on preparing for daily arrival details desk/reception)
Activity 9: Student guest arrival  Allocate rooms
demonstration on  Pre-register guest
welcoming and  Preparing
registering guest with Activities on welcoming and
registration cards
and without reservation registering guests
c. Welcome and
register guest
Activity 10: Student  Welcome guest Forms used in
demonstration on Activities on posting charges,
 Confirm details of reception or front
checking out the guest, checking out of guest and
reservation with desk
attending guest preparing reports.
guest
disputes, late charges  Confirm payment
and complaints. details
 Offer other services
and “room the
guest”
 Check-in guest
without reservation
or walk-in guest.
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 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
 Manage items in
dispute, late
charges and guest
feedback
 Update records a
guest has departed.
 Prepares front
office records and
reports

SEMI-FINAL EXAMINATIONS
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a. Described the role of the porter/uniformed Presentation of work Lecture Unit VI. Porter services Ppt slides
services, outputs
b. Handle guest arrivals and departures,  Describe the role of
c. Handle guest luggage, security and respond Class Participation the porter
to requests for ancillary services. (CLO 1-5) Activity 11: Student assignment (CPA)  Desirable qualities Handouts
(10 hours) demonstration on of a porter
handling guest arrivals, Brainstorming activity  Handle guest
departures and selling of arrivals and
Activities on handling guest departures
hotel facilities. arrival, departure and  Undertake pre-
perform other ancillary arrival activities, Video clips (bell
Activity 12: Student
services such as selling hotel arrival and service)
demonstrations on
services and facilities and departure activities
providing other services
providing information for  Handle guest
and information for
guests luggage
guests.
 Observe correct
manual handling
 Collect, safely
transport and
deliver guest
luggage
 Porter’s role in
security
Prevent theft, suspicious
behavior and dealing with
disturbances
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a. Process the financial transactions such creating Lecture Unit VII. Financial
guest account, Transaction/Cashiering
Lecture
b. Process and record charges, Class Participation Function
c. Process and record payment, assignment (CPA)
Class Participation Ppt slides
d. Prepare and issue receipts and manage refunds  Creating the guest
assignment (CPA)
Activity 13: Activity on account
Handouts
(CLO 1-5) creating guest account,  Process and record
ActivitIes on creating guest
recording charges and charges
account, recording charges Notes
(11 hours) payment.  Process and record
and payment. payments
 Prepare and issue
receipts.

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
6. Compilation of activities
7. Major examination

Evaluation Procedures: (Approved Grading System Applicable to the Course/Program)

Grading System: for ACADEMIC and PROFESSIONAL subjects
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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