Institute of Commercial Management | Qualification Subject

Front Office Operations & Administration

Main Topics of Study

Advanced Bookings

  • Enquiries
  • Reservation forms
  • The black list
  • Offering alternatives
  • The bookings diary
  • Room availability records
  • Computerised reservations

Check-In and Related Issues

  • Arrival and registration
  • Guest in residence
  • Departures

Guest Accounting

  • Guest accounting
  • Methods of payment

Security

  • Protecting the guest
  • Protecting the hotel

Hospitality

  • Guest needs
  • Service
  • Roles
  • Communication

Social Skills

  • Behaviour
  • Transactional analysis
  • Role playing

Sales

  • Increasing occupancies
  • Increasing average room rates

Marketing Aspects

  • Reaching the customer – advertising
  • Reaching the customer – intermediate agencies
  • Selling to intermediaries

Tariffs

  • Cost-based pricing
  • Market-based pricing
  • Inclusive/non-inclusive rates

Yield Management, Groups etc

  • Yield management
  • Groups
  • Conferences
  • Timeshares

Control

  • Verification
  • Night audit
  • Computerised control systems
  • Occupancy and revenue reports
  • Forecasts
  • Other statistics
  • Assigning guest satisfaction

Staffing and Equipment

  • Staffing
  • Computers

Recommended Reading

Main Text:

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Front Office (Procedures, Social Skills & Management) – Peter Abbott & Sue Lewry (Butterworth Heinemann)

Indicative Text:

Alternative Text and Further Reading:

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Hotel Front Office – Bruce Braham (Stanley Thornes)