CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY

General Education Department

Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

COURSE SYLLABUS
First Semester- Academic Year 2020- 2021
Course Title FRONT OFFICE WITH LABORATORY
Course No. HME2FOO
Course Prerequisite None
Course Description This course introduces students to the Lodging Operations Front Office. Topics include
reservations, front desk, guest services and human resource deployment issues specific to
front office operations management. This course familiarizes students with the principles of
front desk operational procedures; examines current trends in guest services; discusses
online distribution of room inventory; and introduces students to the principles of revenue
management strategies. Students work with a Property Management Software to become
familiar with computerized reservations, arrival and charge posting systems.
Learning Outcomes
RECEIVE AND PROCESS RESERVATIONS
OPERATE COMPUTERIZED RESERVATION SYSTEM
PROVIDE ACCOMODATION RECEPTION SERVICES
CONDUCT NIGHT AUDIT
PROVIDE CLUB RECEPTION SERVICES
PROVIDE PORTER SERVICES

Ses Course Content Course Intended Learning Teachi

sion Outcomes ng and
No. Instructional Delivery (CILOs) Learnin
g
Activitie
s
(TLAs)
Assess
ment
1 Class Virtual Orientation > familiarize students on course Discus
- Discussion of Syllabus, Assessment Tools/Rubrics descriptions, virtual sion
- Setting of Goals; Expectations classrooms, links, via
- Discussion of Course Project requirements, etc.; Zoom
> identify and answer student Cloud
queries and clarifications. Meetin
g
Applica
tion
2 a. determine for and Lecture
The lodging industry advise Discus
 CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY
General Education Department
Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

customer of the sion

Front Office operations availability of via
the reservation Zoom
b. offer alternatives, Cloud
including Meetin
Detailed information of the ff: waitlist options, if g
requested Applica
booking is not available tion
A. GENERAL DESCRIPTION c. respond to inquiries
regarding
B. ROOM TYPES rates and other product Learnin
C. ROOM RATES features according to g
D. HOTEL FACILITIES established procedures Assess
ment
using
LMS
(Assign
ment)
3 Reservation: key terms Lecture
Different types of reservations Discus
Reservation inquiries and sion
a. record complete customer
their distribution channels via
details accurately against
The process of taking group Zoom
his/her booking in a manner
reservations Cloud
that ensures correct
Group reservation issues Meetin
interpretation by others who
g
may access the reservation
Applica
details
tion

b. check customer profile or

history, if available, and use Video
the information to enhance Presen
customer service tation

c. confirm all booking details Learnin

with g
the customer and ensure that Assess
s/he understands and agrees ment
to all items using
d. file reservations in a LMS:
manner Short
that ensures easy access by Quiz
others and in accordance with
established procedures

e. prepare and issue

documents
and other materials to the
 CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY
General Education Department
Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

customer in accordance with

requirements of the specific
reservation

e. prepare and issue

documents
and other materials to the
customer in accordance with
requirements of the specific
reservation
4 a. update financial status Lecture
Receiving, processing and recording payments and necessary actionsofto be taken in case of the cancellations
Discus
Generating and issuing invoices and credit notes for changed reservationsreservation accurately sion
Checking that the reservation has been fully paid b. receive, process, and via
Front Office responsibilities record Zoom
Accepting reservations amendments or Cloud
cancellations Meetin
Reservation request
of reservations in g
Evaluation of performance in receiving and processing reservations accordance Applica
with customer request tion
and
established procedures -
c. communicate general Recom
and mende
specific customer d
requirements and comput
reservation er
details to appropriate system
departments and depend
colleagues ing on
d. compile and provide applica
accurate tion
and relevant reservation
statistics to concerned Learnin
people g
or departments Assess
e. Conduct self- ment
evaluation of using
performance in receiving LMS:
and Long
processing reservations quiz
using
rubrics
5 Preliminary Examination Written Exam
6 Types of reservation systems a. access and interpret Lecture
reservation Discus
Different types of reservations and reservation inquiries and their distribution
system channels
accurately sion
 CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY
General Education Department
Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

Reservation updates and amendments b. use all system features to via

access a range of Zoom
information Cloud
c. check the availability of Meetin
the g
required booking in Applica
accordance tion
with the system functions
and Learnin
requirements g
Assess
d. create new reservations ment
containing accurate using
customer LMS:
details and full requirements Seatwo
rk &
e. encode all customers’
Quiz
details
using the format required by
the computer system
f. Retrieve bookings as
required,
using the computer system
7-9 Registration: key terms (PROVIDE ACCOMMODATION RECEPTION SERVICES) Lecture
Preregistration Discus
Interdepartmental communication a. explain and process guest sion
Guest registration accounts clearly, courteously, via
Acceptable methods of payment and accurately to the guest Zoom
Foreign exchange b. recover and process Cloud
Foreign calculation keys/electronic cards from Meetin
Exchanging foreign currency guests g
Revision c. act upon the guest’s Applica
requests tion
for assistance courteously or
refer to the appropriate Learnin
department for follow-up g
Assess
ment
using
LMS:
Recitati
on
Short
Quiz
Assign
ment
10 Midterm Examination Written Exam
11- Calculate occupancy a. prepare and update front Lecture
 CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY
General Education Department
Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

13 Balancing transactions office Discus

Evaluation of the performance in providing accommodation reception services
records within designated sion
Process financial transactions timelines via
b. follow establishment Zoom
The accounting cycle policies Cloud
Bank reconciliations with regard to room changes, Meetin
Balance revenue no-shows, extensions, and g
Organization of records and reports early departures Applica
c. distribute reports and tion
records
to the appropriate Video
departments about
within designated timelines Inform
d. Undertake a self-rating of ation
the System
performance in providing
accommodation reception Learnin
services using rubrics g
Assess
ment
using
LMS:
Long
Quiz
14 Pre-final Examination Written Exam
15- Services of the hospitality industry a. check andLecture maintain
16 Products of the hospitality industry membership records Discus
Product knowledge and the sales function sion
Effective selling techniques via
The marketing mix b. check Zoom membership
The consumer decision-making process badges/cards upon entry Cloud
c. . assist sign-in of guests Meetin
g
Applica
tion

Video
Presen
tation

Learnin
g
Assess
ment
using
LMS:
Recitati
on
 CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY
General Education Department
Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

Short
Quiz
Assign
ment

17 Process for lifting and carrying heavy luggage Lecture

Typical security procedures for luggage storage rooms Discus
Issues to consider in planning the pickup of group luggage from roomsa. transport and deliver guest sion
luggage safely to the correct via
location within appropriate Zoom
timeframes Cloud
Meetin
g
b. operate luggage storage Applica
system correctly and in tion
accordance with established
procedures and security Learnin
requirements g
Assess
ment
c. . mark and store luggage using
accurately to allow for easy LMS:
retrieval following the Seatwo
established procedures rk
Recitati
on
Long
Quiz
18 Final Examination Portfolio (Course Project)
Tas Lecture Discussion
ks Practical Demonstration
(AT Assessment and Evaluation
s) Individual Assessment
Online Activities
Brainstorming

Additional / Supplementary Modules and Hand-outs

materials
Internet & Software
Related Film and Videos
Evaluation Sheets
Links on: Introduction to Computing and e-books

Course Evidences of Performance Performance Standard

 CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY
General Education Department
Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

Performance Performance Indicators Criteria for Grading;

 90-100% A. Attendance 10% (via
Indicator and Evidences of Attendance attendance Zoom Cloud Meeting
Performance Performance Tasks  Participated Application)
 Quizzes actively on B. Performance Tasks 50%
 Hands On performance tasks C. Examination 40%
 Written Examination  75-100% score on TOTAL 100%
quizzes written
exams
Course Requirements/ Course Requirements

Attendance (Virtual Room) 10%

Performance Tasks 50%

· Quizzes
· Hands On/Exercises

Examination 40%
> Written Requirements
· Compilation of Worksheets
· Written Examinations (Prelim, Midterm, Pre-Final, Final)

TOTAL 100%
Course Policies 1. Students are required to participate in all virtual class discussions and activities introduced in
the class.
2. Students must comply with the number of hours they should attend in the virtual class.
Students must attend the class regularly and on time.
3. Students are required to submit all the requirements given to them before the end of the
semester.
4. Students should pass the written tests with minimum of 75% proficiency.
5 Students must observe virtual class etiquettes at all times.
Class Schedule

2ND YEAR BSHM – FRI – 8AM – 1PM

Screen Time – 8:00 - 10:00 am 

Academic Portal /worksheets and activities 10:00- 1:00 pm

Prepared by:

RAYMOND L. MARCOS
 CHRIST THE KING COLLEGE OF SCIENCE AND TECHNOLOGY
General Education Department
Jaysonsville II, Brgy. Putatan, Muntinlupa City
(02) 775-7124; [email protected]

Faculty, HM Department

Approved by:

EVA PAULA F. BHADY

Head, HM Department