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Lesson Plan Front Office

This document outlines an introductory front office training program consisting of 6 units that cover the guest cycle and key front office functions. The first unit introduces students to the duties of the front office manager and departments that interface with front office. Unit 2 defines the 4 stages of the guest cycle. Units 3-6 focus on reservation, registration, check-in, guest services, and check-out respectively. The goal is to familiarize students with front office operations and how to handle different guest situations.

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199 views4 pages

Lesson Plan Front Office

This document outlines an introductory front office training program consisting of 6 units that cover the guest cycle and key front office functions. The first unit introduces students to the duties of the front office manager and departments that interface with front office. Unit 2 defines the 4 stages of the guest cycle. Units 3-6 focus on reservation, registration, check-in, guest services, and check-out respectively. The goal is to familiarize students with front office operations and how to handle different guest situations.

Uploaded by

aa
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Unit 1: Introduction to Front Office(2Theory/1Practical)

Introduction: The front office operation encompasses all the areas, functions, and activities used to
support guest transactions and services. This lesson will introduce students to the duties and
responsibilities of the front office.

Learning Objectives Key Points Materials

Identify to students the key areas FOM duties include: Slides /Textbook Oxford
responsibility for the Front Office  Excellent communication
Manager (FOM) as those duties skills
relate to the front office operation.  Strong leadership skills
 Creative problem-solving
 Good administrative skills
 Strong math skills
 Good organizational skills
 Strong people skills
 Exceptional understanding of
guest service

Expand on the types of positions Front office covers: Teacher Resource USB
reporting to the FOM and the  Front desk Drive
reasoning behind assigning those  Uniform services (bell person,
positions to the front office parking, and valet services)
department.  Concierge/guest service
 Transportation (airport or
local attractions shuttle
services)
 Cashiers (gift shop and check
cashing)
 Night audit

Identify the other departments the The front office staff are in
front office staff must consistently continuous contact with:
communicate and interact with in  Housekeeping
order to provide the seamless guest  Food and beverage
experience discussed previously in  Security
the HTMP textbook.  Engineering
 Marketing and sales
Unit 2: Introduction to Guest Cycle (1 Theory)
 Introduction: Guest cycle refers to the distinct stages of guest interaction between the
hotel and guests.

Learning Objectives Key Points Materials

Identify to students the 4 distinctive  Guest cycle includes four Slides /Textbook Oxford
stage of guest interaction. major stages which are
 Pre-Arrival
 Arrival
 Stay
 Departure

Unit 3: Reservation (2Practical/1Theory)


 Introduction: Reservation refers to reserving the hotel room (Pre-Arrival Stage)

Learning Objectives Key Points Materials

Discuss with the students about Slides /Textbook Oxford


Reservation and identify different  Source of reservation
source of reservation. Also make (CRS/Phone/Email)
students familiar with the type of  Importance of Reservation
reservation process (Phone/Email)

Unit 4: Registration (2 Practical/1Theory)


Introduction: Registration can be defined as the process of assigning rooms to the guest at
the time of their arrivals by filling necessary details about the guest and the rooms contain in
a registration from. (Arrival Stage)
Learning Objectives Key Points Materials
 Details in Registration card
To make students familiar about Slides /Textbook Oxford
the content in Reg Card.

Unit 5: Check In (2 Practical/1Theory)


Introduction: Check-in is the process whereby people announce their arrival at a hotel

Learning Objectives Key Points Materials


 Check In dialogues
Making students familiar about  Explanation about the Slides /Textbook Oxford
check in process and facing property
different situations while dealing  Room orientation
with the guest  Payment Processing

Unit 6: Guest Services (2 Practical/1Theory)


Introduction: Check-in is the process whereby people announce their arrival at a hotel

Learning Objectives Key Points Materials


 Mail Service
Familiarizing students with services  Concierge service Slides /Textbook Oxford
provided during guest stay and  Butler Service
identifying needs of different types  Handling guest requests
of guests.
Unit 6: Check Out (2 Practical/1Theory)
Introduction: Check-out is the process wheres

Learning Objectives Key Points Materials


 Mail Service
Familiarizing students with services  Concierge service Slides /Textbook Oxford
provided during guest stay and  Butler Service
identifying needs of different types  Handling guest requests
of guests.

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