Diploma in Front Office Operations

Self-Paced

Fee: ₹6,499

Mr. Morison Dayal | Jr. Asst. Manager

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 the online distribution of room inventory, and introduces students to the principles of revenue management strategies. Students work with Property Management Software to become familiar with computerized reservations, arrival, and charge posting systems.

Objectives

What Will You Learn

Skills you will gain

Curriculum

Paper 1 - Front Office Operations – I
- Chapter 1 - Introduction
- Chapter 2 - Guest Registration, Check-In Procedure, Allotment of Room, and Attending to Guest Queries
- Chapter 3 - Performing Cashiering Activities
- Chapter 4 - Communication with Customers and Colleagues
- Chapter 5 - Maintaining Customer-Centric Service Orientation
- Chapter 6 - Maintaining Standard of Etiquette and Hospitable Conduct and Following Gender and Age-Sensitive Service Practices
- Chapter 7 - Maintaining IPR Of Organization and Customers
- Chapter 8 - Maintaining Health and Hygiene and Safety at Workplace
- Chapter 9 - Working Competence in a Foreign or Local Language (S) Including English

Paper 2 - Economics of Hotel Management
- Chapter 1 - The Hotel Industry
- Chapter 2 - Basic Concepts of Economics
- Chapter 3 - Demand Analysis
- Chapter 4 - Elasticity of Demand
- Chapter 5 - Supply

Paper 3 - Customer Relationship Management
- Chapter 1 - Introduction to customer relationship management
- Chapter 2 - Understanding Relationships
- Chapter 3 - Planning and Implementing Customer Relationship Management Projects
- Chapter 4 - Customer Portfolio Management
- Chapter 5 - Customer Relationship Management and Customer Experience

Paper 4 - Communication Skills
- Chapter 1 - Soft Skills
- Chapter 2 - An Introduction to Effective Communication
- Chapter 3 - Communication Skills
- Chapter 4 - Grooming
- Chapter 5 - Interpersonal Skills
- Chapter 6 - Social Interaction
- Chapter 7 - Time Management
- Chapter 8 - Resume
- Chapter 9 - Positive Attitude
- Chapter 10 - Essential Life Skills

Paper 5 - Health and Safety at Workplace
- Chapter 1 - Safety Signs
- Chapter 2 - First Aid & Artificial Respiration
- Chapter 3 - Safe Lifting & Carrying Techniques
- Chapter 4 - Fire & Fire Extinguishers
- Chapter 5 - Safe Working Measures
- Chapter 6 - Managing Health & Safety at Work
- Chapter 7 - Personal Hygiene
- Chapter 8 - Public & Home Safety
- Chapter 9 - Common Food-Borne Diseases & Infections

Paper 6 - Front Office Operations – II
- Chapter 1 - Hotel Front Office
- Chapter 2 - Role of Front Office in Managing Guests from Check-in to Check Out
- Chapter 3 - Revenue Management: An Introduction
- Chapter 4 - Managing Human Resource, Safety, And Security
- Chapter 5 - Front Office Operations
- Chapter 6 - Managing Front Office Operations

Paper 7 - Hotel Revenue Management
- Chapter 1 - Introduction to hotel revenue management
- Chapter 2 - Economic Fundamentals of hotel revenue management
- Chapter 3 - Hotel Revenue Management System
- Chapter 4 - Hotel Revenue Management Process
- Chapter 5 - Market Segmentation, profiling, and Targeting
- Chapter 6 - Revenue Management Analysis
- Chapter 7 - Revenue Management Forecasting
- Chapter 8 - Value Creation
- Chapter 9 - Pricing Hotel Revenue Management Tools

Paper 8 - Basics Computing Skills
- Chapter 1 - Basics of Computer
- Chapter 2 - Personal Computer
- Chapter 3 - Input Output and Storage Units
- Chapter 4 - Software and Its Types
- Chapter 5 - File System Basic
- Chapter 6 - Computers and Communication
- Chapter 7 - Computer Applications

Paper 9 - Human Resource Management
- Chapter 1 - Introduction to Human Resource Management
- Chapter 2 - Recruitment, Learning, and Development, Performance Appraisal
- Chapter 3 - Employee Motivation, Compensation, and Benefit Management
- Chapter 4 - Job Satisfaction, Organizational Culture, Disciplinary Action