《前台与客房管理》 课程教学大纲

Syllabus ofFront OfficeHousekeeping ManagementI.Briefs of the CourseCourse Code20080273Course NameFront OfficeHousekeeping ManagementType CompulsorycourseAcademic Hours:54Academic Credits3Target StudentsHospitality ManagementMajorsAssessment Method:EssayFoundation Course:CET-4,Hospitality English-III.Introduction ofthe CourseThiscourse isfocus onbasic principles,procedures andbest practicesof FOHousekeepingmanagement inRooms Divisionof hotels.The contentsincludes:reservation,reception,pricing andoperationalanalyses,managerial communications,Housekeeping services,securities,etc,with aprofoundstudy ofsome casesof well-known properties.Cross-cultural communicationcompetence,loyalty forcountry andresponsibility forthe jobwill beemphasized tocultivate talentswith socialresponsibilityand proper values.III.Course TypeTeaching ObjectivesThiscourse isone ofcompulsory coursesfor HospitalityManagement majors.It aimsto helpstudentsunderstand thecurrent situationsand futureof RoomsDivision,as wellas theoreticalpractical knowledgein thisfield,so asto helpthe studentsin theircareer development.Equality ofculture,respect tovarious values,uprightness andjob responsibilitywill beemphasized tobuildcross-cultural communicationcompetence and propervalues.IV.ContentsRequirementsChapter OneIntroduction toThe CourseHotel ManagementI.Learning ObjectivesRequirementsThrough thestudy ofthis chapter,students aresupposed to:understand themain contentsrequirements ofthe courseknow the framework of hotel industryknow thewell-known hotelgroups/enterprises knowhow toclassify themultitude ofbrand names of hotelproperties inthe marketplace;II.ContentsUnit OneBrief OnThe Course1Main ContentsBrief onthe coursetheframework ofhotel industry HistoricalDevelopments ofhospitality industrywell-known hotelgroups/enterprisesbrands well-known hospitalityorganizations Properquality andvalues forcareer development2Basic TheoriesLearning PointsHistorical overviewofthehotelindustrywell-known hotelbrands well-known hospitalityorganizations3Applications BrandsTypes ofLodging FacilitiesUnit Two Hotel Organization ChartWorking Procedure1Main ContentsHotel Organizationchart FunctionsOC ofFront OfficePositionsResponsibilities ofFront OfficeWorking procedure of FO2Basic TheoriesLearning PointsHotel Organizationchart FunctionsOC ofFront OfficePositionsResponsibilities ofFront OfficeBasic Functionsof RoomsDivision WorkingprocedureofFO3Applications Reading:HotelOrganizationand theFront OfficeManagerUnit ThreeHotel Products1Main ContentsLodging categoriesProduct LifeCycle Lobby Design Front Desk Design Guest Room Design Tendencyof HotelProduct Design2Basic TheoriesLearning PointsLodging categoriesProduct LifeCycle TheoryMarket segmentationLobbyDesignFrontDeskDesignGuestRoomDesign3Applications Checkprofile offamous hotelgroups andtheir brands.IIL ExercisesJob descriptionsIntroductions ofsome bignamesofhospitality industry.IV.Teaching MethodsApproachesMulti-Media aidedlecturesdiscussionsChapter TwoRevenue ManagementI.Learning ObjectivesRequirementsThrough thestudy ofthis chapter,students aresupposed tounderstand:the importance of consideringthe potentialincome fromroom salespricing strategiesGuestroom SalesForecast Educationfor serviceandpropervaluesII.ContentsUnit OneRoom Pricing1Main ContentsMain typesof pricingBasic principlestheories of pricing PricingObjectives PricingMethods2Basic TheoriesLearning PointsBasic principlesofpricingFacts influencingpricing Features of room rates PricingMethods OC of Hotel Accounting Dept.Guest LedgerTypes Procedure of Guest Ledger M Procedures of Night Auditing3Applications CalculationsUnit Two YieldManagement1Main ContentsSome importantindex foryield management2Basic TheoriesLearning Pointsoccupancy percentageaverage dailyrate ADRdouble occupancypercentage occupancypercentage optimaloccupancy optimalroomrate3Applications Calculatethe properprice forcertain hotel.Unit ThreeGuest Ledger Management1Main ContentsOC ofHotel AccountingDept.Guest LedgerTypes Procedureof GuestLedgerMProcedures ofNight Auditing2Basic TheoriesLearning PointsOCofHotelAccountingDept.ProcedureofGuestLedgerMProcedures ofNightAuditing3Applications Discussion:What wouldyou doif youwere DavyHLExercises Case Study:Ana Chavarria,front officemanager isfacing arevenue problem.IV.Teaching MethodsApproachesMulti-Media aidedlecturesdiscussionsChapter ThreeProperty ManagementSystemsFO ServicesLLearning ObjectivesRequirementsThrough thestudy ofthis chapter,students aresupposed tounderstand:PMSs interfaceswith FOhousekeeping,food andbeverage,marketing andsales,gift shop,controller,engineering,safety andsecurity,and otherdepartments.PMS.Software andhardwareIL ContentsUnit One PMS1Main ContentsSelecting aProperty ManagementSystem Procedurefor Performinga NeedsAnalysis PMSApplications2Basic TheoriesLearning PointsPMS frameworkPMS applications3Applications PMSpractical trainingthrough Internet.Unit TwoReservation1Main ContentsReservation channelsReservation systemsReservation typesReservation workingprocedures Problemssolutions in reservations2Basic TheoriesLearning PointsReservation systemsReservation types10key factsinreservationsRoom typesBed TypesRoomTariff IntroductionFrequently UsedRoom RatePlans3Applications Discussion:what areyou goingto dowith theseproblemsUnit ThreeReception1Main ContentsWorking proceduresfor receptionSome formsfor reception2Basic TheoriesLearning PointsReception workingprocedures Roomstatus3Applications Discussion:what areyou goingto dowith theseproblems UnitFour OtherFO Services1Main ContentsGreeting LuggageInformation Mailservice Telecommunications2Basic TheoriesLearning PointsWorking proceduresskills forother FOservices3Applications Discussion:what areyou goingto dowith theseproblems UnitFive Check-out Procedure1Main ContentsWorking proceduresskills forcheck-out procedure.2Basic TheoriesLearning PointsWorking proceduresskills forcheck-out procedure.3Applications Discussion:what areyou goingto dowith theseproblemsIII.Exercises CaseStudies inreservations CaseStudy:To changeor notto changeIV.Teaching MethodsApproachesMulti-Media aidedlecturesdiscussionsChapter FourHousekeeping ManagementI.Learning ObjectivesRequirementsThrough thestudy ofthis chapter,students aresupposed tounderstand:Features of housekeeping servicesMain service items ofhousekeeping HousekeepingManagement modesQuality management ofhousekeeping services Housekeepingworking ProceduresII.ContentsUnit OneBriefs onHousekeeping Services1Main ContentsFeatures ofhousekeeping servicesMain serviceitems ofhousekeeping Housekeeping Dept.OCpositions2Basic TheoriesLearning PointsFeaturesofhousekeeping servicesMain serviceitems ofhousekeeping ServiceCounters Vs.Customer ServiceCenter QualitymanagementofhousekeepingservicesHousekeepingDept.OCpositions Housekeepingworking Procedures3Applications Video/Lecture:the housekeepingpositionsserviceitems.UnitTwoHousekeeping WorkingProceduresSkills1Main ContentsCaseStudyin HousekeepingDept.Guestroom facilitiesGuestroom OperationalAnalysis Inventory management2Basic TheoriesLearning PointsHousekeeping WorkingProcedures HousekeepingSkills Guestroomfacilities Budgetingin housekeepingm.Inventorymanagement3Applications Casestudies:Dorrys SickLeave Calculations:How manypersons shouldbe stuffedin housekeepingCalculations:how manypillow casesare needin ABCHotelUnit ThreeSafety:Preventing Accidents1Main ContentsSafety RoutinesEmergency Procedures2Basic TheoriesLearning PointsSafety Routines:Keys,Fire Alarm,Burglar Alarm,etc.Emergency Procedures:fire,effective meansof reducingthe riskof fire,severe weather,electrical blackouts,injury orserious illness,etc.3Applications Casesof accidentsin FOHousekeeping Operations.III.Exercises Discussion:Share yourexperiences insafety,sanitation,and emergencyduring yourinternshipin hotels.IV.Teaching MethodsApproachesMulti-Media aidedlecturesdiscussionsChapter FiveHotel InformationSystem

1.Learning ObjectivesRequirements Basicframework ofHIS Well-known HISsuppliers Implementation of HISILContentsUnitOneWhat ishotel informationsystem1Main ContentsDefinitions ofHIS TheimportanceofHIS BasicframeworkofHIS2Basic TheoriesLearning PointsWhat isHIS3Applications Checkthe HISsof varioushotels andfind outtheir meritsdemerits.UnitTwoImplementationofHIS1Main ContentsProblemssolutions inHIS implementation;2Basic TheoriesLearning PointsProceduresofHIS implementationProblemssolutions inHIS implementation;Dosdonuts inHIS implementation;3Applications Discussion:How tocreate FestiveMoods ThroughLinen DesignIILExercises Presentation:frequently usedHIS softwarein GuangzhouIV.Teaching MethodsApproachesMulti-Media aidedlecturesdiscussionsV.Teaching ScheduleTimingAcademic HourX.ContentIntroduction toThe CourseHotel642ManagementRevenue Management1021218Property ManagementSystems1026FO ServicesHousekeepingManagement6429Hotel InformationSystem333VI.Recommended TextbooksTeaching References

1.Recommended textbookManagingFront Officefby MichaelL.Kasavana,published byAmerican HotelLodgingEducational Institution,2017;

2.Teaching References1Books:1Hotel ManagementOperation,by DenneyG.RutherfordMichael J.OTallon,published byJOHN WILEYSONS,INC,2007;2The governanceof ChinaFirst edition.,by Xi,Jinping..Foreign LanguagesPress.20142Internet References:1Journal ofHospitalityTourism Research:http://jht.sagepub.com/2STR Global:http://www.strglobal.com/LectureExercisesDiscussionExperimentOthersSubtotal。