A) Layout and working organization, coordination process B) Brief introduction to its nature of Room Division C) Vitality of proper front staff. Theory and applicability
A) Communication skills. B) Developing salesmanship. C) Up selling and Techniques. D) Role of Reservation department in sales. E) Selling for a full house in lean business seasons. F) Housekeeping Sales
A. Effect of complaints on brand image and revenue, B. Analysis of complaints, C. Methods of resolving them, D. Follow up systems
A) Planning, organizing, controlling, staffing, leading, coordinating, budgeting, B) Establishing rooms rates, methods. C) Evaluating operations: Daily operations report - Occupancy report - Room revenue analysis- Income statement. Room’s income statement.
Room division management functions – Planning, Organizing, Coordinating, Staffing, Controlling and Evaluating, Importance of leadership. ORGANISATION Staff motivation, Cross training, recognition, communication, incentive programs, performance appraisals. Skills training- prepares to train, present the training, practice skills
Reference Book:
1. Front Office Management - Dr.B.K. Chakaravarthi, S.B.Nangia, APH Publishing Corporation, ISBN, 2006. 2. Front Office Training Manual – Bernard Davis, Andrew Look food, 2005. 3. Managing Front Office operations -Michael Kasavana 4. Professional Hospitality, an introduction- Wagen/ Lynnvander
Text Book:
1. Principles of Front Office Operations- Sue Bakers et al., Thomson Asia Pvt. Ltd. Publishers, 2nd edition, 2003. 2. The Professional HouseKeeper – T.Schneider & Georgina Tucker, Van Nostrand Reinheld, New York, 3rd edition, 1989.
