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Front Office Operations

Structure Type: Study unit
Code: RHA0402
Type: Compulsory / Professional Studies
Curriculum: R-MR 2011V
Level: Bachelor of Hospitality Management
Year of Study: 1 (2011-2012)
Credits: 3 cr
Responsible Teacher: Martin, Elina
Language of Instruction: Finnish

Courses During the Academic Year 2011-2012

Impl.Study TimeTeacher(s)LanguageEnrolment
132011-08-29 – 2011-12-30Claus NorrgrannFinnish2011-08-19 – 2011-09-09
142012-03-05 – 2012-05-25Claus NorrgrannFinnish2012-02-13 – 2012-03-11

Learning Outcomes

The student knows the hotel reception procedures and booking systems, and has a comprehensive picture of the chain of services in various units.

Contents

Various sectors of hotel service, vocabulary and concepts, various customer groups, booking systems and operations, booking programmes (ADP), maintenance of booking status. Customer service at reception. Organisation and co-operation between departments. Introduction to computer systems within the hotel industry, reservation systems and operational qualities.

Recommended or Required Reading and Other Learning Resources/Tools

• Kasavana, M.-Cachill, J.1992. Managing computers in the hospitality industry. East Lansing.
Teaching Methods
Lectures, assignment, project work.

Mode of Delivery / Planned Learning Activities and Teaching Methods

Lectures, assignment, project work.

Assessment Criteria

5 – The student masters the sectors of hotel services, the basic terms and reception related special functions. The student is able to practice front office customer service and understands the structure as well as possesses skills in computerized booking systems.
3 – The student comprehends the structure of the hotel services, the basic terms and concepts. The student is familiar to booking systems and understands the structure and features of a computerized booking system.
1 – The student is able to identify parts of the hotel services, basic terms and concepts. The student has utilized a computerized booking system.

Assessment Methods

Project work, examination.


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