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Home My WebLink AboutHRM-104 1 Bergen Community College Division of Business and Social Sciences Hotel Restaurant Management Department Hybrid Course Syllabus HRM-104 – Front Office Operations Semester and year: Section Number: HRM-104 Meeting Times: Locations: Instructor: Office Location: Phone: Departmental Secretary: Office Hours: Email Address: Official Catalog Course Description This course identifies the principles of the organization and operation of public lodging facilities. It covers various management systems at the front desk and behind the scenes. It examines the types of communication between the front office and other departments. Managerial reporting, budgeting, modern technology, customer service skills, and future trend discussions are incorporated in each session. The course examines the symbiotic relationship between the front office and the rest of the hotel. Credits: 3 (Lecture) Pre-requisites: None Co-requisites: None Student Learning Outcomes: As a result of meeting the requirements in this course, students will be able to: Student Learning Outcome: Means of Assessment: 1. Ascertain knowledge and skills in Hotel Management. Students will perform a simulated check- in/check-out process and handle a guest complaint using service recovery techniques. 2. Attain a thorough understanding of the overall concepts of Hotel Management and Operation. Students will complete a research-based presentation, case study analysis, or written report that describes and evaluates the ability to apply concepts to real-world operational scenarios such as crisis management and budgeting. 3. Comprehend the vital role of management in the hotel operation, customer service relations, and revenues. Students will demonstrate their understanding of hotel classifications, ownership types, development models, and management contracts through a diagram- 2 based assignment. This assignment may include creating an infographic, drafting a written explanation, or participating in an interactive group activity. Class Trip 4. Confidently employ knowledge and skills such as providing effective customer service, receiving and processing the reservation system, accommodation reception services, conducting night audits, club reception services, and porter services. Students will perform a reservation system lab to evaluate using hotel Property Management Systems (PMS) to process bookings, cancellations, and guest profiles. A direct observation during simulated or live environments using task-based rubrics. 5. Understand and show the techniques of using the computer in the hotel for various functions and reports. Students will demonstrate their ability to analyze the significance of technology in the hospitality industry through a case study analysis, a project, or a written essay. Students will document their process and reflect on the functions they performed and what skills they have developed. Panel Discussion Course Content: The Traditional Hotel Industry • Introduction to Front Office Operations • The role of the front office in hotel operations • Key responsibilities of front desk agents • Overview of the guest cycle (pre-arrival, arrival, occupancy, departure) The Modern Hotel Industry • New Industry Patterns • Segmentation, Brand, and Image • New Ownership Patterns • State of the Industry • Ownership and Financing Alternatives • New Management Patterns • Hotel Chains and Management Companies Structures of the Hotel Industry • Classification of Hotels • Classification of Management Positions • Departmental Structure • Types and classifications of hotels (e.g., luxury, boutique, resort, budget) 3 Forecasting Availability and Overbooking • Introduction to Forecasting in Hospitality • Methods of Forecasting Room Demand • Forecasting Availability • Overbooking Strategies • Guest Recovery and Walk Policy • Technology and Forecasting Global Reservation Technologies • Introduction to Reservation Technology • Central Reservation Systems (CRS) • Global Distribution Systems (GDS) • Online Travel Agencies (OTAs) • Channel Management Systems • Direct Booking Technologies • Technology Trends in Reservation Systems Managing Guest Services • Introduction to Guest Services • Key Guest Service Roles and Departments • Service Standards and Quality Assurance • Communication and Guest Interaction • Handling Complaints and Service Recovery • Technology and Guest Services • Trends in Guest Service Management The Role of the Room Rate • Introduction to Room Rates • Types of Room Rates • Factors Influencing Room Rates • Rate Structures and Categories • Rate Strategies and Revenue Management • Legal, Ethical, and Competitive Considerations Billing the Guest Folio • Introduction to the Guest Folio • Structure of the Guest Folio • Posting Transactions • Payment methods • Monitoring and Reviewing the Folio • Final Folio Settlement at Check-Out Textbook Information: Textbook Information: Strongly Suggested! Vallen-Drake (2024). Check-In Check-Out: Managing Hotel Operations (11th ed.). Kendall Hunt Publishing Rental/Purchase Link: https://he.kendallhunt.com/product/check-check-out-managing-hotel-operations ISBN-13: 979-8-3851-6824-8 ISBN-10: 8385168248 4 Grading Policy: Performance is graded on a scale of A to F. Grades are based on the quality of written assignments, class participation, projects, and the final exam project. • Virtual/In-Person Discussions/Participation: 40% • Final Exam Project: 20% • Written Assignments/Projects: 40% A student's final grade for the course is primarily based on their performance in required work (lab performance, examinations, attendance, etc.) and on their mastery of the material covered in the course. Class participation will also be assessed, and this assessment will contribute to determining the student's final course grade. Late Work: Course assignments, projects, and discussions must be submitted on time. Any student with extenuating or emergency circumstances that prevent submission on the due date should discuss his/her situation individually with the instructor. Late submissions will result in a reduction of the grade. Assignments will not be accepted more than two weeks after the due date. The final project must be submitted by the due date. Late discussion posts will not be accepted. All written assignments should be formatted in accordance with MLA style. Teaching Techniques: 1. Lectures 2. Videos - Slideshows 3. Interactive Activities 4. Projects 5. Course Handouts via Canvas 6. Class Trips 7. Industry Professional Virtual Presentations BCC Attendance Policy All students are expected to attend every scheduled meeting of each course in which they are registered. Attendance and lateness policies and sanctions are to be determined by the instructor for each section of each course. These will be established in writing on the individual course outline. Attendance will be kept by the instructor for administrative and counseling purposes. Append a statement on the departmental/discipline attendance policy (if any). Append a statement on the attendance policy for the course. Other College, Divisional, and/or Departmental Policy Statements Statement on plagiarism and/or academic dishonesty: Academic Matters - Bergen Community College - Acalog ACMS™ 5 Statement on the appropriate use of AI (see the following link for guidance): AI-Guidance-Resource-Page.pdf (bergen.edu) ADA Statement: Disability Services (Office of Specialized Services) | Bergen Community College Sexual Harassment Statement: HR-003-001.2018-Policy-Prohibiting-Sexual-Harassment.pdf (bergen.edu) Statement on acceptable use of BCC technology: Acceptable-Use-Policy.pdf (bergen.edu) Student and Faculty Support Services Accessibility Statement Bergen Community College is committed to ensuring the full participation of all students in its programs. If you have a documented disability (or think you may have a disability) and, as a result, need a reasonable accommodation to participate in this class, complete course requirements, or benefit from the College’s programs or services, contact the Office of Special Services (OSS) as soon as possible at 201-612-5270 or www.bergen.edu/oss. To receive any academic accommodation, you must be appropriately registered with OSS. The OSS works with students confidentially and does not disclose any disability-related information without their permission. The OSS serves as a clearinghouse on disability issues and works in partnership with faculty and all other student service offices. Student Support Services Bergen Community College provides exemplary support to its students and offers a broad variety of opportunities and services. A comprehensive array of student support services including advising, tutoring, academic coaching, and more are available online at https://bergen.edu/currentstudents/. Sidney Silverman Library Online Resources: General Search and Databases: Library | Bergen Community College Guides BY SUBJECT - LibGuides at Bergen Community College 6 Course Outline and Calendar Refer to Canvas for due dates. This course outline and calendar are tentative and subject to change based on the class's progress. Modules Chapter Readings Assignment Due Dates 1 The Traditional Hotel Industry Chapter 1 – The Traditional Hotel Industry Discussion Forum and Chapter Summary Week 1 – In-Person Session 2. The Modern Hotel Industry Chapter 2 – The Modern Hotel Industry Assignment/Discussion Week 2 - Virtual 3. The Structures of the Hotel Industry Chapter 3 – The Structures of the Hotel Industry Assignment/Discussion Week 3 – In-Person 4. Forecasting Availability and Overbooking Chapter 4 – Forecasting Availability and Overbooking & Case Study Assignment/Discussion Week 4 - Virtual 5. Global Reservations Technologies Chapter 5 – Global Reservations Technologies Assignment/Discussion Week 5 – In-Person 6. Individual Reservations and Group Bookings Chapter 6 – Individual Reservations and Group Bookings Assignment/Discussion Week 6 - Virtual 7. Managing Guest Services Chapter 7 - Managing Guest Services Assignment/Discussion Week 7 - Virtual 8. From Arrival to Rooming Chapters 8 and 9 – From Arrival to Rooming and The Role of the Room Rate Assignment/Discussion Week 8 - Virtual 9. Billing the Guest Folio Chapter 10 – Billing the Guest Folio Assignment/Discussion Week 9 – In-Person 10. The City Ledger Chapter 11- Cash or Credit: The City Ledger Assignment/Discussion Week 10 - Virtual 11. The Night Audit Chapter 12 – The Night Audit Assignment/Discussion Week 11 - Virtual 12. Hotel Technology Chapter 13 – Hotel Technology Assignment/Discussion Week 12 – Virtual 13. Industry Panel Q&A None Assignment/Discussion Week 13 – In-Person 14. Class Trip Hotel Visitation Class Trip Week 14 15. Final Project None Final Project Week 15