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1. COURSE OBJECTIVES
The aim of this unit is to provide students with the understanding of how the hotel Front Office is managed and its importance within accommodation services. This unit will explore the Front Office and students will learn about the day-to-day management of the Front Office. Students will gain an understanding of what is involved in each phase of the guest experience as well as an understanding of room sales revenue and the importance of yield management in maximising revenue. On successful completion of this unit students will have developed sufficient knowledge and understanding of what it takes to manage the Front Office.
2. COURSE CONTENTS
No.
Contents
Time Allocation
Contribution to CLO
Hour(s) on the class
Essays, exercise,
Assignments...
(3)
Self-study with teacher’s tutorials
(4)
Lecture
(1)
Practice, Seminar…
(2)
1-2
CHAPTER 1. HOTEL ORGANISATION AND THE FRONT OFFICE MANAGER
4
2
3
9
1,5,6,7
3-4
CHAPTER 2. PROPERTY MANAGEMENT SYSTEMS
4
2
3
9
3,4,5,6,7
5-6
CHAPTER 3. REVENUE MANAGEMENT
4
2
3
9
2,5,6,7
7
MID-TERM TEST
3
4.5
1.5
7
8-9
CHAPTER 4. PREPARATION AND REVIEW OF THE NIGHT AUDIT
4
2
3
9
2,6,7
10-11
CHAPTER 5. HOSPITALITY MANAGEMENT
4
2
3
9
3,4,5,6,7
12
CHAPTER 6. IMPORTANCE OF RECEPTION & RESERVATION DEPARTMENT
1
2
3
3
1,5,6,7
13-14
CHAPTER 7. SYSTEMWIDE RESERVATIONS
2
4
6
6
1,3,5,6,7
15-17
CHAPTER 8. GUEST CHECK IN
2
7
10.5
7.5
3,5,6,7
18-19
CHAPTER 9. GUEST CHECK OUT
2
4
6
6
3,5,7
20-21
CHAPTER 10. WORKING PROCESS AT RECEPTION
2
4
6
6
1,5,7
22-25
CHAPTER 11. CONCIERGE AND GUEST SERVICES
1
11
16.5
7.5
3,4,5,6,7
Total (hour)
30
45
67.5
82.5
3. COURSE ASSESSMENT
- Score ladder: 10
- Type of assessment
Form
Content
Criteria
CLO
Proportion
Formative
Attendance
In class attendance checking
The number of attendances and participation in lesson
1,2,3,4
10%
Mid-term test
Assessement of knowledge and skills
MCQ + writing
5,6,7,8
15%
Assigment
Clearly specified
Group or individual assignment
15%
Summative
Final test
Assessement of knowledge and skills
MCQ + writing
1, 4,5,7
60%
Total:
100%
Guidance: Base on learning outcomes, what teaching method, learning method and evaluation are needed to achieve these learning outcomes and evaluate the level of achieving learning outcomes. Department should build criteria to assess measuring level of course learning outcomes (according to Rubric)
- Types of assessment
- Requirement for assessment when suggesting assessment method
Value
Measure exactly what is needed to be measured (assessment criteria/factor should be correlative with knowledge/skills demonstrating in respective learning outcomes).
Reliability
Assessment from two teachers/lecturers who evaluate the same task of student or from one teacher/lecturer in different time.
Fairness
Students are provided information about assessment criteria.
Scoring bases on specific criteria.
Students are completely instructed knowledge, skills needed to meet assessment criteria.
- Assessment methods
Performance Based Outcomes
Demonstration, presentation, simultation, role play, work sample, performace test (Trình diễn, thuyết trình, mô phỏng, đóng vai, bài kiểm tra mô phỏng công việc thực tế, thi đánh giá năng lực)
Project, lab test, fieldwork, thesis, practicum, portfolios (Dự án, thực hành ở phòng lab, đi thực địa, luận văn, rèn luyện nghiệp vụ, hồ sơ)
Knowledge Based Outcomes
MCQs, short essay questions, posters (Thi trắc nghiệm, viết bài luận ngắn, posters)
Case studies, long essay questions, critiques, journal/blogs (Nghiên cứu tình huống, viết bài luận dài, bài phê bình, bài báo/blog)
Low Order Thinking Skills (Kỹ năng tư duy cấp độ thấp)
High Order Thinking Skills (Kỹ năng tư duy cấp độ cao)
SUITABLE ASSESSMENT METHODS (knowlegde)
Remember
Understand
Apply
Analyse
Evaluate
Create
MCQ
MCQ
Open questions (allow to use materials)
Case study
Evaluate published articles
Create product model
Standardized test
Fill in the blank
Group project
Presentation
Evaluation essay
Thesis, dissertation, poster
Quiz
Quiz
Practice, experiment
Project
Evaluate problems
Compose
Summarize book, documentary
Speaking test
Business model
Case study
Start-up