HOSP3018 - Front Office Operations

Course Description

This course studies the philosophy, theory, and operating procedures of a hotel's front office. Your learning will be concentrated on the human relation skills necessary for effective guest and employee relations. Also, hands-on activities will allow you to learn and practice the technical skills necessary to operate a manual, mechanical, or computerized front office operation. Taught by KapCC's Hospitality and Tourism department faculty, this course will focus on managerial analysis of processes, outcomes and efficiencies. You will have the opportunity to achieve the American Hotel and Lodging Association certification after successful completion of the course and exam. This certification is well recognized in the hospitality industry.

This course includes a computer laboratory class. The majority of class meetings will be in face-to-face sessions on campus. Due to the COVID-19 pandemic, there may be occasions when class time will be conducted synchronously via Zoom in lieu of a face to face meeting. In there cases, you will need access to a computer and high speed internet.

Learner Outcomes

By the end of the program, participants will be able to:

1. Distinguish and connect the various classifications of lodging operations to work effectively in a front office environment.
2. Perform each of the major front office functions following industry regulations to facilitate transaction into a lodging front office environment.
3. Interpret statistical information that affects lodging operations.
4. Identify the personal attitudes, characteristics, and work practices essential in providing excellence in front office guest service.
5. Demonstrate effective guest service and complaint handling techniques.
6. Demonstrate computer proficiency in reservations, check-in, posting, and check-out functions of the Front Office.
7. Demonstrate accurate application of guest accounting procedures.
8. Produce and analyze management reports.
9. Analyze managerial responses to a variety of guest situations.
10. Perform a managerial review and audit of operational functions.

Notes

If you are a student with a documented disability please contact the Disability Support Services Office (DSSO) in ‘Ilima 107, ph.734-9552, or email kapdss@hawaii.edu for assistance. For students whose primary disability is Deaf or hard of hearing, contact the KCC Deaf Center at ph. 734-9210 (V), 447-1379 (videophone), or email kapdeaf1@hawaii.edu. Please note: you will need to contact Kapi’olani CC’s DSSO or Deaf Center to request accommodations in a KapCC course even if you’ve already registered or are receiving services at another UH campus’s disability support program.

Refund/Drop Policy:

100% refund: Notification to Non-Credit Registration made 10 business days or more prior to start of course.

50% refund: Notification to Non-Credit Registration made 5-9 business days prior to start of course.

0% refund: Notification to Non-Credit Registration made less than 5 business days prior to start of course.