Unit 1: Introduction to the hospitality industry LH 8 Introduction, Definition of hotel, Development of hotel industry (internationally and nationally), International chain associations, Star rating criteria of Nepal
Classification of hotel, Types of hotel, Hotel organization chart, Organizations of hotel - operating/non-operating, revenue/non-revenue producing departments of hotel
Attributes of hospitality professional.
Unit 2: Front office organization LH 8
Introduction, Function, Organization chart, Duties and responsibilities of front office staff, Attributes of front office staff, Interdepartmental coordination; Front office terminologies; Communication system (process, method and barriers).
Unit 3: Rooms LH 5
Types of rooms, Room symbols, Room history card, Guest history card, Room rate and its types, Discount and allowance, Room key and key control.
Unit 4: The guest cycle LH 2
Pre-arrival, arrival, occupancy, departure
Unit 5: Reservation LH 8
Introduction, importance and its purpose, Types of reservation, Modes of reservation, Source of reservation, Reservation procedure, Understanding special requirements, Different system of processing reservation, Reservation charts, Cancellation and amendments, Reservation confirmations, regrets and overbooking.
Unit 6: Reception LH 6
Preparation for guest arrival, Standard check-in procedure - pre-registration activities; creating the registration record ( guests with reservations and walk-in guest), (types of hotel register, guest registration card and its’ importance, C-form); room assignment and determination of room rate; establishing the method of payment; issuing the room key; fulfilling special request (arrival procedure for FITs), Group arrival procedure. Methods of room assignment, Room change process, Self-registration, Express registration.
Unit 7: Other guest related services LH 7
Guest relation, Handling guest complaints, Handling VIPs, Handling mail and messages, Telephone handling, Dealing with safe deposit, Up selling, Scanty baggage procedure, Left luggage procedure.
Unit 8: Hotel safety and security LH 2
Procedure regarding safety and security.
Unit 9: Departure LH 2
Departure procedure for FITs, Group departure procedure, Late check-out, Express check-out, Self check-out.
Preparing forms and formats used by front office department. Practice in making reservation, registering and departure of the different types of the guest. Practice telephone etiquettes, making wake-up calls and preparing wake-up call chart.