BANQUET FUNCTION PROSPECTUS FORM

                                  FRONT OFFICE

Unit I

Hospitality industry origin and growth :

Evolution and growth of the hotel industry in the world and in India, hotel definition and core areas, classification of hotels, the need and process for classification, classification of hotels on the basis of size, clientele, duration of guest stay, classification of hotels on the basis of level of services & basis of ownership, alternative accommodation and other lodging facilities with some famous examples from the industry

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Unit II

Organizational structure and layout of front office :

 layout of the department, organization structure of front office department of a small , medium and large hotel, duties and responsibilities of the front office department, attributes and qualities of the front office staff

Unit III

Functional areas of front office :

detailed introduction of the different sections of front office department, layout of the reception counter, functions of the cashier counter , reception , travel desk , concierge ,hospitality desk , business center , bell desk, introduction to the back areas and front areas of front office department

Unit IV

Timeshare and vacation ownership :

introduction and history, referral chains and condominiums, timeshare and vacation ownership business different from hotel business, classification of the time share properties, introduction to resorts and its types ., some famous chains of the world and in India like club Mahindra etc

Unit V

Reservation , guest cycle and tariff :

 introduction and types of reservation, modes and sources of reservation, different systems of making reservation in hotels, introduction to the guest cycle, types of rooms, different types of room rates, meal plans, different approaches of setting room rate

Unit VI

Guest services and communication :

various guest services like handling guest mail, message handling, left luggage handling, wake up calls, front office communication , inter departments and intra department

Unit I

Room reservations procedure and pre - arrival preparations :

 receiving reservation request, determining room availability, accepting or denying request for reservation, amending reservation and cancellation of reservation, preparation for guest arrival at reservation and reception, group reservation handling procedure, pre arrival activities for handling special attention guests

Unit II

Registration and tariff structure :

pre registration activities, receiving guests, room and rates assignment, room status, room rack, computerized registration records, registration and rooming procedures, registration of groups or airline crews, FFIT, Indian and foreign, room change procedure, issue of room keys, fulfilling special requests, handling a walk-in guest, guest with guaranteed reservation

Unit III

Statistics for evaluating hotel performance :

 occupancy ratio, average daily rate, average room rate, rev-par, market share index Room selling techniques : up selling, down selling and discounts procedure

Unit IV

Check out procedure in hotels :

departure procedure, mode of settlement of bills, potential check out problems and solutions, handling of foreign exchange Cashiering procedure in hotels : types of accounts, vouchers, folios and ledger, creation of accounts, maintenance of accounts, settlement of Aaccounts

Unit V

Front office coordination :
 with other departments of hotel also among different sections of front office, front office communication for various guest services, procedures being followed for efficient communication among front office sub sections

Unit VI

Computer applications in hotels :
 property management system, PMS application in front office, PMS interface with stand-alone systems, different property management systems being used in hotels

Unit I

Night audit :
concept and purpose of night audit function, duties & responsibilities of a night auditor, night audit process, preparing reports

Unit II

Hospitality marketing :
basic concepts of marketing, marketing mix, market segmentation, sales and marketing team, Sales techniques, role of front office in maximising, reputation management

Unit III

Budgeting and forecasting :
forecast formula, types of forecast, types of budget & budget cycle, making front office budget, factors affecting budget planning, forecasting techniques, forecasting room availability,, budgetary control, advantages & disadvantages of budgeting

Unit IV

Yield management  and tariff structure :
yield management in the hotel industry, elements of yield management, benefits of yield management, yield management strategies, room tariff, room rate designations, room tariff card, calculation of yield statistics

Unit V

Total quality management (TQM) :
 guests'perception of quality, GAP model, total quality management, 5 practices in total quality management, benefits of TQM

Unit VI

Recent trends and technology in hotels :
introduction, new technologies in hotel and hotel rooms, recent technologies used for safety and security, recent invention in hotel information technology