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Front Office Operations

Front Office Operations

Code: SOC2RB013A
Extent: 3 ECTS (81 h)
Timing: semester 1
Language: English
Level: Professional studies
Type: Compulsory

No prerequisites
This course is part of the study module Hospitality Services

Learning outcomes
The aim is to provide the student with basic skills required at the reception, management of customer service operations and front-office operations from the Opera PMS point of view, and the basics of security and safety in accommodation business.

Upon successful completion of the course, the student
• knows hotel related legislation and its practical implementation
• knows how to use information technology in hotel customer service
• is aware of the safety  and security requirements from hotel front office point of view
• shows willingness to serve in a professional manner and understand that hospitality in one of the central values and success factors of the sector
Course contents
The aim is to provide the student with the basic skills required at the reception.
• Front desk as a working environment
• customer service at the front desk
• security of an accommodation business
• basics of Opera pms-system

Cooperation with the business community
Company visits and visitors from business field 

Customer service in hotels is analysed from multicultural point of view

Identifying and acknowledging previously acquired skills (in Finnish AHOT)
The student may incorporate previously acquired shills in his/her degree by skills test

Teaching and learning methods
Working methods: case studies, project work, class presentations
The course can be completed either as a full time or part time learning

a) Contact lesson based implementation:
Contact hours 48 h
Self study 32 h
The own learning assessment 1 h

b) Part time study:
Contact hours 12 h
Self study 68 h
The own learning assessment 1 h

Teacher with the main responsibility for the course
Taina Pallonen, Haaga

Course materials
Bardi, J. 2003. Hotel Front office management. Wiley & Sons
Lattin, W. Gerald.  2009. The lodging and food service industry. Educational Institute of the American Hotel & Motel Association
Mill R. 2006. Managing the lodging operations. Pearson Prentice Hall

Exam 50%
Assignments 50%
Participation and activity

The own learning assessment assignment does not impact your grade. The
assignment is the same for all courses/modules and your answers will be used
also for course/module development. The assignment is completed online in

Assessment criteria

Upon successful completion the student can:

Grade 1
• outline basic skills required at the reception
• outline different kind of customer groups
• outline legislation in hotel business in Finland
• describe basic hotel reservation from the opera pms point of view
• compare customer service operations
• knows hotel related legislation and its practical implementation

 Grade 3
• compare different kind of customers group
• organize  tasks in reception during customer service process
• analyse hotel reservation process
• illustrate the safety and security in operational level

Grade 5
• plan and organize customer service process in hotel reception
• justify different customer groups
• analyse hotel reservation system in customer service process
• develop safe hotel environment taking into consideration legislation in case study