At the conclusion of this course, the student should be able to:
1. To identify and describe the departments, operations, and various staff within a full-service hotel.
2. Summarize innkeeper laws and safety protocol.
3. Compare marketing strategies and trends.
4. Operate a front desk successfully.
5. Classify lodging facilities based on size, target markets, and levels of service
6. Determine room rates based on different strategies, such as the Hubbart Formula.
7. Conduct a comparative market analysis and develop a plan for improving service and revenue at a selected property.
I. Overview of the Industry and Key Terms
A. Industry history
B. Where is it today?
C. Differences between the United States and the world
D. The changing marketplace due to the internet
II. Operating Structures
C. Managed type properties
III. Overview of Hotel Departments
A. General manager
B. Front desk and night auditor
D. Human resources
E. Sales and marketing
F. Front office accounting - Revenue Per Available Room (RevPAR), Average Daily Rates (ADR), Occupancy Percent
IV. Introduction to Innkeepers Laws
A. Americans with Disabilities Act (ADA) compliance
B. Wages and salaries
V. Accommodations and Clientele
A. Leisure, corporate, family, couples, other
B. Reason for travel
C. Types of accommodations
D. Reasons to travel
E. How to attract each category of clientele to each different hotel type
VI. Present Hotel Marketing Concepts
A. Location types
B. Product types
C. Market segmentation
D. The role of the internet
E. Advertisement campaigns
VII. The Internet, Social Networking and Property Rating Systems
A. American Automobile Association (AAA)
B. Online rating sites, such as Yelp and Trip Advisor
C. How to navigate each of them?
D. Booking agents
E. How do the booking agents make their money?
F. What are some of the pros and cons to booking online?
VIII. Front Desk Training
A. Greeting guests with a friendly and sincere welcome upon arrival and check in
B. Registering guests in the computer, verifying reservation, address and credit information, and familiarizing guests with hotel amenities upon check-in
C. Send and receive email and manage inbox
D. Use the Internet and be able to find what the guest's need, such as directions, weather, traffic, area coupons, dinner reservations, flight confirmations, etc.
E. Process credit cards and cash transactions
F. Balance hotel's daily reports
G. Manage housekeepers and room status
H. Process a guest's bill and charges at check out
I. Answer the telephone with a friendly voice and routing calls
J. Shift strategies and safety
IX. Introduction to Local Sonoma County Hotel Industry and History
A. Local history
B. Restaurants by food type, price, and ambiance
C. Wineries by varietals, size, tours, picnic area and coupons
D. Art collections and museums
E. Activities such as: The Wine Train, balloon rides, bike tours
F. Provide directions to visitors
G. Rental sites such as Airbnb, VRBO
Managing Front Office Operations. 10th ed. Kasavana, Michael. Educational Institute of the American Hotel Motel Association. 2017 (classic).
Hotel Front Office Training Manual. Andrews, Sudhir. Tata McGraw-Hill Education. 2013 (classic).
Foundations of Lodging Management. 2nd ed. Hayes, David and Ninemeier, Jack and Miller, Allisha. Pearson. 2011 (classic).
Instructor prepared materials
Open Educational Resources: