Guest Service Management

Catalog description

Three lecture. Overviews of the hotel industry, front office management, guest expectations, reservations, uniformed services, and guest accounting. Also emphasizes the importance of communication and the key role front office plays within the framework of the entire hotel. Students will be able to: identify methods for obtaining maximum profits; analyze current industry trends; forecast reservations; process reservations; perform registration and assignment of guest rooms; identify and utilize upselling techniques; synthesize the room divisions and contributions to overall profitability; define room rack; perform guest accounting; perform credit procedures; identify and perform night audit procedures.