COURSE UNIT TITLE

: FRONT OFFICE MANAGEMENT

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
TUR 2008 FRONT OFFICE MANAGEMENT COMPULSORY 3 0 0 5

Offered By

Tourism and Hotel Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

INSTRUCTOR NIL SONUÇ

Offered to

Tourism and Hotel Management

Course Objective

Front Office Management Course aims to encrich the students knowledge and skills required for management of front office employees and renting rooms within the hospitality industry. All the sub departments of front office such as reception, concierge, reservations, yield management are considered in this course.

Learning Outcomes of the Course Unit

1   To be able to define the basic duties of the front office personnel.
2   To be able to use, speak and write the front office and housekeeping terms and specific front office language among the personnel and towards the customer.
3   To be able to describe the qualifications of a front office personnel.
4   To be able to speak and communicate perfectly with the native language in order to have good relations with the hotel s environment.
5   To be able to speak at least two foreign languages in professional level (spoken and written) .
6   To be able to communicate with the customer in a calm and professional manner.
7   To be able to define, choose and wear an official outfit for the front office personnel.
8   To be able to describe all the different sub departments of the front office and their roles and duties in the management of the front office department.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 The Place of the Front Office Department at Hotel Industry
2 The Importance of the Front Office for the Hotel History in Turkey and in the World
3 The Organisational Chart of Front Office Department at Accomodation Sector
4 The Sub-Departments of the Front Office and their Personnel
5 The Qualifications of the Front Office Personnel
6 Human Resources Management and Front Office Department
7 Midterm Exam
8 Midterm Exam
9 Reception Department and its Personnel
10 Reservations Department and its Personnel
11 Concierge Department and its Personnel
12 Forecasting and Front Office Management
13 Yield Management and Front Office Management
14 Front Office and Its Relationships with the Other Departments at the Hotel
15 Final Exam
16 Final Exam

Recomended or Required Reading

Hotel Front Office Management, James A. Bardi, 2010, ISBN-13: 978-0470637524ISBN-10: 0470637528Edition: 5th , (4th Edition, 2007)
Ön Büro Yönetimi, Burhan Şener, Detay Yayıncılık, 2009.
Kasavana, M. and Brooks, R. ( 2001). Managing Front Office Operations (6th ed.)., New York: Educational Institute of the American Hotel
Konaklama Işletmelerinde Verimlilik Analizleri, 2005, Prof. Dr. Saime Oral
International Hospitality Management, Chuck Y. Gee

Planned Learning Activities and Teaching Methods

Following the book, and also watching the videos, commenting on the videos about the cases in the front office, also trying to understand the different articles about the subject.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 FIN FINAL EXAM
3 FCGR FINAL COURSE GRADE MTE*0.40+FIN * 0.60
4 RST RESIT
5 FCG FINAL COURSE GRADE MTE*0.40+RST * 0.60


Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

English

Course Policies and Rules

The student is required to be at class on time.
The student is expected to obey the rules of the classroom and the school.
The student is expected to attend the course regularly.
The student is expected to fulfil his responsibilities such as passing the exams.

Contact Details for the Lecturer(s)

nil.sonuc@deu.edu.tr

Office Hours

Will be announced later.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 12 3 36
Preparations before/after weekly lectures 12 6 72
Preparation for final exam 1 2 2
Preparation for midterm exam 1 2 2
Midterm 1 2 2
Final 1 2 2
TOTAL WORKLOAD (hours) 116

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12
LO.15
LO.25
LO.3555
LO.45555
LO.55
LO.6555
LO.75
LO.85

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

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