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Course Information

Course Information

Course Title	Code	Semester	L+U Hour	Credits	ECTS
FRONT OFFICE MANAGEMENT AND FRONT OFFICE OPERATIONS	UTOİ1109	1. Semester	3 + 0	3.0	5.0

Prerequisites

None

Language of Instruction	Turkish
Course Level	Associate's Degree
Course Type	Compulsory
Mode of delivery
Course Coordinator
Instructors	Yusuf GÖRGÜLÜ
Assistants
Goals	1. Otel ve önbüro bölümünün organizasyon şemasını ve bu bölümünde çalışanların görevleri ile diğer bölümler arasında fonksiyonel ilişkilerin nedenlerini kavrayabilme. 2. Önbüroda kullanılan yabacı terimlerin anlamlarını kavrayabilme. 3. Önbüroda kullanılan evrakların içerik ve işlevlerini kavrayabilme 4. Otele giriş ve çıkış işlemlerini kavrayabilme ve uygulayabilme. 5. Problem çözme, bilgi verme, yönlendirme tekniklerini kavrayabilme ve olağan olmayan durumlarda sorumlulukları ve ilkeleri uygulayabilme.
Course Content	1. HOTEL MANAGEMENT 1.1. Description of the Hotel 1.2. Characteristics of Hotel Businesses 1.3. Historical Development of Hotel Management 1.3.1. Development of Hotel Management in the World 1.3.2. 1.4 Development of Hotel Management in Turkey. Classification of Accommodation Enterprises 1.4.1. Classification of Hotel Businesses in General 1.4.2. 1.4.2.1 Classification of Hotel Business in Turkey. Primary Accommodation Facilities 1.4.2.2. Auxiliary Accommodation Facilities 1.4.2.3. Ancillary Service Facilities 1.5. Organizational Chart of Hotel Enterprises 2. SECTIONS CREATING THE HOTEL BUSINESS 2.1. Rooms Section 2.1.1. Front Office (Receptin) 2.1.2. Reservation Section 2.1.3. Uniformed Services 2.1.4. Housekeeping Section 2.1.5. Telephone Section 2.2. Food and Beverage Department 2.3. Technical Services Section 2.4. Accounting Department 2.5. Sales and Marketing Department 2.6. Personnel Section 2.7. Security Department 3. PLACE AND IMPORTANCE OF FRONT OFFICE DEPARTMENT 4. ORGANIZATIONAL STRUCTURE OF FRONT OFFICE DEPARTMENT 4.1. Organization Chart of the Front Office Department 3. DUTIES OF THE FRONT OFFICE DEPARTMENT 4. GENERAL RULES OF THE FRONT OFFICE 5. GENERAL QUALIFICATIONS OF THE FRONT OFFICE STAFF 5.1. Front Office Manager (Front Office Manager) 5.2. Night Manager (5.3). Önbüro Şen (Front Office Chief) 5.4. Receptionist (Receptionist / Room Clerk) 5.5. Front Office Cashier (Front Office Cashier) 5.6. Concierge Chief / Bell Captain 5.7. Carrier / Welcoming Personnel (Bellboy / Doorman) 5.8. Reservation Clerk 5.9. Switchboard Operator 6. SUB-UNITS AND OPERATING PRINCIPLES OF THE FRONT BUTTON 6.1. Reservation Section 6.1.1. Reservation Arrival Procedures 6.1.1.1. Reservation by Phone 6.1.1.2. Booking by Letter 6.1.1.3. Booking with Telex 6.1.1.4. Reservation by Fax 6.1.1.5. Personal Booking 6.1.1.6. Reservation with Computer (Internet) 6.1.1.7. Central Reservation Systems (CRS) 6.1.2. Booking Process 6.1.2.1. Booking Inquiry 6.1.2.2. Determining the Acceptability of the Reservation 6.1.2.3. Making a Booking Record 6.1.2.4. Confirmation (Confirmation) of the Reservation 6.1.2.5. Overbooking (Overbooking) Status 6.1.3. Reservation Follow-Up Types 6.1.3.1. Unsecured Reserves 6.1.3.2. Guaranteed Reservations 6.2. Reception Section 6.2.1. Customer Types 6.2.1.1. According to Consumption Behavior 6.2.1.2. According to the Way of Travel 6.2.2. Chamber Sales Techniques 6.2.3. Basic Stages of Room Sales 6.2.4. Check-in Procedures 6.2.4.1. Entry Transactions of Individual and VIP Customers 6.2.4.2. Entry Transactions of Group Customers 6.2.5. Special Cases in Chamber Sales 6.3. Front Cash Section 6.3.1. Features of Client Accounts 6.3.2. Customer Accounts Payment Methods 6.3.2. l. Customer Pays His Account 6.3.3.2. Payment of the Client's Account by the Travel Agency 6.3.2.3. Paying the Total Fee for Room and Pension 6.3.2.4. Payment of Customer Account by Travel Agency (Full Payment) 6.3.2.5. Booking, Agency, Payment by Customer 6.3.2.6. Full Complimentary Status 6.3.2.7. Crediting of the Account 6.3.3. Account Payment Tools 7. THE RELATIONSHIP OF THE FRONT OFFICE WITH OTHER DEPARTMENTS 7.1. Relationship of Front Office with Housekeeping 7.1.1. Before Guests Arrive at the Hotel 7.1.2. After Guests Arrive at the Hotel 7.1.3. After The Guests Leave The Hotel 7.2. Relationship of Front Office with Kitchen & Service 7.3. Front Office Accounting Relationship 7.4. Front Office Sales & Marketing Department Relations 7.5. Front Office Management Department Relationship 7.6. Front Office Technical Department Relationship 7.7. Relationship of Front Office Security Department 8. FORMS USED IN FRONT OFFICE.
Learning Outcomes	1) 1. Understands the functional relations of hotels' service production departments. 2) 2. Understands and explains foreign terms used in the front office. 3) 3. Knows and applies the content and functions of the documents used in the front office. 4) 4. Understands and implements the hotel entrance and exit operations. 5) 5. Understand and apply information about problem solving, informing, routing techniques and methods. 6) 6. Know and apply responsibilities and principles in unusual situations. 7) 7. Uses time efficiently and effectively by planning work and other activities in computer environment.