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Lecture 1
(held on 9th October 2001)
Specialist sources of business
In
this first introductory lecture we discuss specialist sources of
business such as timeshare, conferences, incentive, and casino business.
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Lecture 2 (held
on 18th October 2001)
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Front
Office Staffing Levels and Rotas
This lecture discusses the different posts within Front Office and looks
into the factors that determine staffing levels, as well as the various
shift patterns that may be employed.
Reference is made to the EU Working Time Directive and the
relevant local Legal Notice on this subject.
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Calculating
Staff Requirements
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Lecture 3 (held
on 23rd October 2001)
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Establishing
Room Rates
This lecture looks into methods employed to determine room rates and
explores both cost and market based pricing.
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Assignments
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Calculating
Room Rates
The bottom-up approach, Differential rates, Seasonal rates.
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Lecture 4 (held
on 31st October 2001)
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Contracting
Rates
In this lecture we look into the
procedures adopted when setting up group or special one off rates.
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Lecture 5 (held
on 7th November 2001)
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Occupancy
reports and forecasts
This lecture discusses the various
occupancy reports and forecasts produced by a hotel's Front Office
department.
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Lecture 6 (held
on 15th November 2001)
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Yield
Management (Part I)
This lecture introduces the subject of yield management: defines the
overall concept and introduces Yield Management formulae.
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Discount
Grid
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Lecture
8 (held
by David Vella - November
2002) |
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Code of Practice
This lecture discusses the Code of Practice developed
by the International Hotel & Restaurant Association and the Universal
Federation of Travel Agents' Associations.
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Lecture 9 (held
on 3rd December 2001)
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Data Protection and Statutory
Requirements
This lecture discusses
the issue of data protection as well as a number of other legal issues,
including Immigration. (This in a html slide presentation) |
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Statutory
Requirements and the FOM
Having
discussed data protection in the previous lecture, we now look into
statutory requirements which may require some input from the Front Office
Manager.
We look into legal requirements under the Immigration Act as well
as the requirement to accept guest property for safekeeping.
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Lecture 10 (held
on 11th December 2001)
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The
Night Audit
In
this lecture we look at the various night audit procedures adopted, most
of which are nowadays at least semi-automated and considered as a
"system update."
We examine what is required from a night audit, and what
contingency measures can be taken in the event of a system failure.
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Lecture 11 (held
on 18th December 2001)
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Evaluating
Front Office Operations
This lecture looks into how a Front Office Manager may
evaluate operations by utilising occupancy and operating ratios, and how
these will affect short and long term decision making.
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Lecture 12 (held
on 8th January 2002) 
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Staff
Motivation and Empowerment
The most important resource in a hotel is the human
resource. In this lecture we discuss how a Front Office Manager may
motivate his staff to perform better, including handling guest complaints
more effectively and maximizing revenue.
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Lecture 13 (held
on 8th January 2002)
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Security
of Guests, Staff and the Hotel
This lecture discusses the role played by the Front
Office in protecting guests, staff and the hotel from various dangers and
threats.
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