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Family & Consumer Sciences
Lodging Management I
This course outlines the stages in the guest cycle. Categorize the events that occur during the guest's pre-approval, arrival, occupancy and departure stages.Examine the importance of protecting a guest's right to privacy. Use a logbook to record front office activities. Explain the importance of good communication skills in front office positions. Create an information directory.Create a split folio and master folio. List types of equipment and supplies loaned to guests and identify property policies for those items. Demonstrate proper handling of guest mail and packages. Identify special needs guests and explain roles and responsibilities of the staff. Categorize the types of guest complaints and create a priority list. Identify and create policies on how to handle guest complaints.
Develop a follow-up checklist for guest complaints. Evaluate the role of the front office employees in security. Define and explain types of keys used and key control measures taken to protect guests.
Outline locking systems and their role in protecting guests. Create a plan for front desk surveillance, access control, protecting hotel funds. Describe lost and found procedures and time lines. Develop emergency response procedures and assign staff responsibilities. Explain direct-dial calling, operated assisted calls and premium price calls of the guest. Outline the functions of a PBX system.
Demonstrate how a HOBIC works. Define a call accounting system. List types of phones and map their locations at a lodging property. Take and deliver faxes and messages to the guest. Demonstrate wake up call procedures and voice mail instructions. Demonstrate email and TDD technology offered to the guest. Define various types of reservations. List the factors of a binding agreement between the lodging property and a potential guest. Describe a global distribution system.
Define an intersell agency. List the ways properties directly receive reservations. Make a reservation through the internet. Contrast affiliate and non-affiliate reservations office. Outline the functions of a central reservation networks. Access and perform tasks necessary for operating a reservation computer system. Identify information needed for forecasting occupancy rates. Calculate percentages of no-shows, walk-ins, overstays and understays. Create a three-day and ten-day forecast. Identify the functions and purposes of pre-registration. Demonstrate the use of guest registration cards. Describe and chart the flow of registration information throughout the lodging property. Determine when a room is available for sale and how to communicate room status reports.
List and interpret rate schedules and special room rates. Demonstrate upselling techniques. Describe procedures used when turning guests away and referring guest to another property. Outline complete registration procedures. Discuss various forms of payment accepted. Explain property policies on issuing room keys. Instruct guest about promotional or special incentive programs available to them. Identify features of the guest accounting module of the computer system. Create individual, master, non-guest, employee, control, semi-permanent and permanent folios. Discuss various types of entries that can be made to guest accounts. Resolve outstanding account balances using various forms of payments. Update room status. Create a guest history.
List departure procedures and three methods of check out options. List the steps involved in internal control. Complete a front office cash sheet and explain the procedures used for cash banks.
Explain the purpose of a financial records audit. Complete a daily operations report.
Calculate occupancy ratios and opening ratios. Interpret room revenue and room division budget reports. Identify and describe the functions of a night auditor. Use the basic account posting formula to complete outstanding postings. Reconcile room status discrepancies and balance departmental revenue. Verify room rates and no-show reservations. Post room rates and taxes. Prepare a cash deposit. Distribute reports after backing up the system.
Carla Campbell
Dependent on course major
- Identify types of hotels
- Identify types of hotel ownership/management
- Identify levels of hotel service
- Describe the organizational structure of lodging properties
- Identify and apply industry safety standards
- Examine the uses of various types of telecommunications
- Follow operational procedures for reservations and rate and room assignments
- Integrate listening, writing and speaking skills to enhance operations and guest satisfaction
- Identify and apply housekeeping standards
Hospitality: Manager - CTTC
Various assessments available through American Hotel & Lodging Association
Aligns with the American Hotel and Lodging Association (Skills Tasks and Results Training-START)

Aligns with American Hotel and Lodging Association - Lodging Management
Life Skills: Communication Skills - CIMC

Culinary Concepts - MAVCC

American Hotel and Lodging Association

- Lodging Management

Career Majors That Sequence This Course
Career Cluster Pathway Career Major
Hospitality & Tourism Lodging Front Desk Worker (formerly Front Desk)
Hospitality & Tourism Lodging Front Office Assistant (Formerly Front Desk Asst.)
Hospitality & Tourism Lodging Hospitality and Tourism Manager
Hospitality & Tourism Lodging Housekeeper
Hospitality & Tourism Lodging Lodging Management Assistant
Hospitality & Tourism Lodging Lodging Manager