Diploma in Front Office Operations

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DIPLOMA IN FRONT OFFICE OPERATIONS

Eligibility	Senior Secondary (10+2) or equivalent with English as a subject.
Duration	One Year + six months in the industry
Teaching Hour per week	35 Hours
Effective teaching	34 weeks
Industrial Training	24 weeks after the annual examinations.

TEACHING AND EXAMINATION SCHEME

No.	Subject code	Subject	Hours per week	Term Marks*
THEORY
1	DFO-01	Front Office Operations	6	100
2	DFO-02	Principles of Accounts	6	100
3	DFO-03	Hotel Accounts	4	100
4	DCS-03	Business Communication	2	50
5	DFO-04	Application of Computers	1	–
TOTAL			19	350
PRACTICAL
6	DFO-11	Front Office Operations	8	100
7	DFO-12	Application of Computers	4	50
8	DFO-13	Office Organisation	2	50
9	DCS-12	Library	2	–
TOTAL			16	200
GRAND TOTAL			35	550

* Term marks will comprise 30% Mid Term Exam & 70% End Term Exam Marks.

RULES AT A GLANCE

NO.	TOPIC	REQUIREMENT
1.	Attendance required to become eligible for exam	75% in aggregate
2.	Minimum pass marks for each theory subject	40%
3.	Minimum pass marks for each practical subject	50%
4.	Maximum duration to pass/clear all subjects/ papers	03 academic years

FRONT OFFICE OPERATIONS (DFO-01)

TIME ALLOTTED: 06 HOURS PER WEEK

MAXIMUM MARKS: 100

ACTIVITY	MAXIMUM MARKS
Marks for attendance	5
Mid-term exam marks	25
Total (Incourse Assessment Marks)	30
End term exam marks	70
Total	100

Learning Objectives :

After completion of the course the students will be able to:

Describe the organization of the tourism and hospitality industry from the perspective of a hotel’s Front Office Operations.
Explain the organization structure of a hotel, the delegation of authority to various levels and interdepartmental coordination and team work necessary for the smooth operation of a hotel.
Enumerate the different sections of Front Office and describe their respective duties.
Describe the various steps involved in the hotel guest cycle.
Explain the correct procedure of dealing with difficult situations and emergencies

UNIT	CONTENT	HOURS ALLOTTED	WEIGHTAGE FOR EXAM
1	Introduction to Tourism, Travel and Hotel Industry Introduction to tourism, travel and hotel industry and their inter-relationship Interdependency of tourism, travel and hospitality industry Acronyms and terminology of hotel industry Classification of hotel On the basis of star category, service, size, number of rooms, clientele, Supplementary accommodations.	18	10%
2	An Overview of Room Division Prologue with room division department and its sub-departments (front office, uniformed service and housekeeping) and their sections. Standard layout of front office department and its sections Organization structure of hotel with special reference to front office department Duties and responsibilities of front office employees Personality traits of front office employees Front office equipment (non-automated, semi-automated & fully automated) Coordination of front office with other departments and sections	18	10%
3	Functions of different sections of room division department Front office Reservation Reception/front desk Lobby desk Guest relation desk Telephone Business centre Mail and message section Cashier desk Night auditor Uniformed service Bell desk Concierge Travel desk Airport representative Housekeeping Control desk Horticulture Linen and uniform room Laundry Room status terminology	18	10%
4	Hotel Rooms and Tariff structure Definition of room and its characteristics Room taxonomy (Standard, Promoted and Suite Configured Rooms) Definition of room tariff and its fixation basis Room rate taxonomy (Standard, Special/Discounted & Promoted Room Rates) Group rates Discount and allowances.	18	10%
5	Guest Cycle Different Stages of Guest Cycle and involved activities Guest cycle operation under- manual, semi-automated and fully automated system Guest cycle activities under- VIP, Group, Airline crew member and transient guest Equipment under different modes of guest cycle Documentation under different modes of guest cycle	18	10%
MID TERM EXAM
6	Reservation Definition and importance of reservation Modes and Sources of reservation Tool and process of reservation System of reservation Manual (Card and Hotel Diary) Semi-automated (Whitney , computerized) Fully automated (CRS and GDS) Types of reservation (on different basis) Guaranteed vs. Non-guaranteed Transient vs. Group Reservation amendment/modification and cancellation policy Reservation Network/Channel (CRS) Affiliated reservation network Non-affiliated reservation/referral group Reservation supply chain (online companies)- Expedia, Make My Trip, Travel Related Services Reservation terminology and documentation	18	10%
7	Registration Define registration and importance of registration Concept of registration Activities of registration stage Process of registration under – Guest with reservation Walk-in guests Group guests Transient guest Airline crew member Incentive guest VIP and CIP SPATT Modes of registration Front desk directed (Express Check Out and Computerized Check Out) Guest directed (Video check-out and Self-Check-out) Registration terminology Documentation	18	10%
8	Safety and Security Safety and security of guest (their valuables) and hotel staff Key control Types of keys Key control measures Electronic keys Safe deposit vaults and in room electronic safes	18	10%
9	Guest Account Settlement Modes of account settlement Cash Credit (travellers check, travel agent voucher, foreign currency, charge cards, airline vouchers, third party billing) Control measures for cash and credit based account settlement policy Forex (licences, exchange rates and policy) Currency exchange during arriving in India Currency exchange during departing from India Reservation section terminology Documentation	18	10%
10	Situation and Complaint Handling Situation handling Usual situation (skipper, scanty baggage, walking, walk-in, paging, room change, luggage handling during check-in and check-out, left luggage procedure, etc.) Unusual situations (death, fire, theft, bomb threat and terrorist attack) Complaint handling Types of guest Types of guest complaints Complaint as a gift philosophy The complaints handling procedure and redressal	18	10%
Total		180	100%

PRINCIPLES OF ACCOUNTS (DFO-02)

TIME ALLOTTED: 06 HOURS PER WEEK

MAXIMUM MARKS: 100

ACTIVITY	MAXIMUM MARKS
Marks for attendance	5
Mid-term exam marks	25
Total (Incourse Assessment Marks)	30
End term exam marks	70
Total	100

Learning Objectives :

After completion of this course students should be able to:

Explain meaning of accounts,
Record in prime and secondary books,
Prepare trial balance, final accounts,
Prepare bank reconciliations statement,
Calculate depreciation by different methods.

UNIT	CONTENT	HOURS ALLOTTED	WEIGHTAGE FOR EXAM
1	Introduction to accounting Meaning and definition Types and classification Principles of accounts System of accounting Generally accepted principle of accounting (GAAP)	18	10%
2	Books of original entry (journal) Meaning and definition Format of journal Rules of debit and credit Opening entry, simple and compound entries Practical Problems	18	10%
3	Ledger Meaning and uses Formats Posting Practical Problems	18	10%
4	Subsidiary books Need and uses Classification Purchase book Sales book Purchase return book Sales return book Debit note Credit note Practical Problems	18	10%
5	Cash book Meaning Advantages Simple double and three column Handling cheque Practical problems	18	10%
MID TERM EXAM
6	Bank reconciliation statement Meaning Reasons of difference in pass book and cash book balances Preparation of bank reconciliation statement Practical Problems	18	10%
7	Trial balance Meaning Methods Advantages Limitation Practical problems	18	10%
8	Final accounts Meaning Procedure for preparation of final accounts Difference between trading accounts profit & loss accounts and balance sheet. Adjustment Closing stock Practical problems	18	10%
9	Capital and revenue expenditure Meaning Definition of capital and revenue expenditure	18	10%
10	Depreciation Meaning & causes Methods- fixed instalments Diminishing balance Practical problems	18	10%
Total		180	100%

HOTEL ACCOUNTS (DFO-03)

TIME ALLOTTED: 4 HOURS PER WEEK

MAXIMUM MARKS: 100

ACTIVITY	MAXIMUM MARKS
Marks for attendance	5
Mid-term exam marks	25
Total (Incourse Assessment Marks)	30
End term exam marks	70
Total	50

Learning Objectives

After completion of this course, students should be able to:

Describe uniform system of accounts & its importance in hotel industry
Solve examples on uniform system of accounts, income statement, departmental income statement
Handle computerised accounting system
Describe importance of yield management
Calculate room rates, ARR and RevPAR

UNIT	CONTENT	HOURS ALLOTTED	WEIGHTAGE FOR EXAM
1	Uniform System of Accounts For Hotels Introduction to Uniform System Of Accounts Advantage & disadvantages	12	10%
2	Income statement under uniform system of accounts Revenue and non-revenue producing departments of the hotel Contents of the income statement Practical problems	12	10%
3	Departmental income Statements Under Uniform System Of Hotel Accounts Room departmental income schedule Food and beverage department income schedule Practical problems	12	10%
4	Internal Control Meaning & Objectives of internal control Characteristics of internal control	12	10%
5	Ledger &Computerised Accounting Types of ledger used in hotel Point of sale Property management system Introduction to computerised accounting system	12	10%
MID TERM EXAM
6	Night auditing Need of night auditing Night auditors duties & responsibility Reports prepared by night auditor	12	10%
7	Room rates Fixing room rates Basis of charging room rates Calculation of single rate & double rate Calculation of average room rate (practical problems)	12	10%
8	Yield management Meaning & importance in selling rooms	12	10%
9	Ratio analysis Meaning of ratio Profitability ratio Turnover ratio	12	10%
10	Departmental accounting Introduction to departmental accounting Allocation & apportionment of expenses Basis of allocation Method Gross profit method Net profit method	12	10%
Total		120	100%

BUSINESS COMMUNICATION (DCS-02)

TIME ALLOTTED: 02 HOURS PER WEEK

MAXIMUM MARKS: 50

ACTIVITY	MAXIMUM MARKS
Marks for attendance	2 ^1/2
Mid-term exam marks	12 ^1/2
Total (Incourse Assessment Marks)	15
End term exam marks	35
Total	50

Learning Objectives:

Knowledge

Understand the fundamental principles of effective business communication
Identify different forms of communication
Evaluate the difference between the types of communication
Understand the concept of body language and its correct use

Competencies

Apply effective communication in today’s business world
Use correct form of communication depending on business situation and circumstances
Organise ideas and express in writing and speaking
Participate effectively in groups with emphasis on listening, critical and reflective thinking and responding
Avoid common body language mistakes

Mindset

Understand the importance of specifying audience and purpose, and to select appropriate communication choices

No	CONTENT	TIME ALLOTTED	WEIGHTAGE FOR EXAM
1	Introduction to Business Communication Definition Objectives Principles of effective communication Importance of good communication	10	20%
2	Types of communication Formal Informal Verbal Written Horizontal Vertical	05	10%
3	Essentials of good business letter and types of letters – Official, D.O	05	15%
4	Letter writing Circular Memo Notice U.O. Note Applications Bio-data (C.V.) Covering letter Invitations Greetings Apologies	10	20%
MID TERM EXAM
5	Communication with guest and Body language Effective Speaking – Polite and effective enquiries & responses, Addressing a group Listening and note taking skills Body language- Importance & application	10	15%
6	Speech Improvement Pronunciation, stress, accent Importance of speech in hotels Common phonetic difficulties Connective drills exercises Introduction to frequently used foreign sounds	10	10%
7	Electronic modes of communication: Use of telephone Taking telephonic orders Telephone etiquette’s Fax E-mail and protocol Responsible social media	10	10%
TOTAL		60	100%

APPLICATION OF COMPUTERS (DFO-04)

TIME ALLOTTED: 01 HOURS PER WEEK

MAXIMUM MARKS: 00

Learning Objectives for Commodities:

After completion of this course students should be able to;

Explain characteristics of computers.
Identify the basic component of a computer
Explain the importance of various units of a computer
Differentiate between system software and application software
Explain the importance of operating software
Get acquainted with open source, and
Appreciate the need of computer security.

UNIT	CONTENT	HOURS ALLOTTED
1	Characteristics of computers Speed Accuracy Diligence Versatility Power of remembering	3
2	Computer and its components Input unit Storage unit Central Processing Unit Output unit	4
3	Computer software System software Application software	3
4	Computer language Machine language Assembly language High level language Compiler & interpreter Open source software	4
5	Operating system Windows Linux	4
6	Windows (Latest) desk top elements Start a programme Quit a programme Getting help Searching files & folders Changing system settings Using my computer for browsing disk drives.	4
7	File management in windows Using windows explorer Opening drives & folders View file details Copying & moving files use windows explorer Create a new folder Rename a file or folder Delete a file or folder	4
8	Computer security Views and threats Protecting computer system using antivirus. Precautions to be taken against viruses.	4
Total		30

FRONT OFFICE OPERATIONS PRACTICAL (DFO-11)

TIME ALLOTTED: 08 HOURS PER WEEK

MAXIMUM MARKS: 100

ACTIVITY	MAXIMUM MARKS
Marks for attendance	5
Mid-term exam marks	25
Total (Incourse Assessment Marks)	30
End term exam marks	70
Total	100

Learning objectives

After completion of this course the students will be able to comfortably carry out the following tasks;

Use various forms, formats and registers maintained in the front office department of a large hotel in paper form or on the PMS.
Communicate effectively with guests, colleagues and staff from other departments of the hotel verbally including on telephone, in writing and body language
Use the information available discreetly ensuring safety, security and privacy of guest, colleagues and organisation.

UNIT	CONTENT	HOURS ALLOTTED
1	Introduction to front office equipment Non automated equipment Fully automated equipment	15
2	Various types of forms, log books used in front office (Registration card, guest feedback form, reservation form, C- Form, etc…)	20
3	Basic French Greetings Days Months Seasons Numbers	20
4	General awareness Country, capital and currencies General knowledge	15
5	Telephone handling: Telephonic etiquettes (do’s and don’ts) Role play on: Telephonic reservation between reservation department and guest Complaint handling through telephone Telephonic queries by guest to front office department for rooms and information’s, etc…	20
6	Complaint Handling: Types of guest in hotel and nature of complains faced in front office department. Role play on handling a complaint between: Fussy guest and front office staff Skipper and front office staff Scanty baggage guest and front office staff Drunken and front office staff, etc…	30
MID TERM EXAM
7	Role play on: Pre arrival reservation- done by guest through mail reservation – done by walk-in guest reservation – done by telephonic conversation by a guest Arrival Paging (electronic and manual paging) – in pickup areas (airport, bus stand, railway station), message or visitors for a guest in the hotel. Luggage handling – bell boy’s role in maintaining errand card, escorting of guest to the rooms. Welcoming – welcoming by GRE to the guest check in the hotel. Registration- done by guest who has reservation, guest who is a walk in, guest who requires the room for day purpose only. Key handover – procedures followed during key handover to the guest, how to generate keys and assign rooms to the guest. During stay How to handle Message and mail for residential and non- residential guest in a hotel Departure Procedures followed during check out of a guest such as: comment cards, billing, etc… After departure Role and importance of guest history card.	30
8	PMS PRACTICAL Introduction to keys used in front office PMS Hands on practice on PMS How to – Take guest reservation Modify guest reservation Cancel guest reservation Amend guest details Check in guest with reservation Check in a walk in guest Check in a group reservation Check in multiple guest to save time Allot guest room to guest with reservation Allot guest room to a walk in guest Change guest rooms due to complaints or request Update guest registration Set credit limit Add messages for the guest Change tariff Print a single bill during check out Split a bill during check out Update if any advance deposit is made Night auditing procedure	90
Total		240

MARKING SCHEME FOR PRACTICAL EXAMINATION

FRONT OFFICE OPERATIONS PRACTICAL (DFO – 11)

Maximum Marks: 100

Pass Marks: 50

Part ‘A’ (25 Marks)

		MARKS
1.	Uniform & Grooming	05
2.	Journal	10
3.	Viva	10
	Total	25

Part ‘B’ (75 Marks)

	ACTIVITY	MARKS
1.	PMS tasks (4 tasks from the syllabus) (4×10)	40
2.	Role Play & Situation Handling	20
3.	Speech, Courtesy & Manner	15
	Total	75

NOTE:

Speech, Courtesy & Manners may be observed throughout the practical.

APPLICATION OF COMPUTERS PRACTICAL (DFO-12)

TIME ALLOTTED: 04 HOURS PER WEEK

MAXIMUM MARKS: 50

ACTIVITY	MARKS
Marks for attendance	2^1/2
Mid-term exam marks	12^1/2
Total (Incourse Assessment Marks)	15
End term exam marks	35
Total	50

Learning Objectives

After completion of this course, the students will be able to comfortably carry out the following tasks:

UNIT	CONTENT	HOURS ALLOTTED
01	WINDOWS OPERATIONS Creating Folders Creating Shortcuts Copying Files/Folders Renaming Files/Folders Deleting Files Exploring Windows Quick Menus	10
02	MS WORD CREATING A DOCUMENT Entering Text Saving the Document Editing a Document already saved to Disk Getting around the Document Find and Replace Operations Printing the Document FORMATTING A DOCUMENT Justifying Paragraphs Changing Paragraph Indents Setting Tabs and Margins Formatting Pages and Documents Using Bullets and Numbering Headers/Footers Pagination SPECIAL EFFECTS Print Special Effects e.g. Bold, Underline, Superscripts, Subscript Changing Fonts Changing Case CUT, COPY AND PASTE OPERATION Marking Blocks Copying and Pasting a Block Cutting and Pasting a Block Deleting a Block Formatting a Block Using Find and Replace in a Block USING MS-WORD TOOLS Spelling and Grammar Mail Merge Printing Envelops and Labels TABLES Create Delete Format GRAPHICS Inserting Clip arts Symbols (Border/Shading) Word Art PRINT OPTIONS Previewing the Document Printing a whole Document Printing a Specific Page Printing a selected set Printing Several Documents Printing More than one Copies	50
MID TERM EXAM
03	MS-EXCEL How to use Excel Starting Excel Parts of the Excel Screen Parts of the Worksheet Navigating in a Worksheet Getting to know mouse pointer shapes CREATING A SPREADSHEET Starting a new worksheet Entering the three different types of data in a worksheet Creating simple formulas Formatting data for decimal points Editing data in a worksheet Using AutoFill Blocking data Saving a worksheet Exiting excel MAKING THE WORKSHEET LOOK PRETTY Selecting cells to format Trimming tables with Auto Format Formatting cells for: Currency Comma Percent Decimal Date Changing columns width and row height Aligning text Top to bottom Text wrap Re ordering Orientation Using Borders GOING THROUGH CHANGES Opening workbook files for editing Undoing the mistakes Moving and copying with drag and drop Copying formulas Moving and Copying with Cut, Copy and Paste Deleting cell entries Deleting columns and rows from worksheet Inserting columns and rows in a worksheet Spell checking the worksheet PRINTING THE WORKSHEET Previewing pages before printing Printing from the Standard toolbar Printing a part of a worksheet Changing the orientation of the printing Printing the whole worksheet in a single pages Adding a header and footer to a report Inserting page breaks in a report Printing the formulas in the worksheet ADDITIONAL FEATURES OF A WORKSHEET Splitting worksheet window into two four panes Freezing columns and rows on-screen for worksheet title Attaching comments to cells Finding and replacing data in the worksheet Protecting a worksheet Function commands MAINTAINING MULTIPLE WORKSHEET Moving from sheet in a worksheet Adding more sheets to a workbook Deleting sheets from a workbook Naming sheet tabs other than sheet 1, sheet 2 and so on Copying or moving sheets from one worksheet to another CREATING GRAPHICS/CHARTS Using Chart wizard Changing the Chart with the Chart Toolbar Formatting the chart’s axes Adding a text box to a chart Changing the orientation of a 3-D chart Using drawing tools to add graphics to chart and worksheet Printing a chart with printing the rest of the worksheet data EXCEL’s DATABASE FACILITIES Setting up a database Sorting records in the database	30
04	MS-POWER POINT Making a simple presentation Using Auto content Wizards and Templates Power Points five views Slides Creating Slides, re-arranging, modifying Inserting pictures, objects, audios, videos, hyperlinks Setting up a Slide Show Creating an Organizational Chart	20
05	Internet & E-mail	10
Total		120

MARKING SCHEME FOR PRACTICAL EXAMINATION

APPLICATION OF COMPUTERS PRACTICAL (DFO – 12)

Maximum Marks: 50

Pass Marks: 25

	ACTIVITY	MARKS
1.	Typing & Printing (20 lines)	10
2.	Three tasks (3×10 marks) (MS Office, MS Excel, MS PowerPoint and Internet & E-mail)	30
3.	Viva	10
	Total	50

OFFICE ORGANISATION PRACTICAL (DFO-13)

TIME ALLOTTED: 02 HOURS PER WEEK

MAXIMUM MARKS: 50

ACTIVITY	MARKS
Marks for attendance	2^1/2
Mid-term exam marks	12^1/2
Total (Incourse Assessment Marks)	15
End term exam marks	35
Total	50

Learning Objectives

After completion of this course the students will be able to comfortably carry out the following tasks;

Effectively operate and use various tools, equipment and machines used in the front office department.
Suggest the logical and agronomical layout of the office and the flow of documents and records
File documents in the relevant file as per the laid down logic of the department.
Retrieve the records desired in the appropriate time allowed.
Learn to prioritize tasks in the order of urgency and importance.
Effectively weed out outdated documents records from the department using appropriate policy for doing so.

UNIT	CONTENT	HOURS ALLOTTED
1	System of Record keeping Understanding record keeping system of the office. Naming logic of files File indexing	07
2	Office Tasks Communication Sending and receiving mail Filing the communication for records Sending e-mails	08
3	Operating office equipment Computers Printers Photocopiers Dictaphone Fax Franking machine Card Swiping machine Cash counting machines Paper shredder Digital projectors	08
4	IN-Basket exercise Prioritizing work on basis of urgency and importance Meeting the deadlines	07
MID TERM EXAM
5	Looking for information on the web Browsing the net for information Compiling information Making reports	10
6	Weeding out records Organizing the filing cabinets Destroying old and useless records Destroying obsolete files and freeing up filing space	10
7	Organizing the records on the computer Deleting temp files on the computer De fragmenting the hard disk Running anti-virus and anti-spam ware Protecting confidential information on the computer	10
Total		60

MARKING SCHEME FOR PRACTICAL EXAMINATION

OFFICE ORGANISATION PRACTICAL (DFO-13)

Maximum Marks: 50

Pass Marks: 25

	ACTIVITY	MARKS
1.	Journal	05
2.	Practical in basket	15
3.	Record Retrieval	10
4.	Organisation of Folders in Computer	10
5.	Speed and Accuracy	05
6.	Operating the Office equipment	05
	Total	50