(2017-18) CCN2116 Front Office - Individual assignment outline.doc - The Hong Kong Polytechnic University Hong Kong Community College CCN2116 Front

(2017-18) CCN2116 Front Office - Individual assignment outline.doc

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The Hong Kong Polytechnic University Hong Kong Community College CCN2116 Front Office Operations 2017-18 (Semester One) Individual assignment Intended Learning Outcomes Recognize different sections in the front office and their roles and responsibilities. Explain the reservation concepts and procedures in the front office department. Describe the reception procedures in checking-in and checking-out guests. Comprehend the integrated functions of the front office in the hotel industry. Allocation of topics Students will be assigned a topic according to the class register as indicated by subject lecturer during the tutorial class (after add/drop period): Topic Task 1 Task 2 Flowchart (Individual task: The design of the flowchart is NOT related to the case scenario provided) Case Scenario 1 Room reservation procedures for non-guaranteed and guaranteed FIT reservation Scenario 1 2 Check-in procedures at front desk for FIT guests Scenario 2 3 Luggage handling and rooming procedures of concierge for FIT guests Scenario 3 4 Check-out procedures at front desk for FIT guests Scenario 4 Your assigned topic: _________ (please mark down your assigned topic) INSTRUCTION “The front office plays an important role in meeting a guest’s level of satisfaction. From the first point of contact when a guest enquires about available accommodation, to their arrival at the venue, through their check-in and finally their departure, front office staff are central to the guest’s overall experience at a venue. Each of these stages takes place within the framework of the cycle service, which represents the four stages of guest’s experience within the venue: pre-arrival, arrival, occupancy, and departure.” Imagine that you were the newly appointed front office manager of a full-service hotel, you are going to prepare a series of training workshops and guidelines for the
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