ITI's which provides courses for Front Office Assistant

Sem. I

Sr. No.

Subjects of Study

Trade Practical

Trade Theory

1

a) Introduction to Hotel Industry.
b) Grooming hygiene and Body Language.
c) First Aid.
d) Fire Prevention and Fire Fighting.
e) Cross Cultural nonverbal communication.
f) Property Tour of a 5 star Hotel

a) Introduction to Hotel Industry / Importance to Front Office.
b) Orientation programme on the course and related job opportunities by the industry expert / instructor.
c) Different types of Hotels.
d) Importance of grooming & Hygiene / Fire Fighting & First-Aid

2

a) Coordination between departments in a Hotel-Role Play.
b) Importance of team work & personality development programme.
c) Ways to manage conflict and the common ethical issues encountered

a) Coordinating departments & importance of team work.
b) Organizational hierarchy of FRONT OFFICE Department in a 3 star, 4 star and 5 star hotels
c) Personality Development and communication skills.

3

a) Telephone Handling and Telephone Etiquettes.
b) Business communication - Oral and Written.
c) Welcoming and Receiving Guests.
d) Giving Information to Guest- Places of Historical /Tourist importance.
e) Duties and responsibilities of a Front Office Assistant with regards to registration.

a) Duties and responsibilities of a Front Office service personnel. 
b) Attributes of FRONT OFFICE services personals
c) Procedure of welcoming & receiving a guest

4

a) Type of rooms with specifications
b) Room Rates and Tariff cards
c) Reservation enquiry over telephone and mail
d) Different types of keys and lock systems

a) Type of Rooms
b) Room plans and room rates, importance of tariff
c) Modes of reservation requests and handling reservations
d) Importance of Key Control at Front Office

5

a) Computer Operational Skills.
b) Demonstration and identification of different input /output devices
c) Demonstration on Window O.S. Booting practice
d) Opening and closing different windows, creating and renaming files and folders.
e) Hands on practice of basic files, Directory manipulation commands

a) History of Computers & Different Type of Computers.
b) Introduction of Personal Computer/Microcomputer and Operating System (UNIX, WINDOWS, MS DOS, NETWARE)
c) Profiling an Operating System.
d) Booting Sequence: Operating System files and command Processor file.
e) Definition of a file; File names. Booting from CD and HDD. Warm and Cold reboot

6

Demonstration Practice on MS Office: Word Processing ( MS Word)

Microsoft – Word Processing Package

7

Worksheet (MS EXCEL) MS – Power point

Functions of Computer Peripherals, ) Introduction to MS- Excel, An overview of Power Point

8

Data Base ( MS-Access)

Introduction to MS-Access

9

Internet Operational Skills

Networking and Internet Communication Concept.

10

Practice on preparation of: Arrival list & Departure list

Practice on preparation of: Arrival list & Departure list

Note: - During OJT student have to maintain a log book on daily basis indicating activities performed during the day which shall also be countersigned by section / department supervisor.

12

Practice on registration process for: Walk-in guest, Guest with confirmed booking, Group or crew, Corporate guest
b) Filling of guest registration card

a) Procedure of preparation of guest registration card & importance of the data in it.
b) ‘C’ form importance & its usages.
c) Preventing common reservation problems.
d) Receiving, welcoming of guest and assigning rooms.

Sem. II

Trade Practical

Trade Theory

1

a) People skills i.e. Conflict management, Time management, Team building, Inter personal skills, Motivation

2

a) Handling of: Currency Exchange, Room change, Guest complaints - Room Change (noise)/ AC not effective/ delay in check in process/ laundry complaint/ Delay in Room Service

b) Currency exchange procedure
c) Room change procedure
d) Handling complaints and situations

3

a) Procedure of performing the duties of bell boy during: Check-in, Check-out

a) Duties and responsibility of concierge & bell service.

4

a) The techniques and guidelines for upselling and suggestive selling.
b) Practice on handling messages, mail and Parcels for the Guest and in the office

a) Marketing and upselling techniques & procedures.
b) Procedure of handling mail & parcels for the guest & in the office

5

a) Practice on handling guest departure & post departure activities.

a) Preparation of procedure of handling guest departure

6

a) Practice on: Performing start-of-shift activities. Handling cash payment, Non-cash payment, Performing bucket check

a) Work flow at the Front Office reception
b) Cashiering procedures

7

a) Situation Handling - Scanty Baggage/ Minor guest check in/Wrong Billing/
b) Guest without prior reservation/ late check in/ Early Check in/ Lost and Found/ Left Luggage/Skipper/Drunk Guest/Hoax Call
c) Handle accidents and emergency situations

a) Observations during situations and better ways of situation handling as per the students
b) Handle accidents and emergency situations

8

Note: - During OJT student have to maintain a log book on daily basis indicating activities performed during the day which shall also be countersigned by section / department supervisor.

9

a) Compute occupancy percentages and average room rate figures
b) Studying and analyzing the movement list Studying and analyzing the Arrival/Departure List etc

a) Preparation & Analyzing of data in front office related to Night Auditor’s Report.
b) Process room and rate change
c) Check room status discrepancy.

10

a) Paging System, Preparing Room Packages and Guest Feed backs
b) Rules and regulations guiding Hotel to allow check In and other operations related to Front Office

a) Procedure of handling guest feedback & complaints
b) Procedure of Paging System,
c) Process of guest cycle system in a hotel