Central Arizona College Back
HRM 102 Management of Guest Services
Credit Hours:  3
Effective Term: Fall 2010
SUN#: None
Credit Breakdown: 3 Lectures
Times for Credit: 1
Grading Option: A/F

Description: Front office procedures from the reservations process to check-out, including customer service, account settlement, revenue management, interoffice communication and human resource supervision.

Prerequisites: RDG094

Corequisites: None

Recommendations: None

Measurable Student Learning Outcomes
1. (Analysis Level) Organize the staffing of the front office departments.
2. (Application Level) Demonstrate skills in making guestroom reservations; receiving guests at registration; assigning rooms; maintaining guestroom department records; and settling guestroom accounts at checkout.
3. (Application Level) Apply management and human resource management principles to front office management.
4. (Analysis Level) Analyze Rooms Division data and practice manual night audit operations.
5. (Application Level) Implement revenue (yield) management procedures to maximize guest room revenue.
6. (Comprehension Level) Identify safe and positive relations with employees, guests, and other hotel departments.
7. (Application Level) Promote the spirit of total hospitality and aspire to exceed guest expectations.
Internal/External Standards Accreditation
By demonstration using oral and written assignments in classroom simulations, discussion topics, case or situation analysis, projects, textbook exercises, quizzes and other course learning activities or assessment instruments.

By achieving 69 percent or higher on the American Hotel and Lodging Association Education Institute final course exam to receive a national course certificate. A score of 90 percent or higher will receive a national certificate that notes students passed "with honors." Educational Institute keeps a permanent record on file at the Educational Institute and student transcripts are available upon request. http://www.eiacademic.com/productview.aspx?id=1042&viewId=Syllabus (see attachment)