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HRM 102 Management of Guest Services
Credit Hours:  3
Effective Term: Fall 2015
SUN#:  None
AGEC: None  
Credit Breakdown: 3 Lectures
Times for Credit: 1
Grading Option: A/F Only

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

American Hotel and Lodging Association Educational Institute (AHLAEI) awards an optional AHLA national industry AHLA Course Certificate for a student with a 70% score or a 'With Honors' AHLA Course Certificate for a 90% score on the final course certification exam. http://www.ahla.com/