Fashion Design-Interior Design – Aviation Course Training institute in Hyderabad

Diploma in Office Administration

Aviation > Diploma in Office Administration

Course Syllabus




Course Duration: 1 Year | Total Marks: 800 | Eligibility: Inter Pass or equivalent | Mode : Regular / Weekend | Fee: 1,20,000/- to 1,70,000/- | Pay 30% After Placement

Accounting & Taxation:

Business Process:

Business Architecture: A real business game-plan to win, differentiate, transform, and execute.
Process Mining: Understand what is really happening with your processes.
Process Modelling. ...
Process Improvement. ...
Starting an AI Journey. ...
BPM Technologies.

Front Office Operations:

Every multi-departmental physical business needs to have a front office or reception to receive the visitors. Front Office Department is the face and as well as the voice of a business. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business.

Front Office department is a common link between the customers and the business. Let us learn more about it.

What is Front Office Department?

It is the one of the many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel. The staff of this department is very visible to the guests.

Front office staff handles the transactions between the hotel and its guests. The staff receives the guests, handles their requests, and strikes the first impression about the hotel into their minds.

Front Office Department includes...

Following are the most basic responsibilities a front office can handle:

There are two categories of Front Office Operations

Front-House Operations:

These operations are visible to the guests of the hotel. The guests can interact and see these operations, hence, the name Front-House operations. Few of these operations include...

Back-House Operations:

Front Office staff conducts these operations in the absence of the guests or when the guest’s involvement is not required. These operations involve activities such as...

Guest Cycle in Hotel:

Generally, a guest’s interaction with the hotel is divided into the following four sequential phases..

It is the stage when the customer is planning to avail an accommodation in the hotel. In this first stage, the customer or the prospective guest enquires about the availability of the desired type of accommodation and its amenities via telephonic call or an e-mail. The customer also tries to find out more information about the hotel by visiting its website. At the hotel end, the front office accounting system captures the guest’s information such as name, age, contact numbers, probable duration of stay for room reservation and so on.

The front office reception staff receives the guest in the reception. The porters bring in the guest luggage. For the guest with confirmed reservation, the front office clerk hands over a Guest Registration Card (GRC) to the guest and requests the guest to fill in personal information regarding the stay in the hotel. The clerk then registers the guest in the database thereby creating a guest record and a guest account along with it. Later, the clerk hands over a welcome kit and keys of the accommodation. After the procedure of registration, the guest can start occupying the accommodation.

During occupancy, a front office accounting system is responsible for tracking guest charges against his/her purchases from the hotel restaurants, room service, bar, or any outgoing telephone calls made via the hotel’s communication systems. The front office staff is responsible to manage and issue the right keys of the accommodations to the right guests. On guests’ request, the staff also makes arrangement for transportation, babysitting, or local touring while the guest is staying in the hotel.

During guest departure, the front office accounting system ensures payment for goods and services provided. If a guest’s bill is not completely paid, the balance is transferred from guest to non-guest records. When this occurs, collection becomes the responsibility of the back office accounting division. At the time of guest departure, the front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage. In addition, if the guest requires airport or other drop service, the front office bell desk fulfils it.

Front Office Management - Terminology

Following are some common terms used in relation to the front office department −

S.NoTerm & Meaning
1Account receivables - The amount of money an organization has the right to receive within some specified period (say 30 days) against the delivery of products/services.
2Bell desk - An extension of front desk that deals with personalized guest services.
3Cancellation charges - They are the charges borne by the guest on cancellation of a confirmed reservation or for not showing-up on confirmed reservation.
4Concierge - Information desk that assists guests for transportation-booking of events outside the hotel.
5GRC - Guest Registration Card - which the guest needs to fill in with personal formation at the time of registration.
6Guest - Customer of the hotel business being served.
7IP-PBX - Internet Protocol Private Branch Exchange | where internet protocol is used for call transmission.
8MICE - Acronym for Meetings | Incentives | Conferences | and Exhibitions.
9Non-guest - Customer of a hotel business not being served at the moment.
10No-show - A guest who has reserved an accommodation neither turns up nor cancels it.
11OHMS - Online Hotel Management System - a software system to manage all back-office operations of a hotel.
12PBX - Private Branch Exchange - a private network of telephones within an organization.
13POS - Acronym for Point of Sale. It is the revenue generating place in the hotel where retail transactions are carried out.
14Rack rate - The price at which the hotel rooms are sold before applying discount.
15SMERF - Acronym for Social | Military | Educational | Religious | and Fraternal.
16Trial balance - It is a report of accounts that represents ending balance of each account in the list. It is prepared at the end of an accounting period.
17Uniformed services - Personalized services provided to the guests.
18Valet - A male attendant to park and clean the car.
19Whitney System - An old reservation system for hotel accommodations.
20Yield Management - A variable pricing strategy | based on understanding | anticipating and influencing consumer behavior in order to maximize revenue from a fixed | perishable resource.