This course is designed to provide students with a comprehensive knowledge in accommodation and lodging operations, primarily focusing on the knowledge, skills and attitudes to perform front office duties and functions in operations. Management of lodging operations and front office operations are also emphasized with the aim of understanding, anticipating and influencing consumer behavior, and in the practice of providing guest satisfaction.

In this course students will gain competence in all front office related operational systems in a hotel. They will learn to execute and improve the flow of operational procedures in the front office department, use appropriately and in the right context the equipment and tools within front office and they will learn to establish and maintain the connections and professional communications between front office and the other departments in the hotel. 

During the course, emphasis will be on the acquisition of front office related knowledge, skills and attitudes enabling the students to work effectively and be open minded with their colleagues and supervisors. Most importantly the students will learn to define and execute the services related to the guest cycle (pre-arrival, arrival, occupancy, departure) and they will learn how to exceed the expectations of the guest.

In this -theory and practice balanced- course students and the instructor will “practice what is preached”. This means, for example, that the students should develop and demonstrate during the course their work and study planning skills, their engagement with the final results, their willingness to work in teams and their contribution to such a team, their collaborative ethics and their positive mindset towards feedback.