ITI Front Office Assistant Syllabus: Semester-wise Syllabus and Eligibility Criteria and More

Trade Theory

Trade Practical

a) Introduction to the 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

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

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

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

a) Telephone Handling and Telephone Etiquette.
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 about registration.

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 the Front Office

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) History of Computers & Different Types 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

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

Microsoft – Word Processing Package

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

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

Worksheet (MS EXCEL) MS – Powerpoint

Introduction to MS-Access

Data Base ( MS-Access)

Networking and Internet Communication Concept.

Internet Operational Skills

Practice on preparation of Arrival list & Departure list

Practice on preparation of Arrival list & Departure list

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 guests and assigning rooms.

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

Semester II

Trade Theory

Trade Practical

a) People skills i.e. Conflict management, Time management, Team building, Interpersonal Skills, Motivation

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

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

a) Duties and responsibilities of concierge & bell service.

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

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

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) Preparation of procedure for handling guest departure

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

a) Workflow at the Front Office reception
b) Cashiering procedures

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

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

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 emergencies

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

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

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

a) Paging System, Preparing Room Packages and Guest Feedback
b) Rules and regulations guiding Hotels to allow check In and other operations related to the Front Office