Managing Front Office Operations – ICM UK

Increase front office efficiency and help sales grow with the knowledge and skills gained from this course. Topics include revenue management and the latest technology applications.


3 to 6 Months

Study Mode

Blended Learning

What is Included?

  • Study plans with flexibility of time and space.
  • Globally recognized and verifiable Certificates and qualifications.
  • Premium subscription to GPDP Learning Resources worth US$250.
  • Premium subscription of Typsy–Australia worth US$96. (Video Training Courses)
  • Premium subscription to Internships & Placements Program to build your resume, and prepare for job interviews, with our AI-based video interviewing platform to land the job you want.
  • Lifetime membership of COTHM Community of Hospitality Students & Professionals.
  • Lifetime access to Online Events Portal to attend webinars and talks by industry experts
  • Career Pathway & Education pathway counseling


Am I eligible for this progamme?

This course is most suited to individuals who are at least 16 years old, have a high school education.

English Proficiency

Candidates who do not have English as a first language will have to demonstrate competence in reading, writing, and listening skills in English.

About this Course​

Increase front office efficiency and help sales grow with the knowledge and skills gained from this course. Topics include revenue management and the latest technology applications. This course shows how front office activities and functions affect other departments and focuses on how to manage the front office to ensure your property’s goals are met. Case studies and real-world examples present a practical industry focus.

Education Path

After successful completion of this professional qualification any of below certification path:

  • Continues to gain more Hospitality Certifications
  • Continue with Hospitality Specializations
  • Continue with  Hospitality Fundamentals Program
  • Continue with Hospitality Management Diploma

Career Path

Getting certified gives you the skills needed to prepare you for the wide-open world of hospitality. Once you have graduated, you can take several paths to apply your degree.

  • Food and Beverage Management
  • Rooms Division Management
  • Marketing Management
  • Destination Management
  • Human Resources
  • Resort Management
  • Club Management
  • Travel and Tourism Management

This certification can help you grow faster in your existing career as well can open new career opportunity  in the following industry  sectors:

  • Hotels
  • Motels
  • Restaurants
  • Fast Food Chains
  • Café
  • Catering Companies
  • Event Management Companies
  • Travel & Tour Operators
  • Airlines
  • Clubs
  • Cruise Ships


Proctor Required: No
Number of Examinations:
Number of Questions per Course: 200
Time Allowed per Course: 240 minutes
Passing Score: 70%

  • A moc exam is provided before the candidate appears in the final examination
  • A one week notice is required to schedule the final examination
  • All examination are held invigilated by COTHM administration

Awarding Body

Upon successful completion, the candidate will be awarded with:

  • Certification by ICM UK (An Ofqual Regulated Awarding Body.



Chapter 1: The Lodging Industry

1. The Hospitality Industry
2. Classifying Hotels
a. Size
b. Target Markets
c. Levels of Service
d. Ownership and Affiliation
3. Classifying Guests
a. Business Travelers
b. Pleasure/Leisure Travelers
c. Group Travelers
d. International Travelers
4. Buying Influences on Travelers
a. Blogging and Social Networking
5. The Green Hotel
a. LEED Certification and the Energy Star Program
b. Green Meetings

Chapter 2: Hotel Organization

1. Organizational Missions
a. Goals
b. Strategies and Tactics
2. Hotel Organization
a. Organization Charts
b. Classifying Functional Areas
c. Rooms Division
d. Food and Beverage Division
e. Sales and Marketing Division
f. Accounting Division
g. Engineering and Maintenance Division
h. Security Division
i. Human Resources Division
j. Other Divisions
3. Front Office Operations
a. Organization of the Front Office
b. Work Shifts
c. Job Descriptions
d. Job Specifications

Chapter 3: Front Office Operations

1. The Guest Cycle
a. Pre-Arrival
b. Arrival
c. Occupancy
d. Departure
2. Front Office Systems
a. Front Office Activities
3. Front Office Documents
a. Pre-Arrival Documents
b. Arrival Documents
c. Occupancy Documents

d. Departure Documents
4. The Front Desk
a. Functional Organization
b. Design Alternatives
5. Telecommunications
a. Telecommunications Equipment
6. Property Management Systems
a. Reservation Management Software
b. Rooms Management Software
c. Guest Accounting Management Software
d. General Management Software
e. Back Office Interfaces
f. System Interfaces
g. Sales Automation Systems

Chapter 4: Reservations

1. Reservations and Sales
a. The Role of the Sales Department in Reservations
b. The Reservation Sales Planning Process
2. Types of Reservations
a. Guaranteed Reservations
b. Non-Guaranteed Reservations
3. Reservation Inquiries
a. Distribution Channels
b. Distribution Channel Revenues
4. Group Reservations
a. Group Reservation Issues
5. Reservation Availability
a. Reservation Systems
6. Reservation Records
7. Reservation Confirmation/Cancellation
a. Confirmation/Cancellation Numbers
b. Modifying Non-Guaranteed Reservations
c. Canceling a Reservation
8. Reservation Reports
a. Expected Arrival and Departure Lists
b. Processing Deposits
c. Reservations Histories
9. Other Reservation Considerations
a. Legal Implications
b. Waiting Lists
c. Promotional Packages
d. Potential Reservation Problems
e. E-Commerce

Chapter 5: Registration

1. The Registration Process
a. Preregistration Activities
b. Creating the Registration Record
c. Assigning the Guestroom and Room Rate
d. Establishing the Guest’s Method of Payment
e. Verifying the Guest’s Identity
f. Issuing the Room Key or Access Code
g. Responding to Special Requests
2. Creative Registration Options

a. Self-Registration
3. Selling the Guestroom
4. Denying Accommodations
a. Walk-In Guests
b. Guests with Non-Guaranteed Reservations
c. Guests with Guaranteed Reservations

Chapter 6: Communications and Guest Services

1. Front Office Communications
a. Guest Communications
b. Transaction File
c. Information Directory
d. Reader Board
e. Group Résumé Book/File
f. Mail and Package Handling
g. Telecommunications Services
2. Interdepartmental Communications
a. Housekeeping
b. Engineering and Maintenance
c. Revenue Centers
d. Marketing and Public Relations
3. Guest Services
a. Equipment and Supplies
b. Special Procedures
4. Guest Relations
a. Complaints

Chapter 7: Security and the Lodging Industry

1. Developing the Security Program
a. Doors, Locks, Key Control, and Access Control
b. Guestroom Security
c. Control of Persons on Premises
d. Perimeter and Grounds Control
e. Protection of Assets
f. Emergency Procedures
g. Communications
h. Security Records
i. Staff Security Procedures
2. Management’s Role in Security
a. Areas of Vulnerability
b. Security Requirements
3. Setting Up the Security Program
a. Relations with Local Governmental Agencies
b. Security Staffing
c. Security Training
4. Security and the Law
a. Legal Definitions

Chapter 8: Front Office Accounting

1. Accounting Fundamentals
a. Accounts
b. Folios
c. Vouchers
d. Points of Sale

e. Ledgers
2. Creation and Maintenance of Accounts
a. Automated Recordkeeping Systems
b. Charge Privileges
c. Credit Monitoring
d. Account Maintenance
3. Tracking Transactions
a. Cash Payment
b. Charge Purchase
c. Account Correction
d. Account Allowance
e. Account Transfer
f. Cash Advance
4. Internal Control
a. Cash Banks
b. Audit Controls
5. Settlement of Accounts

Chapter 9: Check-Out and Account Settlement

1. The Check-Out and Settlement Process
2. Departure Procedures
a. Methods of Settlement
b. Late Check-Out
3. Check-Out Options
a. Express Check-Out
b. Self Check-Out
4. Unpaid Account Balances
5. Account Collection
a. Account Aging
6. Front Office Records
a. Guest History File
b. Marketing Follow-Through
c. Data Privacy

Chapter 10: The Role of Housekeeping in Hospitality Operations

1. Communicating Room Status
2. Housekeeping and Maintenance
a. Communicating Maintenance Work
b. Types of Maintenance
3. Identifying Housekeeping’s Responsibilities
4. Planning the Work of the Housekeeping Department
a. Area Inventory Lists
b. Frequency Schedules
c. Performance Standards
d. Productivity Standards
e. Equipment and Supply Inventory Levels
5. Supervisor Dilemma

Chapter 11: The Front Office Audit

1. Functions of the Front Office Audit
a. The Front Office Auditor
b. Establishing an End of Day
c. Cross-Referencing
d. Account Integrity

e. Guest Credit Monitoring
f. Audit Posting Formula
g. Daily and Supplemental Transcripts
h. Front Office Automation
2. The Front Office Audit Process
a. Complete Outstanding Postings
b. Reconcile Room Status Discrepancies
c. Verify Room Rates
d. Balance All Departmental Accounts
e. Verify No-Show Reservations
f. Post Room Rates and Taxes
g. Prepare Reports
h. Prepare Cash Receipts for Deposit
i. Perform System Back-Up Routine
j. Distribute Reports
3. System Update
4. Centralized Front Office Audits

Chapter 12: Planning and Evaluating Operations

1. Management Func
a. Planning
b. Organizing
c. Coordinating
d. Staffing
e. Leading
f. Controlling
g. Evaluating
2. Establishing Room Rates
a. Market Condition Approach
b. Rule-of-Thumb Approach
c. Hubbart Formula Approach
d. Planned Rate Changes
3. Forecasting Room Availability
a. Forecasting Data
b. Forecast Formula
c. Sample Forecast Forms
4. Budgeting for Operations
a. Forecasting Rooms Revenue
b. Estimating Expenses
c. Refining Budget Plans
5. Evaluating Front Office Operations
a. Daily Report of Operations
b. Occupancy Ratios
c. Rooms Revenue Analysis
d. Income Statement
e. Rooms Schedule
f. Rooms Division Budget Reports
g. Operating Ratios
h. Ratio Standards
6. Planning for Disasters

Chapter 13: Revenue Management

1. The Concept of Revenue Management
a. Hotel Industry Applications
2. Measuring Revenue

a. Formula 1: Potential Average Single Rate
b. Formula 2: Potential Average Double Rate
c. Formula 3: Multiple Occupancy Percentage
d. Formula 4: Rate Spread
e. Formula 5: Potential Average Rate
f. Formula 6: Room Rate Achievement Factor
g. Formula 7: Yield Statistic
h. Formula 8: RevPAR
i. Formula 9: Identical Yields
j. Formula 10: Equivalent Occupancy
k. Formula 11: Required Non-Room Revenue per Guest
l. RevPAG and GOPPAR
3. Elements of Revenue Management
a. Group Room Sales
b. Transient Room Sales
c. Other Revenue Opportunities
d. Local and Area-Wide Activities
e. Special Events
f. Fair Market Share Forecasting
4. The Revenue Manager
5. Using Revenue Management
a. The Revenue Meeting
b. Potential High- and Low-Demand Tactics
c. Implementing Revenue Strategies
6. Revenue Management Software

Chapter 14: Managing Human Resources

1. Recruiting
a. Internal Recruiting
b. External Recruiting
2. Selecting
a. Selection Tools
b. Evaluating Applicants
c. Interviewing
3. Hiring
a. Job Offers
b. Processing Personnel Records
4. Orienting
5. Skills Training
a. Prepare to Train
b. Present the Training
c. Practice Skills
d. Follow Up
6. Staff Scheduling
a. Alternative Scheduling Techniques
7. Staff Motivation
a. Training
b. Cross-Training
c. Recognition
d. Communication
e. Incentive Programs
f. Performance Appraisals

Here you can explore all our courses, use smart filters based on qualifications and job functions to look for a course that aligns with your education and career goals.

Please don’t hesitate to connect us and request for more information. We are looking forward to hearing from you and will be happy to serve you.

Visit us to get One-on-One free career counselling from one of our admissions consultant. Click on the link below to get location map.

Scroll to Top