Front Desk and Housekeeping Operations

The front desk is the nerve center of the hotel where guest satisfaction issues are handled. It is the first impression that most guests have of the property as well as the last impression as they check out. Students will explore the operating issues of this important area and become familiar with the terminology and day-to-day activities of the front desk personnel.

Students examine the housekeeping function in a hotel as it relates to the various other operating departments and impacts on overall guest satisfaction. Topics include: different types of lodging, human resource issues, guestroom service standards and the relationship between housekeeping and maintenance. The importance of housekeeping services and guest room amenity packages as a competitive tool will be discussed.

Environmental issues as well as safety and security concerns will be covered.