Undergraduate studies - Economics and Tourism

COURSE CODE	COURSE TITLE	ECTS
PRP3	Sales and Front Desk Management	3

Basic info

Undergraduate

3rd

Obligatory

Hotel Management

Winter

Serbian

Course description

Definition of key terms and introduction to the content of the course. Relation between hotel marketing and sales. Position of sales and marketing in the hotel organization structure. Types and channels of sales. Activities and phases in hotel sales. Internet as sales channel. Tasks, procedures and documents for the stay and check-out of guests. Hotel Property Management Systems. Equipment at the reception. Jobs and positions in sales and front desk. Behaviour, inter-personal relations and work ethics at sales and front desk. Managing business results of the front desk: reports, lists and statistics of accommodation.

References

1. Galičić V., Ivanović S., Lupić M., Hotelska prodaja i recepcijsko poslovanje, Fakultet u Opatiji, 2005
2. Tewari,J.R., Hotel Front Office: Operations and Management, Oxford Higher Education, 2009
3. Kasavana, М.L., Managing Front Office Operations with Answer Sheet, 2013

Classes per week

2+1

Grading (max. points 100)