ASSISTANT FRONT OFFICE MANAGER

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1 Syllabus for the trade of ASSISTANT FRONT OFFICE MANAGER Under APPRENTICESHIP TRAINING SCHEME Government of India Ministry of Labour & Employment (D.G.E.&T.) CENTRAL STAFF TRAINING AND RESEARCH INSTITUTE EN Block, Sector V, Salt Lake City Kolkata

2 List of the Trade Committee Members designed and approved the syllabus for the trade of ASSISTANT FRONT OFFICE MANAGER under Apprenticeship Training Scheme Shri S.D. Lahiri Director C.S.T.A.R.I. Kolkata SL NAME & DESIGNATION ADDRESS REMARKS NO 1 Shri Gaurish Dhond, IMC Chairman Proprietor, Hotel Chairman Monoshanti, Panaji, Goa 2 Shri Aleixo F da Costa, Director Directorate of Craftsmen Member Training, Goa 3 Shri Rajesh P Lolayekar, Asstt. Directorate of Craftsmen Member Director Training, Goa 4 Shri R.S. Siddarkar, Principal ITI., Panaji, Goa Member 5 Shri Sailesh Sanzgiri, Managing Alcon Group of Hotels Member Director 6 Shri Ajay Vyas, Executive Taj Group of Hotels, Fort Member Aguada Beach Resort, Panaji, Goa 7 Shri Dennis D Costa, Front Office Taj Group of Hotels, Fort Member Manager Aguada Beach Resort, Panaji, Goa 8 Shri Rahul Kulshrestha, Executive Sun-N-Sand Hotel, Panaji, Member Goa 9 Shri L.K. Mukherjee, C.S.T.A.R.I. Kolkata Member Deputy Director 10 Shri S.B. Sardar, Training Officer C.S.T.A.R.I. Kolkata Member 11 Shri R.N. Manna, Training Officer C.S.T.A.R.I. Kolkata Member 2

3 General information Name of the designated trade : Assistant Front Office Manager N.C.O. Code No. : Qualification : Passed 10 th class examination under 10+2 system of education or its equivalent. Duration of the Apprenticeship Training : Two years Rebate in Apprenticeship Training : One year & six months Broad Based Basic Training in Hospitality Sector under Centre of Excellence Scheme and Advanced module of Centre of Excellence Scheme in Front Office Management. Ratio of Apprentice to Workers : 1:5 Terminal Behavior : On completion of the training the trainee will be in a position to receive Guests, handle Reservation, Enquires, Guest Complaints, Arrival, Departures, Computer Packages and perform routine duties in the Front Office Department Course Outline The training shall comprise ofa) On the job training The actual training shall be depended on the facilities available in the establishment, with an idea to expose the trainees to as many activities as possible. The trainees shall maintain a daily work diary for the on job training, which shall be periodically authenticated by the supervisor. b) Project Group / Individual apprentice shall undertake a project in any of the areas depending on his/her interest and facilities available in the establishment. The duration of the project shall be four weeks.... 3

4 Practical Training: Six Months Syllabus for the trade of ASSISTANT FRONT OFFICE MANAGER Under Apprenticeship Training Scheme Sr. No. Topic Practical Theory 1 Types of Hotels; knowledge of basic points for No Yes classification of Hotels 2 An orientation and understanding to the Front Office department as well as its organizational structure in the Hostel Industry. Occupational Hazards and safety measures related to the trade. Introduction about environment and environment management system. No Yes Environment pollution and mechanics role in minimising the same. 3 Co-ordination with different departments and Handling Yes No of situations in respect to problems relating to interdepartmental co-operation 4 Working of Reception / Information / Reservation / E- Yes Yes mail Fax / etc. 5 Receiving the guest and performing the routine duties Yes Yes (arrival, departure, airport) 6 Telephone Etiquettes Yes Yes 7 Hotel Billing Yes No 8 Handling of Hotel Operation Software Yes No 9 Management Information Systems Yes Yes 10 Knowledge of Local information Yes Yes a) Timings of Trains, Aircrafts and Local transport b) Places of Historic Interest c) Foreign Currency regulation and exchange d) Custom formalities 11 Handling of Hotel Messages relation to a) Guests b) Staff c) For those who have left the hotel d) For those who have yet to arrive at the Hotel Yes Yes 4

5 12 Custody of Customers property (Left Luggage, Lost Yes Yes and Found etc.) 13 Knowledge of all the services available in the hotel in No Yes the interest of the Guest 14 Handling Guest Complaints Yes Yes 15 Handling Emergencies (Thefts, Fire, Accidents, Drunk No Yes Guests, Sick Guest, etc.) 16 Project Work Assigned by the Departmental Head 5

6 Examination Scheme for the trade of ASSISTANT FRONT OFFICE MANAGER under Apprenticeship Training Scheme Sl No 1 Title Practical Project work Based on Practical Training in Respective Industry Practical Test/Viva Based on Practical Total Marks Minimum Marks Training in Respective Industry 2 Theory Total Marks Obtained 6

APPRENTICESHIP TRAINING SCHEME

Syllabus for the trade of HOUSEKEEPER (HOTEL) Under APPRENTICESHIP TRAINING SCHEME Government of India Ministry of Labour & Employment (D.G.E.&T.) CENTRAL STAFF TRAINING AND RESEARCH INSTITUTE EN Block,