Institute of Commercial Management | Qualification Subject

Front Office Operations & Administration

ICM Professional Diploma Unit

Advanced Bookings

  • Enquiries
  • Reservation forms
  • The black list
  • Offering alternatives
  • The bookings diary
  • Room availability records
  • Computerised reservations

Check-In and Related Issues

  • Arrival and registration
  • Guest in residence
  • Departures

Guest Accounting

  • Guest accounting
  • Methods of payment


  • Protecting the guest
  • Protecting the hotel


  • Guest needs
  • Service
  • Roles
  • Communication

Social Skills

  • Behaviour
  • Transactional analysis
  • Role playing


  • Increasing occupancies
  • Increasing average room rates

Marketing Aspects

  • Reaching the customer – advertising
  • Reaching the customer – intermediate agencies
  • Selling to intermediaries


  • Cost-based pricing
  • Market-based pricing
  • Inclusive/non-inclusive rates

Yield Management, Groups etc

  • Yield management
  • Groups
  • Conferences
  • Timeshares


  • Verification
  • Night audit
  • Computerised control systems
  • Occupancy and revenue reports
  • Forecasts
  • Other statistics
  • Assigning guest satisfaction

Staffing and Equipment

  • Staffing
  • Computers

Example Candidate Response Booklet

Example Candidate Response (ECR) Booklets are a source of crucial information for Centres and Candidates as they use real candidate responses. We ask Senior Examiners to comment on five or more responses in terms of why the mark was awarded with commentary about how to improve the answer (if necessary).

Recommended Reading

Main Text:

Front Office (Procedures, Social Skills & Management) – Peter Abbott & Sue Lewry (Butterworth Heinemann)

Indicative Text:

Alternative Text and Further Reading:

Hotel Front Office – Bruce Braham (Stanley Thornes)