Program Overview

Accommodation Management Course

The Accommodation Management course is designed to provide students with an overview of the functioning of the room's division department. This course will examine the critical role the rooms department plays in delivering a quality guest experience and in the financial sustainability of the accommodation sector.

Course Description

This course covers areas such as the selection and recruitment of staff for the front office, housekeeping, and the uniform services department. It also explores the types of reservations systems, including manual and automated systems, and the procedures involved in cleaning rooms, chemical identification, and training staff in the Material Safety Data Sheet.

Course Objectives

The objectives of this course include:

• Explaining the function of various codes, forms, and processes used in the front office and housekeeping departments.
• Constructing an efficient reservation system that records crucial information while avoiding problems in processing various types of reservations.
• Analyzing hotel accounting procedures, including posting accounts and conducting cash and check transactions at the front desk.
• Developing and following check-out and settlement procedures.
• Developing and following standards for room cleaning and inspection.
• Analyzing statistics relevant to establishing room rates, forecasting room availability, revenue management, budgeting for operations, and evaluating front office operations.

Student Learning Outcomes

Upon completion of this course, students will be able to:

• Analyze the management process of hiring, orienting, and training in the Rooms division department.
• Identify the features of a manual rooms division system and an automated system.
• Analyze the information produced by the front office, housekeeping, and uniform service in making strategic operational decisions.
• Apply concepts of productivity standards in developing and managing standard operating procedures for various front office/housekeeping tasks.
• Demonstrate knowledge of revenue forecasting and revenue management as a management tool used to maximize REVPAR (Revenue per available room).

Program Outcomes Met By This Course

This course meets the following program outcomes:

• ISLO-2: Students will be able to utilize relevant ICT tools to analyze problems and propose solutions that aid in management decision-making.
• ISLO-3: Students will be able to demonstrate effective written and oral communication skills.
• ISLO-4: Students will be able to critically think, motivate, and collaborate to solve business problems.
• ISLO-11: Students will be able to demonstrate knowledge of legal, ethical, and global standards in the Tourism and Hospitality Industry.

Grading Scale

Grades will be assigned as follows:

• A = 89.5% or better
• B+ = 84.5 - 89.4%
• B = 79.5 - 84.4%
• C+ = 74.5 - 79.4%
• C = 69.5 - 74.4%
• D = 64.5 - 69.4%
• F = 64.4% or less

Course Materials

• Professional Front Office Management, By Robert H. Woods, Jack D. Ninemeier, David K. Hayes, and Michele A. Austin (Pearson Prentice Hall).
• Supplementary Readings/Resources: Additional reference materials will be placed in the "Library Resources" in Sakai as well as during lectures.

Course Grading Requirement

The course grading requirement includes:

• Midterm Exams: 25%
• Individual Forums (2) Discussion based on Front Office & HKP: 10%
• Group Training Video submission via Forums: 15%
• Group Written Project- Front Office/Housekeeping Training Manual with Standard Operating Procedures: 25%
• Group Project Class Presentation: 10%
• Group Case Study-submission via Sakai: 15%
• TOTAL: 100%

Course Requirements

Students are required to complete:

1. Two Individual Discussion Forums - Students will need to respond to a question posted in the Forums area on Sakai, which will be graded.
2. A Group Case Study written submission - Quality writing, proper citation, referencing, and good research are criteria for a quality paper.
3. Midterm Exams – Students will take their midterm exams online at the same time during the class period.
4. Training Manual with a Training Video- Groups will be expected to develop a Training Manual for either of these positions: Receptionist, Reservationist, Housekeeper, or Laundry Attendant.

Course Schedule

The course schedule includes:

• Week #1 and Week #2: Introduction to Professional Front Office Management
• Week #3: Human Resources and Training for Front Office
• Week #4 and Week #5: Reservations
• Week #6 and Week #7: Guest Registration
• Week #8: Midterms Exams
• Week #9: Front Office Accounting
• Week #10: Group case submission via Sakai
• Week #11: The Role of Housekeeping in the Hospitality Operations
• Week #12: Night Audit and Report Management, and Technology in the Rooms Division Department
• Week #13: Revenue Management
• Week #14: Front Office and the Law
• Week #15: Training Manual Submission via Sakai drop box and Training video using the Discussion Forum
• Week #16: Final Exam Week - This course has no Final Exams

Academic Policies

• Plagiarism Policy: Plagiarism is regarded as a cardinal offense in academia and is not tolerated.
• Attendance Requirement: Students are expected to attend all classes and or clinical rotations for which they have registered.
• Examination Attendance: All matriculated students are expected to attend all assigned academic activities for each course currently registered.
• Student Accessibility and Accommodation Services Policy: A student with a disability or disabling condition that affects one or more major life activities, who would like to request an accommodation, must submit a completed application form and supporting documentation to the Student Accessibility and Accommodation Services (SAAS) located in the Dean of Students Office.