Standard

Rev.09/03/03

HRT 205 - Hotel Operations Management

Course Description

Introduces students to operational and maintenance procedures for a lodging facility. Emphasis is placed on each department and the coordination of all services to meet guest needs. Topics include: corporate structures, departmental responsibilities, hotel services and staff, feasibility determination, and industry trends.


 

Competency Areas

Hours

Corporate Structures

Class

5

Departmental Responsibilities

D. Lab

0

Hotel Services and Staff

P. Lab/O.B.I.

0

Feasibility Determination

Credit

5

Industry Trends

 

 

 

Prerequisite:

Provisional admission

Corequisite:

 

 

Course Guide

 

Competency

After completing this section, the student will:

Hours

Class

D.Lab

P.Lab/

O.B.I.


CORPORATE STRUCTURES

5

0

0

Models

Describe the corporate structure of a giant hotel and discuss the history which brought about its current status in the industry.

 

 

 

 

Give examples of corporate structure models for various giant hotels.

 

 

 

 

Compare and contrast the corporate structure of several giant hotels.

 

 

 

Structure and strategy

Discuss the interrelationship of organizational structure and the operational strategy of a hotel.

 

 

 

DEPARTMENTAL RESPONSIBILITIES

25

0

0

Hotel departments

List the departments of a typical large hotel.

 

 

 

Rooms division

Describe the factors which contribute to successful front office operations

 

 

 

 

Discuss the responsibilities of front office personnel to maintain effective hotel communications.

 

 

 

 

Discuss the reasons for hotel guestsí complaints.

 

 

 

 

Describe the process for turning a hotel guestís complaint into a positive outcome

 

 

 

 

Describe the typical career ladder for the hotel front office manager.

 

 

 

 

Discuss the evolution of the guest services department and the function it serves in the operation of a modern hotel.

 

 

 

 

Discuss the purpose of a typical housekeeping department for a large hotel.

 

 

 

 

Give examples of the various personnel positions within the typical hotel housekeeping department.

 

 

 

 

Describe the duties of the executive housekeeper for a large hotel.

 

 

 

 

Discuss the trends in hotel housekeeping departmental structure and operations.

 

 

 

 

Describe the function of a hotelís security department.

 

 

 

 

Discuss the trends in hotel security operations

 

 

 

Food and beverage

Describe the role of a manager of a typical hotel food and beverage department.

 

 

 

 

Discuss the function of the purchasing department of a hotel food and beverage department.

 

 

 

 

Describe the responsibilities of the purchasing department manager of a large hotel.

 

 

 

 

Describe the function of the banquet and conventions department of a large hotel.

 

 

 

 

Discuss the role of the hotel banquet and conventions manager.

 

 

 

 

Discuss the factors which determine profitability in operating a hotel food and beverage department.

 

 

 

 

Compare and contrast the role of the hotelís executive chief as manager and culinarian.

 

 

 

 

Discuss live entertainment as a function of hotel food and beverage operations.

 

 

 

 

Discuss the trends in hotel food and beverage operations.

 

 

 

Accounting

Discuss the function of the accounting department of a large hotel.

 

 

 

 

Discuss hotel night audit procedures.

 

 

 

Personnel

Describe the function of the human resources department of a large hotel.

 

 

 

 

Give examples of effective personnel practices for a large hotel human resources department.

 

 

 

 

Discuss the purpose of performance appraisals as used by hotel human resources departments.

 

 

 

 

Describe the role of the hotel human resources department in establishing work performance standards.

 

 

 

 

Describe the training responsibilities of the hotel human resources department.

 

 

 

Marketing

Define the marketing mix as it applies to hotel operations.

 

 

 

 

Describe the sales skills hotel managers need to market guest services effectively.

 

 

 

 

Discuss the hotel marketing department public relations effort.

 

 

 

 

Describe the role of a public relations position in a large hotel.

 

 

 

Engineering

Describe the function of a modern hotel engineering department.

 

 

 

 

Outline the responsibilities of a hotel engineer.

 

 

 

 

Discuss the trends in hotel engineering structure and operations

 

 

 

HOTEL SERVICES AND STAFF

10

0

0

General managers

Describe the hotel services for which a general manager is responsible.

 

 

 

 

Give examples of various styles of management which different hotel general managers use.

 

 

 

 

Compare and contrast the leader manager with the entrepreneur manager for the hotel setting.

 

 

 

 

Describe the typical career ladder for advancing to a hotel general manager position.

 

 

 

Staff effectiveness

Define effectiveness as it relates to the hotelís organization of its departments.

 

 

 

 

Discuss the factors which contribute to ineffectiveness of a hotelís organization.

 

 

 

 

Give examples of interdepartmental conflicts for a hotel and discuss the factors which contributed to these conditions.

 

 

 

FEASIBILITY DETERMINATION

5

0

0

Analysis

Define feasibility study as it applies to hotel operation.

 

 

 

 

Discuss why a feasibility study is undertaken and the expected outcome concerning hotel operational policies and procedures.

 

 

 

Factors

List the factors involved in preparing a feasibility study for a hotel operational area.

 

 

 

Competitive position

Explain the importance of a feasibility study maintaining a competitive position within the hotel industry.

 

 

 

INDUSTRY TRENDS

5

0

0

Operational procedures

Give examples of changing operational procedures critical to successful management of a large hotel.

 

 

 

 

Discuss the trends in hotel procedures which indicate increased guest services.

 

 

 

Information systems

Discuss ways computers are used in hotels today.

 

 

 

 

Discuss the trends in hotel information systems and their impact on timely and effective delivery services to guests.

 

 

 

Organizational structure

Discuss the trends in hotel organizational structure and explain the expected outcome of these changes.

 

 

 

Other hospitality industry trends

Discuss the trends in other segments of the hospitality industry and their impact on hotel operations.

 

 

 

 

Suggested Resources

 

Grey, W. S., & Liquori, S. C. (1990). Hotel & motel management and operations (2nd ed.). Englewood Cliffs, NJ: Prentice Hall.

Rutherford, D. G. (1990). Hotel management and operations. New York: Van Nos Reinhold.

Vallen, J. J., & Abbey, J. R. (1987). The art and science of hospitality management. East Lansing, MI: Educational Institute, American Hotel & Motel Assn.