Lodging Operations Management
This course introduces students to hotel management. Students taking this course briefly review the history of the lodging industry, and place contemporary hotels in a larger context of the hospitality industry. They then study hotels from several different angles: vision and mission, organizational structures, and the structure and functions of different divisions within the hotel.
The course emphasizes the rooms divisions, and addresses how it relates to food and beverage, sales and marketing, hospitality, and security divisions. In the process, students get a chance to research and/or observe a number of hotels and hotel divisions in action. As a result, this course is valuable to students planning a career in hotel management, especially those interested in front office operations. It is also useful to any student interested in the hospitality industry or business in general.
In this course, students will learn to:
- use written communication skills in creating, expressing and interpreting information and ideas including technical terminology and information
- solve problems using critical thinking skills
- classify hotels in terms of their levels of service, and ownership and affiliation
- describe how hotels are organized and explain how functional areas within hotels are classified
- summarize front office operations during the four stages of the guest cycle
- discuss the sales dimension of the reservations process
- identify the tools managers use to track and control reservations
- list the seven steps of the registration process
- discuss creative registration options
- identify typical service requests that guests make at the front desk
- describe the process of creating and maintaining front office accounts
- understand the importance of check-out procedures to ensure guest satisfaction and verify settlement of account
- discuss the importance of housekeeping standards to assure guest satisfaction
- summarize the steps in the front office audit process
- explain the concept of revenue management
- discuss how managers can maximize revenue by using forecast information in capacity management, discount allocation, and duration control
- explain important issues in developing and managing a security program
- research the major duties and qualifications for managerial positions common to front of the house and back of the house operations
There are no formal prerequisites for the course. However, the course assumes students will have regular and reliable access to the Internet, that they are comfortable reading and writing, and that they are willing and able to engage in Internet-based research.