HM31 Hotel Management

Module Name: 
Hotel Management
Module Code: 
HM31
Year: 
4
Phase: 
3
Block: 
3&7
Teacher : 
Ester Gitonga
Email address : 
s00123@staff.wittenborg.eu
Prerequisite: 
Phase 1 related modules (HT) or equivalent
Introduction: 
Check-In, Check-Out provides complete coverage of the hotel's front office and all of the support positions that make it work. Organized to reflect how a guest moves through the hotel (reservations, arrival, billing, departure, etc.) this module provides a broad view of lodging management and covers unique topics such as corporate housing, destination elevators, and trade advertising contracts. Key industry changes are addressed throughout such as hotel technology, the greening of the industry, security issues and automation. It provides students with the fundamental skills and knowledge of front office operations, as well as front office related topics including revenue management, housekeeping, security and loss prevention management. Besides front office knowledge, students will also gain a comprehensive understanding of the hotel business ranging from different types of hotels, guestrooms to an overview of the functional departments within a hotel.
Goals: 
  • Understand the breadth and scope of hotel management.
  • Evaluate the fundamentals of a hotel general manager
  • Navigate the corporate structure of a 1000-room hotel.
  • Understand techniques on creating an employee-friendly work environment.
  • Understand the art of handling difficult situations.
  • Understand methods to encourage extraordinary performances from staff.
  • Understand an income statement and a balance sheet of a hotel.
  • Understand and managing the various departments of a large hotel.
  • Acquire the expertise of measuring employee performance.
  • Understand trends in the hotel industry.
Content: 

Content will include:

CHAPTER 1 – THE TRADITIONAL HOTEL INDUSTRY
Understanding the Hotel Business
The Service Culture
A Cyclical Industry
How Hotels Count and Measure
Special Characteristics of the Hotel Business
Traditional Classifications
Size
Class
Type
Plan
Variations on the Themes             

CHAPTER 2 – THE MODERN HOTEL INDUSTRY
New Product Patterns
Segmentation, Brand, and Image
New Product Segments
Mixed-Use Projects and Other Hotel Segments
New Market Patterns
Marketing to the Individual Guest
Marketing to the Group
New Ownership Patterns
The State of the Industry
Ownership and Financing Alternatives
New Management Patterns
Hotel Chains
Management Contracts and Management Companies

CHAPTER 3 – THE STRUCTURES OF THE HOTEL INDUSTRY
The Organizational Structure
Ownership
The General Manager
The Hotel (or Resident) Manager
The Rooms Manager
Manager of Guest Services
The Building Structure
The Old versus the New
Numbering for Identification
Room Shape and Size
Bed and Bath

CHAPTER 4 – FORECASTING
Availability and Overbooking
The Simple, Unadjusted Room Count
Adjusted Room Count
Overbooking
The Perfect Fill
Reservations are Legal Contracts
Minimizing the Overbooking Problem

CHAPTER 5 – GLOBAL RESERVATIONS TECHNOLOGIES
Global Distribution
Seamless Connectivity
Application Service Providers
Traditional Reservation Channels
Other Trends in Electronic Reservations
Automated Revenue Management Systems
The Yield Management Revolution
Automated Yield Management Systems

CHAPTER 6 – INDIVIDUAL RESERVATIONS AND GROUP BOOKINGS
Components of the Reservation
Automated Phone Systems
Information Contained in the Reservation
Reservation Information Flow
Reservation Coding
Convention and Tour Group Business
The Group Rooms Contribution
Segments of Group Business
Booking the Convention
Negotiating Convention Rates
Handling Tour Group Reservations

CHAPTER 7 – MANAGING GUEST SERVICES
Total Quality Management
Total Quality Management in Innkeeping
The Real Components of TQM
Total Quality Management Defined
Customer Relations Management (CRM)
Customer Relations Denied
Measuring Guest Services
Americans with Disabilities Act
Complaints

Instruction / Study Load : 

24 Lesson hours
8 Preparation Lesson hours
21 Assignments / Homework hours
20 Exam and exam preparation hours
67  Literature ( Depending on the length and difficulty of the book ) hours

The course uses 335 pages from the book(s) and journal articles where:

• 335 pages average reading and understanding material – 20 Hours

Criteria:

• Difficult reading and understanding material – 3 pages per hour

• Average reading and understanding material – 5 pages per hour

• Easy reading and understanding material – 7 pages per hour

Total 140 Hours

IBA Final Qualification Mapping: 
Mapped with numbers 1,2,3,8,11,12,13 and 18 See the EEG for further reference.
Teaching Language: 
English
Teaching Methods: 
  • Classroom lecturing
  • Case study discussions
  • Feedback and presentation sessions
  • Video and film
  • Discussion sessions
  • Research Papers
Module / Lecture and seminar status: 
Compulsory
Testing and assessment: 
Written Examination (1) See the EEG for further reference.
European Credits: 
5
Required literature: 
  • Check-In Check-Out: Managing Hotel Operations (8th Edition),Gary K. Vallen, Jerome J. Vallen, Prentice Hall; 8 edition (April 4, 2008), ISBN-10: 0132059673, ISBN-13: 978-0132059671