COURSE OUTLINE. Hotel Restaurant Management 222 Introduction to Hotel and Resort Operations

Transcription

1 Degree Applicable Glendale Community College November, 2007 I. Catalog Statement COURSE OUTLINE Hotel Restaurant Management 222 Introduction to Hotel and Resort Operations Hotel Restaurant Management 222 is an introduction to the operating systems and components of a hotel-resort facility, which includes front office, housekeeping, food and beverage, sales and marketing, accounting, property maintenance, human resources management and information systems. Units 3.0 Lecture Hours 3.0 Prerequisite: None II. Course Entry Expectations Skills Level Ranges: Reading 5; Writing 5; Listening/Speaking 5; Math 3 III. Course Exit Standards Upon successful completion of the required coursework, the student will be able to: 1. describe and explain the major developmental themes, such as historical trends and market segments, in the lodging industry; 2. describe and perform the operational tasks in a hotel front office operation; 3. describe and perform the procedures followed by a housekeeping department; 4. describe and perform the skills required to identify standard operating procedures for a food and beverage unit; 5. describe and perform the entry-level duties required in a sales and marketing department; 6. describe the function of major documents used for the financial control of a conference center using the Uniform System of Accounts; 7. describe and explain the functioning and maintenance operations of a hotel heating and air conditioning system (HVAC), fire prevention systems, plumbing systems, waste disposal systems, refrigeration systems, lighting and other electrical systems, as well as safety and security procedures; 8. describe and explain the various functions of a hotel human resources department and the management and organization of teams within such departments; 9. describe and explain the various functions of the information technology systems existing throughout a hotel;

2 Page2 10. list and discuss the management challenges of leading teams and situational ethics arising from within the hotel environment; 11. conduct a general manager s operational inspection and critique of the major technologies employed within a hotel or resort; 12. conduct a general manager s operational inspection and critique of the major departments within a hotel or resort from an overall leadership perspective; 13. describe the functions and ethical interdependencies among the major departments within a hotel or resort; 14. apply customer encounter skills in a hotel or resort setting; 15. observe, understand, and be able to replicate the unique features of the service standards applicable within a hotel or resort. IV. Course Content A. Overview of the Hotel Business 5 hours 1. Hotel characteristics a. Types b. Trends c. Design 2. Hotel structure and staff a. Hotel policy b. Hotel standard operating procedures c. The role of the General Manager d. The role of the department heads e. The role of front line personnel f. The executive committee 3. Ownership 4. Types of operating agreements 5. Lodging a. Guest needs b. Customer satisfaction c. Total quality management 6. The conference center B. Hotel Segmentation 4 hours 1. Hotel operations and organizations 2. Lodging operations a. Branding b. Flag dominance c. Franchising C. Introduction to Food and Beverage Operations 5 hours 1. The hotel restaurant business a. Specialty/themed food b. Beverage operations 2. Forces shaping food service a. Ethnic culinary influences b. Food costs c. Labor costs

3 Page3 3. Food and beverage segments and issues a. Institutions and institutional food service b. Catering c. Outside contractors and vendors d. Profitability D. Hotel Front Office Operations 5 hours 1. Guest registration a. Check-in b. Check-out 2. Night audit a. Guest accounting b. Accounts payable c. Accounts receivable 3. Yield management 4. Guest safety and security 5. Guest services and bell staff E. Housekeeping and Property Maintenance 5 hours 1. Financial liability a. Inventory management b. Expense control 2. Chemical/hazardous material regulations 3. Guest room cleaning 4. Laundry and linen 5. Public area cleaning 6. Deep cleaning strategies 7. Preventative maintenance 8. Staffing a. Selection b. Training F. Human Resources (HR) Department 5 hours 1. HR planning a. Phases in staffing b. Job analysis c. Inventory d. Labor market analysis 2. Hiring a. Selection b. Placement c. Interviewing d. Retention 3. Training a. Orientation b. Skills training c. Team building and staff development d. Executive training/seminars 4. Performance evaluations

4 Page4 5. Compensation a. Payroll b. Benefits 6. Discipline/Labor relations G. Accounting Functions 5 hours 1. Operating Departments a. Stores and concessions b. Miscellaneous income c. Security/loss prevention d. Inventory management 2. Payroll 3. Taxes 4. Financial statements: Structure and analysis a. Occupancy b. Average rate c. Group and transient statistics H. Marketing Plan Strategies 6 hours 1. Fair share and market share analysis calculation a. Customer and product segments b. Market mix and demographics 2. The sales office a. Structure b. Organization c. Mission 3. External marketing a. Telephone sales b. Personal sales c. Advertising 4. Internal marketing and sales a. Up selling b. Restaurant and lounge sales c. Banquet and meeting room sales d. Room sales e. Merchandizing I. Media Relations and Crisis Management 4 hours J. Information and Technology Systems 4 hours 1. Point of sales systems 2. Property management systems 3. Telecommunications a. In-house voic b. c. Fax transmission 4. HVAC monitored environmental controls 5. Video conferencing/distance learning

5 Page5 V. Methods of Presentation The following instructional methodologies may be used in the course: 1. lectures/discussion; 2. hands-on experience; 3. field trips; 4. multi-media presentation. VI. Assignments and Methods of Evaluation 1. Quizzes. 2. Midterm exam. 3. Final exam. 4. Student group project. VII. Textbook Stutts, A. and J. Wortman. Hotel and Lodging Management: An Introduction, 2nd ed. Hoboken, NJ: John J. Wiley and Sons, th Grade Textbook Reading Level. ISBN: