NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE

Transcription

1 NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE COURSE #: HMGT 1105 COURSE TITLE: LODGING OPERATIONS MANAGEMENT CLASS HOURS: 3 LAB HOURS: 0 CREDITS: 3 1. COURSE DESCRIPTION This Web-enhanced course provides an operational overview of the front office and rooms operations. Students learn management information systems (MIS) terminology and concepts and functions of the rooms division in relation to other key departments within the hotel. 2. COURSE OBJECTIVES Upon completion of HMGT 1105, the student will be able to a. Describe front office management and rooms operations and its relationship to other departments b. Identify the primary differences between limited and full-service hotel operations c. Discuss Moments of Truth and explain the six steps of service recovery d. Observe and evaluate hotel front desk operations Student Learning Outcomes a. Explain front office operations and its relationship to other key departments (HMGT: Knowledge) b. Illustrate the primary differences between limited and full-service hotel operations (HMGT: Knowledge; Skill) c. Recall Moments of Truth and apply the six steps of service recovery (HMGT: Knowledge; Skill) d. Evaluate and discuss observations of hotel front desk operations (Gen Ed: Skill) Method of Assessment Quizzes, midterm and final examination Lab web-based assignments Lab web-based assignments Oral presentation 4. PREREQUISITES: CUNY certification in reading, writing and math

2 5. TEXT(S) Vallen, G. K. & Vallen, J.J. Check-in check-out (9 th ed.). Upper Saddle River, NJ: Pearson Prentice Hall. 6. GRADING SYSTEM 2 each 20 % Midterm/final examination 50 % Lab web-based assignments 20 % Oral presentation 10 % TOTAL 100%

3 WEEKLY COURSE OUTLINE COURSE: HMGT 1105 COURSE TITLE: LODGING OPERATIONS MANAGEMENT WEEK 1. WEEK 2. Overview of the hotel industry The Modern Hotel Industry WEEK 3. QUIZ #1 The Structure of the Hotel Industry WEEK 4. WEEK 5. WEEK 6. WEEK 7. WEEK 8. WEEK 9. WEEK 10. Global reservations Technologies Individual and Group Reservations Forecasting Availability and Overbooking MIDTERM EXAMINATION Managing Guest Service Moments of Truth Service Recovery Arrival, Registration and Room Rate Management Billing and the Guest Folio WEEK 11. QUIZ #2 Credit and the City Ledger WEEK 12. WEEK 13. WEEK 14. WEEK 15. The Night Audit Technology and the Hotel Industry Student Oral Reports FINAL EXAMINATION

4 WEEKLY COURSE OBJECTIVES COURSE: HMGT 1105 COURSE TITLE: LODGING OPERATIONS MANAGEMENT The student will be able to... WEEK 1. WEEK 2. WEEK 3. WEEK 4. WEEK 5. WEEK 6. WEEK 7. WEEK 8. WEEK 9. WEEK 10. WEEK 11. Name the traditional hotel classifications Explain some of the current issues in managing hotel operations today Explain the relationship between management contracts and management companies Recognize the key elements of distinguishing Explain the main responsibilities of the General Manager Explain the main responsibilities of the Resident Manager Explain the main responsibilities of the Manager of Guest Services Define Seamless Connectivity Define Global Distribution Explain the objectives of yield management List the key components of a room reservation Distinguish and describe categories of group business Understand and name five sample reservation codes List and describe key factors affecting reservation forecasting Pass the Midterm Examination Define Moments of Truth Recall and explain each of the Six Steps of Service Recovery Define Total Quality Management Explain the purpose of service guarantees List and explain the purpose of each step in the guest registration process Differentiate between accounts payable and accounts receivable Identify various sample incidental changes Understand and explain sample charges and credits and their impact on the folio balances Explain the key steps within the billing process Define cash paid-outs Analyze and prepare a sample cashier s report Define and explain the purpose of the city ledger

5 Explain some of the current credit and check-cashing safeguards WEEK 12. WEEK 13. WEEK 14. WEEK 15. Identify and explain the key responsibilities of the Night Auditor Analyze a sample Night Auditor s report Understand the basic functionality of electronic locking systems and their impact on hotel security Understand the roles of both uniformed and non-uniformed security staff members Define and explain the advantages of point-of-sale systems in lodging operations Prepare and present oral report Pass the Final Examination

6 SELECTED BIBLIOGRAPHY Bardi, J. A., (2011). Hotel front office management (5 th ed). Hoboken NJ: John Wiley & Sons. Gray, W. S., Liguori, S. C. (2003). Hotel and motel management and operations (4 th ed). Upper Saddle River NJ: Pearson Education Ltd. Hayes, D. K., Ninemeier, J. D. (2007). Hotel operations management (2 nd ed). Upper Saddle River NJ: Pearson Prentice Hall. Nyheim, P. D. et al, (2012). Technology strategies for the hospitality industry (2 nd ed). Upper Saddle River NJ: Pearson Prentice Hall. Stutts, A. T., (2006). Hotel and lodging management (2 nd ed). Hoboken NJ: John Wiley & Sons. Woods, R. H. et al, (2007). Professional front office management. Upper Saddle River NJ: Pearson Prentice Hall.