HOSP 1540 Lodging Operations Management

This course introduces the student to the fundamentals of lodging operations by tracing the flow of activities, services, and functions performed in today's multitude of guest operations. The course will emphasize front desk procedures, guest services, and organization resources with a comparison of manual, machine-assisted, and computer-based methods for managing front office functions. The student will gain the understanding required to adapt to the specific needs of various lodging operations. (3 lect.)

Credits

3 credits

Major Topics

• History, categories, and interrelated industries

• Terminologies, concepts, and skills used in lodging operations

• Ownership and management structures of lodging businesses

• Division of departments and management operations in different lodging organizations

• Customer service and guest services

• Front office and booking procedures

• Housekeeping and facilities management

• Marketing and sales strategies

• Overview of recruitment, staffing, training

• Regional and international lodging operations

• Sustainability indicators, business ethics, and best practices in the industry

Outcomes

In order to successfully complete this course, the student will:

1. Define the lodging industry’s primary segments and how they interconnect with hospitality and tourism.

2. Differentiate between the various types of ownership, management structures, and group associations in the lodging industry.

3. Outline the division of departments, management structure, and key operations within different lodging organizations.

4. Analyze the impacts of customer interactions and guest services on business performance.

5. Examine the functions of front office procedures including reservations, guest services, and revenue management.

6. Distinguish the responsibilities and roles of the housekeeping and facilities management departments.

7. Assess the effects of different recruitment, training, and employee relation strategies between organizations.

8. Evaluate industry trends in marketing, sustainability, technology, and guest experience.

9. Design a plan for a lodging operation that includes course concepts, analysis, and strategy.