This course examines the management challenges inherent in hotel/resort operations especially as they relate to the housekeeping, maintenance, and security operations; and to the group tour and conventions department. Topics will include: functions and interrelationships of the various departments within a hotel/ resort operation, managing service quality, facilities management, and human resource deployment issues specific to hotel operations. The planning and execution of conventions and meetings will be approached from operational and marketing perspectives with emphasis on the management and skills required for successful group business management.
Methods Of Instruction
Lectures, discussions, field trips, guest lecturers, case studies, problem-solving sessions and student presentations.
Means of Assessment
|In Class Assignments
STUDENTS MUST COMPLETE ALL COMPONENTS OF THE COURSE TO OBTAIN CREDIT FOR THE COURSE.
At the end of the course the successful student should be able to:
- Articulate the role of and interrelationship between all major and minor operating departments of a large hotel and describe the routes for advancement within each department and the hotel operation as a whole;
- Create a housekeeping system and implementation strategy which includes the key steps in room inspections; a quality control strategy; and a staffing plan complete with job descriptions and specifications;
- Design (or critically analyze): a security system; a safety program; and a maintenance program for the rooms department of a hotel and develop recommendations and an implementation strategy for each;
- Design for each of the above departments a minimum staffing guideline; a capital plan; and complete a Division of Work Document and Area Responsibility Plan for housekeeping purposes.
- Develop policies and procedures for handling disturbances within the rooms department of a hotel;
- Articulate the economic impact of convention and tour group business departments in a hotel;
- Describe how to effectively market, sell and re-book conventions, group tours and meetings by recognizing the unique sales and marketing challenges inherent in marketing to this department; including the market segmentation; the importance of networking;
- Be able to understand and articulate the needs, wants and desires of clients wishing to undertake a successful convention or meeting;
- Describe the operational issues inherent in tour group management.
Textbooks and Materials to be Purchased by Students to be selected from
Martin, R. Professional Management of Housekeeping Operations Latest Ed. Toronto, JW&Sons
Gary, W.S. and S.C. Liguori. Hotel and Motel Management and Operations. Latest Ed. Inglewood Cliffs: Roberts/Prentice Hall.
Montgomery, Rhonda and Sandra Strick. Meetings, Conventions and Expositions: An
Introduction to the Industry, Latest Ed. New York: Van Nostrand Reinhold.
Hildreth, R.A. The Essentials of Meeting Management, Latest Ed. Englewood Cliffs:
or similar materials as approved by the deparment
Only calculators approved by Faculty of Commerce and Business may be used on tests and exams.