Lectures, discussions, field trips, guest lecturers, case studies, problem-solving sessions and student presentations.
- The organizational structure of a medium to large hotel or resort.
- Basic principles of hotel housekeeping including; policies and procedures; human resource management; staffing guidelines and procedures; shift procedures and room assignments; room inspections.
- Operation and management of the minor operating departments in a hotel including: garage, telephone, and spa.
- Hotel security issues including: room key security and property protection; crisis management; emergency contingency planning: fire safety systems, bomb threats, medical, accidents, power failures, search and rescue, natural disasters, first aid, emergency evacuation plans, employee training plans and emergency communication plans.
- Basic engineering and critical components and procedures of physical plant management for successful maintenance of a lodging property.
- Safety programs and policies and procedures for handling disturbances affecting guests, employees and management.
- Environmental stewardship in the housekeeping department including: current environmental programs in use; cleaning products and waivers associated with products used in housekeeping; and energy management programs.
- The principles of meeting and convention planning for associations and corporation including: site and property selection; use of meeting planners; room designs and layouts; meeting material and technology; audio visual requirements; food and beverage services; reservation and participant service and post event evaluation and follow-up.
- Tour group marketing and management including development, background and special considerations of the tour product.
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.
|In Class Assignments||20%|
STUDENTS MUST COMPLETE ALL COMPONENTS OF THE COURSE TO OBTAIN CREDIT FOR THE COURSE.
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:
HOSP 2455 (may be taken as a corequisite)