hospitality management

f NHA TRANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES *** Subject Outline HOSPITALITY MANAGEMENT NHA TRANG Sept 2014 SUBJECT DETAILS Subject name Hospitality Management Units of credit 3 Study length 11 weeks Prerequisite / Co requisite Introduction to Tourism and Management Suggested study Commitment Approximately 4 class hours per week Term 2014 Subject Coordinators/ Lecturers Nguy Contact details Tel: 0983729979 Email: phuonglan2014vn@gmail.com The subject outline contains important information. Please ensure that you read it carefully. It is also strongly recommended that you keep this copy of your subject outline for future reference. Subject aim/rationale This course provides the basic concepts and solid foundation needed for a hotel manager in the rapidly changing and competitive global market through the examination of a hotel organizational structure and its interdependent relationship among key departments. The major topics to be discussed include an overview of hospitality industry, role and function of a manager, general management, key operation departments such as house keeping, front office, food and beverage service, human resources, sales and marketing etc. as well as current impacts and developments in the field. This subject in the Bachelor of Tourism Management program also provides students with interdisciplinary knowledge and skills essential to further study and  Subject objectives The specific objectives of this subject are to: 1. Introduce the growth and development of the hospitality industry; 2. Explore into a hotel organizational structure of various scale; 3. Analyze the role and function of a hotel manager; 4. Familiarize with organization and daily operations of key departments; 5. Describe the important linkages among departments; and 6. Apply basic management tools to plan, organize and control operations Subject structure The structure of this subject for on-campus students comprises:  4 Class periods per week Subject materials Lecture notes and essential readings which are recommended in each topic (mainly from the prescribed text books) are key materials for this subject. Additionally, further readings, discussion questions, exercises and cases will help students understand thoroughly the fundamental issues of tourism management. Recommended Reading – available on BSB 1. “Origins Of The Lodging Industry” 2. “Yield Management” 3. “Human Resource Practices In Hotel Industry” 4. “Managing Food And Beverage Operations” 5. “Hotel Management and Operations” Fourth Edition Prescribed textbook 1. Denney G. Rutherford, Ph.D.,     (2007), Hotel Management And Operations fourth edition, John Wiley and Sons., INC 2. Alan T. Stutts, James Wortman (2006), Hotel and Lodging Management: An Introduction, 2 nd Ed, John Wiley and Sons. Supplementary readings: 1. John R. Walker (2006), Introduction to Hospitality Management, 2nd Ed. Prentice Hall; 2. Denney G. Rutherford, Ivar Haglund (2007), Hotel Management and Operations, 4th Ed. John Wiley and Sons; 3. Tom Powers, Clayton W.Barrows (2006), Introduction to Management in the Hospitality Industry, 8th Ed. John Wiley and Sons; 4. Peter Abbort, Sue Lewry (2007), Front Office Procedures, Social Skills, Yield and Management, 2nd Ed. Butterworth-Heinemann; 5. S. Medlik and H.Ingram (2006), The Business of Hotels, 2nd Ed. Butterworth- Heinemann; Proposed weekly schedule Week Period Topic Note 1 1/2 Introduction to Course Group devision Introduction to Hospitality Management Required Reading   3/4 Lecture 1: Growth and development of the lodging industry. Video Presentation x 3 1. The Hotel Industry P1(4 minutes) 2. The Hotel Industry P 2(8 minutes) Discussion 5/6 Hospitality in Viet Nam Tut 1: Group 1: Present on different types of lodging and their services Lecture 2: Classifications of Hotels Power Point Presentation 2 7/8 Organizational Structure Tut 2: Group 2: Present on framework of different kinds of hotels Tut 3: Group 3: Present on Departments and positions Power Point Presentation Required Reading Chapter 2(Book 2) 9/10 Lecture 3: Organizational Structure 11/12 Front office operations Tut 4: Group 4: Present on Organisational structure of the front office department Power Point Presentation Required Reading Chapter 3(Book 2) 3 13/14 Tut 5: Group 5: Present on Reservation procedure Power Point Presentation Required Reading Chapter 3(Book 2) 15/16 Front office operations Tut 6: Group 6: Present on Guest Services Power Point Presentation Required Reading Chapter 3 & Chapter 10(Book 2) Chapter 4 (Book 1) 4 17/18 Lecture 4: Front office operations 19/20 Lecture 5:Front office management  Yield Management 5 21/22 Front office management  Yield Management (Cont.) 23/24 Housekeeping operations Tut 7: Group 1: Present on the structure of HK Department and its functional positions Power Point Presentation Required Reading Chapter 5(Book 1), Chapter 4 (Book 2) 6 25/26 Tut 8: Group 2: Present on key tasks of HK Operations  A Room Attendant. Power Point Presentation Required Reading Chapter 5(Book 1), Chapter 4 (Book 2) 27/28 Housekeeping management Tut 9: Group 3: Present on Managing HK Operations Power Point Presentation Required Reading Chapter 5(Book 1), Chapter 4 (Book 2) 7 29/30 Lecture 6: Housekeeping operations 31/32 Food and Beverage operations Tut 10: Group 4: Present on Organisational structure of the F&B Department Power Point Presentation Required Reading Chapter 7 (Book 2) 8 33/34 Food and Beverage management Tut 11: Group 5: Present on F&B Positions Power Point Presentation Required Reading Chapter 7 (Book 2) 35/36 Lecture 7: Food and Beverage operations Chapter 3(Book 1), Chapter 9 (Book 2) 9 37/38 Tut 12: Group 6: Present on Roles and functions of a Manager Lecture 8: Roles and functions of a Manager 39/40 Revision/ Guiding asignment writing 10 41/45 Field trip Home work for ALL students Read and answer all the questions at the end of each chapter and then send the feedback to the teacher. Book 1 Group1: Chapter 2,3,4 Group2: Chapter 5,6,7 Book 2 Group3: Chapter 1,2,3; Group4: Chapter 4,5,6 Group5: Chapter 7,8,9 Group 6: Chapter 10,11,12 ASSESSMENT Assessment for ALL students Assessment for the subject will be on the basis of: (a) Class Attendance Required Assessment Yes 10% (b) Presentation ½ Hour each, plus Q & A Required Assessment Yes 20% (c) Group Assignment (home work) Due Date: Required Assessment Yes 20% (d) Final Exams Required Assessment Yes 50% Group Assignment: (3000 words) Each Group is required to select one (20 room +) Accommodation Establishment in Nha Trang. Analyze and prepare a report on the following: 1. Hotel business; development from inception and classification of specific hotel. 2. Functions and departments of the hotel, (and job descriptions of departmental Heads) including  but not limited to a. Rooms Division b. Food and beverage c. House Keeping d. Human Resources 3. The hotel organization chart. 4. Property Management System in the hotel. CONTENT: HOSPITALITY MANAGEMENT Subject objectives The specific objectives of this subject are to: 1. Introduce the growth and development of the hospitality industry; 2. Explore into a hotel organizational structure of various scales 3. Analyze the role and function of a hotel manager; 4. Familiarize with organization and daily operations of key departments; 5. Describe the important linkages among departments; and 6. Apply basic management tools to plan, organize and control operations An Overview 1. Growth and Development of the Hotel/Lodging Industry 2. Classification of Hotels 3. Vietnam Market Overview 4. Hotel Organization Structure 5. Front Office Operations (Rooms Division) 6. House Keeping 7. Food and Beverage 8. Management Functions 9. Sales and Marketing 10. Human Resources Management LECTURE 1: INTRODUCTION TO HOTEL MANAGEMENT  The scope of the hospitality industry comprises of a range of businesses that provide services and facilities such as accommodation, food and beverage, entertainment, gaming and related products.              word, which describes the well being of services and facilities related to tourists and travellers. Characteristics of the Hospitality IndustryProduct is intangible and perishable  No such thing as business hours  Hospitality operations run on a 24 hour basis all year round  Characterized by shift work What is tourism?             outside their usual environment for not more than one consecutive year for leisure,  Who makes up the accommodation sector? The accommodation sector represents a vital part of the hospitality industry since the provision of accommodation, food and beverage is essential for anyone spending time away from home. How many different types of accommodation establishments can you think of? Hotels, motels, bed and breakfast, youth hostel, backpackers, bed and breakfast, home stay, farm stay, self catering apartment, timeshare, caravan park, camping ground, boutique accommodation, cabins/huts in Nationa and more Who are our Guests?  Guests are the customers of the hospitality industry, they pay for the services and facilities provided by the accommodation establishments.  Each guest is different, differences such as age, gender, cultural background and their reasons for traveling.  Guests may be local residents, domestic or international guests.  They may stay for an hour or longer! Consider the Guests  bevera What specific needs would the following customers want?  A corporate traveller  A couple with two young children  Retired couple on holiday Introduction to Hotel Management For a successful career in the Hotel Management industry, you must:              environment (eg. Communication, management, marketing, planning) LECTURE 2: HISTORY OF THE LODGING INDUSTRY  • to provide for the weary • take care of those traveling • The history of the hospitality industry dates all the way back to the Colonial Period in the late 1700s. Things have changed quite a bit since then; the hospitality industry has experienced significant development over the years as it has faced World Wars, The Depression and various social changes. The industry as we know it today began to take form in the early 1950s and 60s, leading the way for growth into the dynamic industry we know today. Goal • To understand the factors that influenced the development of the Hotel Industry. At the end of this lesson students will be able to: • Define Hospitality/Lodging Industry and describe its characteristics • Identify and describe the characteristics of various historical periods • Identify the multiple factors influencing the hospitality industry • Chronicle the developments in the Hospitality/Lodging Industry (from early beginnings to present) [...]... Responsibilities of Front Office LECTURE 5: YIELD MANAGEMENT Integrated control of CAPACITY and PRICE Objective To understand the terms and processes involved in Revenue and Yield Management After completion of this lesson you will be be able to : • Define the terms associated with revenue management • Explain the process of maximizing revenue and how revenue management can help achieve this • Describe the... Egypt, Greece, and the Roman Empire 3 countries played an important role in the early days of the hospitality business Ancient Egypt began the tourism trade About 2700 B.C the pharaohs built the pyramids The beauty and majesty attracted visitors They needed places to eat and sleep Ancient Greece had a role in the hospitality business 2 important contributions 1 the Greek language became the universally... fitness training centres, spas, conference and banquet halls and many others • The hospitality business probably began with the Sumerians • In 4000 B.C the Sumerians lived near the Persian Gulf and grew grains that they turned into alcoholic beverages • They built taverns and served beer these taverns were some of the first hospitality businesses • Early traders travelled from region to region to trade... with revenue management • Explain the process of maximizing revenue and how revenue management can help achieve this • Describe the role of the Global Distribution System in Revenue management • Define ways to measure Revenue management success So what does that definition actually mean? • Selling the right product – Correct brand, room type, and/or meeting space • To the right customer – Transient or... Reservations Management: GLOBAL DISTRIBUTION SYSTEM Managing Occupancy How do we maintain rate integrity and restrictions when all those other booking engines (Internet) are discount options for our customers? MEASUREMENT OF SUCCESS Once the appropriate actions have been effectively implemented, they must be measured for their success The cornerstone of measurement for any effective Revenue Management. .. KEEPING MANAGEMENT Housekeeping’s Responsibilities objectives in limited-service hotels Identifying the major responsibilities of the house keeping department  Understanding the planning and organizing the required in the Housekeeping Department  cleaning;          Housekeeping’s Responsibilities guestrooms corridors public areas such as lobby and public restrooms pool and patio areas management. .. / service Hotel Operations Management, 1/e Hayes/Ninemeier Standard Operating Procedures: Cycle of F&B Product Control Step 1: Purchasing Cycle of F&B Product Control (continued…) Step 1: Purchasing Step 2: Receiving Step 3: Storing Step 2: Receiving Step 4: Issuing Step 5: Pre-Preparation Step 3: Storing Step 6: Preparation Step 7: Serving Step 8: Service Hotel Operations Management, 1/e Hayes/Ninemeier... Front office (rooms) ☼ Food and beverage ☼ Spa and Treatment centers ☼ Retail stores Support Centers ☼ Housekeeping ☼ Accounting ☼ Engineering and maintenance ☼ Human resources ☼ Security ☼ Financial Management Other Divisions • All the above mentioned departments and/or divisions should exist in a typical five-star hotel, however there might be some revenue generators that are specific to certain... Describe the front desk and its support devices, and describe the services and equipment of a hotel’s telecommunications area 4 Understand and explain room configurations 5 Identify and describe property management systems used by the front office ROOMS DIVISION DEPARTMENT ☼ FRONT OFFICE ☼ Reservations ☼ Communications ☼ Concierge ☼ Housekeeping/Engineering & Maintenance NB ☼ Security Note: In many mid-size... business 2 important contributions 1 the Greek language became the universally accepted language of international trade 2 Greek money became the standard of exchange Ancient Greece had a role in the hospitality business Greeks defeated the Romans • In 146 B.C the Greeks defeated the Romans • They developed roads throughout their empire • This road system made travel easier and quicker The Fall of . LANGUAGES *** Subject Outline HOSPITALITY MANAGEMENT NHA TRANG Sept 2014 SUBJECT DETAILS Subject name Hospitality Management Units of credit 3 Study length. Front office operations 19/20 Lecture 5:Front office management  Yield Management 5 21/22 Front office management  Yield Management (Cont.) 23/24 Housekeeping operations Tut. Property Management System in the hotel. CONTENT: HOSPITALITY MANAGEMENT Subject objectives The specific objectives of this subject are to: 1. Introduce the growth and development of the hospitality