Course | Madison College Outline of Instruction

10109131Rooms Division Operations

Course Information

Description

Investigates the organization, performance and evaluation of the rooms division of a lodging facility (front desk, reservations, housekeeping, and telephone systems) as essential components of operational success and guest satisfaction.

Total Credits

Course Competencies

Analyze the lodging industry and hotel organization

Assessment Strategies

Interview

Case Study

Reflection

Criteria

You explain how the travel and tourism industry can be categorized.

You classify hotels in terms of their size and target markets.

You classify hotels in terms of their levels of service, and ownership and affiliation.

You describe characteristics of business, pleasure/leisure, group, and international travelers.

You identify factors that influence travelers’ buying decisions.

You describe how hotels can become more ecologically responsible and the incentives they have to do so.
Identify the organization of hotels

Assessment Strategies

Reflection

WIKI

Written Product

Criteria

You explain what a mission is, and describe how goals, strategies, and tactics are used to accomplish a hotel’s mission.

You describe the functions performed by departments and positions within the rooms division.

You identify the functions performed by other divisions and departments within a full-service hotel.

You describe the organization of the front office, including traditional work shifts, alternative scheduling practices, and the purpose of job descriptions and job specifications.
Compare front office operations

Assessment Strategies

Written Product

Scenario Response

Industry Tour and Report

Criteria

You summarize front office operations during the four stages of the guest cycle.

You describe front office recordkeeping systems and front office documents.

You describe the front desk and its support devices, and describe the services and equipment of a hotel’s telecommunications area.

You identify and describe property management systems used by the front office.
Illustrate the reservations function

Assessment Strategies

Simulation

Industry tour and report

Scenario Response

Criteria

You discuss the sales dimension of the reservations process.

You outline the different types of reservations.

You describe reservation inquiries and their distribution channels.

You describe the process of taking group reservations and group reservation issues.

You identify the tools managers use to track and control reservations availability, and discuss reservation records.

You describe policies and procedures surrounding the confirmation, modification, and cancellation of different types of reservations.

You explain the function of typical reservation reports.

You summarize other reservation considerations.
Illustrate the registration process

Assessment Strategies

Written Product

Scenario Response

Criteria

You describe the seven steps of the registration process.

You explain the function of preregistration.

You identify preregistration activities.

You describe the function of registration records and registration cards.

You identify factors that affect room and rate assignments during the registration process.

You illustrate procedures for establishing the guest’s method of payment at registration.

You explain the importance of verifying the guest’s identity.

You outline proper procedures for issuing guestroom keys or access codes to guests.

You describe the front desk agent's role in addressing special requests from guests during registration.

You explain creative registration options such as techniques used to upsell guests during registration and situations in which guests cannot be accommodated by the hotel.
Explain communications and guest services in hotels

Assessment Strategies

Scenario Response

WIKI

Reflection

Criteria

You illustrate front office procedures for communicating with guests

You explain communications between the front office and other hotel areas

You examine typical service requests that guests make at the front desk

You explain general approaches to handling guest complaints
Analyze the role of security in the lodging industry

Assessment Strategies

Written Product

Scenario Response

Reflection

Criteria

You explain important issues in developing and managing a security program

You illustrate the role that managers play in a property’s security program

You explain the importance of setting up a security program, including security staffing and having a liaison with local law enforcement

You identify the elements of security training that are critical to an effective security program

You explain the legal concepts and societal concerns related to security issues
Summarize front office accounting

Assessment Strategies

Scenario Response

Research Paper

Interview

Criteria

You describe accounts, folios, vouchers, points of sale, and ledgers

You explain the process of creating and maintaining front office accounts

You explain typical procedures for processing and tracking common front office accounting transactions

You illustrate internal control procedures for front office operations

You explain typical settlement procedures
Demonstrate check-out and account settlement

Assessment Strategies

Scenario Response

Written Product

Criteria

You explain functions and procedures related to the check-out and settlement process, including departure procedures involving methods of settlement and late check-outs

You summarize express check-out and self check-out procedures

You explain how hotels handle unpaid account balances and summarize account collection procedures

You illustrate how managers use guest history files

You outline how the front office staff can support the hotel's marketing program through the check-out process

You summarize front office data privacy concerns
Summarize the role of housekeeping in hospitality operations

Assessment Strategies

Presentation

Criteria

You describe the role of the housekeeping department in communicating room status

You explain the relationship between the housekeeping and maintenance departments

You identify typical cleaning responsibilities of the housekeeping department

You explain how executive housekeepers use such tools as area inventory lists, frequency schedules, performance standards, and productivity standards to plan the work of the housekeeping department

You explain equipment and supply issues and distinguish between recycled and non-recycled inventories.

You summarize the dilemma of whether to cut back or eliminate housekeeping supervisors.
Summarize the front office audit

Assessment Strategies

Presentation

Criteria

You identify the function of the front office audit.

You identify the steps in the front office audit process.

You explain the function of a system update.

You describe centralized front office audits.
Explain planning and evaluating of operations

Assessment Strategies

Written Product

Interview

Criteria

You describe the management process in terms of the functions front office managers perform to achieve organizational objectives

You identify room rate categories

You explain how managers establish room rates

You discuss issues involved with forecasting room availability

You apply the ratios and formulas managers use

You explain how front office managers forecast rooms revenue

You estimate expenses when budgeting for operations

You describe how managers use various reports and ratios to evaluate front office operations

You explain what front office managers do to plan for disasters
Explain revenue management

Assessment Strategies

Scenario Response

Reflection

Criteria

You explain concepts of revenue management: maximizing revenue by using forecast information in capacity management, discount allocation, and duration control

You demonstrate common formulas managers use to measure and manage revenue

You explain how revenue management decisions are affected by group room sales, transient room sales, other revenue opportunities, local and area-wide activities, special events, and fair market share forecasting

You illustrate the revenue manager’s role and position

You summarize typical revenue meetings

You outline potential tactics to use in periods of high and low demand

You discuss revenue management tactics

You explain how revenue management software helps hotel managers
Explain human resource management

Assessment Strategies

Written Product

Scenario Response

Reflection

Criteria

You illustrate the advantages and disadvantages of internal and external recruiting methods

You summarize the selection process, including how managers use selection tools, evaluate applicants, and interview applicants.

You identify the steps in effective hiring and orientation

You explain the four-step training method

You identify techniques that front office managers can use to schedule and motivate staff members.
Complete front desk shifts (experiential learning in the field) - capstone project

Assessment Strategies

Skill Demonstration

Criteria

You complete the two required experiential learning front desk shifts as your capstone project.