Hotel Operations Management (HOM202)
Vietnamese title: Quản trị vận hành khách sạn
Credits: 3
Prerequisites: HMO101 or HMO102

Description:
- Main objective: This course provides an overview of the operations of a mid-size full-service hotel, from lodging to food and beverage, marketing and sales, human resources,... The focus of this course will be on explaining the functions of each department in a hotel, the inter-relationships among them, and management skills development. This course offers up-to-date information of multiple aspects in hotel operations, and essential insights for future hotel managers.
-Description: Hotel operational management introduces an overview of thel operation and organization of a midsize hotel. The course focuses on the front office, housekeeping, F&B and how they relate to each other in order to provide excellent service to customers. Other departments are also explained to provide a full understanding of the organization of a hotel. Students are to practice their analyzing and problem solving skills with up-to-date real life example and current trends.
-Teaching method: lecture, discussion, demonstration, roleplay, project based learning, group work

Learning outcomes:
Describe functions of different departments of a hotel and their interrelationships among them.
Respect ethics and professional standards of behavior in the hospitality industry
Illustrate the basic jobs of each department in a hotel.
Solve the problems in common hotel operation situations
Categorize hotels by market segmentations: level of service, location, …
Apply management skills in practical hotel operation case study
Identify the role of service quality and service performance in hotel management
Design an overall plan of a mid-size full-service hotel with distinctive marketing ideas
Explain the pricing concepts in hotels and revenue management theories
Solve accounting problems for practical case study

Student tasks:
- Students must attend at least 80% of contact slots in order to be accepted to the final examination.
- Student is responsible to do all exercises, assignments and labs given by instructor in class or at home and submit on time
- Use laptop in class only for learning purpose
- Promptly access to the FU CMS at http://flm.fpt.edu.vn for up-to-date course information

Tools:
- Internet

Materials:
description: Hotel Operations Management
author: Hayes, D. K., Ninemeier, J. D., Miller, A. A.,
publisher: Pearson.
published_date: 2017
edition: 3rd
isbn: 978-0134337623
description: Be Our Guest: Perfecting the Art of Customer Service
author: Theodore Kinni
publisher: Disney Inc.
published_date: 2011
description: VTOS - Food and Beverage service
author: Vietnam Tourism Operational standard
description: VTOS - Housekeeping
author: Vietnam Tourism Operational standard
description: VTOS -Front office
author: Vietnam Tourism Operational standard

Assessments:
category: Group assignment
type: on-going
weight: 30.0
duration: 15' presentation in class
no_question: Option 1: Presentation and written report Option 2: Questions or Activities proposed by lecturer
knowledge_and_skill: Follow lecturer's proposal
grading_guide: Chapter 1-11
note: Presentation in class and submission via email or anycourse supporting platfrom
category: Individual assignment
type: on-going
weight: 15.0
no_question: Option 1: Written assignment Option 2: Questions or Activities proposed by lecturer
knowledge_and_skill: Follow lecturer's proposal
grading_guide: Human resources and departments of a hotel
note: Submit via email or any course supporting platform
category: Participation
type: on-going
weight: 10.0
duration: During the semestre
category: Quiz
type: on-going
weight: 15.0
duration: 15' in class
no_question: Option 1: short answer question Option 2: Questions or Activities proposed by lecturer
knowledge_and_skill: Follow lecturer's proposal
grading_guide: theoretical aspect of studied topics
note: Review questions of the previously-studied topics.
2-3 short answer questions
category: Final exam
type: Final exam
weight: 30.0
duration: 60'
no_question: Multiple choices
Marked by Computer
knowledge_and_skill: 50
grading_guide: concepts, accounting problems, mini case
note: On paper

Schedule:
session: Course Introduction
Chapter 1- Overview of the hotel industry
materials: HOM202
session: Chapter 1- Overview of the hotel industry
session: Chapter 2 - The guest service imperative
materials: HOM202
session: Chapter 2 - The guest service imperative
session: Chapter 3 The hotel general managers
session: Chapter 3 The hotel general managers
session: Chapter 4 Leadership for general managers
session: Chapter 4 Leadership for general managers
session: Chapter 4 Leadership for general managers
session: Chapter 4 Leadership for general managers
session: Chapter 5 (cont)
session: Quiz 1
session: Chapter 6 Accounting
session: Chapter 6 (cont)
session: Chapter 6 (cont)
session: Chapter 6 (cont)
session: Chapter 7 Revenue management
session: Chapter 7 (cont)
session: Chapter 7 (cont)
session: Chapter 7 (cont)
session: Chapter 8 Sales and marketing
Individual assignment instructions
session: Chapter 8 (cont)
session: Chapter 8 (cont)
session: Quiz 2
session: Chapter 9 The front office
session: Chapter 9 (cont)
session: Chapter 9 (cont)
session: Chapter 9 (cont)
session: Chapter 10 Housekeeping
session: Chapter 10 (cont)
session: Chapter 10 (cont)
session: Chapter 10 (cont)
session: Chapter 11 Food and beverage
session: Chapter 11 (cont)
session: Chapter 11 (cont)
session: Chapter 11 (cont)
session: Chapter 12 Property operation and maintenance
session: Chapter 12 (cont)
session: Chapter 12 (cont)
session: Review chapter 1-12
session: Hotel/Lab visit
session: Hotel/Lab visit
session: Group assignment - presentation
session: Group assignment - presentation
session: Group assignment - presentation
session: Chapter 13 Personal safety and property security
session: Chapter 13 (cont)
session: Chapter 13 (cont)
session: Quiz 3
session: Chapter 14 Franchise agreements and mangement contracts
session: Chapter 14 (cont)
session: Chapter 14 (cont)
session: Chapter 14 (cont)
session: Chapter 15 Management in the global hotel industry
session: Chapter 15 (cont)
session: Chapter 15 (cont)
session: Review chapter 1-15
session: Submit individual assignment
session: Review
session: Review