[major=BBA_FIN | course_id=HOM202 | syllabus_id=11445 | semester=7 | combo=FIN_COM5 | title=Hotel Operations Management]
Course ID: HOM202
Title EN: Hotel Operations Management
Title VI: Quản trị vận hành khách sạn
Credits: 3.0
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
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
Course type: traditional
Decision: 402/QĐ-ĐHFPT dated 04/22/2024
Approved date: 2024-04-22
CLO1: Describe functions of different departments of a hotel and their interrelationships among them.
[1] category=Group assignment; type=on-going; weight=30.0; duration=15' presentation in class; question_type=; grading_guide=Chapter 1-11; completion_criteria=; clos=>0
[2] category=Individual assignment; type=on-going; weight=15.0; duration=; question_type=; grading_guide=Human resources and departments of a hotel; completion_criteria=; clos=>0
[3] category=Participation; type=on-going; weight=10.0; duration=During the semestre; question_type=; grading_guide=; completion_criteria=; clos=>0
[4] category=Quiz; type=on-going; weight=15.0; duration=15' in class; question_type=; grading_guide=theoretical aspect of studied topics; completion_criteria=; clos=>0
[5] category=Final exam; type=Final exam; weight=30.0; duration=60'; question_type=; grading_guide=concepts, accounting problems, mini case; completion_criteria=; clos=4
[1] desc=Hotel Operations Management; author=Hayes, D. K., Ninemeier, J. D., Miller, A. A.,; publisher=Pearson.; edition=3rd; isbn=978-0134337623; main=True; online=; note=
[2] desc=Be Our Guest: Perfecting the Art of Customer Service; author=Theodore Kinni; publisher=Disney Inc.; edition=; isbn=; main=; online=; note=
[3] desc=VTOS - Food and Beverage service; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
[4] desc=VTOS - Housekeeping; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
[5] desc=VTOS -Front office; author=Vietnam Tourism Operational standard; publisher=; edition=; isbn=; main=; online=True; note=
Session 1: Course Introduction
Chapter 1- Overview of the hotel industry
Topic: Offline; Teaching type: LO1, LO4, LO6, LO10; LO: 
ITU: Textbook&slides
Materials: HOM202
Download: Review Chapter 1, 2
Answer review question 1,2 chapter 1 and 1, 2 chapter 2

Session 2: Chapter 1- Overview of the hotel industry
Topic: Offline; Teaching type: LO1, LO4, LO6, LO10; LO: 
ITU: Textbook&slides
Download: Review Chapter 1, 2
Answer review question 1,2 chapter 1 and 1, 2 chapter 2

Session 3: Chapter 2 - The guest service imperative
Topic: Offline; Teaching type: LO1, LO6, LO10; LO: 
ITU: Textbook&slides
Materials: HOM202
Download: Review Chapter 1 and 2
Discussion - Be Our Guest: Perfecting the Art of Customer Service

Session 4: Chapter 2 - The guest service imperative
Topic: Offline; Teaching type: LO1, LO6, LO10; LO: 
ITU: Textbook&slides
Download: Review Chapter 1 and 2
Discussion - Be Our Guest: Perfecting the Art of Customer Service
CLO10: Respect ethics and professional standards of behavior in the hospitality industry
Session 1: Chapter 3 The hotel general managers
Topic: Offline; Teaching type: LO4, LO5, LO6, LO2, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 3 - Discuss the responsibilities of general managers

Session 2: Chapter 3 The hotel general managers
Topic: Offline; Teaching type: LO4, LO5, LO6, LO2, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 3 - Discuss the responsibilities of general managers

Session 3: Chapter 4 Leadership for general managers
Topic: Offline; Teaching type: LO4, LO5, LO6, LO2, LO10; LO: 
ITU: Textbook&slides
Download: Review Chapter 3 and 4
Discuss leadership basics

Session 4: Chapter 4 Leadership for general managers
Topic: Offline; Teaching type: LO4, LO5, LO6, LO2, LO10; LO: 
ITU: Textbook&slides
Download: Review Chapter 3 and 4
Discuss leadership basics
CLO2: Illustrate the basic jobs of each department in a hotel.
Session 1: Chapter 4 Leadership for general managers
Topic: Offline; Teaching type: LO4, LO5, LO6, LO2, LO10; LO: 
ITU: Textbook&slides
Download: Review Chapter 3 and 4
Discuss leadership basics

Session 2: Chapter 4 Leadership for general managers
Topic: Offline; Teaching type: LO4, LO5, LO6, LO2, LO10; LO: 
ITU: Textbook&slides
Download: Review Chapter 3 and 4
Discuss leadership basics

Session 3: Chapter 5 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO5, LO3, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 5
Discussion and Chapter 5 review question
-Quiz 1

Session 4: Quiz 1
Topic: Offline; Teaching type: LO1, LO2, LO5, LO3, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 5
Discussion and Chapter 5 review question
-Quiz 1
CLO3: Solve the problems in common hotel operation situations
Session 1: Chapter 6 Accounting
Topic: Offline; Teaching type: LO1, LO2, LO3, LO9, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 6Discussion and chapter review questions.

Session 2: Chapter 6 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO9, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 6Discussion and chapter review questions.

Session 3: Chapter 6 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO9, LO9, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Discussion and accounting problems.

Session 4: Chapter 6 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO9, LO9, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Discussion and accounting problems.
CLO4: Categorize hotels by market segmentations: level of service, location, …
Session 1: Chapter 7 Revenue management
Topic: Offline; Teaching type: LO1, LO2, LO3, LO8, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 7Discussion and chapter review questions.

Session 2: Chapter 7 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 7Discussion and answer revenue management problems.

Session 3: Chapter 7 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 7Discussion and answer revenue management problems.

Session 4: Chapter 7 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 7Discussion and answer revenue management problems.
CLO5: Apply management skills in practical hotel operation case study
Session 1: Chapter 8 Sales and marketing
Individual assignment instructions
Topic: Offline; Teaching type: LO1, LO2, LO7, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Marketing 4.0: Moving from traditional to digital - Phillip Kotler
Download: Review chapter 8
Discussions and answer chapter review questions

Session 2: Chapter 8 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO7, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 8
-Quiz 2

Session 3: Chapter 8 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO7, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 8
-Quiz 2

Session 4: Quiz 2
Topic: Offline; Teaching type: LO1, LO2, LO3, LO7, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 8
-Quiz 2
CLO6: Identify the role of service quality and service performance in hotel management
Session 1: Chapter 9 The front office
Topic: Offline; Teaching type: LO1, LO2, LO5, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 9
Answer chapter review questions

Session 2: Chapter 9 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 9Discussion and practice receptionist check-in/ check-out procedures

Session 3: Chapter 9 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 9Discussion and practice receptionist check-in/ check-out procedures

Session 4: Chapter 9 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: https://flm.fpt.edu.vn/gui/role/student/Review chapter 9Discussion and practice receptionist check-in/ check-out procedures
CLO7: Design an overall plan of a mid-size full-service hotel with distinctive marketing ideas
Session 1: Chapter 10 Housekeeping
Topic: Offline; Teaching type: LO1, LO2, LO5, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 10
Ánswer chapter review questions

Session 2: Chapter 10 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: -Textbook&slides
-Reference: Setupmyhotel.com to demonstrate housekeeper checklist
Download: Review chapter 10
Ánswer chapter review questions

Session 3: Chapter 10 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: -Textbook&slides
-Reference: Setupmyhotel.com to demonstrate housekeeper checklist
Download: Review chapter 10
Ánswer chapter review questions

Session 4: Chapter 10 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: -Textbook&slides
-Reference: Setupmyhotel.com to demonstrate housekeeper checklist
Download: Review chapter 10
Ánswer chapter review questions
CLO8: Explain the pricing concepts in hotels and revenue management theories
Session 1: Chapter 11 Food and beverage
Topic: Offline; Teaching type: LO1, LO2, LO5, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 11 slides and discussion

Session 2: Chapter 11 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: Discussion and answer chapter 11 review questions

Session 3: Chapter 11 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: Discussion and answer chapter 11 review questions

Session 4: Chapter 11 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: Discussion and answer chapter 11 review questions
CLO9: Solve accounting problems for practical case study
Session 1: Chapter 12 Property operation and maintenance
Topic: Offline; Teaching type: LO1, LO2, LO5, LO8; LO: 
ITU: Textbook&slides
Download: Review chapter 12 slides and discussion

Session 2: Chapter 12 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: Discussion and answer chapter 12 review questions

Session 3: Chapter 12 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: Discussion and answer chapter 12 review questions

Session 4: Review chapter 1-12
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: Discussion and answer chapter 12 review questions
Session 1: Hotel/Lab visit
Topic: Offline; Teaching type: LO1, LO2, LO6, LO10; LO: 
ITU: 
Download: https://flm.fpt.edu.vn/gui/role/student/Hotel/Lab visit

Session 2: Hotel/Lab visit
Topic: Offline; Teaching type: LO1, LO2, LO6, LO10; LO: 
ITU: 
Download: https://flm.fpt.edu.vn/gui/role/student/Hotel/Lab visit

Session 3: Group assignment - presentation
Topic: Offline; Teaching type: LO1, LO2, LO4, LO6, LO7, LO8, LO10; LO: 
ITU: 
Download: Presentation

Session 4: Group assignment - presentation
Topic: Offline; Teaching type: LO1, LO2, LO4, LO6, LO7, LO8, LO10; LO: 
ITU: 
Download: Presentation
Session 1: Group assignment - presentation
Topic: Offline; Teaching type: LO1, LO2, LO4, LO6, LO7, LO8, LO10; LO: 
ITU: 
Download: Presentation

Session 2: Chapter 13 Personal safety and property security
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 13
Discussion

Session 3: Chapter 13 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 13
-Discussion and answer chapter review questions
-Quiz 3

Session 4: Chapter 13 (cont)
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 13
-Discussion and answer chapter review questions
-Quiz 3
Session 1: Quiz 3
Topic: Offline; Teaching type: LO1, LO2, LO3, LO5, LO6, LO10; LO: 
ITU: Textbook&slides
Download: -Review chapter 13
-Discussion and answer chapter review questions
-Quiz 3

Session 2: Chapter 14 Franchise agreements and mangement contracts
Topic: Offline; Teaching type: LO4, LO5, LO6, LO7, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 14
Discussion

Session 3: Chapter 14 (cont)
Topic: Offline; Teaching type: LO4, LO5, LO6, LO7, LO8, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 14 and answer chapter review questions

Session 4: Chapter 14 (cont)
Topic: Offline; Teaching type: LO4, LO5, LO6, LO7, LO8, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 14 and answer chapter review questions
Session 1: Chapter 14 (cont)
Topic: Offline; Teaching type: LO4, LO5, LO6, LO7, LO8, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 14 and answer chapter review questions

Session 2: Chapter 15 Management in the global hotel industry
Topic: Offline; Teaching type: LO3, LO4, LO5, LO6, LO7, LO10; LO: 
ITU: Textbook&slides
Download: Discussion

Session 3: Chapter 15 (cont)
Topic: Offline; Teaching type: LO3, LO4, LO5, LO6, LO7, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 15
Answer chapter review questions

Session 4: Chapter 15 (cont)
Topic: Offline; Teaching type: LO3, LO4, LO5, LO6, LO7, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 15
Answer chapter review questions
Session 1: Review chapter 1-15
Topic: Offline; Teaching type: LO3, LO4, LO5, LO6, LO7, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 15
Answer chapter review questions

Session 2: Submit individual assignment
Topic: Offline; Teaching type: LO1, LO2, LO3, LO4, LO6, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 1-15
Submit individual assignment

Session 3: Review
Topic: Offline; Teaching type: LO1, LO2, LO3, LO4, LO5, LO6, LO7, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 1-15

Session 4: Review
Topic: Offline; Teaching type: LO1, LO2, LO3, LO4, LO5, LO6, LO7, LO8, LO9, LO10; LO: 
ITU: Textbook&slides
Download: Review chapter 1-15