[major=BBA_HM | course_id=ACH301 | syllabus_id=13612 | semester=7 | combo=HM_COM1 | title=Accomodation management]
Course ID: ACH301
Title EN: Accomodation management
Title VI: Thực hành quản lý lưu trú
Credits: 3.0
Prerequisites: LOD211, LOD212, LOD222
Description: -Main objective: The aim of this subject is to integrate knowledge with front office, housekeeping and others relevant departments in accommodation and apply them to problem solving in the areas of room division management. The course provides learners the necessary knowledge and skills to become a room division manager.
-Description: During the course, students are practiced to design a room division department, apply the plan in real operation. Learners will be trained in management skills in several key aspects of room division management including operational administration, human resource management and departmental revenue optimization.
-Teaching method: Lecture, Desmontration, Role Play, Project based learning, Cooperative Learning
Student tasks: Class attendance is strongly encouraged. Attend at least 80% of class hours in order to be accepted to the final examination
- Actively participate in class activities
- Fulfill tasks given by instructor after class
- Comply with the time and regulation
- Professional grooming
- Respect and protect school asset.
- Strongly communication and teamworking.
Tools: Internet access, Hotel management Software
Course type: traditional
Decision: 1318/QĐ-ĐHFPT dated 11/27/2025
Approved date: 2025-11-27
CLO1: Design an overall standard of procedures plan of hotel or resort operation
[1] category=Group Assignment; type=on-going; weight=10.0; duration=; question_type=CLO1, CLO4, CLO6, CLO9; grading_guide=All session; completion_criteria=; clos=>0
[2] category=Participation; type=on-going; weight=10.0; duration=During the semestre; question_type=; grading_guide=-Attitude,professional grooming; completion_criteria=; clos=>0
[3] category=Practical Test (3); type=on-going; weight=30.0; duration=; question_type=CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; grading_guide=Practical test 1: chapter 1-2
Practical test 2: chapter 3-4
Practical test 3: chapter 5-6; completion_criteria=; clos=>0
[4] category=Quizzes (2); type=on-going; weight=20.0; duration=45'; question_type=CLO1, CLO2, CLO3, CLO4; grading_guide=Quiz 1: chapter 1-3
Quiz 2 chapter 4-7; completion_criteria=; clos=>0
[5] category=PE; type=Final exam; weight=30.0; duration=3 slots; question_type=CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; grading_guide=All session; completion_criteria=; clos=4
[1] desc=PowerPoint Slides; author=; publisher=; edition=; isbn=; main=True; online=True; note=Môn không có giáo trình chính. Chỉ có slide và tài liệu hướng dẫn.
[2] desc=Hotel Operations Management; author=Hayes, D. K., Ninemeier, J. D., Miller, A. A.,; publisher=; edition=; isbn=978-0134337623; main=; online=; note=Textbook HOM202
[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
-Introduction to AI Integration in the course
-Chapter 1. General Operation Standards in the accommodation
Topic: Offline; Teaching type: CLO1, CLO2; LO: I
ITU: Slides,Reference book or Course materials
Materials: ACH301
Tasks: https://drive.google.com/drive/folders/1e4Z-_xtyWw8sQ5qY5pAL2Rd9vRVCAf9m?usp=sharing
Download: Preview Slide

Session 2: Chapter 1. General Operation Standards in the accommodation
Topic: Offline; Teaching type: CLO1, CLO2; LO: I
ITU: Slides,Reference book or Course materials
Materials: ACH301
Download: Preview Slide

Session 3: Chapter 1. General Operation Standards in the accommodation
Topic: Offline; Teaching type: CLO1, CLO2; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide

Session 4: Chapter 1. General Operation Standards in the accommodation
Topic: Offline; Teaching type: CLO1, CLO2; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
CLO10: Develop corporate social responsibility expected of professionals working in accommodation
Session 1: Chapter 2. Room Division - Front Office Standards
- Reservation
- Telephone protocol
- Check-in
- Guest charges
- Front desk operation
- Handling guests' requests and complaints
- Lobby and Public areas
- Signage
- Check-out
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play using PMS

Session 2: Chapter 2. Room Division - Front Office Standards
- Reservation
- Telephone protocol
- Check-in
- Guest charges
- Front desk operation
- Handling guests' requests and complaints
- Lobby and Public areas
- Signage
- Check-out
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play using PMS

Session 3: Chapter 2. Room Division - Front Office Standards
- Reservation
- Telephone protocol
- Check-in
- Guest charges
- Front desk operation
- Handling guests' requests and complaints
- Lobby and Public areas
- Signage
- Check-out
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play using PMS

Session 4: Chapter 2. Room Division - Front Office Standards
- Reservation
- Telephone protocol
- Check-in
- Guest charges
- Front desk operation
- Handling guests' requests and complaints
- Lobby and Public areas
- Signage
- Check-out
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play using PMS
CLO2: Describe functions of different departments of a hotel and building the interrelationships among departments.
Session 1: Chapter 2. Room Division - Front Office Standards
- Reservation
- Telephone protocol
- Check-in
- Guest charges
- Front desk operation
- Handling guests' requests and complaints
- Lobby and Public areas
- Signage
- Check-out
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play using PMS

Session 2: Chapter 2. Room Division - Front Office Standards
- Reservation
- Telephone protocol
- Check-in
- Guest charges
- Front desk operation
- Handling guests' requests and complaints
- Lobby and Public areas
- Signage
- Check-out
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play using PMS

Session 3: Chapter 2. Room Division - Front Office Standards (Cont.)
- Pre-arrival service
- Concierge services
- Departure services
- Luggage service
- Business service
- Retail
- Transportation services
- Post-stay services
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 4: Chapter 2. Room Division - Front Office Standards (Cont.)
- Pre-arrival service
- Concierge services
- Departure services
- Luggage service
- Business service
- Retail
- Transportation services
- Post-stay services
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play
CLO3: Apply management skills in designing the service process in room division
Session 1: Chapter 2. Room Division - Front Office Standards (Cont.)
- Pre-arrival service
- Concierge services
- Departure services
- Luggage service
- Business service
- Retail
- Transportation services
- Post-stay services
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Chapter 2. Room Division - Front Office Standards (Cont.)
- Pre-arrival service
- Concierge services
- Departure services
- Luggage service
- Business service
- Retail
- Transportation services
- Post-stay services
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 3: Chapter 2. Room Division - Front Office Standards (Cont.)
- Pre-arrival service
- Concierge services
- Departure services
- Luggage service
- Business service
- Retail
- Transportation services
- Post-stay services
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 4: Chapter 2. Room Division - Front Office Standards (Cont.)
- Pre-arrival service
- Concierge services
- Departure services
- Luggage service
- Business service
- Retail
- Transportation services
- Post-stay services
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play
CLO4: Design human resource management program
Session 1: Chapter 2. Room Division - Front Office Standards (Cont.)
- Pre-arrival service
- Concierge services
- Departure services
- Luggage service
- Business service
- Retail
- Transportation services
- Post-stay services
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Practical Test 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 3: Practical Test 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 4: Practical Test 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel
CLO5: Build departmental budget
Session 1: Practical Test 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 2: Practical Test 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 3: Practical Test 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 4: Practical Test 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel
CLO6: Evaluate service quality of room division
Session 1: Chapter 3. Room Division - Housekeeping Standards
- Guestroom presentation
- Bathroom presentation
- Bedding
- In-room amenities and supplies
- Cleanliness and maintenance at public area
- Laundry service
- Inventory and Cost Control
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: TU
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Chapter 3. Room Division - Housekeeping Standards
- Guestroom presentation
- Bathroom presentation
- Bedding
- In-room amenities and supplies
- Cleanliness and maintenance at public area
- Laundry service
- Inventory and Cost Control
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 3: Chapter 3. Room Division - Housekeeping Standards
- Guestroom presentation
- Bathroom presentation
- Bedding
- In-room amenities and supplies
- Cleanliness and maintenance at public area
- Laundry service
- Inventory and Cost Control
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 4: Chapter 3. Room Division - Housekeeping Standards
- Guestroom presentation
- Bathroom presentation
- Bedding
- In-room amenities and supplies
- Cleanliness and maintenance at public area
- Laundry service
- Inventory and Cost Control
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play
CLO7: Communicate in a professional and courtesy Brand’s style
Session 1: Chapter 3. Room Division - Housekeeping Standards
- Guestroom presentation
- Bathroom presentation
- Bedding
- In-room amenities and supplies
- Cleanliness and maintenance at public area
- Laundry service
- Inventory and Cost Control
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Chapter 3. Room Division - Housekeeping Standards
- Guestroom presentation
- Bathroom presentation
- Bedding
- In-room amenities and supplies
- Cleanliness and maintenance at public area
- Laundry service
- Inventory and Cost Control
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 3: Quiz 1
Topic: Offline; Teaching type: CLO1, CLO2, CLO3; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Quiz 1

Session 4: Chapter 4: Human Resource Management
- Standard of appearance
- Public holiday & vacation
- Split shift & night shift
- Taskforce privileges
- Management allowances
- Paycheck
- Service charge and bonus policy
- Training plan and budget
- Performance appraisal program
- Orientation
- Communications
- Human resource information security
- Employee recognition programs
- Promotion and transfer
- Discipline policy
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play
CLO8: Develop leadership skills
Session 1: Chapter 4: Human Resource Management
- Standard of appearance
- Public holiday & vacation
- Split shift & night shift
- Taskforce privileges
- Management allowances
- Paycheck
- Service charge and bonus policy
- Training plan and budget
- Performance appraisal program
- Orientation
- Communications
- Human resource information security
- Employee recognition programs
- Promotion and transfer
- Discipline policy
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Chapter 4: Human Resource Management
- Standard of appearance
- Public holiday & vacation
- Split shift & night shift
- Taskforce privileges
- Management allowances
- Paycheck
- Service charge and bonus policy
- Training plan and budget
- Performance appraisal program
- Orientation
- Communications
- Human resource information security
- Employee recognition programs
- Promotion and transfer
- Discipline policy
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 3: Chapter 4: Human Resource Management
- Standard of appearance
- Public holiday & vacation
- Split shift & night shift
- Taskforce privileges
- Management allowances
- Paycheck
- Service charge and bonus policy
- Training plan and budget
- Performance appraisal program
- Orientation
- Communications
- Human resource information security
- Employee recognition programs
- Promotion and transfer
- Discipline policy
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 4: Chapter 4: Human Resource Management
- Standard of appearance
- Public holiday & vacation
- Split shift & night shift
- Taskforce privileges
- Management allowances
- Paycheck
- Service charge and bonus policy
- Training plan and budget
- Performance appraisal program
- Orientation
- Communications
- Human resource information security
- Employee recognition programs
- Promotion and transfer
- Discipline policy
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play
CLO9: Identify and resolve problems relevant to accommodation areas
Session 1: Chapter 4: Human Resource Management
- Standard of appearance
- Public holiday & vacation
- Split shift & night shift
- Taskforce privileges
- Management allowances
- Paycheck
- Service charge and bonus policy
- Training plan and budget
- Performance appraisal program
- Orientation
- Communications
- Human resource information security
- Employee recognition programs
- Promotion and transfer
- Discipline policy
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Practical Test 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 3: Practical Test 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 4: Practical Test 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel
Session 1: Practical Test 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 2: Practical Test 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 3: Practical Test 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel

Session 4: Practical Test 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Practice in Lab or Hotel
Session 1: Chapter 5: Engineering & IT Standards
- Hotel Technology (PMS Systems Requirement)
- Guestroom telephone service
- Television standards
- Engineering Master List
- Sustainability
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Chapter 5: Engineering & IT Standards
- Hotel Technology (PMS Systems Requirement)
- Guestroom telephone service
- Television standards
- Engineering Master List
- Sustainability
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 3: Chapter 5: Engineering & IT Standards
- Hotel Technology (PMS Systems Requirement)
- Guestroom telephone service
- Television standards
- Engineering Master List
- Sustainability
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 4: Chapter 5: Engineering & IT Standards
- Hotel Technology (PMS Systems Requirement)
- Guestroom telephone service
- Television standards
- Engineering Master List
- Sustainability
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play
Session 1: Chapter 6: Recreations Standards
- Spa
- Pool
- (Tennis)
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 2: Chapter 6: Recreations Standards
- Spa
- Pool
- (Tennis)
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 3: Chapter 6: Recreations Standards
- Spa
- Pool
- (Tennis)
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play

Session 4: Chapter 6: Recreations Standards
- Spa
- Pool
- (Tennis)
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Preview Slide
Role play
Session 1: Quiz 2
Topic: Offline; Teaching type: CLO1, CLO2, CLO9; LO: T, U
ITU: Slides,Reference book or Course materials
Download: Quiz 2

Session 2: Practical Test 3
Group Assignment
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides

Session 3: Practical Test 3
Group Assignment
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides

Session 4: Practical Test 3
Group Assignment
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides
Session 1: Practical Test 3
Group Assignment
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides

Session 2: Practical Test 3
Group Assignment
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides

Session 3: Practical Test 3
Group Assignment
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides

Session 4: Practical Test 3
Group Assignment
Topic: Offline; Teaching type: CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8, CLO9, CLO10; LO: U
ITU: Slides,Reference book or Course materials
Download: Preview Slides