HOS-101 Principles of Hotel & Resort Management
An overview of the history, organizational structure, and economics of the hotel business and the career opportunities in the hospitality industry. The emphasis of the course will be an examination of the technical operations integral to hotel and resort management. Areas of study will include: hotel and resort operations; front office operations; food, beverage and restaurant operations; housekeeping and engineering; sales; staff management; and guest service.
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Course Outline
Course Description
An overview of the history, organizational structure, and economics of the hotel business and the career opportunities in the hospitality industry. The emphasis of the course will be an examination of the technical operations integral to hotel and resort management. Areas of study will include: hotel and resort operations; front office operations; food, beverage and restaurant operations; housekeeping and engineering; sales; staff management; and guest service.
Credit Hours
3Course Learning Outcomes
- Compare and contrast the different styles of lodging accommodations
- Describe the organizational structure of a hotel
- Delineate the functions and responsibilities housed in each hotel department
- Describe the relationship between, guest service, guest expectations and guest satisfaction
Topic Outline
- 1. History of hospitality and hospitality trends
- a. Career realities of hospitality and the nobility of service
- 2. Applicable management theories, unity of command, and span of managerial control
- 3. The departmental design of hotel organization, including organizational charts, the rooms division, executive committee responsibilities, and support departments
- 4. Familiarization with the activities that take place in each department, departmental interconnectedness, and traditional departmental relationships
- 5. Various types of food and beverage (F&B) outlets, club management, and leased space
- a. Internal and external restaurants and hotels
- 6. Competition and differentiation strategies
- 7. Levels of service and styles of accommodations, amenities vs. services, amenity options, and revenue streams
- 8. Providing quality service, managing moments of truth, Plus 1 service, and guest satisfaction
- 9. Revenue management and customer relationship management (CRM)
- 10. Facilities management, including energy management and recycling
- 11. Human resources management, diversity and supervision, labor usage, sexual harassment, and the ADA
- 12. Management and staff relationships
- 13. Financial management: occupancy percentage, revenue per available room (RevPAR), average daily rate (ADR), yield, revenue centers, and cost centers
- 14. Gaming, the casino experience, and security
- 15. Leadership