Reference no: EM132776473

1. Review and recap the scope, structure and classifications of the hotel industry;
2. Describe the operations and divisions of a standard lodging property;
3. Be familiar with the property management system and reservations technology used in lodging operations;
4. Use suitable forecasting methods to manage room availability and determine room rates;
5. Learn how to perform basic clerical procedures used in accommodation services;
6. Serve guest properly and learn successful service quality management techniques;
7. Be familiar with the reservations process of handling guest arrival, registration and rooming;
8. Process and maintain basic financial transactions and understand the night audit process.

Chosen hotel - Mariott

(I) AIMS
The aims of the assignment are to:
• Enhance your knowledge of the lodging industry and appreciate the complexities of the industry.
• Develop your research skills to conduct a more in-depth study of a hospitality- related topic.

• Present an opportunity for you to work in a team and learn to work with course participants with different personalities and abilities.
• Practice report-writing skills.
• Complement the learning you have encountered during formal classes.

Reflective Report: (about 100 words on what you have learnt from this module and the group work assessments)

TOPIC 1
THE TRADITIONAL HOTEL INDUSTRY THE MODERN HOTEL INDUSTRY
THE STRUCTURES OF THE HOTEL INDUSTRY

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Understand the historical evolution of the hotel industry

2. Appreciate the size and scope of the industry and its products

3. Understand and compute:
a. Occupancy
b. Average Daily Room Rate (ADR)
c. Revenue per Available Room (REVPAR)
d. Double Occupancy

4. Understand Hotel Classification Systems

5. Understand industry terms/jargons New Product Patterns:

6. Be familiar with Segmentation, Brand and Image

7. Familiarize with New Product Segments

8. Comprehend the Concept of "Price Elasticity of Demand"

9. Observe New Market Patterns
a. Marketing to individual guests
b. Marketing to groups

10. Know about the changing structural patterns as industry adapts
a. Different ownership and management models
b. Differentiate between hotel as:
i. Real estate investment vs. An operating business
c. Increasing role of third parties
ii. Operational Issues
iii. Financial Issues
iv. Resources and challenges

11. Understand the Organizational Structure of a hotel
a. Link between hotel size/type and its' organization

12. Understand the role of Front Office
a. Importance of the Front Office (F.O.)
b. Relationship between F.O. and other departments
c. Organization Structure of the Front Office: Identity Job Titles and their roles

TOPICS

1. Understanding the Hotel Business

2. Traditional Classifications

3. New Product Patterns

4. New Market Patterns

5. New Ownership Patterns

6. New Management Patterns

7. The Organizational Structure

TOPIC 2
FORECASTING AVAILABILITY AND OVERBOOKING INDIVIDUAL RESERVATIONS AND GROUP BOOKINGS

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Utilize and define basic terms and jargon

2. Perform a room count
a. Unadjusted and adjusted room count
b. Differences in "rooms available" calculations
c. Forecasting rooms available for sale
d. Impact of overstays, early arrivals, no-shows, and cancellations on rooms available for sale

3. Gain a working knowledge of overbooking issues
a. Legal ramifications of overbooking
b. Anti-service issues at stake
c. Possible solutions

4. Understand both essential and optional information required for a reservation

5. Contrast the difference between manual and electronic reservations
a. Storage and alterations of the existing reservations
b. Potential customer service and marketing benefits

6. Know reservations vocabulary and jargon

7. Understand the group business cycle
a. Distinctions between group and individual reservations
b. Financial benefits of group business
c. Why some hotels refuse group business

TOPICS

1. Forecasting Available Rooms
• The Simple, Unadjusted Room Count
• Adjusted Room Count

2. Overbooking
• The Perfect Fill
• Reservations Are Legal Contracts
• Minimizing the Overbooking Problem

3. Components of the Reservation
• Automated Phone Systems
• Information Contained in the Reservation
• Reservation Information Flow
• Reservation Coding

4. Convention and Tour Group Business
• The Group Rooms Contribution
• Segments of Group Business
• Booking the Convention
• Negotiating Convention Rates
• Handling Tour Group Reservations

TOPIC 3
THE ROLE OF THE ROOM RATE

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Understand:

a) Why hotels are unable to get the rack rate

b) The negative impact on revenues from discounting

c) The Hubbart Room Rate formula

d) The Building Cost Room Rate formula

e) The Ideal Average Room Rate

f) Understand terms/jargon specific to room rate factors and calculations

TOPICS

1. Room Rates and the Economy
• Supply and Demand
• Competition
• Elasticity

2. Additional Factors in Rate
• Surcharges
• Discounts from the Rack

3. Time as a Factor in Rates
• Arrival Time
• Departure Time
• The 24-Hour Stay
• Day Rates
• Incentive Rates
• The American Plan Day

4. Determining the " Proper" Room Rate
• The Hubbart Room-Rate Formula
• The Building Cost Rate Formula
• The Ideal Average Room Rate
• Upselling

TOPIC 4

GLOBAL RESERVATION TECHNOLOGIES

LEARNING OBJECTIVES

At the end of the session, course students should be able to:

1. Understand topics pertaining to:
a. Global Distribution System (G.D.S).
i. The role that airline reservation systems played.

b. Seamless Connectivity
i. Last room availability
ii. Electronic switch technology

c. Reservation Channels
i. Travel agents
ii. Central Reservations Services (CRS)
iii. Internet and web-based reservations

d. Changing electronic reservations environment.
i. Growth of on-line reservations
ii. Voice recognition technology

TOPICS

e. Automated revenue/yield management systems
i. Assumptions and components of revenue/yield systems

1. Global Distribution
• A Brief History
• Seamless Connectivity
• Application Service Providers
• Traditional Reservation Channels
• Other Trends in Electronic Reservations

2. Automated Revenue Management Systems
• The Yield Management Revolution
• Automated Yield Management Systems

TOPIC 5

MANAGING GUEST SERVICES

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Understand quality management in hotels

2. Describe the links between expectations and satisfaction

3. Understand how guests develop expectations

4. Describe the dimensions of service quality

5. Describe the "Service Encounter"

6. Understand the role of "Service Guarantees"

7. Understand role of hotel industry in relation to the American Disabilities Act

8. Understand complaint management

TOPICS

1. Total Quality Management
• Total Quality Management in Innkeeping
• The Real Components of TQM
• Total Quality Management Defined

2. Customer Relations Management (CRM)
• Customer Relations Denied
• Measuring Guest Services
• American with Disabilities Act
• Complaints

TOPIC 6

FROM ARRIVAL TO ROOMING

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Develop an understanding of the check-in process

2. Comprehend the working of a Self - Check-in terminal

3. Understand the role of employees in the overall arrival and Check-in process

4. Understand the Check-in process at full- service and limited-service hotels

5. Understand terms used in the arrival process

6. Understand the role of the registration card

7. Gain an awareness of queuing/line management

8. Understand the duties of the bell staff in the arrival and rooming process

TOPICS

1. Greeted on Arrival
• Moments of Truth

2. Registration
• Walk-Ins
• Registered, Not Assigned (RNA)
• Waiting Lines
• The Registration Card

3. Assignment
• No-Smoking Rooms
• Pets
• The Assignment Process
• Did Not Stay
• Establishing Credit and Identity

4. Rooming the Guest
• The Uniformed Services
• Rooming Slips
• Arriving at the Room
• Green Hotels

TOPIC 7

BILLING THE GUEST FOLIO

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. View a guest as an account receivable

2. Understand terms/jargons used for accounting practices at the front desk

3. Understand front-office accounting procedures

4. Appreciate the role and systems of communication in account management

5. Understand the role of the Front Office as the centralized hub of guest accounts

TOPICS

1. What the Chapter Is All About
• The Sale and Recordkeeping of Services
• Preparing the Folio
• Recording (Accounting for) Each Transaction

2. Accounts Receivable
• Types of Accounts Receivable (A/R)
• The Folio: The Individual Account Receivable
• The Folio: The Group Account Receivable
• Understanding Charges and Credits

3. Posting to the Folio (The Account Receivable)
• Overview of the Billing Procedure
• Recording Charges to Accounts Receivable
• Recording Credits to Accounts Receivable

TOPIC 8

CASH OR CREDIT: THE CITY LEDGER THE NIGHT AUDIT

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Understand the nature of cash transactions at the front desk

2. Gain knowledge how to reconcile a cashier's drawer

3. Achieve a practical knowledge of risks associated with accepting cash and cash equivalents

4. Understand the risks and procedures related to accepting a personal or company check

5. Be aware of risks associated with accepting foreign currency

6. Understand the risks and procedures related to accepting Traveler's Checks

7. Understand the role of credit in business

8. Understand Credit Card systems

9. Understand the role of management in formulating and implementing credit policies and procedures

10. Understand terms and jargon pertinent to credit issues

11. Understand the role of the night audit for:
a. Summarizing the days accounting activities
b. Providing reports for management
c. Providing data for permanent entry into accounting books

12. Understanding terms/jargons used in night audit

13. Understanding the Housekeepers Report and its relationship with the night audit

TOPICS

1. Cash
• Cash Paid-Outs
• Cash Receipts
• The Cashier's Daily Report

2. Credit and the City-Ledger
• Review of the City Ledger
• Credit Cards
• Other Cards

3. Other City-Ledger Categories
• Master Accounts
• Groups, Packages, and Company-Sponsored Functions
• Individual City-Ledger Receivables

4. Managing Cash and Credit
• Managing Cash
• Managing Checks
• Managing Credit

5. The Auditor and the Audit
• The Night Auditor
• Overview of the Audit
• Posting Room Charges
• Revenue Verification

6. Reconcile Using a Property Management System
• Interfacing Different Systems
• Verifying Basic Data
• Reports from the Night Audit
• Reports to the Manager

TOPIC 9
TECHNOLOGY IN LODGING OPERATIONS

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Understand the Property Management System (PMS).

2. Be familiar with the Issues in Technology Adoption

3. Know about the changing role of the hotel telephone department

4. Gain knowledge of:
a. Electronic Locking Systems (ELS)
b. Energy Management Systems (EMS)
c. Fire Safety Systems
d. Minibars
e. In-room Safes
f. Communication Systems
i. Telephones
ii. Internet
iii. Smartphones and Apps
g. In-room Entertainment Systems
h. Standardization: HITIS and Beyond

TOPICS

1. Technology in the Guest Room: Historical View
• A Look Back
• Costs and Benefits

2. Technology in the Room: The New Generation
• Locking Systems
• Radio Frequency Identification (RFID)
• Biometric Locking Systems
• Energy Management and Climate Control Systems
• Fire-Safety Systems
• Minibars
• In-room Safes

3. Communication Systems
• A Brief History of Hotel Telephone Service
• Internet Access
• Future of Hotel Telephones
• Wake-Up Systems
• Voice Mail
• Where's My Phone?

4. Other Technologies
• In-room Entertainment Systems
• At the Desk

TOPIC 10
REVIEW AND FEEDBACK

LEARNING OBJECTIVES

At the end of the session, students should be able to:

1. Review key concepts covered in this module.
2. Reflect on the module learning outcomes.
3. Gain feedback on the group work assessments.

Attachment:- Accommodation.rar