module specification

Rooms Division Operation Management (Module code LT4F15GN) examines the role of the rooms division within the management of a hospitality operation, the operational elements that comprise the rooms division and how these are deployed by management to maximise both occupancy and rooms revenue. Learners will gain understanding of the role of the front office as the ‘nerve centre’ of customer activity with network communication links within and to other departments. They will also gain understanding of the management of housekeeping services.

Learners will be able to identify trends and technologies which impact on rooms division operations and effectively utilise a computerised operating system within the rooms division.

This is a 30 credit module and will be delivered using lectures, group tutorials, individual tutorials and practical workshops conducted by marketing executives from the different hospitality organisations. The students will be able to gain relevant employability skills through familiarisation tours to different marketing departments of hospitality businesses. 

Student assessment will be based on group and individual coursework.

This module aims to:
• Encourage students to analyse systems of contemporary rooms division operations (front office and housekeeping) management.
• Enable students to assess the importance of revenue management to operations.

• The lodging industry: the hospitality  industry; classifying hotels; classifying guests; hotel’s organisational chart and key terminology used in rooms division; legislation, statutory and regulatory requirements.
• Front office operations: the guest cycle; pre-arrival; arrival; occupancy; departure; Front Office Systems; front office documents; telecommunications and property management systems (PMS); The front office audit.
• Reservations: reservations and sales; types of reservations; group reservations; reservation availability; reservation record; reservation reports; other reservations considerations, e.g. distribution channels and legal implications related to reservations.
• Planning and organizing the housekeeping department: identifying Housekeeping responsibilities; Public area and other types of cleaning; front of house areas; other functional areas; special projects.
• Room design: factors affecting room design, different types and styles of room design, business hotel rooms, leisure hotel rooms and suites.
• Managing inventories: par levels; linens; uniforms; guest loan items; machines and equipment; cleaning supplies and guest supplies.
• Linen room and Laundry: types of linen; uses of linen and fabrics; the linen cycle; internal laundry; laundry ‘own or contract’; the linen room; counting and sorting of linen; washing of linen; drying, pressing and folding of linen; storing  and issuing linen, and finally  the control of linen.
• Revenue and yield management: The concept of revenue management; measuring yield; elements of revenue management and revenue management software (TSA).

The module will be delivered through weekly teaching sessions in the form of 14 lectures, 14 group tutorials, 2 workshops by industry experts and 2 Hospitality industry familiarization tours.

The lectures will aim to focus on theoretical knowledge and understanding whereas group tutorials will focus on the application and analysis of this understanding using a variety of means including case studies, problem solving and debates.

Industry experts with vocational skills and student workshop experience will be invited as guest speakers during direct learning time for 2 workshops (of a total duration of 7 hours) with a focus on vocational skills and employability issues.

Students will be expected to organise two Hospitality industry familiarization tours with a view to being able to relate theoretical knowledge to real life experiences.

On completing the module students will be expected to be able to:
1. Identify the services provided by the rooms division operations in different contexts and demonstrate their practical applications using PMS Fidelio. Evaluate their importance to the experience of customers.
2. Demonstrate understanding of the factors that contribute to effective management and business performance in the accommodation service function, including the key legal and statutory requirements.
3. Understand and use tools and systems to maximise and measure occupancy and rooms revenue.

Core textbooks:
• Baker, S., and Huyton, J., (2011), Case studies in Rooms Operations and Management.  Sydney: Hospitality Press
• Kasavana, M.L., and Brooks, R., M., (2014), Managing Front Office Operations.  Michigan, AHLA

Recommended textbooks:
• Bardi, J., (2011), Hotel Front Office Management.  5th ed. New Jersy: Wiley & Sons
• Hussain, H., (2012), Hotel Rooms Division Management.  Berlin: Lambert
• Kappa, M.M., and Nitschke, A., (2014), Managing Housekeeping Operations.  Michigan: AHLA
• O'Fallon, M., and Rutherford, D., (2010), Hotel Management and Operations.  5th ed.  New York : John Wiley & Sons

Journals, Electronic Resources and Periodicals:
• Current Issues in Hospitality
• International Journal of Contemporary Hospitality Management
• International Journal of Hospitality Management
• Journal of Hospitality & Leisure Marketing
• Journal of Hospitality, Leisure, Sport & Tourism Education
• The Food Standards Act 1999
• The Food Safety Act 1990
• The Safety Signs and Signals Regulations Act 1996
• Furniture and Furnishings (Fire) (Safety) Regulations 1988
• The Health and Safety at Work Act 1974