LT6017 - Hospitality Operations (2017/18)
|Module specification||Module approved to run in 2017/18|
|Module title||Hospitality Operations|
|Module level||Honours (06)|
|Credit rating for module||30|
|School||Guildhall School of Business and Law|
|Total study hours||300|
|Running in 2017/18||No instances running in the year|
The module examines the implications of the operational elements of Rooms Division as well as Food and Beverage Management within the hospitality industry. Students will have an opportunity to critically evaluate the role and effectiveness of key operational aspects such as the front office, the management of housekeeping services, public area, lost and found, and linen operations.
Students will enhance their awareness of the trends and technologies which impact the Rooms Division and Food and Beverages operations. The module will cover functionalities of various software and IT systems commonly used within the rooms division and food and beverage outlets (such as Micros Fidelio Opera and ONQ related software).
This module will be delivered using lectures, group tutorials, individual tutorials and practical workshops augmented by guest speakers and the insights of professionals from the hospitality industry.
The students will be able to gain relevant employability skills through familiarisation tours (field trips) to relevant hotels and outfits such as the Savoy, Hilton and Shangri La at the Shard.
This module will be assessed based on one written group coursework and one individual coursework.
The aims of the module are to:
• Provide students with opportunity to study front office, food and beverage and housekeeping operations.
• Analyse the day-to-day activities and procedures involved in Food and Beverage operations including a range of practical and operational skills.
• Study various revenue and yield management techniques.
• Review the functions and operational effectiveness of facilities and security departments.
• Typical organisation chart and job descriptions used for hospitality operations (front office, housekeeping, food and beverage departments).
• Effective management of front office.
• Effective management of housekeeping operations and linen operations.
• Public area management, lost and found, laundry and health club operations.
• Food production and food and beverage service systems.
• Menu planning and costing in room service/in-room dining, banqueting, catering and restaurants.
• Various software and IT systems (e.g. Fidelio Opera, ONQ for front office, Housekeeping and Micros) particularly in Food and Beverage and Laundry outlets.
• Revenue and yield management practices within hospitality operations including yield management software like TSA.
Learning and teaching
The module will be delivered through weekly teaching sessions comprising of 14 lectures, 14 group tutorials, two workshops by industry experts and two hospitality industry familiarisation tours.
The lectures will aim to focus on the theoretical knowledge and understanding, whereas group tutorials will focus on the application and evaluation of these using a variety of means including case studies, problem solving and debates.
Industry experts with professional skills and experience will be invited as guest speakers during direct learning time for two workshops (of a total duration of 6 hours) with a focus on vocational aspects, employability skills and career insights.
Students will be expected to engage in two hospitality industry familiarisation tours with a view to learning from the synthesis of theoretical knowledge with real life experiences.
At the end of this module, the students will be able to:
1. Critically evaluate the function of and services provided by the Rooms Division, facilities and security departments in a range of hospitality businesses.
2. Determine the key operational issues affecting the performance of front office and housekeeping areas of any hospitality business.
3. Recommend with justification a suitable food production and a Foodland Beverage service system for a hospitality business.
4. Demonstrate confidence in diverse menu planning and costing in various hospitality businesses (e.g. restaurants, events, catering).
5. Critically examine the role of revenue, yield and cost management strategies within hospitality operations.
The students will be assessed based on two assessments:
Assignment 1 (50%) - Individual Essay (2,500 words maximum) critically reviewing various theories relating to operations management.
Assignment 2 (50%) – Group Case Study with Individual Report (2,500 words maximum).
In both assignments, students are expected to incorporate their learning and reflect on experiences from the familiarisation tours. Students will focus on the various hotel operational departments, including front office operations, housekeeping operations, food and beverage operations, facilities and security activities within a specific hotel or venue.
• Brown, S., Bessant, J. and Lamming, R.,(2013) Strategic Operations Management. 3rd Edition, Abingdon: Routledge
• Johnston, R.,C lark, A., and Shulver , M., (2012) Service Operations Management: Improving Service Delivery.4th Edition. Essex: Pearson
• Johnsen, T.E., Howard, M. and Miemczyk, J., (2014) Purchasing and Supply Chain Management. Abingdon: Routledge
• Slack, N., Chambers, S. and Johnston, R., (2010) Operations Management. 6th Edition. Essex: FT Prentice Hall
• O’Fallon, M., and Rutherford, D.,(2010) Hotel Management and Operations. 5th Edition. 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