HTM 209 Lodging Operations

Lecture Hours: 4
Credits: 4

Focuses on specific functions of lodging operations at a hotel, motel, or resort. Includes reservations, registration, room and rate assignment, guest services, room status, maintenance and settlement of guest accounts, and creation of guest history records. Discusses guest information database development and maintenance, coordination of guest services, and practices for ensuring guest satisfaction. Includes an analysis of staffing, housekeeping, and revenue management. Room accounting and auditing procedures are also covered.

Content Outline

Lodging Industry
- Hospitality industry and its size
- Hotel classifications
- Guest segments
Hotel Organization
- Organization missions
- Hotel organization
- Front office operations
Front Office Operations
- Guest cycle
- Front office systems
- Front office forms
- Front desk
- Telecommunications
- Front office computer applications
Reservations
- Reservations and sales
- Types of reservations
- Reservations records
- Reservation confirmation, maintenance, and reports
Registration
- Registration process
- Selling the guest room
- Denying accommodations
Communications and Guest Services
- Front office communications
- Interdepartmental communications
- Guest services
- Guest relations
Security and the Lodging Industry
- Developing the security program
- Management’s role in security
- Security and the law
Front Office Accounting
- Accounting fundamentals
- Creation and maintenance of accounts
- Tracking transactions
- Internal controls
Checkout and Account Settlement
- Checkout and settlement
- Departure procedures
- Checkout options
- Unpaid account balances
- Collection of accounts
Housekeeping in Lodging Operations
- Room status
- Housekeeping vs. maintenance
- Planning the work
Front Office Audit
- Function of the night audit
- Night audit process
Planning and Evaluating Operations
- Management functions
- Establishing room rates
- Forecasting room availability
- Budgeting
Revenue Management
- Measuring yield
- Elements of revenue management
- Revenue manager
- Revenue management software
Managing Human Resources
- Recruiting, selecting, hiring, and orienting
- Training
- Scheduling
- Motivating