General Information
Rooms Division Management is an introductory hotel management subject which provides you with an in-depth understanding of critical guest service functions associated with the ‘rooms’ inventory of an accommodation business. You will learn how service quality and service recovery principles underpin all facets of accommodation management from guest reservations to reception/arrival, housekeeping and maintenance services, guest safety and security and guest departures. The interactions between the rooms division and other departments of an accommodation business are explored with respect to their impact on guest service. You will develop practical skills required to work in an accommodation business by undertaking training in the Micros OPERA, a property management system used by many of the world’s leading hotel chains.
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Details
Academic unit: Bond Business School Subject code: HRTM12-203 Subject title: Rooms Division Management Subject level: Undergraduate Semester/Year: September 2019 Credit points: 10.000 -
Delivery & attendance
Timetable: https://bond.edu.au/timetable Delivery mode: Standard Workload items: - Computer Lab: x12 (Total hours: 24) - Laboratory
- Lecture: x12 (Total hours: 24) - Weekly Lecture
- Personal Study Hours: x12 (Total hours: 72) - Study time and reviewing materials
Attendance and learning activities: Attendance at all class sessions is expected. Students are expected to notify the instructor of any absences with as much advance notice as possible. In addition to the content covered in the topic schedule, industry guest speakers and hotel site visits may take place as part of the curriculum, subject to industry member availability. Students will be advised of these activities by the start of Week 2 of the semester. -
Resources
Prescribed resources: Books
- Gary K. Vallen,Jerome J. Vallen (2017). Check-In Check-Out. 10th, Boston (available as e-Book at https://ebookcentral-proquest-com.ezproxy.bond.edu.au/lib/bond/detail.action?docID=5243970#) Pearson 456
iLearn@Bond & Email: iLearn@Bond is the online learning environment at Bond University and is used to provide access to subject materials, lecture recordings and detailed subject information regarding the subject curriculum, assessment and timing. Both iLearn and the Student Email facility are used to provide important subject notifications. Additionally, official correspondence from the University will be forwarded to students’ Bond email account and must be monitored by the student. To access these services, log on to the Student Portal from the Bond University website as www.bond.edu.au
| Academic unit: | Bond Business School |
|---|---|
| Subject code: | HRTM12-203 |
| Subject title: | Rooms Division Management |
| Subject level: | Undergraduate |
| Semester/Year: | September 2019 |
| Credit points: | 10.000 |
| Timetable: | https://bond.edu.au/timetable |
|---|---|
| Delivery mode: | Standard |
| Workload items: |
|
| Attendance and learning activities: | Attendance at all class sessions is expected. Students are expected to notify the instructor of any absences with as much advance notice as possible. In addition to the content covered in the topic schedule, industry guest speakers and hotel site visits may take place as part of the curriculum, subject to industry member availability. Students will be advised of these activities by the start of Week 2 of the semester. |
| Prescribed resources: | Books
|
|---|---|
| iLearn@Bond & Email: | iLearn@Bond is the online learning environment at Bond University and is used to provide access to subject materials, lecture recordings and detailed subject information regarding the subject curriculum, assessment and timing. Both iLearn and the Student Email facility are used to provide important subject notifications. Additionally, official correspondence from the University will be forwarded to students’ Bond email account and must be monitored by the student. To access these services, log on to the Student Portal from the Bond University website as www.bond.edu.au |
Enrolment requirements
| Requisites: |
Nil |
|---|---|
| Assumed knowledge: |
Assumed knowledge is the minimum level of knowledge of a subject area that students are assumed to have acquired through previous study. It is the responsibility of students to ensure they meet the assumed knowledge expectations of the subject. Students who do not possess this prior knowledge are strongly recommended against enrolling and do so at their own risk. No concessions will be made for students’ lack of prior knowledge.
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| Restrictions: |
Nil |
Assurance of learning
Assurance of Learning means that universities take responsibility for creating, monitoring and updating curriculum, teaching and assessment so that students graduate with the knowledge, skills and attributes they need for employability and/or further study.
At Bond University, we carefully develop subject and program outcomes to ensure that student learning in each subject contributes to the whole student experience. Students are encouraged to carefully read and consider subject and program outcomes as combined elements.
Program Learning Outcomes (PLOs)
Program Learning Outcomes provide a broad and measurable set of standards that incorporate a range of knowledge and skills that will be achieved on completion of the program. If you are undertaking this subject as part of a degree program, you should refer to the relevant degree program outcomes and graduate attributes as they relate to this subject.
Subject Learning Outcomes (SLOs)
On successful completion of this subject the learner will be able to:
- Describe the key components of service quality and service recovery theory in a guest experience context across all rooms-related departments of an accommodation business.
- Process guest reservations and manage room bookings efficiently through a property management system.
- Perform guest check-in and check-out procedures using a property management system.
- Conduct front-office accounting tasks including posting room charges, maintaining guest accounts and settling accounts upon departure.
- Perform various housekeeping related tasks, including logging and reviewing room maintenance requests.
- Calculate and interpret operating statistics and ratios used to assess the performance of the Rooms Division.
- Describe the key safety and security issues relevant to hotels and resorts and how they influence the operation of the Rooms Division.
Generative Artificial Intelligence in Assessment
The University acknowledges that Generative Artificial Intelligence (Gen-AI) tools are an important facet of contemporary life. Their use in assessment is considered in line with students’ development of the skills and knowledge which demonstrate learning outcomes and underpin study and career success. Instructions on the use of Gen-AI are given for each assessment task; it is your responsibility to adhere to these instructions.
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Assessment details
Type Task % Timing* Outcomes assessed Paper-based Examination (Closed) Comprehensive Final Examination. 35% Final Examination Period 1,6,7 *Laboratory Skills Test Computer skills test in using the Micros OPERA Property Management system. 15% Week 6 1,2,3 Written Report Report on factors influencing the guest’ experience and service quality evaluations in an accommodation business. 20% Week 9 1 *Laboratory Skills Test Computer skills test in using the Micros OPERA Property Management system. 20% Week 11 2,3,4,5 *Class Participation In-class online activities about required readings and tasks 10% Ongoing 1,2,3,4,5,6,7 - * Assessment timing is indicative of the week that the assessment is due or begins (where conducted over multiple weeks), and is based on the standard University academic calendar
- C = Students must reach a level of competency to successfully complete this assessment.
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Assessment criteria
Assessment criteria
High Distinction 85-100 Outstanding or exemplary performance in the following areas: interpretative ability; intellectual initiative in response to questions; mastery of the skills required by the subject, general levels of knowledge and analytic ability or clear thinking. Distinction 75-84 Usually awarded to students whose performance goes well beyond the minimum requirements set for tasks required in assessment, and who perform well in most of the above areas. Credit 65-74 Usually awarded to students whose performance is considered to go beyond the minimum requirements for work set for assessment. Assessable work is typically characterised by a strong performance in some of the capacities listed above. Pass 50-64 Usually awarded to students whose performance meets the requirements set for work provided for assessment. Fail 0-49 Usually awarded to students whose performance is not considered to meet the minimum requirements set for particular tasks. The fail grade may be a result of insufficient preparation, of inattention to assignment guidelines or lack of academic ability. A frequent cause of failure is lack of attention to subject or assignment guidelines. Quality assurance
For the purposes of quality assurance, Bond University conducts an evaluation process to measure and document student assessment as evidence of the extent to which program and subject learning outcomes are achieved. Some examples of student work will be retained for potential research and quality auditing purposes only. Any student work used will be treated confidentially and no student grades will be affected.
| Type | Task | % | Timing* | Outcomes assessed |
|---|---|---|---|---|
| Paper-based Examination (Closed) | Comprehensive Final Examination. | 35% | Final Examination Period | 1,6,7 |
| *Laboratory Skills Test | Computer skills test in using the Micros OPERA Property Management system. | 15% | Week 6 | 1,2,3 |
| Written Report | Report on factors influencing the guest’ experience and service quality evaluations in an accommodation business. | 20% | Week 9 | 1 |
| *Laboratory Skills Test | Computer skills test in using the Micros OPERA Property Management system. | 20% | Week 11 | 2,3,4,5 |
| *Class Participation | In-class online activities about required readings and tasks | 10% | Ongoing | 1,2,3,4,5,6,7 |
- * Assessment timing is indicative of the week that the assessment is due or begins (where conducted over multiple weeks), and is based on the standard University academic calendar
- C = Students must reach a level of competency to successfully complete this assessment.
Assessment criteria
| High Distinction | 85-100 | Outstanding or exemplary performance in the following areas: interpretative ability; intellectual initiative in response to questions; mastery of the skills required by the subject, general levels of knowledge and analytic ability or clear thinking. |
|---|---|---|
| Distinction | 75-84 | Usually awarded to students whose performance goes well beyond the minimum requirements set for tasks required in assessment, and who perform well in most of the above areas. |
| Credit | 65-74 | Usually awarded to students whose performance is considered to go beyond the minimum requirements for work set for assessment. Assessable work is typically characterised by a strong performance in some of the capacities listed above. |
| Pass | 50-64 | Usually awarded to students whose performance meets the requirements set for work provided for assessment. |
| Fail | 0-49 | Usually awarded to students whose performance is not considered to meet the minimum requirements set for particular tasks. The fail grade may be a result of insufficient preparation, of inattention to assignment guidelines or lack of academic ability. A frequent cause of failure is lack of attention to subject or assignment guidelines. |
Quality assurance
For the purposes of quality assurance, Bond University conducts an evaluation process to measure and document student assessment as evidence of the extent to which program and subject learning outcomes are achieved. Some examples of student work will be retained for potential research and quality auditing purposes only. Any student work used will be treated confidentially and no student grades will be affected.
Study Information
Submission procedures
Students must check the iLearn@Bond subject site for detailed assessment information and submission procedures.
Policy on late submission and extensions
A late penalty will be applied to all overdue assessment tasks unless an extension is granted by the subject coordinator. The standard penalty will be 10% of marks awarded to that assessment per day late with no assessment to be accepted seven days after the due date. Where a student is granted an extension, the penalty of 10% per day late starts from the new due date.
Academic Integrity
University’s Academic Integrity Policy defines plagiarism as the act of misrepresenting as one’s own original work: another’s ideas, interpretations, words, or creative works; and/or one’s own previous ideas, interpretations, words, or creative work without acknowledging that it was used previously (i.e., self-plagiarism). The University considers the act of plagiarising to be a breach of the Student Conduct Code and, therefore, subject to the Discipline Regulations which provide for a range of penalties including the reduction of marks or grades, fines and suspension from the University.
Bond University utilises Originality Reporting software to inform academic integrity.Feedback on assessment
Feedback on assessment will be provided to students within two weeks of the assessment submission due date, as per the Assessment Policy.
Accessibility and Inclusion Support
If you have a disability, illness, injury or health condition that impacts your capacity to complete studies, exams or assessment tasks, it is important you let us know your special requirements, early in the semester. Students will need to make an application for support and submit it with recent, comprehensive documentation at an appointment with a Disability Officer. Students with a disability are encouraged to contact the Disability Office at the earliest possible time, to meet staff and learn about the services available to meet your specific needs. Please note that late notification or failure to disclose your disability can be to your disadvantage as the University cannot guarantee support under such circumstances.
Additional subject information
As part of the requirements for Business School quality accreditation, the Bond Business School employs an evaluation process to measure and document student assessment as evidence of the extent to which program and subject learning outcomes are achieved. Some examples of student work will be retained for potential research and quality auditing purposes only. Any student work used will be treated confidentially and no student grades will be affected.
Subject curriculum
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Introduction to the role of the Rooms Division in the Accommodation Industry
Subject overview and assessment expectations are outlined. This topic also provides an introduction to the accommodation industry and outlines the scope of the ‘rooms division’.
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Service Quality and Service Recovery for Guest Experiences
The key components of a quality guest service experience are considered using a service quality management framework. Guest expectations are analysed and service recovery processes are outlined to manage difficult service situations to minimise guest dissatisfaction.
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Property Management Systems
The role and applications of property management systems in an accommodation business are considered.
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Guest Reservations and Arrival Procedures
The guest reservation process is described and implemented for both individual and group bookings. Arrival/check in procedures are also discussed along with the typical scenarios which accommodation staff must manage through these processes.
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Forecasting Occupancy and Maximising Room Revenue
To provide high quality guest service, an accommodation business must know how many guests to expect! Occupancy forecasting techniques will be explained along with the role of demand forecasts in maximising accommodation revenues.
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Room Rates and Upselling
An overview of room rate types will be presented along with discussion of the issues considered by hoteliers when setting room rates. The skills required to up-sell hotel services will also be discussed.
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Managing Distribution Partnerships
Accommodation businesses distribute their room inventory through a variety of channels. Strategies used to manage their complex distribution channels will be explained.
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The Role of Housekeeping
The fundamental role of housekeeping services will be considered along with its impact on the guest service experience. Management systems associated with running an effective housekeeping department will be explained.
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Guest Accounts and Check-Out Procedures
Management of the guest check-out process and associated billing and guest accounts procedures will be discussed.
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Night Audit and Reports Management
Night audit is an essential function in an accommodation business which closes off the days’ trading and reconciles guest transactions. A range of management reports used to improve the efficiency of rooms division across all phases of guest cycle will be explored.
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Safety, Security and Legal Issues in Accommodation
Guests expect an accommodation operator to provide a safe and secure environment for their stay. At the same time, the business must meet a number of legal obligations. A range of ‘at risk’ safety and security scenarios will be considered, and solutions offered to minimise the risk of problems arising.