General Information
Accommodation Management is an introductory hotel management subject which provides 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 arrival, housekeeping and maintenance services, guest safety and security, through to guest departure. The interactions between the rooms related departments of an accommodation business are explored with respect to their impact on guest service. Students will also develop practical skills required to work in an accommodation business by undertaking training in a leading hotel property management system, Micros OPERA.
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Details
Academic unit: Bond Business School Subject code: HRTM71-203 Subject title: Accommodation Management Subject level: Postgraduate Semester/Year: May 2024 Credit points: 10.000 -
Delivery & attendance
Timetable: https://bond.edu.au/timetable Delivery mode: Standard Workload items: - Forum: x12 (Total hours: 24) - Forum
- Computer Lab: x12 (Total hours: 24) - Computer Lab
- 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. -
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 Learning Management System at Bond University and is used to provide access to subject materials, class 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: | HRTM71-203 |
| Subject title: | Accommodation Management |
| Subject level: | Postgraduate |
| Semester/Year: | May 2024 |
| 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. |
| Prescribed resources: | Books
|
|---|---|
| iLearn@Bond & Email: | iLearn@Bond is the Learning Management System at Bond University and is used to provide access to subject materials, class 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:
- Apply service quality theory to critically evaluate the guests’ experience of an accommodation business.
- Apply service management and service recovery principles to improve guest service experiences in an accommodation context.
- Perform various tasks using a hotel property management system to facilitate the provision of professional service across all stages of the guest life cycle.
- Evaluate operating statistics and ratios used to assess the performance of an accommodation business.
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 Analysis Hotel Guest Review Analysis: Students develop a report which identifies the key positive and negative factors evident in online hotel guest reviews which influence the overall guest experience, applying service quality theory to frame their analysis. 25.00% Week 6 1 Presentation Service Recovery Training Guidelines: Students produce a recorded presentation aimed at training hotel staff how to provide improved guest services and apply relevant service recovery principles to manage guest complaints. 25.00% Week 12 2 Skills Test Property Management System Skills Tests: Students perform a series of tasks to provide efficient guest services using the Micros OPERA property management system. 30.00% Progressive 3 Activity Guest Service Concepts and Accommodation Performance Metrics: Students complete a series of activities/answer questions online to assess their understanding of guest service concepts and associated accommodation performance metrics. 20.00% Progressive 1,2,4 - * 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 |
|---|---|---|---|---|
| Analysis | Hotel Guest Review Analysis: Students develop a report which identifies the key positive and negative factors evident in online hotel guest reviews which influence the overall guest experience, applying service quality theory to frame their analysis. | 25.00% | Week 6 | 1 |
| Presentation | Service Recovery Training Guidelines: Students produce a recorded presentation aimed at training hotel staff how to provide improved guest services and apply relevant service recovery principles to manage guest complaints. | 25.00% | Week 12 | 2 |
| Skills Test | Property Management System Skills Tests: Students perform a series of tasks to provide efficient guest services using the Micros OPERA property management system. | 30.00% | Progressive | 3 |
| Activity | Guest Service Concepts and Accommodation Performance Metrics: Students complete a series of activities/answer questions online to assess their understanding of guest service concepts and associated accommodation performance metrics. | 20.00% | Progressive | 1,2,4 |
- * 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
Bond University‘s Student Code of Conduct Policy , Student Charter, Academic Integrity Policy and our Graduate Attributes guide expectations regarding student behaviour, their rights and responsibilities. Information on these topics can be found on our Academic Integrity webpage recognising that academic integrity involves demonstrating the principles of integrity (honesty, fairness, trust, professionalism, courage, responsibility, and respect) in words and actions across all aspects of academic endeavour.
Staff are required to report suspected misconduct. This includes all types of plagiarism, cheating, collusion, fabrication or falsification of data/content or other misconduct relating to assessment such as the falsification of medical certificates for assessment extensions. The longer term personal, social and financial consequences of misconduct can be severe, so please ask for help if you are unsure.
If your work is subject to an inquiry, you will be given an opportunity to respond and appropriate support will be provided. Academic work under inquiry will not be marked until the process has concluded. Penalties for misconduct include a warning, reduced grade, a requirement to repeat the assessment, suspension or expulsion from the University.
Feedback on assessment
Feedback on assessment will be provided to students according to the requirements of the Assessment Procedure Schedule A - Assessment Communication Procedure.
Whilst in most cases feedback should be provided within two weeks of the assessment submission due date, the Procedure should be checked if the assessment is linked to others or if the subject is a non-standard (e.g., intensive) subject.
Accessibility and Inclusion Support
Support is available to students where a physical, mental or neurological condition exists that would impact the student’s capacity to complete studies, exams or assessment tasks. For effective support, special requirement needs should be arranged with the University in advance of or at the start of each semester, or, for acute conditions, as soon as practicable after the condition arises. Reasonable adjustments are not guaranteed where applications are submitted late in the semester (for example, when lodged just prior to critical assessment and examination dates).
As outlined in the Accessibility and Inclusion Policy, to qualify for support, students must meet certain criteria. Students are also required to meet with the Accessibility and Inclusion Advisor who will ensure that reasonable adjustments are afforded to qualifying students.
For more information and to apply online, visit BondAbility.
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 ‘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 day's 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.