This subject provides an in-depth analysis of the major components of the "rooms division" within a hotel (i.e. front office, guest services, housekeeping, reservations, engineering/maintenance and security). The interaction between this division and the other areas of the hotel are explored with respect to the impact on guest service. The concepts of revenue management and cost containment are explained from a yield management approach.
|Academic unit:||Bond Business School|
|Subject title:||Rooms Division Management|
Delivery & attendance
|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:|| |
|[email protected] & Email:||[email protected] 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
|Restrictions: ?|| This subject is not available to|
This subject is not available as a general elective. To be eligible for enrolment, the subject must be specified in the students’ program structure.
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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 functions of each component of the Rooms Division in hotels & resorts and their role in providing quality guest service
- 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
- Explain the principles of revenue management and cost containment in the accommodation industry and the challenges associated with implementing these practices
- 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 & resorts and how they influence the operation of the Rooms Division
|Class Participation||Class and/or online participation activities linked to required readings.||10%||Ongoing||1, 2, 3, 4, 5, 6, 7, 8.|
|Laboratory Skills Test||Test 1: Rooms Division Overview & OPERA Property Management System skills||15%||Week 6||1, 2, 3.|
|Written Report||Assignment 1: Individual Written Report||20%||Week 9||6.|
|Laboratory Skills Test||Test 2: OPERA Property Management System Skills||20%||Week 11||2, 3, 4, 5, 7.|
|Paper-based Examination (Closed)||Final Examination||35%||Final Examination Period||1, 7, 8.|
- * 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.
|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.|
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Students must check the [email protected] 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.
Policy on plagiarism
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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.
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.
Subject overview and introduction to the accommodation business. Pre-reading of Chapter 1 & Chapter 3 (to p82) is required. There are no computer laboratory classes this week.
Issues that influence service quality and the hotel guest experience will be considered. Readings = Chapters 2 & 7. Additional readings on iLearn.
This class provides a familiarisation with Rooms Division and Property Management. Students will be introduced to Micros OPERA which is a leading property management system used in many major international hotel chains.
An introduction to the role of Property Management systems will be provided. Readings = Reading 3.1 (Woods et al, Chapter 4) on iLearn.
The Basics of Using a Property Management System.
Overview of the reservation and registration process in hotels. Readings = Chapters 6 & 8. Additional readings on iLearn.
Individual Reservations & Guest Check In Procedures.
Revenue Management principles will be introduced as they apply in the accommodation context. Readings = Chapter 4 and Chapter 5 (pp. 151-164). Additional readings on iLearn.
Group Reservations and Arrivals.
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. Readings = Chapter 9. Additional readings on iLearn.
TEST 1: Rooms Division Overview and OPERA PMS Skills.
Strategies used by hotels to manage their complex distribution channels will be discussed. Readings = Chapter 5 (up to p150). Additional readings on iLearn.
Managing Travel Agency Accounts & Room Rates.
Management systems associated with running an effective housekeeping department will be considered. Readings are provided on iLearn.
Housekeeping and Maintenance Monitoring.
Management of the guest check out process and accounting procedures will be discussed. Readings = Chapters 10 & 11. Additional readings on iLearn.
Posting Guest Room Charges & Checking Out Guests.
The process of Night Auditing and Report generation will be introduced. Readings = Chapter 12. Additional readings on iLearn.
Running Reports and OPERA Revision.
Strategies to maintain a safe, secure and legal operating environment will be debated. Readings = Reading 11.1 - Casado (2012), Chapter 10. Additional readings on iLearn.
TEST 2: OPERA PMS Skills.
A range of technologies which are integral to the effective operation of the hotel are introduced. The growing prevalance of technologies in changing the way guests research, book and use hotel services during their stay will also be considered along with other future trends likely to impact the way accommodation businesses operate.Chapter 13 is required reading.
Subject revision will be covered in this class in preparation for the final exam.