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MGT 307

by: Alethea Hanson

MGT 307 MGT 307

Alethea Hanson

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About this Document

This is the Syllabus.
Hotel Management
Andrew Coggins
Class Notes




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This 12 page Class Notes was uploaded by Alethea Hanson on Sunday September 11, 2016. The Class Notes belongs to MGT 307 at Pace University - New York taught by Andrew Coggins in Fall 2016. Since its upload, it has received 6 views. For similar materials see Hotel Management in Business at Pace University - New York.


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Date Created: 09/11/16
HOTEL MANAGEMENT The Lubin School of Business  FALL 2016 Course Number: MGT 307   CRN: 70120 Class Meetings: Monday 6:10 – 9:00 pm Classroom: CIVIC W­618 Instructor Information: Andrew Coggins, PhD Office: W-474 NYC/ GOLDSTEIN 201 PLV Phone: 212-618-6416 Email: Office Hours: NYC – Monday 2:55 pm – 4:25 pm, Tuesday 11:30 am – 3:30 pm, Wednesday 11:30 am – 12:05 pm, and by arrangement PLV – By arrangement ______________________________________________________________________ ________ Please Note:  While every effort has been made to ensure this course syllabus is final, unforeseen  requirements, commitments and other conditions may require that it be revised or adjusted.  You will be  notified of such changes __________ REQUIRED MATERIAL:  Check-In Check-Out Managing Hotel Operations, 9 thEdition. Vallen, G.K. & Vallen, J.J., Pearson Prentice Hall, ISBN-13 978-0-13-270671-1 (2013). COURSE DESCRIPTION This course examines the role of management in the hotel industry. The basic managerial functions of planning, organizing, and controlling will be examined. Special attention will be given to the issues of staff planning and scheduling, productivity analysis, international standards and practice, and policy formulation. 1 COURSE OBJECTIVES On completion of this course, the student is expected to know: 1. How individual hotels are organized. 2. The role of individual departments and their relationship with other departments. 3. Revenue structure, cycle, and management. 4. Identify the marketing segments as it related to the itinerary 5. Hotel industry vocabulary and terms. 6. Special considerations for Resort Management On completion of this course, the student is expected to be familiar with: 1. Current issues in Hotel Management 2. The structure of the Hotel Industry - Ownership structure - Role in Hospitality and Tourism - Global Brand Management 3. Human Resource Management issues - Recruitment - Training & Development - Retention & Succession Planning YOUR GRADE Grades will be calculated as follows: 20% Class participation and Activities 30% Group Project 50% Written 50% Presentation 50% 2 Exams (1) Exam 1 50% (2) Exam 2 50% Exams will be multiple choice or short answer and will cover the untested topics covered up to that point. Presentations will be evaluated on the basis of content and delivery. Grade Presentations Written Work A+ 98 Well rehearsed, Excellent coverage of A 92.5 spontaneous subject. Shows insight A- 89.5 presentation. of issues & Excellent graphics & implications. Well group participation. integrated text. No High creativity. Well language/grammar covered, integrated errors. Source material. Flexibility tomaterials properly adjust to time referenced. constraints B + 86.5 Very good graphics & Covers subject well. B 82.5 group participation. Shows good B- 79.5 Stay within time limit. understanding of Creative. Logical flow. concepts. Few Covers material. language/grammar Smooth flowing errors. presentation. Some reading of material. structured report. C+ 76.5 Average graphics. Fair Page numbers & Table C 72.5 group participation. of Contents missing. C- 69.5 Slightly over time Adequately covers limit. Fails to cover subject but lacks some minor portions depth. Numerous of material. language/grammar Presentation read. errors. D+ 66.5 Poor graphics & little References missing. D 59.5 group participation. Irrelevant sections Presentation does not lifted directly from cover material, does Internet. Does not not flow smoothly. cover some of Exceeds time limit by material. Unexcused minutes. late submission. Unrehearsed. F below 59.5 NO SHOW. Grossly Does not cover most 3 exceeds time limit. of material. Unprepared. Does not cover most of material. NOT SUBMITTED or MORE THAN ONE WEEK LATE. Group Project: Global Brand Management Working in groups of three to five, students will examine two hotel brands from a global perspective. Using the Marriott, Ritz Carlton, Renaissance, Hilton, Hyatt website groups will examine two hotels each from three of the following geographical areas (2 Brands, 3 Hotels each, 6 Hotels TOTAL): Europe North America (U.S. & Canada) South America (Mexico, Central America, South America) Asia Australia/New Zealand AND two each from two of the following resort areas (2 Brands, 2 Hotels each, 4 Hotels TOTAL): Caribbean Hawaii Indian Ocean Southeast Asia Oceania (Tahiti, Fiji, etc.) Groups should select hotels from different brands but within the same category, i.e. Courtyard, Ritz Carlton, Renaissance, or J.W. Marriott etc. and city hotels or business hotels or resort hotels. You should use the same brands for your resort comparisons. Based on the information provided by the web site, Groups should compare the hotels and resorts on the following basis: Who is the market? Is it the same or are there differences, obvious or subtle? What are the price points? What is pictured for each hotel? What are the similarities between the hotels and what are the differences? Based on the above, in your opinion how is the Brand managing its global strategy? One size fits all Tailoring the product to each situation Or some type of hybrid approach What are the special considerations for Resort Management? How are they different from Hotel Management? 4 How are they similar to Hotel Management? Each individual or group will be responsible for: 1. Researching their topic. 2. Adhering to the above deadlines for submission. 3. Presenting their report to their fellow class members The goal of the project is to acquaint students with the global nature of the hotel and resort industry and some of the challenges involved. Groups will present a summary of their findings in a 30 minute (20 minutes present/10 minutes Q&A) presentation during the last class session. Written findings will be due by 6:00 pm Monday December 19, 2016. Group members who do not do their share of work may be fired by the other group members. Fired group members are still responsible for submitting a project! Attendance Policy (20%):  Make every effort to be on time and attend every class. If you are  unable to attend class, please email your professor prior to class and explain the reason for the  absence.  You are responsible for any materials covered in the class.  Therefore, you need to  have a class “buddy” who will be willing to share notes, etc.  It is not the responsibility of the  professor to repeat everything that the student misses when the student is not able to attend  class for any reason. GRADE SCALE A   = 92.5 ­ 100 A­  = 89.5 ­ 92.4  B+ = 86.5 ­ 89.4  B   = 82.5 ­ 86.4 B­ = 79.5 ­ 82.4  C+= 76.5 ­ 79.4  C  = 72.5 ­ 76.4  C­ = 69.5 ­ 72.4  D+ = 66.5 ­ 69.4 D  = 59.5 ­ 66.4 F = 59.4 5   COURSE CALENDAR – FALL 2016 Class meets Mondays 6:10 – 9:00 pm in CIVIC W510 Last Class Monday December 19, 2016 SCHEDULE WILL BE ADJUSTED AS GUEST SPEAKERS & SITE VISITS ARE FINALIZED th Text: Vallen, G.K. & Vallen J.J.,  Check­In Check­Out: Managing Hotel Operations. 9     Ed., Pearson Prentice Hall, 2013 I. PRODUCT A. MACRO Level – The INDUSTRY Week 1 12 Sep 16 Introduce Professor & Class Members, Group Assignment Week 2 19 Sep 16 1.Chapter 1 The traditional Hotel Industry a. Understanding the Hotel Business  (1) Service Culture; A Cyclical Industry; How Hotels Count &  Measure; Special Characteristics of the Hotel Business b. Traditional Classifications (1) Size; Class; Type; Plan; Variations on Themes Week 3 26 Sep 16 2.Chapter 2 The Modern Hotel industry a. New Product Patterns (1) Segmentation, Brand, & Image; Product Segments; Mixed­use   Projects & Other Hotel Segments b. New Market Patterns (1) Marketing to Individual Guests (2) Marketing to Groups c. New Ownership Patterns New Management Patterns (1)State of the Industry (2) Ownership & Financing Alternatives d. New Management Patterns (1) Hotel Chains (2) Management Contracts & Management Companies B. MICRO Level­ INDIVIDUAL HOTELS IChapter 3 The Structures of the Hotel Industry a. Organizational Structure (1) Ownership 6 (2) The General Manager (3) The Rooms Manager (4) Manager of Guest Services b. Building Structure (1) The Old versus New (2) Numbering for Identification (3) Room Shape & Size (4) Bed & Bath Week 4 3 Oct 16 ROSH HASHANA – NO CLASS Week 5 10 Oct 16 SEATRADE ASIA PACIFIC CRUISE  CONFERENCE NO CLASS – TEAM HOTEL BRAND VISITS II. OPERATIONS Week 6 17 Oct 16 A.Chapter 7 Managing Guest Services 1. Total Quality Management a. TQM in Innkeeping b. Real Components of TQM c. TQM Defined 2. Customer Relations Management a. CRM Denied Case b. Measuring Guest Services c. Americans with Disabilities Act d. Complaints B.Chapter 8 Arrival, Registration, Assignment, & Rooming 1. Arrival 2. Registration a. Walk­ins b. Registered, Not Assigned c. Waiting Lines d. The Registration Card 3. Assignment a. No­smoking Rooms b. Pets c. The Assignment Process d. Did Not Stay e. Establishing Credit & Identity 4. Rooming the Guest a. The Uniformed Services b. Rooming Slips c. Arriving at the Room 7 d. Green Hotels Week 7 24 Oct 16 III.              MONEY & REVENUE A. Reservations & Room Management 3.Chapter 5 Global Reservations Technologies a. Global Distribution (1) Seamless Connectivity (2) Application Service Providers (3) Traditional Reservation Channels (4) Other Trends in Electronic Reservations b. Automated Revenue Management Systems (1) The Yield Management Revolution (2) Automated yield Management Systems 4.Chapter 6 Individual Reservations & Group Bookings a. Components of the Reservation (1)Automated Phone Systems (2) Information Contained in the Reservation (3) Reservation Information Flow (4) Reservation Coding b. Convention & Tour Group Business (1)The Group Rooms Contribution (2) Segments of Group Business (3) Booking the Convention (4) Negotiating Convention Rates (5) Handling Tour group Reservations TEST 1 Distributed  Week 8 31 Oct 16 HAPPY HALLOWEEN! 1.Chapter 9 – Role of the Room Rate a. Room Rate’s Impact on Guest Demand (1) Hotel room demand (2)Discounts off the Rack Rate (3) Additional Rate Factors (4) Time is Money 2.Chapter 4 Forecasting Availability & Overbooking TO 26 NOV a. Forecasting Available Rooms (1) The Simple, Unadjusted Room Count i. Adjusted Room Count 8 (2) Overbooking i. The Perfect Fill ii. Reservations are Legal Contracts iii. Minimizing the Overbooking Problem Week 9 7 Nov 16 B. THE HOTEL REVENUE CYCLE 1.Chapter 10 Billing the Guest Folio  a. Sales of Services; Recording Sales; Preparing the Folio; Recording  (accounting) for Each Transaction b. Accounts Receivable (1) Types of Accounts Receivable i. The Folio: The Individual Account Receivable ii. The Folio: The Group Account Receivable iii. Understanding Charges & Credits c. Posting to the Folio (The Account Receivable) (1) Overview of the Billing Procedure i. Recording Charges to Accounts Receivable ii. Recording Credits to Accounts receivable TEST 1 DUE Week 10 14 Nov 16 2.Chapter 11 Credit & the City Ledger a. The City Ledger & Credit Cards (1) Kinds of Credit Cards (2) How the System Works (3) Other Cards b. Other City­Ledger Categories (1) Master Accounts (2) Groups, Packages & Company Sponsored Functions (3) Individual City­Ledger Receivables c. Managing Credit (1)Weighing Costs against Benefits (2) Components of Credit Management (3) Monitoring Credit (4) Collecting Receivables: Billing & Chasing d. Mechanics of the Entry (1) Travel­Agency Records (2) Frequent Guest Programs (3) Electronic Draft Capture Week 11 21 Nov 16 3.Chapter 12 Cash Transactions 9 a. Handling Cash Transactions (1) Cash Paid­Outs (2) Cash Receipts (3) House receipts & Expenses b. The Daily Cashier’s Report (1) Preparing the Cashier’s Report (2) The Income Audit c. Cash & Cash Equivalents (1) Counterfeit Currency (2) Check Cashing Safeguards 4.Chapter 13 The Night Audit  a. The Night Auditor & the Audit (1) The Night Auditor (2) The Audit (3) Posting Room Charges (4) Revenue Verification b. Reconciling Using a Property Management System (1) Interfacing Different Systems ­ Verifying Basic Data ­ Reports from the Night Audit ­ Reports to the Manager c. Reconciling the Audit (1) Proving Room Charges (2) Proving Charges Other Than Rooms Week 12 28 Nov 16 TAKE HOME FINAL EXAM DISTRIBUTED IV.       SECURITY & SUPPORT A. Chapter 14 Hotel Technology (1) Technology in the Guest Room: Historical View i. A Look Back ii. Costs & Benefits iii. Locking Systems (2) Technology in the Guest Room: The New Generation i. Biometric Locking Systems ii. Radio Frequency Identification (RFID) iii. Energy Management & Climate Control Systems iv. Networked Fire Alarm System v. Minibars vi. In­room Safes (3) Communications Systems i. A Brief History of Telephone Service ii. Internet Access 10 iii. Future of Hotel telephones iv. Wake­Up Systems v. Voice Mail (4) Other Technologies i. In­room Entertainment Systems ii. At the Desk iii. Stages in Hotel Technology Week 13 5 Dec 16 Site Visit Make­up Week 15 12 Dec 16 Team Presentations Week 16 19 Dec 16 Team Presentations MONDAY  19 DEC 2016 6:00PM  TEAM PROJECT & TAKE  HOME FINAL EXAM DUE!  ACADEMIC INTEGRITY AND STANDARDS Students are expected to uphold the highest standards of academic honesty and  integrity in all course activities and assignments. It is expected that there shall be no  deception regarding the representation made by the student of her/his preparation,  participation or performance.  Plagiarism is a form of fraud. Proper acknowledgement makes the difference.  Plagiarism is presenting someone else’s work as though it was one’s own. Plagiarism is to present a sequence of words quoted without quotation marks form another writer as  one’s own words; a paraphrases passage from another writer’s work. It is crucial that  acknowledgement of sources be accurate and complete. This includes citations of all  sources on written assignments. For assistance and information on the Pace Policy go to this site: STUDENTS WITH SPECIAL NEEDS Pace University Counseling and Personal Development Center will make appropriate  reasonable accommodations for students with disabilities that are documented.   Professors are specifically prohibited from making any accommodations unless and  until a formal letter from the department is received specifying what accommodations  are requested.  It is at this point that the professor will determine if he/she can make the 11 requested accommodations.  It is the responsibility of the student to present the letter to the professor.  Reluctantly, undocumented requests for accommodations cannot be  made.  To aid in making accommodations, if, when and where appropriate, the formal  letter must be presented during the first week of class. 12


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