Thamassat University

Thamassat University

Course Outline

Course Title: Hotel Management

Course Instructors: Professor Dr. Jeffrey M. Wachtel, CHRE

Days Wednesdays, 13:00 to 17:00

Course Description:

This course focuses on the management techniques appropriate for operation of international hospitality and hotel management organizations. This course is based on the research and management techniques for quality service as well as the principles of international quality standards.

Course Objectives:

On completion of this course, students will be able to achieve the following objectives commensurate with studies at the Master level:

1. Demonstrate an understanding of the diversity of operational management issues common in the hospitality and hotel industries.

2. Understand and devise solutions for the common challenges in provision of service and management of service quality in international and hotel management.

3. Understand the management of hotel, food and beverage management and operations, convention, recreation, and entertainment as well as yield management.

4. Understand the importance of organizational models, not only in the context of organizations in the hospitality and hotel industries, but as a universal concept in management.

5. Conceptualize the frameworks necessary for hotel operations through case studies and reports.

Course Delivery Style:

Pedagogy (e.g., Lecture, lab): Course Delivery Style:

1. Lecture, Power Point Presentations, Socratic Method, Video Case Studies and Brainstorming, Written Case Studies, Skill Development Exercises.

2. Interactive discussion in large and small groups

3. Student controlled learning through secondary research of current issues

4. Participation through presentation as a learning method.

5. Team project preparation, investigation culminating in a team written report.

Instructional Media: Textbook, handouts, video, Power Point, white board.

Recommended Textbooks:

q Hotel and Motel Management and Operations, 4th Edition
William Gray, Salvatore Liguori, 0130990892, Pearson Mar 2003, 412 pages

q Gee, Chuck Y. (1994) International Hotel Management:. Michigan: Educational Institute of the American Hotel & Motel Association.

Optional Textbook:

q Yu, Lawrence & Yu, Larry. (1999) The International Hospitality Business: Management and Operations. London: The Haworth Press, Incorporated.

Recommended Readings:

q Gee, Chuck Y. (1997) International Tourism: A Global Perspective. Michigan: Educational Institute of the American Hotel & Motel Association. (68-92)

q Lewis, R. (1990). ‘Why guests complain?’ The Cornell Hotel and Restaurant Administration Quarterly. Reprinted in D.G. Rutherford (1990). Hotel Management and Operations. Singapore: Van Nostrand Reinhold.

q Open Your Own Bed & Breakfast, 4th Edition, Barbara Notarius, Gail Sforza Brewer
ISBN: 0-471-37399-0, Wiley,Paperback, 336 pages, May 2001

q Olsen, M., West, J. and Tse E.C. (1998). Strategic Management in the Hospitality Industry. Canada: John Wiley & Sons.

q Powers, T. and Barrows, C.W. (1999). Introduction to the Hospitality Industry (4^th ed.). USA: John Wiley & Sons.

q Wachtel, Jeffrey M. (1984) "Marketing or Sales, Some confusion in the Hospitality Industry." International Journal of Hospitality Management, Vol. 3, No. 1, pp. 38-40.

q Wachtel, Jeffrey M. (1984). "Marketing Entropy." Cornell Hotel and Restaurant Administration Quarterly, vol. 24, No. 4, pp. 8-10.

q Wachtel, Jeffrey M. (Winter, 1980) "Transactional analysis training for the travel industry." Annals of Tourism Research:Special Issue, Management of Tourism, vol. 7, No. 3, pp. 455-471.

q Wachtel, Jeffrey M. "Marriott Corporation: A Strategic Management, Case Study." in Rue, Leslie W. & Holland, Phyllis G. Strategic Management:Concepts and Experiences, New York: McGraw-Hill, 1986, p.526-545.

q Wachtel, Jeffrey M. "Using T.A. to keep things OK." Hotel and Motel Management Journal, April, 1978.

Wk	Dates	Topic Discussed	.
1	Jan 12	Introduction to the Course, Personal Introductions, Hotel Overview and Structure, SERVQUAL, Management Style Introduction Exercise, Team Formation and Teambuilding	Discussion Hotel Visitation Assignment
2	Jan 19	Hotel Overview and Structure, Servqual, Management Style Introduction Exercise, Team Formation and Teambuilding Overview of the International Hospitality Industry (IHB), Hot Topics q Organization Meetings for Field Trip and Guest Speaker Panel Projects (Six Randomly Created Teams)	Read Text and Read TA Article
3	Jan 26	Overview Continued, Servqual, Management Style Continued, Team Building Experiential Exercises, Moon Ball, Blind Fold, Hot Topics	Read Text and Read TA Article
4	Feb 2	Psychology for Hotel Managers and Associates (TA) q Ethics for Hotel Managers
5	Feb 9	q Class	Hotel Visitation Assignment Due to Team 1
6	Feb 16	Class

7	Feb 21	Royal Orchid Sheraton Team 1 Field Trip (took place of 24/2 class.
8	Mar 2	q Class, Hot Topics, First Interstate Hotels, Customer Service, Leadership Theories for Hotel Managers
9	Mar 9	q Class, Panel of Speakers for Food & Beverage Departments or Field Trip
10	Mar 16	q Class, Hot Topics
11	Mar 18	q Overnight Field Trip to Resort Hotel (Takes Place of April 6^th Class)
12	Mar 23	q Class or Field Trip or Panel
13	Mar 30	Class or Field Trip or Panel

14	20/4	Class
15	27/4	Class
	5/4	Final Examination

Topics Covered in the Course (Based on the progress of the course some of the topics to be covered are listed below. Additional topics may be added and some topics may not be covered due to priority of other topics or coverage by team activities):

Corporate Strategy for International Hotel Investment and Development, and agreements

Hotel Development Strategies

q Hotel Development and Design

Hospitality Management Operations (part 1)

Hospitality Management Operations (part 2)

Commercial Hotels, Airport Hotels, Suite Hotels, Extended Stay Hotels, Residential Hotels, Resort Hotels, Bed and Breakfast Hotels, Time-Share and Condominium Hotels, Casino Hotels,Conference Centers, Convention Hotels, Alternative Lodging Properties, Backpacker Hotels, Spa Hotels

Planning and Evaluating Operations, Management Functions, Planning, Organizing, Coordinating, Staffing, Leading, Controlling, Evaluating,

Evaluating Operations: Daily Operations Report, Occupancy Ratios, Rooms Revenue Analysis, Hotel Income Statement, Rooms Division Income Statement, Rooms Division Budget Reports,Operating Ratios,Ratio Standards

Managing Human Resources: Recruiting, Selecting, Selection Tools,Evaluating Applicants, Interviewing, Hiring, Job Offers, Processing Personnel Records, Orienting, Skills Training, Staff Scheduling, Staff Motivation, Training, Cross-Training, Recognition,, Communication

Attendance of 80% of class time (before and after breaks) is required to be eligible for taking final examination for this course. This rule will be strictly adhered to with no exception unless allowed by the course coordinator or instructor. Attendance may be taken both before and after break or, alternatively by use of class case or small group participation group paper attendance. Points are earned each class and added up on an excel spread sheet.

The class will be organized into six teams. Although teams may change the content of the following, it is suggested that the teams create and organize the following activities:

Team 1: First Bangkok Hotel Visitation and Tour with Emphasis on the Front of the House Organization and Processes including Front Office (Reservations, Desk, Bell/Concierge), Housekeeping, Engineering.

Team 2: First Panel of Speakers: Panel topics to be created and speakers to be invited according to theme selected. Examples: Inviting four or five Security Managers to discuss the new security concerns of international hotels or having a theme of International Hotel Corporate Financial Control with invitation to four corporate regional controllers or CFOs. Similarly, this could be done with operations at the corporate or hotel department level. The team may suggest other formats as creativity in panel subject and questions is valued.

Team 3: Second Bangkok Hotel Visitation and Tour with Emphasis on Staff Support Departments of Human Resource Management, Marketing and Sales, Accounting, Security as well as Food and Beverage.

Team 5: Third Panel of Speakers or Tour and visit with speakers of Corporate Office of International Hotel Chain.

Team 6: Overnight Stay and Guest Test: Organization of and overnight hotel visitation either in Bangkok or within a 1-3 hour radius of Bangkok. Assignment should include an assignment that conducts some form of research which is valuable to the hotel management such as a “Guest Test” by each participant or a survey of in-house regular guests. Emphasis should be on General and Resident Management.

Each team will create a learning assignment for their activity. The team will collect and reasonably evaluate the assignment. The instructor will review the evaluation and have the right to make adjustments but will generally trust the teams to be reasonable both in the assignment given and with its evaluation.

Each student is asked to scan periodicals, online data bases, or the internet for articles they think are “hot topics” for hotel managers. On the due date they should make copies of the article for their team and one to hand in to the instructor. The teams will use nominal group technique to rate the articles. The student should be prepared to make a 2 minute informal presentation to their team explaining the article. The Individual Hotel Visitation Paper is a short observational paper that evaluates a visit, early in the course, to a hotel lobby and the hotel’s public space.

Examination with a variety of types of questions about the course content to the date of the examination.

Team Departmental Assignment Paper and Final Presentation or Final Examination (if required) 20% See Below

Explain the services provided in a given department of an international hotel. Compare and contrast their practices with the dimensions of service quality.

a. Review related literature as to give the background of relevant theoretical frameworks. This may include frameworks or issues relevant to services provided in international hotels, service standards, service quality, product positioning, competitive advantage etc. Please reference the materials used appropriately.

a. You are required to interview & observe closely the practices of staff in a particular department in a selected international hotel. Report your data in details

a. Compare and contrast your observation with the theoretical frameworks reviewed in your literature. Analyze why they are (or are not) relevant.

Criterial	Total Marks
Literature Review Is the literature review an evidence of the students’ sufficient reading & analysis on the given topic?	40
Interview & Observation Do students give sufficient details on the practices of the department and the international hotel?	40
Analysis Do students relate hospitality practices observed to appropriate theoretical frameworks? Is the students’ analysis sufficient, reliable, and convincing?	50
Formatting Does the report have the format as specified? Do students use correct referencing techniques and styles?	20
Oral Presentation: Powerpoint The team is able to demonstrate the understanding of the topic researched and is able to present useful information to the class as well as answer questions or respond to the critiques from the course lecturers.	50
Total (20% of Final Grade)	200

Students must reference the materials used properly. Theories, concepts, data, or information taken or extracted from other sources must be properly cited in the bibliography section. Failing to do so will result in penalty of not receiving any marks in that particular assignment or researched report.

Please fill out and attach a copy of the Honor Statement Below to each assignment.

I certify that I am the author of this paper, and that any assistance I received in its preparation has been fully acknowledged and disclosed in the paper. I have cited any sources from which I used ideas, data, or words and labeled as quotations any directly quoted phrased or passages as well as providing proper documentations and citations. This paper was prepared by me, specifically for this class and for this assignment.

Course Outline

Wk

Topic Discussed

.

Introduction to the Course, Personal Introductions, Hotel Overview and Structure, SERVQUAL, Management Style Introduction Exercise, Team Formation and Teambuilding

Hotel Overview and Structure, Servqual, Management Style Introduction Exercise, Team Formation and Teambuilding Overview of the International Hospitality Industry (IHB), Hot Topics

Overview Continued, Servqual, Management Style Continued, Team Building Experiential Exercises, Moon Ball, Blind Fold,

Psychology for Hotel Managers and Associates (TA)

Royal Orchid Sheraton Team 1 Field Trip (took place of 24/2 class.

Class or Field Trip or Panel