HCM 605 - Hotel Administration

1. Develop an organizational chart depicting the functional relationship among hotel divisions and departments
   1. Explain the organizational chart dividing the divisions into different categories
   2. Apply the concepts of the organizational chart to a plan
2. Explain the function and operation of the various systems, forms, equipment, and computer applications found in the front office
   1. Demonstrate computer usage in front office
   2. Apply computer forms to use in various hotels
3. Construct an efficient reservation system which records crucial information while avoiding problems in processing various types of reservations
4. Develop a checklist for taking reservations
   1. Explain the reservation system used by various hotels 
5. Construct a registration system that helps ensure a hotel’s profitability while meeting the needs of guests by using effective guestroom sales techniques and efficient credit establishment procedures
   1. Develop a system to implement procedures between sales and registration
   2. Explain guest needs and credit procedures
6. Develop an efficient communication system to operate within the front office, and between the front office and departments such as housekeeping and maintenance
   1. Prepare checklist for housekeeping and maintenance initiated by front office
   2. Solve and utilize problems of communication in front office
7. Develop procedures regarding hotel safety and security, with particular emphasis on key control and emergencies
   1. Organize security scenario procedures
   2. Prepare checklist of procedure to follow during an emergency situation
   3. Assess eviction scenarios and procedures
   4. Evaluate the signs of human trafficking and means of prevention
8. Develop procedures for handling complaints
   1. Prepare a checklist on how to handle different types of complaints
   2. List several different means in solving complaints
9. Follow basic hotel accounting procedures ranging from posting accounts to conducting cash and check transactions at the front desk
   1. Prepare checklist for basic accounting procedures
   2. Implement the accounting procedure in a mock setting
10. Evaluate check-out and settlement procedures
    1. Explain different process used by various hotels on checking out
    2. Analyze procedures and compare from one hotel to another
11. Perform the steps involved in the night audit process
    1. Demonstrate through “Job Shadowing” all steps in night auditing
    2. Solve problems that might occur
12. Develop check-out and settlement procedures
    1. Explain different process used by various hotels on checking out
    2. Evaluate procedures and compare from one hotel to another
13. Follow check-out and settlement procedures
    1. Evaluate check-out procedures to see if this is the most efficient use of time
    2. Analyze settlement procedures to begin profit/loss statement
14. Analyze statistics relevant to establishing room rates, forecasting room availability, budgeting for operations, and evaluating front office operations
    1. Summarize, through reports, all business operations of a hotel
    2. Justify business reports to instructor
    3. Interpret STAR reports as tools of revenue management
15. Explain the important elements of recruiting, selecting, orientating and training front office employees
    1. Construct training programs for all the different departments
    2. Apply the training program on a mock basis to evaluate its effect