STH 211-01
Sustainable Hotel Operations
Spring 2014
Instructor:
E-Mail :
Office:
Office Hours:
Jorge Kosterlytzky, MBA
j_koster@uncg.edu
Bryan 386
by appointment (please email the instructor to make an appointment)
Class Hours:
Mondays, 5:30 pm-8:20 pm Bryan 105
Required Text:
Managing Front Office Operations 8th ed. or 9th ed., by Michael L.
Kasavana & Richard M. Brooks , American Hotel and Lodging
Association (ISBN 978-0-86612-338-9)or ISBN (0133430782)
Recommended Text:
Hotel Front Office Simulation: A Workbook and Software Package
by Sheryl Fried Kline & William Sullivan, Wiley
(ISBN 0-471-20331-9) (Recommend to those who have no experience
with property management system and would like to experience
computerized reservation, C/I, and C/O)
COURSE DESCRIPTION
This class includes an overview of hotel operations. It focuses on the integrated functions of the
front office, housekeeping, engineering, and security departments as well as considering their
roles individually. Students will learn to use manual front office systems and a computerized
property management system.
COURSE OBJECTIVES
At the conclusion of this course students will be able to:
1. Describe how hotels are organized and how functional areas within hotels are classified.
2. Discuss the sales dimension of the reservations process.
3. List the seven steps of the registration process and discuss creative registration options.
4. Identify typical service requests that guests make at the front desk.
5. Explain important issues in developing and managing a security program.
6. Describe the process of creating and maintaining front office accounts.
7. Identify functions and procedures related to the check-out and account settlement process.
8. Discuss typical cleaning responsibilities of the housekeeping department.
9. Summarize the steps in the front office audit process.
10. Apply the ratios and formulas managers use to forecast room availability.
11. Work effectively in teams.
INSTRUCTIONAL METHODS
This course will use mainly lectures to build a foundation of knowledge. Students will be
exposed to and participate in lectures, class discussions, case studies, assigned readings, and
team projects. They will also be introduced to guest speakers.
1
EVALUATIVE MEASURES
Criteria
Student Information Form / Resume
Class Attendance
Exam I, II
Quiz/ Assignment
Mini Presentation
3 Mini Presentation Evaluations +1
Mini Presentation Peer/Self
Evaluation
Team Final Project Paper
Total Possible Points
Max Possible Points
10/20 points @ 1each = 30 points
5 points @ 13 = 65 points
100 points @ 2 = 200 points
20 points @ 12= 240 points
100 points @ 1 = 100 points
10 points @ 4 = 40 points
%
4%
8%
24 %
29 %
12 %
5%
150 points @ 1 = 150 points
825
18 %
100 %
Use Your Semester Total
_______________________ = ? %
825
Grading Scale:
Grade
Percentage
A+
A
AB+
B
BC+
97% to 100%
93% to 96%
90% to 92 %
87% to 89%
83% to 86 %
80% to 82%
77% to 79%
Minimum
Points
800.25
767.25
742.50
717.75
684.75
660.00
635.25
Grade
Percentage
Minimum Points
C
CD+
D
DF
73% to
70% to
67% to
63% to
60% to
Below
602.25
577.50
552.75
519.75
495.00
Below 495.00
76%
72%
69%
66%
62 %
60 %
Attendance & Punctuality
Your attendance and punctuality is expected. Coming to class late, leaving early, or coming and
going during class meeting time is not acceptable behavior. Late arrivals will not be permitted
after scheduled class start times. Do not enter the classroom after the scheduled start time.
You may be asked to leave. There are a variety of activities occurring each week and you must
be present to learn effectively. Any in-class work (e.g. presentation evaluation) or exam that is
missed due to absences cannot be made up and will be assigned a grade of zero.
Each class attendance is worth 5 points. An attendance sheet will be circulated each class
session. Each student must ensure that he or she signs the sheet. Students that fail to do so will
NOT receive credit for attending class. Signing for a student who is not present will result in an
“F” in the course for the student who signs the false signature and an “ F” for the person for
whom the signature is signed if that person was party to requesting the false signature.
No points will be credited for an absence unless legitimate documentation is provided.
Legitimate absences include representing UNCG at university functions or serious illness. Flat
tires, car breakdowns, late buses, oversleeping, or other personal issues will not be accepted
2
as legitimate excuses. Students are expected to report an absence prior to class, or failing prior
notification they shall inform the instructor as soon as possible after class. Documentation must
be provided to prove legitimate absences, such as copies of a doctor’s note or letters from other
professors. Students with legitimate documentation are still expected to turn in assignments on
time or in advance.
*** 8 points are available to reward students who have perfect attendance.
*** If you missed 4 ~6 classes, your grade will be reduced by one grade level.
(e.g. from B+ to C+, from D+ to F)
*** If you missed 7 or more than 8 classes, your grade will be reduced by two
grade levels. (e.g. from A- to C-, from B+ to D+).
Exams
Two (2) exams will be given during the semester on scheduled dates. You will be notified in
class if there must be a change. If the student fails to provide the instructor advanced notification
for an absence on an exam day, then the student will not be allowed to makeup the exam. The
instructor reserves the right to construct a make-up exam different in content/format from the
original exam.
Team Mini Presentation/ Mini Presentation Peer & Self Evaluation
Two or three students will form a team and will be assigned one topic to make a 10-15 minutes
Power Point presentation. Each team is required to prepare a handout and distribute it to the class
on the day of the presentation. Each team is also required to email the Power Point to Mr.
Kosterlytzky (@uncg.edu) the day before the presentation. Each team member will complete a
Peer and Self Evaluation Form (worth 10 points) and turn in the form on the day of the
presentation. Team members who fail to show up on the day of the presentation will receive a
“zero” for the presentation.
Note:
(1) It is important to turn in the peer-self evaluation form on the day of your team
presentation. If you fail to turn in the peer-self evaluation form, you miss the chance to
speak for yourself and you also miss the chance to earn 10 points for completing the
form.
(2) If you have any team member who never shows up on the team meetings or makes no
contribution to your team, your team has the right to vote the person out of your team.
(3) For those who are voted out by their peer team members will make an individual
presentation on 4/28. Their presentation scores are 60 % of their raw scores.
(See Mini Presentation Guidelines posted on Blackboard for details.)
Mini Presentation Evaluations
Every student is required to participate in the evaluation of the presenting teams. Each student
can earn up to a maximum of 10 points by completing the evaluation form. It is therefore
strongly suggested that you not miss any presentations. There will be no make-up for missing the
presentation evaluations even if you have an excused absence.
3
Final Project: Analysis of Hotel Department Management
Teams of three or four students will analyze a hotel department of their choice and write a report.
The team will focus on the following issues: (1) Department’s mission/goals; (2) Organization;
(3) The department’s role during the four stages of the guest cycle; (4) Relationships with other
departments; (5) Management team and career path; (6) Issues/Challenges; (7) Budget & cost
control; (8) Department’s sustainable efforts.
(See Final Project Guidelines posted on Blackboard for details).
BLACKBOARD
Blackboard will be used throughout the semester. Distributions of the chapter lectures, student
grades, on-line assignments, on-line quizzes and other important information/announcements will
be provided through this software. Students are expected to check blackboard frequently and
are responsible for the information provided through this software. Everyone officially
registered for this class is added to Blackboard automatically. https://blackboard.uncg.edu
Students are held responsible for checking their grades on Blackboard frequently. Please e-mail
Dr. Hsieh as soon as you find any questions regarding your grades. No grade change request
will be accepted after a grade had been posted for two weeks.
CLASS COM MUNICATION
Each student is required to obtain a valid UNCG email account for class communication during
the semester. If you have not set up your UNCG email account, please contact the UNCG
Computing Help Desk by phone at 336-256-TECH (8324) or by sending e-mail to
6-tech@uncg.edu. See more information at http://accounts.uncg.edu/
ACADEMIC INTEGRITY
All policies and procedures within this course follow those stated in the published University
Regulations concerning attendance, nondiscrimination policy, academic regulations and
procedures, student rights and student conduct, among others. Students must abide by the Honor
Code of the University of North Carolina Greensboro on all assignments and examinations
related to this course. See more information at
http://studentconduct.uncg.edu/policy/academicintegrity
SPECIAL STUDENTS
If any member of the class feels that he/she has a disability and needs special accommodations of
any nature, I will work with you and the Office of Disability Services to provide reasonable
accommodations to ensure that you have a fair opportunity to perform in this class. Please
advise me as soon as possible of such disability and the desired accommodations. Please also
contact the Office of Disability Services(ODS) at 336-334-5440 for further assistance. See more
information at http://ods.dept.uncg.edu
4
Spring 2014 STH 211 Class Schedule
Class meets on Mondays, Bryan 105
work on the quiz or assignment
WEEK
1
2
DATE
READINGS
1/13
Course Introduction
1/13
The Lodging Industry
Ch 1
1/13
Hotel Organization
Ch 2
1/17
Last Day to drop a course for tuition and fees
refund
Dr. Martin Luther King: No Class
1/20
3
TOPICS
1/20
1/27
1/27
Syllabus
Quiz Ch 1& 2
Front office Operations
PRESENTATIONS/
ASSIGNMENT DUE
(1) Student Information Form &
(2) Resume due
Ch 3
1/27
Syllabus
Assignment: hotel career
4
2/3
Team Forming/Team Activity /Team Contract
2/3
Reservations
Ch 4
2/3
Syllabus
Quiz Ch. 3
5
On-line Quiz Ch. 4 Check Blackboard
2/10
2/10
Exam 1 ( in class exam)
Ch 1-4
2/17
Registration
Ch 5
2/17
Front Office Accounting
Ch 8
2/17
Mini Presentations
Mini 1: Marriott
2/24
Mini Presentations
Mini 2: Hilton
Mini 3: Hyatt International
Mini 4: Heavenly Bed, Turndown service,
Butler Service
2/24
Watch a Video
The Hotel General Manager
2/10
6
7
2/24
Quiz Ch 5, and Ch. 8
On-line Assignment : Reflection of
the Hotel GM. Check Blackboard
5
8
3/3
Mini Presentations
3/3
Check-out and Account Settlement
Mini 5: IHG: Inter-Continental Hotels
Mini 6: Choice Hotels
Ch 9
3/3
9
3/10
Spring Break: No Class
3/10
3/10
10
3/17
Mini Presentations
3/17
STH Advising begins by appointment with your
advisor
The Front Office Audit
3/17
Mini 7: Bed & Breakfast
Mini 8: Time Share
Mini 9: Wyndham Hotels
Ch 11
Syllabus
Quiz Ch 9
11
On-line Quiz Ch 11 Check Blackboard
3/24
3/24
Exam 2 (in class exam)
Ch 5,8,9,11
3/24
12
3/31
Fall Registration begins
3/31
Front Office Responsibility
Security and Lodging Industry
The Role of Housekeeping in Hospitality
Operations
Ch 6
Ch 7
Ch 10
4/7
Revenue Management
Ch 13
4/7
Case Study: Perform, STR Report, Budget Sheet
3/31
13
Start working on the Final Project
Guest Speaker: Carolyn McClennon
4/7
14
4/14
Quiz Ch 6, Ch7, & Ch 10
Your Career in Hospitality and Tourism
Guest Speaker: Melanie Wray (IHG)
Mini Presentations
Mini 10: Ritz Carlton Hotels
Mini 11: Burj Al Arab
4/14
Quiz Ch 13
4/14
15
4/21
Green Engage Program thru IHG
Mini 12: Green Hotels
4/21
Final Project Recap
Final Project Paper Due at 5:30pm
4/21
16
4/28
One-member presentation or No Class
6