HTM 320 Hotel Operations
Management
Hospitality and Tourism Management
San Diego State University
Instructor:
Michael J. Corr
Lecturer
Office: 619.206.7044
Office Hours: after class and by appointment
Email: mcorr@cox.net
Course Description
This course addresses the departmental objectives, property level organization
structures, and components of a hotel’s operating departments. Further, it examines the
property’s internal control resources and procedures and gives the student a general
understanding of the development and management/franchise options for a new
property.
More About the Course
To help conceptualize the concept and skills needed for the course, you will be asked
to:

Identify important roles played by various operating departments, address
concerns and issues and be prepared to discuss and defend solutions for
same

Review the text book, various types of lodging facilities and learn from
industry experts
Address national and regional economic and business dynamics and be
prepared to present relative consequences and effects on the lodging
industry.

Standards and Expectations
You will be expected to:
 Be on time and remain for the entire class
 Contribute to the classroom discussion. Part of your final grade will depend
on participation
 Turn off cell phones, pagers or any electronic device that makes a noise.
 Eating in class is not permitted
 Attend all guest speaker engagements. Attendance for these important
sessions will contribute to your final grade.
 Take notes. Material provided in lectures will be covered on exams. If
you do not attend class you cannot pass this course. It is my practice to
combine my experience with the text in developing lectures. Many exam
questions will not stem from the text!
Course Competencies/objectives
1. Describe the external factors affecting the economic health of the hotel
industry.
2. Identify the three industry service classifications and identify their key
characteristics
3. Identify a number of important roles played by hotel/resort department heads
and state their key objectives
4. Describe patterns of authority and the two most prevalent forms of hotel
organization.
5. Identify the chief departmental responsibilities for the rooms, and food and
beverage departments
6. Describe REVPAR, how it is calculated and why it is a valuable operating
metric
7. Identify and describe the “non operating” departments.
8. Describe the characteristics of a successful revenue management strategy
and how that strategy in deployed into the various distribution channels.
9. Be comfortable with the responsibilities and objectives for a successful sales
discipline. This will include understanding sales strategies, market segments
and the department’s relationships with convention services and other
operating departments
10. Identify and explain the three key strategic imperatives for the Human
Resources Department
11. Identify the various types of control resources and their benefit to the
department head, general manager and executive committee
12. Define “forecasting” and describe its role in hotel operations
13. Describe the various departments within the Accounting Division and their key
responsibilities
14. Understand and be conversant with the basic principals of the property’s
financial statements.
15. Identify and describe the key difference between franchise agreements and
management contract
Grading Factors
Grading of your work in HTM 320 will be based on test results, your class project or
papers and monthly class assignments relating to the material we are discussing.
Required Text
Hayes, David K and Ninemeier Jack D; Hotel Operations Management; second edition
ISBN # 0-13-171149-0
Course Schedule
DAY
DATE
Wednesday
Jan. 21
Monday
Jan. 26
Wednesday
Jan. 28
Monday
Feb. 2
Wednesday
Feb.4
Monday
Feb. 9
Wednesday
Feb. 11
Monday
Feb.16
Wednesday
Feb. 18
Monday
Feb. 23
Wednesday
Feb. 25
TOPIC
Course outline,
exams, papers,
discussion on
Asset Value
Brief history of
lodging and
discussion on
what drives
demand, why and
who travel
Lodging’s
common
characteristics
and issues
Discussion Profit +
Reputation =Asset
Value
Revenue Growth/
Revenue
management
Distribution
channel mgt.
Sales and
marketing
Sales and
marketing
Hotel sales and
Marketing
REVENUE
GROWTH
Management and
Control/
Accounting
READING and
ASSIGNMENTS
Ch. one
Ch. one
Ch. 6
Ch. 6
Ch. 7
Ch. 7
Guest Lecture
First Exam
Ch. 5
Monday
Mar. 2
Accounting/
financial
statements
Wednesday
Mar.4
Human Resources Ch. 4
Monday
Mar.9
Human Resources Ch. 4
Wednesday
Mar. 11
Human Resources Guest Lecture
Monday
Mar.16
Ch. 10
Wednesday
Mar.18
Monday
Mar. 23
Food and
Beverage
Food and
Beverage
Front Office
Wednesday
Mar. 25
Housekeeping
Ch. 9
Monday
Mar, 30
Facilities
Ch. 11
Wednesday
Apr.1
Security
Ch. 12
Monday
Apr. 6
Second exam
Wednesday
Apr. 8
MANAGEMENT
AND CONTROL
Leadership
Monday
Apr. 13
Ch. 2 and 3
Wednesday
Apr. 15
Monday
Apr. 20
The role of the
General Manager
The role of the
GM and the
EXCOM
Positioning
Wednesday
Apr. 22
Franchising
Ch.13
Monday
Apr. 27
Management
Contracts
Ch.13
Wednesday
Apr. 29
Monday
May 4
“Where the brand
fits in”
Customer
service and
competitive
differentiation
Wednesday
May 6
LEADERSHIP,
COMPETITIVE
DIFFERENTIATION
AND POSITIONING
Ch. 5
Ch. 10
Ch. 8
Guest Lecture
Ch. 2 and 3
Guest Lecture
Third exam
Grading:
Semester Exams
Team project or papers
Class attendance/participation
Reported Grades
A
>94
A>90
B+
>87
B
>84
B>80
C+
>77
C
>74
C>70
D
<70
F
<60
75 points each (3 examsx25=75 points)
20 points
5 pts
100 pts