HOTEL-MOTEL-RESTAURANT MANAGEMENT
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Rooms Division Management – Front Office
Course Number: HMR 201-D01
Time/Day: 12:45pm-2:15pm/MW
Syllabus: FALL 2015
Instructor: Dr. George Ojie-Ahamiojie
Office: Room WDC 205D
Office Phone: 410-572-8719
Email: gojie-ahamiojie@worwic.edu
All contact with me should be made through
Blackboard™ course site.
Office Hours:
M: 9:30am-10:30am
T: 3:30pm-6:00pm
W: 9:30am-10:30am
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CATALOG DESCRIPTION:
This course involves the study of the functions, procedures, and organization of the front office
department in a medium or large hotel, with an emphasis on reservations, front office
psychology, and operating systems.
TEXT: Vallen, G.K. & Vallen, J.J. Check In, Check Out. 9th edition. Pearson Prentice Hall: Upper
Saddle River, New Jersey, 2013.
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SUPPLEMENTAL READINGS: Reading handouts will be distributed and/or posted on
Blackboard for reading in class for take home throughout the semester.
BLACKBOARD & ACADEMIC INTEGRITY STATEMENT: Blackboard will be used in this class for
the posting of course syllabus and occasional posting of readings from class.
All students logging into Blackboard affirm that they understand and agree to follow
Wor-Wic Community College policies regarding academic integrity and the use of College
resources as described in the college catalog. Wor-Wic Community College considers the
following as violations of the computer usage policy:
• Using the campus computing network and facilities to violate the
privacy of other individuals.
• Sharing of account passwords with friends, family members or any
unauthorized individuals
Violators are subject to college disciplinary procedures.
4 Determine room rates
based on industry best
practices
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COURSE OBJECTIVES: Upon completion of this course the student should be able to:
Course Objectives
Assessment Goals
Assessment Strateg
1 Describe the employee
a. Categorize the departments
Exam questions
organization in a typical
within the hotel rooms division
lodging property
Class discussion
b. Describe the functions organization of
the organization of front office
GEO 2
Project
• Check-In
• Occupancy
• Check- out
2 Describe property
a. Observe and participate in lodging
Exam Questions
management
properties front desk operations
systems used by the
Class discussion
front office
Project
3 Describe the
a. Distinguish between the
Exam questions
management of
following reservations types:
Guest Services
Quiz questions
• Guaranteed
• 6 pm hold
GEO 2, 3, 4, 7, 8
Class discussion
• Advanced deposits
• Group reservations
Project
b. Calculate room availability
c. Discuss overbooking and ethical issues
a. Utilize, demand driven rates
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b. determine room rates
c. Describe the “rule of thumb”
approach to pricing a room
GEO 2, 4
d. employ the top-down and upselling
approach when offering a variety of rates
5 Describe the steps
a. describe the steps involved in
involved
preregistering and registering
in the registration
b. post charges to a room
process
c. settle a room account
d. maintain guest accounts
GEO 2, 3, 7
e. analyze an income statement
6 Apply the ratios and
a. Use the following percentages to
formulas
determine room availability:
used in forecasting and
• no-show percentage
controlling revenues and
• walk-in percentage
expenses
• overstay percentage
• under stay percentage
GEO 2, 4
Exam questions
Class discussion
Project
Exam questions
Class discussion
Project
Exam questions
Class discussion
7 Calculate occupancy
ratios used to maximize
room revenue
GEO 2, 4
a. Monitor rooms using the
following occupancy ratios:
• occupancy percentage
• A.D.R.
• RevPar
• Yield Forecasting
Exam questions
Class discussion
GRADING AND EVALUATION:
Activities
Quiz 1
Quiz 2
Quiz 3
Quiz 4
Final Examination
Front Desk Project
Attendance
TOTAL
50 points
50 points
50 points
50 points
50 points
100 points
200 points
50 points
600 points
8.3 %
8.3 %
8.3 %
8.3 %
8.3 %
16.6 %
33 %
8.3 %
99.4 %
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GRADING SCALE:
90 - 100% = A 80 - <90% = B
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CLASSROOM PERFORMANCE EXPECTATIONS:
• I expect you to read all required chapters ahead of class meeting and be ready to be
fully engaged and discuss your understanding of your reading in the class.
• Please mute or silence your cell phone as a sign of respect for your peers and Professor.
If any phone rings in class, I will answer the call on your behalf.
• You may use your cell phone and/or computer to take notes without disturbances.
70 - <80% = C
60 - <70% = D
Below 60 = F
MID-TERM GRADING SCALE
100-70= Satisfactory
69-0= Unsatisfactory
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MAKE UP POLICY:
There will be no make on -quizzes or exams. (Unless it is pre-approved Wor-Wic related excuse
or documented non-university related excuse).
LATE PENALTY:
All written assignments handed in after the due date will incur a 50 percent late penalty.
ATTENDANCE POLICY:
Attendance is an essential part of being successful in college and necessary on the job as well. I
encourage every one of you to show up for class every class day as the success of your course
completion is incumbent on this. You will earn half a point per day you are in class. Points will
be earn if present in class when roll is taken. No points will be earned if you report for class
after the roll call has been taken.
If you are going to be absent from class, I will encourage you to call and/or email me to inform
me of your decision. I however hope I will see you on every class day.
FIELD TRIP:
To be determined.
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ACADEMIC HONESTY POLICY: (GEO 8)
Students are expected to maintain a high level of academic performance. Cheating and
plagiarism are defined in Wor-Wic’s Student Conduct Policy (appendix of College Catalog).
Infractions of this policy may result in the student’s failure of the course, exam, quiz or project,
and a possible referral to the Students Disciplinary Committee.
SERVICES FOR STUDENTS WITH DISABILITIES
Wor-Wic provides reasonable accommodations for students with disabilities, in compliance
with the Americans with Disabilities Act of 1990 and Section 504 of the Rehabilitation Act of
1973. If you are in need of accommodations, please contact the counseling office at
(410) 334-2899. For more information, see Wor-Wic's Services for Students with Disabilities
Web page.
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CLASS TOPIC SCHEDULE
WEEK/DAY
TOPIC
1 Sept. 9
Introductory to Course; Syllabus and Expectations
2 Sept. 14 & 16 Ch. 1 – The Traditional Hotel Industry
Ch. 2 – The Modern Hotel Industry
Last Day to add a class
3 Sept. 21 & 23 Ch. 2 – The Modern Hotel Industry
Ch. 3 – The Structures of the Hotel Industry
4 Sept. 28 & 30 QUIZ 1 – 1, 2 & 3
Ch. 4 – Forecasting Availability and Overbooking
5 Oct. 5 & 7
Ch. 9 – The role of the Room Rate
Ch. 10 – Billing and Guest Folio
6 Oct. 12 & 14
QUIZ 2 – Ch. 4, 9 & 10
Ch. 5 – Global Reservations Technology
7 Oct. 19 & 21
Ch. 5 – Global Reservations Technology
Ch. 6 – Individual Reservation and Group Booking
8 Oct. 27 & 28
Ch. 13 – Hotel Technology
9 Nov. 2 & 4
QUIZ 3 – Ch. 5, 6 & 13
10 Nov. 9 & 11
Ch. 7 – Managing Guest Services
11 Nov. 16 & 18 Ch. 8 – From Arrival to Rooming
12 Nov. 23
13 Nov. 30 &
Dec.2
14 Dec. 7 & 9
15 Dec. 14
FRONT DESK PROJECT DUE
Ch. 8 – From Arrival to Rooming
Ch. 12 – The Night Audit
Ch. 12 – The Night Audit
QUIZ 4 – Chs. 7, 8 & 12
Final Exam (12:00 – 2:00 P.M.)
DISCLAIMER:
This syllabus is a working document and subject to change at any time if necessary.
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ATTENTION!
In the event of severe inclement weather or other emergency, information about the closing of
the college will be communicated via e2Campus and the College's website. Faculty will
communicate with students about their courses and course requirements, such as assignments,
quiz and exam dates, and class and grading policies, via Blackboard. Students will be
responsible for completing all assignments in accordance with class policies.
APPENDIX
Cheryl Potenza, GM
Marriott Courtyard
128 Troopers Way
Salisbury, MD 21804
410-742-4405
Salvatore Fasano, GM
La Quinta Inn & Suites
106 32nd Street
Ocean City, MD 21842
410-289-5762
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Mike McVay, GM
Residence Inn Marriott
140 Centre Road
Salisbury, MD 21801
410-543-0033
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FRONT DESK EXPERIENTIAL PROJECT: PROJECT IS DUE ON NOVEMBER 23RD.
Your project will be to contact one of the following hotels listed below and request to talk to
the front desk manager; if there is no front desk manager, ask for the general manager of the
hotel. Introduce yourself and inform the manager about your project, and determine the best
time for you and the hotel to complete your project.
During this project, you are to do the following:
• Shadow and work alongside a front desk agent for three hours
o Answer all the questions in the project by typing your responses below each
question
• One hour interviewing the front desk manager or the general manager of the hotel
o Answer all the questions in the project by typing your responses below each
question
Jenifer Prokofiew, GM
Hampton Inn
121 E. Naylor Mill Road
Salisbury, MD 21804
410-334-3080
Linda Purnell, Dir of Hkpg.
Dunes Manor
2800 Baltimore Avenue
Ocean City, MD 21842
410-713-5807
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Describe in details all the activities and events you were engaged, and your complete
observation of the property and staff. Include the following in your report, but you are not
limited to these alone:
1. Your first impression of the property when you reported.
2. Were you greeted, and who greeted you?
3. How was the cleanliness of the hotel atrium?
4. How was the organization of the front desk work area?
5. Identify by name the front desk agent you shadowed.
6. How often were the process of check-in and check-out explained to you?
7. Did you checked-in or checked-out any guests? How was the experience?
8. How was the professionalism of the front desk agent you showed?
9. What would you consider the strengths and weaknesses of this employee?
10. List and explain any/all front desk duties learned during your shadow.
11. How was the interaction with guests as they were checked-in?
12. Having been in this hotel for about three hours, what recommendations would you
make to make the check-in/check-out process more efficient?
13. Provide your opinion of your day in this hotel.
Points Earned
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INDIVIDUAL WRITTEN ASSIGNMENT SCORING RUBRIC
Criteria
Points Possible
Following direction
40
• Copied and pasted questions and typed
response below each
• Copied scoring rubric
Synthesis
80
• Issue or topic was relevant to the industry
• All 13 questions were answered extensively
within the paper
• Writer showed knowledge and experienced
gained
• Writer showed critical thinking in the paper
• Writer showed good transition and segue from
one part of the paper to the next
Structure and Organization
40
• Paper is appropriate length
• Paper exhibits an organized structure
Mechanics
40
• Grammar
• Spelling
• Word choice
• Punctuation
• Sentence structure
• APA/MLA formatting and citation
Total Points
200
***Copy this scoring rubric and paste it in the last page of your paper.