H212 Rooms Division Management
Module Synopsis
This RDM module is designed to equip students with a comprehensive understanding of the function,
organization and management of the Rooms Division department. The focus is on the core activities
of the Rooms Division like Front Office and Housekeeping, and the related activities such as Security
and Engineering Operations. The interrelationship between the Rooms Division and the other
divisions within a hotel are also discussed and emphasized.
Case studies and current real-world examples are introduced to help students learn the role of each
staff member in maintaining high-quality service, discover secrets to keeping the front office profitable,
emphasizing guest safety and key control guidelines, and understanding the impacts of the latest
technology on the operations and management of the Rooms Division.
This module will be enriched by an on-site training and practicum at the training hotel on Front Office
and Housekeeping operations. At the same time it will also open the door for students who would like
to pursue further in-depth studies into the areas of Rooms Division Management and/ or each of the
separate departments
STRICTLY CONFIDENTIAL. FOR ARTICULATION PURPOSE ONLY.
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Module Objectives
Following are the content related abilities strengthened by the curricular processes of the module:
Operational Management and Understanding
- Identify key components of the Rooms Division Management and the
organizational structure of the Division within the hotel
- Explain the duties and responsibilities of key Executives and Department Heads
- Discuss and assess the important elements pertaining to Guest Arrival and Stay
- Examine the overview and layout of Concierge/ Bell Desk as a sub-department of the Front Office
Department
- Examine the roles, operations and processes of the Concierge and Bell Desk
- Examine the overview and layout of the Housekeeping Department
- Assess the importance of interaction between Housekeeping and Other Departments
- Examine the overview and layout of the Engineering Department
Financial Overview
- Identify various sources of reservations
- Examine tools for forecasting future business
- Assess the importance of overbooking
- Identify the factors that will influence a hotel in determining its rooms rates
- Understand and analyze pre-departure accounting
- Identify the actions that are coordinated in Guest departure
- Develop and follow check-out and settlement procedures
- Distinguish the purpose of the various Front Office reports
- Evaluate their applications and the functions they support in the operations of the Front Office
Rooms Division Processes
- Identify and explain the importance of Pre-arrival process
- Describe the various processes and key card management required prior to arrival and during
registration
- Identify typical cleaning responsibilities, and explain the various projects used to plan and organize
the housekeeping department
- Explain the need for projects in various scenarios (Closing Floors for OS/ Low Occupancy/
Renovation/ Refurbishment/ Pre Opening)
- Describe various cleaning equipment and supplies
- Explain the importance of correct usage of cleaning equipment and supplies
- Examine the processes of the various departments
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Service Quality in Rooms Division
- Explain and assess important policies and procedures that highlight Guests safety
- Apply and maintain safety procedures (SOPs)
- Analyze case studies and examples of hotel security breaches
- Assess service standards and its importance in the Rooms Division
- Explain Guest conflict resolution and management
- Identify key elements of Staff empowerment
- Understanding the Management’s role in Guest Service
- Observe and highlight trends and changes in Rooms Division
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Module Syllabus
School/ Centre
Academic Year
Module Name
:
:
:
School of Hospitality
AY 2009/ 2010 Semester 1
H212 Rooms Division Management
Learning Objectives
1. Identify and explain the overall operations and role of the Rooms Division – specifically Front Office
and Housekeeping and their subsets
2. Assess the operational components of the accommodation cycle
3. Explain the various Housekeeping resources – staffing, equipment and supplies and impact on the
Department
4. Elaborate on the financial impact of the Rooms Division to the hotel/ resort in general
5. Discuss the inter-relations between each of the departments within the Rooms Division
6. Gain exposure to the various guest accounting systems and reports in a hotel/ resort
7. Outline the changing trends in the Rooms Division
8. Identify and explain the safety and security issues within the Rooms Division
9. Evaluate the importance of service quality and meeting guest expectations
Allocated time per day
(One-Day-One-Problem PBL Pedagogy)
Module Coverage
Module Coverage
Discussion
in Study
Cluster
Resource
Gathering
and Team
Work
Introduction to Rooms Division
Management
4 hrs
2 hrs
Rooms Division and its operational
impact on the hotel/ resort
4 hrs
2 hrs
Reservations and Revenue
Management
4 hrs
2 hrs
Front Office Operations
4 hrs
2 hrs
STRICTLY CONFIDENTIAL. FOR ARTICULATION PURPOSE ONLY.
Formal Site
Visit
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Guest Registration Process and
Key Card Management
4 hrs
2 hrs
Guest Services
4 hrs
2 hrs
Guest Accounting and Check-out
Procedures
4 hrs
1 hr
Financial Management, Night Auditing
and Reports
4 hrs
2 hrs
Concierge and Bell Services
3 hrs
1 hr
2 hrs
Role and Function of the Housekeeping
Department
4 hrs
1 hr
1 hr
Management and Inventory of
Housekeeping Projects, Equipment and
Supplies
Engineering and Facilities Management
4 hrs
1 hr
1 hr
4 hrs
2 hrs
Role and Function of the Laundry
Department: Laundry Services, Linen
and Uniform Room
Security and Guest Safety
3 hrs
1 hr
4 hrs
2 hrs
Service Quality/ Guest Expectations
4 hrs
2 hrs
Total = 15 Problems = 90 hrs
58 hrs
25 hrs
STRICTLY CONFIDENTIAL. FOR ARTICULATION PURPOSE ONLY.
1 hr
2 hrs
7 hrs
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