Information Package
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Hospitality Management International Joint Master's Program with Thesis

HMAN502

HOTEL OPERATIONS

Course Code
HMAN502
Semester
Second Term (Spring)
Theory+Practice
4 + 0
ECTS
4
Course TypeCompulsory Course
Course LevelMaster's Degree With Thesis
Year of Study1
SemesterSecond Term (Spring)
ECTS4
Name of Lecturer(s) -
Learning Outcomes

At the end of this course, the students;

  1. Define the basic concepts and principles of hotel services.
  2. Explain the main types of services offered in hotels and management strategies.
  3. Analyze quality management and guest satisfaction in hotel services.
  4. Gain knowledge on efficiency and productivity in hotel operations.
  5. Acquire practical knowledge about the functioning of various service departments.
Mode of DeliveryFace to face
PrerequisitesNo
Recommended Optional Programme Components
Course DescriptionThis course aims to comprehensively address the core service processes in hotel operations and their effective management. Students will gain insights into the functioning of key operational units, such as front office, guest relations, housekeeping, and more, while developing strategies to enhance customer satisfaction and service quality. The course also covers topics like the impact of technology on operational efficiency and staff management.
Course Contents
WEEK TOPICS
1st Week Overview of hotel services
2nd Week Front desk services and reservation management
3rd Week Housekeeping: Importance of cleanliness and order
4th Week Management of food and beverage services
5th Week Guest relations: Complaint management
6th Week In-hotel logistics and inventory management
7th Week Laundry services and operational efficiency
8th Week Midterm exam
9th Week Internal communication and teamwork
10th Week Guest satisfaction and service quality
11th Week Impact of technology on hotel services
12th Week Innovation and sustainability in hotel services
13th Week Analyzing departmental performances
14th Week Integration of departments: Case study
Recommended or Required ReadingHayes, D. K., Ninemeier, J. D., & Miller, A. A. (2017). Hotel operations management. Pearson.
Jones, P., & Lockwood, A. (2020). Hospitality Operations: A Systems Approach. Routledge.
Walker, J. R. (2021). Introduction to Hospitality Management. Pearson.
Kandampully, J. (2014). Service Management Principles for Hospitality & Tourism. Kendall Hunt Publishing.
Rutherford, D. G., & Fallon, M. J. (2007). Hotel Managemet and Operations. John Wiley & Sons, Inc.
Planned Learning Activities and Teaching Methods
  • Lecture
  • Discussion
  • Questions/Answers
Assessment Methods and Criteria
Quantity Percentage (%)
Mid-term 1 20
Project 1 30
Total(%) 50
Contribution of In-term Studies to Overall Grade(%) 50
Contribution of Final Examination to Overall Grade(%) 50
Total(%) 100
ECTS Allocated Based on Student Workload
Activities Quantity Duration (Hour) Total Workload (Hour)
Midterm exam 1 3 3
Preparation for Quiz
Individual or group work
Preparation for Final exam 1 5 5
Course hours 14 8 112
Preparation for Midterm exam 1 5 5
Laboratory (including preparation)
Final exam 1 3 3
Homework
Total Work Load128
Total Work Load / 30 (h)4.26
ECTS Credit of the Course4
Language of InstructionEnglish
Work Placement(s)No

Programme Qualifications / Learning Outcomes

LO1 LO2 LO3 LO4 LO5
K1 X X
K2
K3
K4 X
K5
K6 X X
K7
K8
K9
K10