Study Guide

Learning outcomes

The student is able to
- describe the diversity of the hotel industry and the different earning logics in different types of hotels
- identify the customer’s experience of different customer groups and its meaning in the cooperation between different operations and functions
- manage the functions of different hotel service processes and price hotel products and services taking into account the requirements and profitability aspects of different distribution channels
- utilize GDS and PMS software in the day-to-day operations of the hotel and plan a shift list according to working conditions

Implementation and methods of teaching

The course is implemented partly as contact and partly as distance learning. The course involves a broader learning task as a team, which may be partly accomplished by observing hotel processes in real business.
Active and spontaneous participation in both contact and distance learning is a prerequisite for the approved completion of the course.
The course starts with a joint kick-off lecture.

Timing and attendance

The course kick-off takes place at the beginning of week 10/2022, from which the course progresses quite intensively for 8 weeks, ending for distance assignments in week 19/2022.
Grades will be given during week 22/2022.

Learning material and recommended literature

Modern Hotel Operations Management, 1st Edition
Michael Chibili, Shane de Bruyn, Latifa Benhadda, Conrad Lashley, Saskia Penninga, Bill Rowson Copyright Year 2017

Sirvoy Hotel Application (trial version)

Alternative completion methods

Book exam and demonstration of skills in the hotel's various service processes.

Working life cooperation

The course may include working / observing in real working life

Student time use and work load

The course employs students for approximately 120 study hours, including assignments

Contents

Accommodation establishments in Finland and around the world,
The history of accommodation operations
The core and ancillary services of accommodation operations.
Getting to know the various service processes in the hotel;
hotel reservation systems --> Check-in, Check.out, Invoices, Housekeeping,
Breakfast services, food & beverage services.
Concierge functions.

Assessment criteria

Self-assessment
Peer review
A weighted average of completed tasks and learning tasks
Demonstration of process control (reservation system)

Assessment scale

1-5