Accommodation Management

General Course Information

Course Lecturer Name(s):  Helen Bhola-Paul

Course Director Name: N/A

Course Lecturer(s) Contact Information: (473) 444 4175 Ext 3748

Course Director Contact Information: N/A 

Course Lecturer(s) Office Hours: Appointment via Zoom Mon, Wed, Fri 1-3pm; Tues, Thurs 11:00am-12pm 

Course Director Office Hours: N/A

Course Lecturer(s) Office Location: Upstairs Building C

Course Director Office Location: N/A

Course Support:   Tracy Fortune – Ext 3373; Mahalia Charles- Ext 3863

Course Management tool: To learn to use Sakai, the Course management tool, access the link

Course Curriculum Information

Course Description: 

This course is designed to give students an overview of the functioning of the room’s division department. Areas covered include the selection and recruitment of staff for the front office, housekeeping and the uniform services department, the types of reservations systems which include the manual and the automated. Areas covered will include the housekeeping department from the procedures involved in cleaning rooms, chemicals identification and the procedure for training staff in the Material Safety Data Sheet and a brief discussion on the laundry department.

This course will examine the critical role the rooms department play in delivering a quality guest experience and in the financial sustainability of the accommodation sector.

Course Objectives: 

  • -Explain the function of the various codes, forms, and processes used in the front office and the housekeeping departments. 
  • -Construct an efficient reservation system that records crucial information while avoiding problems in processing various types of reservations. 
  • -Analyze hotel accounting procedures ranging from posting accounts to conducting cash and check transactions at the front desk. 
  • -Develop and follow check-out and settlement procedures. 
  • -Develop and follow standards for room cleaning and inspection
  • -Analyze statistics relevant to establishing room rates, forecasting room availability, revenue management, budgeting for operations, and evaluating front office operations

Student Learning Outcomes:

On completion of this course, students will be able to:

  • •Analyze the management process of hiring, orienting and training in the Rooms division department
  • •Identify the features of a manual rooms division system and an automated system
  • •Analyze the information produced by the front office, housekeeping and uniform service in making strategic operational decisions
  • •Apply concepts of productivity standards in developing and managing standard operating procedures for various front office/housekeeping tasks and in the process the design of a skills training program for staff
  • •Demonstrate knowledge of revenue forecasting and revenue management as a management tool used to maximum REVPAR (Revenue per available room)

Program Outcomes Met By This Course

ISLO-2: Students will be able to utilize the relevant ICT tools to analyze problems and propose solutions that aid in management decision making. 

ISLO-3: Students will be able to demonstrate effective written and oral communication skills.

ISLO-4: Students will be able to critically think, motivate and collaborate to solve business problems. 

ISLO-11 Students will be able to demonstrate knowledge of legal, ethical, and global standards in the Tourism and Hospitality Industry

SAS Grading Scale: Grades will be assigned as follows:

A  = 89.5% or better

B+ = 84.5 - 89.4%

B  = 79.5 - 84.4%

C+ = 74.5 - 79.4%

C = 69.5 - 74.4%

D = 64.5 - 69.4%

F = 64.4% or less 

Course Materials:

Text: Professional Front Office  Management, By Robert H. Woods, Jack D. Ninemeier, David K. Hayes and Michele A. Austin (Pearson Prentice Hall).  

Supplementary Readings/Resources: Where appropriate additional reference materials will be placed in the “Library Resources” in Sakai  as well as during lectures.

Course Grading Requirement:

  • Midterm Exams: 25%
  • Individual Forums (2) Discussion based on Front Office & HKP: 10%
  • Group Training Video submission via Forums: 15%
  • Group Written Project- Front Office/Housekeeping Training Manual  with Standard Operating Procedures: 25%
  • Group Project Class Presentation: 10%
  • Group Case Study-submission via Sakai: 15%
  • TOTAL: 100%

Course Requirements:

Students are required to complete:

  1. Two Individual Discussion Forums - Students will need to respond to a question posted in the Forums area on Sakai which will be graded. A Rubric will be posted along with the question so that persons can see the criteria for their grading. One will focus on Front Office Operations and the second on Housekeeping Operations.
  2. A Group Case Study written submission- Quality writing, proper citation, referencing and good research is a criterion for a quality paper.  Please ensure that you follow the guidelines for your written assignments: On the date designated on the Course Outline the group’s case study must be submitted via Sakai.
  3. Midterm Exams– Students will take their midterm exams online at the same time during the class period. All students must be present and on time with their cameras on during the Midterm Exams.
  4. Training Manual with a Training Video- Groups will be expected to develop a Training Manual for either of these positions: Receptionist, Reservationist, Housekeeper or Laundry Attendant. The manual must have a cover page, table of contents with sections for the various skills the above position needs to be trained in and skills they need to know.  In addition, a training video must be created for no longer than 10 minutes demonstrating one of the skills. Be creative and use either your homes or if available one can use a hotel itself for that purpose.
Course Schedule       

Week #1 and Week #2 

  • Professional Front Office Management Ch 1 
  • Referenced text: Ch 1 Managing Front Office Operations
  • Introduction and Review of Course Syllabus
  • General Lodging Industry Statistics
  • Overview of Tourism
  • Types of Lodging accommodations
  • Referenced text: Ch 2 Managing Front Office Operations
  • The Hotel Organization and the Rooms Division Manager
  • Goals, Strategies and Tactics
  • Hotel Organizational Chart
  • Rooms Division Organization Chart
  • Work shifts
  • Job Descriptions
  • Job Specifications
  •  Individual Forum Discussion based on a question provided by Course Instructor and the due date is on Friday Week #2 
  • Forum Question: Is Social Media harmful or helpful? How can managers use social media to recruit and select new employees?

Week # 3

  • Ch 14 Referenced text: Managing Front Office Operations
  • Human Resources and Training for Front Office
  • Recruiting-Internal and External
  • Selection tools
  • Hiring
  • Orienting
  • Skills Training
  • Staff Scheduling
  • Staff Motivation
  • Professional Front Office Management Ch 2
  • Front Office Operations and Planning for Quality Service
  • The Guest Cycle
  • Front Office Systems (manual, semi-automated and automated)
  • Front Office Processes
  • Lodging as a guest service business

Week # 4 and Week #5 Referenced text:

  • Ch.4  Managing Front Office Operations
  • Required Text:  Professional Front Office Management
  • Ch 7
  • Reservations
  • Reservations and Sale
  • Types of Reservations
  • Reservation Inquiry
  • Group Reservations
  • Reservation Record
  • Reservation Maintenance
  • Distribution Channel management

Week # 6 and Week #7

  • Required Text:  Professional Front Office Management Ch 9
  • Guest Registration
  • Managing Guest Reservation
  • Individual reservations
  • Group Reservations
  • Managing guest reception
  • Registration
  • Managing Room assignment
  • Room Selection
  • Issuing the Room Key
  • Self-Check-In innovation challenge

 Week #8

  • Midterms Exams- online

Week #9

  • Referenced text: Managing Front Office 
  • Operations Ch 8 
  • Front Office Accounting
  • Types of Accounts
  • Types of Folios
  • The role of the Point of sale system 
  • Types of ledgers 
  • Ch 11 Required Text: Professional Front Office Management
  • Guest Check out and Account Settlement
  • Check out process
  • Check out options
  • Unpaid accounts
  • Account Collection
  • Front Office Records
  • Group case submission via Sakai on Thursday of Week #10

Week #10

  • Referenced Text
  • Professional Management of Housekeeping Operations 5th Ed
  • Ch 1, Ch 2 , Ch4 and Ch5  The Role of Housekeeping in  the Hospitality Operations Identifying Housekeeping Responsibilities
  • Planning the work of the Housekeeping Department
  • Managing Inventories (Linens, Uniforms, Par Levels)
  • The Role of Housekeeping in  the Hospitality OperationsThe daily cleaning routine entails
  • The priority for cleaning guestrooms
  • The specific steps taken by a GRA to clean a guestroom
  • Comprehend the coordination that occurs between the day and night shift GRA’s

Week #11

Ch  6 , 7, Referenced Text Professional Management of Housekeeping Operations 5th Ed  

The Role of Housekeeping in the Hospitality Operations Non-public health products and Public Health ProductsChemical terminologies

  • Selection criteria for chemicals
  • The content of a Material Safety Data Sheet
  • The impact of the waste amenities generate
  • Fabric construction of sheets and pillow cases
  • Standard size for Bedding, Blankets, Bath linen and Table Linen 
  • Par system used in Housekeeping
  •  “Opening the house” in the housekeeping department
  • Forms used in standardizing procedures and to communicate with employees A Supervisor’s daily work report

Week #12

  • Ch12 Required Text Professional Front Office Management
  • Night Audit and Report Management, and Technology in the Rooms Division
  • Department
  • Using a PMS for the Night Audi
  • Tutorials
  • Reports from the PMS

=“Night Audit Exercise for Betty Jane the Front Office Manager”=


Week #13

Ch. 6  and Ch 13 Required Text: Professional Front Office Management

  • Revenue Management
  • The concept of Revenue managemen
  • Measuring yield
  • Elements of revenue management
  • Using revenue management

=Yield Management Exercise=

Week #14  

Front Office and the Law

  • Growing concerns in security
  • Developing a Security program
  • Management’s role in Security
  • The Elements of Security Training
  • Security and the Law
  • Front office and the Law


Week #15

  • Training Manual Submission via Sakai drop box and Training video using the Discussion Forum
  • Class Presentation of each group’s Training Manual on Tuesday and Thursday with the video
  • Second Discussion Forum via Sakai Thursday Nov. 26th, 2020
  • Forum Question: What are the advantages and disadvantages of laundering staff uniforms on property verses using an off-site laundry?  

Week #16

  • Final Exam Week- This course has no Final Exams  

School of Arts and Sciences Master Syllabi — Info for All Sections

Plagiarism Policy

Academic Integrity

The St. George’s University Student Manual (2019/2020) states as follows:

Plagiarism is regarded as a cardinal offense in academia because it constitutes theft of the work of someone else, which is then purported as the original work of the plagiarist. Plagiarism draws into disrepute the credibility of the Institution, its faculty, and students; therefore, it is not tolerated” (p. 48).

Plagiarism also includes the unintentional copying or false accreditation of work, so double check your assignments BEFORE you hand them in.

Be sure to do good, honest work, credit your sources and reference accordingly and adhere to the University’s Honor Code. Plagiarism and cheating will be dealt with very seriously following the university’s policies on Plagiarism as outlined in the Student Manual.

Your work may be subject to submission to plagiarism detection software, submission to this system means that your work automatically becomes part of that database and can be compared with the work of your classmates.

Attendance Requirement

The St. George’s University Student Manual (2019/2020) states as follows:

Students are expected to attend all classes and or clinical rotations for which they have registered. Although attendance may not be recorded at every academic activity, attendance may be taken randomly. Students’ absence may adversely affect their academic status as specified in the grading policy. If absence from individual classes, examinations, and activities, or from the University itself is anticipated, or occurs spontaneously due to illness or other extenuating circumstances, proper notification procedures must be followed. A particular course may define additional policies regarding specific attendance or participation” (p. 9).

Examination Attendance

The St. George’s University Student Manual (2019/2020) states as follows:

All matriculated students are expected to attend all assigned academic activities for each course currently registered. Medical excuses will be based on self-reporting by students. Students who feel they are too sick to take an examination or other required activity on a specific day must submit the online SAS medical excuse, which is available on Carenage. Students are only allowed two such excuses a year. Upon consultation with the Director of University Health Service, the third excuse will result in a mandatory medical leave of absence. The policies regarding make-up examinations are at the option of the Course Director” (p.46).

For additional specific examination policies and procedures, refer to the St. George’s University Student Manual (2019/2020), pages 31 through 37.

Student Accessibility and Accommodation Services Policy

The St. George’s University Student Manual (2019/2020) states as follows:

A student with a disability or disabling condition that affects one or more major life activities, who would like to request an accommodation, must submit a completed application form and supporting documentation to the Student Accessibility and Accommodation Services (SAAS) located in the Dean of Students Office. It is highly recommended that students applying for accommodations do so at least one month before classes begin to allow for a more efficient and timely consideration of the request. If a fully completed application is not submitted in a timely fashion, an eligibility determination may not be made, and accommodations, where applicable, may not be granted prior to the commencement of classes and/or examinations” (p. 8).


It is the responsibility of the student to read and understand the policies, laws, rules and procedures that while they could affect your grade for a course, have not been specifically outlined in the course syllabus. These are contained in the St. George’s University Student Manual.