room division
UNIVERSITY Of ZIMBABWE
FACULTY OF COMMERCE
TOURISM, LEISURE AND HOSPITALITY STUDIES DEPARTMENT
ROOMS DIVISION MANAGEMENT THM208
YEAR 2012
LECTURER: MRS. D ZENGENI
Time table
Monday 11.00-13.00hrs
Tuesday 11.00-12.00hrs
Preamble
This course is designed to introduce students to the principles of accommodation management in hospitality industry. Emphasis will be placed on Rooms Divisions’ traditional role as the best generator of the hotel’s revenue as well as its principal operational functions.
Objectives
By the end of the semester the students should have an understanding of:
The housekeeping division and its operations.
The guest cycle and the operational and managerial activities for each stage.
They should also be able to come up with reports on evaluating operations in the rooms division.
Communication between houseking and other Hotel departments.
Human resources in the rooms division department and its importance.
Course Outline
1. The Rooms Division
Introduction
Organization of the Rooms Division
Organization of rooms division department
Interrelationship and communication within rooms Division department with other departments
2. Housekeeping
The role of the housekeeping department
Management theory and the housekeeper
Housekeeping operations
Liaison of Housekeeping and Front Office
Automated rooms management in hotels
Budgeting and control
Planning and forecasting
Health and safety in hotels
3. Front Office Operations
Introduction
Organization of the Front Office
The role of the Front Office
The guest cycle
Registration
Responsibility during guest stay
Checkout and settlement
Evaluating Front Office
Customer care skills
4. Reservations
Roles of Reservation
Link with marketing
Operations
Concept of yield management
Reservations management
5. Night Audit
The process
Daily Revenue report
Relevance
6. Management Functions of Rooms Division
Planning, Organizing, Leading and
FACULTY OF COMMERCE
TOURISM, LEISURE AND HOSPITALITY STUDIES DEPARTMENT
ROOMS DIVISION MANAGEMENT THM208
YEAR 2012
LECTURER: MRS. D ZENGENI
Time table
Monday 11.00-13.00hrs
Tuesday 11.00-12.00hrs
Preamble
This course is designed to introduce students to the principles of accommodation management in hospitality industry. Emphasis will be placed on Rooms Divisions’ traditional role as the best generator of the hotel’s revenue as well as its principal operational functions.
Objectives
By the end of the semester the students should have an understanding of:
The housekeeping division and its operations.
The guest cycle and the operational and managerial activities for each stage.
They should also be able to come up with reports on evaluating operations in the rooms division.
Communication between houseking and other Hotel departments.
Human resources in the rooms division department and its importance.
Course Outline
1. The Rooms Division
Introduction
Organization of the Rooms Division
Organization of rooms division department
Interrelationship and communication within rooms Division department with other departments
2. Housekeeping
The role of the housekeeping department
Management theory and the housekeeper
Housekeeping operations
Liaison of Housekeeping and Front Office
Automated rooms management in hotels
Budgeting and control
Planning and forecasting
Health and safety in hotels
3. Front Office Operations
Introduction
Organization of the Front Office
The role of the Front Office
The guest cycle
Registration
Responsibility during guest stay
Checkout and settlement
Evaluating Front Office
Customer care skills
4. Reservations
Roles of Reservation
Link with marketing
Operations
Concept of yield management
Reservations management
5. Night Audit
The process
Daily Revenue report
Relevance
6. Management Functions of Rooms Division
Planning, Organizing, Leading and