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HTMT – 351 – 090 Hotel Management Spring 2010

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HTMT – 351 – 090 Hotel Management Spring 2010 1 HTMT – 351 – 090 Hotel Management Spring 2010 Department of Hospitality and Tourism Management School of Business & Economics College of Charleston ____________________________________________________ Monday 5:30pm‐8:15 pm Classroom Location: 5 Liberty Street (Tate Center for Entrepreneurs) T 132 Instructor: Ms. Laurel Palmer Office: Room 302, Beatty Center Office Hours: Tuesdays, by appointment – afternoon is best Office Phone: 803‐707‐9015 Email: [email protected] Required Materials: Managing Hotels Effectively. by Eddystone Nebel, AND American Lodging Excellence: The Key to Best Practices in the U.S. Lodging Industry. By Dube, Enz, Renaaghan, and Siguaw Course Description: Analysis of current topics in hotel and revenue management, to include basic principals regarding hotel environment, service, sales, forecasting, organization, staffing, planning, communication, leadership, and controls as related to management of the hotel phase of the hospitality industry. Prerequisite: HTMT 210 and Jr. or Sr. Standing Objectives: Students will be able to demonstrate a knowledge of: 1. The environment of the hotel business 2. Service, people, and profits in the hotel business 3. Strategic planning for hotel 2 4. Planning in hotels – setting goals and objectives 5. Hotel organization 6. Coordinating the activities of a hotel 7. Hotel Staffing 8. Basic principles of motivation as affecting mgt. & hourly employees 9. Communication in hotels 10. Leadership of hotels 11. An overview of hotel controls 12. The tasks, backgrounds and day‐to‐day activities of outstanding hotel managers Course Requirements: Case studies and group work will be the primary means of instruction for this course. Students will interact in case studies, group discussions, as well as class discussions. Students will also present best practice cases and meet with industry executives. Students are expected to have regular internet access to complete some portions of this course. General Policies: Classroom participation is taken into consideration in grading. You are responsible for the material in all class meetings: lecture notes, handouts, assignments, and due dates. It is expected that all assignments and projects will be turned in at the beginning of class on the date assigned. Late projects are penalized 10% per day (including weekends – There are NO exceptions for this and I want hard Copies, not electronically sent). Examinations must be taken on the date assigned. In the event of an emergency or extreme illness, you must contact the instructor in advance, at which time alternatives will be arranged as warranted by the emergency. Work, other class loads, and travel conflicts are not considered to be an emergency. 3 Case Studies Case study and class participation are the primary means of instruction for this course. You are expected to read the background text material, the case studies and come prepared to discuss the cases and material in class. While it is understood that each student has an individual learning style and some like to participate more than others, ALL students are expected to participate, both in small groups and in the classroom. *Students are required to turn in case study preparation at the beginning of each case study class. THERE ARE NO EXCEPTIONS – CASE STUDY REPORTS NOT TURNED IN AT THE BEGINNING OF THE REQUIRED DATE AND CLASS TIME WILL NOT BE ACCEPTED – Do NOT send them electronically, I want them in my hand. Case preparations must be type‐written or computer processed, with a cover sheet containing your name, date, case study title, number, course, pages stapled together – make it professional and attractive!! Service Journal Students are to keep a journal of service encounters throughout the semester. A MINIMUM of 2 entries per week is required. You will be asked to bring your service journal to class from time to time, and allow others in the class to read your entries. Keeping your journal up to date is important!! You will turn in your completed service journals on final exam night at the end of the semester. Participation: Students are expected to come to class prepared to participate. Readings should be done prior to class. Students will be expected to contribute thoughtfully to class discussions. Attendance: Students are expected to attend class. Students are permitted 2 unexcused absences, after which 10 points will be deducted from the student grade for each unexcused absence. Excused absences include: serious illness or accident, family emergency, university business, and a recruiting/interview trip. In the event of a recruiting/interview trip and/or university business, the student MUST notify the instructor in ADVANCE. See handout on absences. 4 Speaker: You must interview and bring a person (GM) from the lodging industry for the “speaker night”. You need to ask questions regarding the future trends, challenges, opportunities, and threats to the lodging industry. This is a group project so you need to interview the person as a group and each person is responsible for writing a three (3) to five (5) page analysis (at least, more if needed) of the interview. 10% of your grade is depended on your paper and 5% is dependent on whether or not they show up as a guest speaker. So pick your speaker wisely!! Please impress this to your GM as it is VERY important they be there. Best Practices Presentations I have chosen approximately 60 “best of the best” Best Practices from the text for each of you to give a brief PP presentation on the practices chosen, its intent, location, background, insights, an evaluation, and outcomes. Based on the size of this course, each student must make 3‐4 presentations during the semester. A sign‐up sheet will be issued in class with the complete list of best practice topics, along with the presentation dates for each selection. It is the desire and intent of this instructor – and expected – that you learn and enjoy this class. Any exceptions should be made known to the instructor immediately. Academic Integrity: It is expected that students will maintain the highest degree of academic integrity and honesty. Students are expected to complete their own work to the best of their ability. It is expected that students will gather the work of authors or researchers in the completion of their assignments. These “gatherings” must be cited. Unauthorized use of material, copying, or otherwise falsifying information on exams, assignments or quizzes, and case studies will result in loss of grade to possible suspension. 5 Instructional Modifications for Accessibility: Students aware of problems with accessibility are expected to notify the instructor. I will make every effort to accommodate any difficulties or challenges to accessibility for students. We will find a way to make it happen. Assessment and Grading Students will be evaluated on the basis of achievement in several different areas. There will be no provisions to assist a student in last minute grade recovery. 1. Speaker 15 % 2. Presentation of Best Practices 30 % (10% ea.) 3. Case Study Preparation 10 % 4. Service Journal 5 % 5. Mid Term Exam 15 % 6. Final Exam 15 % 7. Attendance/Class Participation 10 % Grading Scale: A 95‐100 A‐ 90‐94 B+ 87‐89 B 83‐86 B‐ 80‐82 C+ 77‐79 C 73‐76 C‐ 70‐72 D 60‐69 (<60 = Failing Grade) 6 Schedule Please note: The schedule is subject to change – please refer to course announcements and schedules in Cougar Trail for current information…… Date Subject Reading Assignment_________ Mon 1/11 Intro to Class The Environment of the Hotel Business, Managing Hotels Effectively – Chapter 1 Best Practices – Pages 335 – 371 – READ THIS (Prior to next Tues., Dog Eat Dog Case Study Discussion – done in class as a practice trial case study Mon 1/18 NO CLASS ‐ Martin Luther King Observation/Holiday Mon 1/25 Service, People, and Profits in the Hotel Business Managing Hotels Effectively – Chapter 2, Case Study #1 The Service Guarantee Best Practices: Pages 49‐50 – The Boulders, Cornerstone Program: Developing a Service Culture Pages 68‐69 – Choice Hotels International, In‐House Executive Training & Devel. Pages 70‐71 – Cincinnati Marriott Northeast, Treating the Guest as Part of Family Pages 103‐104 – Four Seasons & Regent Hotels & Resorts, Ensuring a Luxury Hotel Experience Page 118 – Holiday Inn Express, Helena, MT, Achieving Quality Customer Service at an Economy Property Pages127‐128 – Hyatt Hotels Corporation, Survey‐Based Guest Satisfsction Prog. Pages 138‐139 – The Inn at Essex, Providing Absolute Guest Satisfaction Pages 145‐146 – Kessler Enterprises, Inc., Development and Concept of the Grand Theme Hotels Pages 153‐155 – Marriott International, Aligning Information Technology with Corporate Strategy 7 Pages 156‐157 – Marriott International, Developing Products to Meet the Needs of Targeted Market Segments Pages 164‐165 – Marriott International, Successful Creation of New Brands Pages 189‐190 – Promus Hotel Corporation, Guaranteed Customer Satisfaction Pages 201‐202 – The Ritz‐Carlton Dearborn, Special Check‐In Service for Frequent Guests Pages 217‐219 – Sonesta Hotels, Creating a Profit Center Training Operation Pages 244‐245 – Windsor Court Hotel, Sophisticated Guest‐Recognition Program Mon 2/1 An Overview of Strategic Planning & Planning in Hotels‐ Managing Hotels Effectively – Chapters 3 and 4, Case Study #2, Follow Which Leader? Best Practices: Pages 82‐83 – Courtyard by Marriott, Intranet Information Sharing Pages 93‐94 – Embasssy Suites – Greater Minneapolis, Consolidation and Centralization of Reservations Sales Office
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