This module provides an overview of the functions and supervisory aspects of the accommodation department . It introduces students to the systems and procedures required for the successful operation of the housekeeping and accommodation department. It will be delivered through a mixture of theoretical and applied practical settings. It emphasises the importance of high standards in personal qualities and the provision of customer service.
Customer Orientation within Accommodation Operations
The handling of VIPs and dignitaries.The handling of guests with specific needs.The handling of compliments and complaints.Trends in consumer expectations and staff.
Introduction to accommodation operations
The organisation structure of the accommodation department. Roles and responsibilities of managers, supervisors and staff.Range of accommodation available in the commercial sector;hotels,motels country house hotels. university residences
Accommodation Operations
Managing the cleaning of a section of rooms.Evening turn down service and preparing rooms for specific needs.Identifying and reporting of maintenance issues.Planning preventative maintenance system
Linen Room Operations
Linen purchase and contract linen hire. Inspection, control and storage of linen.Processes for dirty linen.The work of the linen room. The stocktaking of linen.In-house and commercial laundries
Interior Design
Outline design considerations for hotel properties.Identify main considerations when selecting furnishings.Hotel Brands and standards
The Hospitality Industry and Reception
Departments within rooms division.Overview of duties and organisation of the front office department.
Health Safety and Security
Importance of security to customers.data protection. Identify health and safety risks for employees. Prevention and legislation. COSSH2002. Manual handling ergonomics
Maintenance and Environment
Importance of good maintenance for customers, employees and the organisation.Strategies for effective maintenance quality control.Explain ways that hotels can be more environmentally friendly in their operations and in their community
Reservations
Methods of receiving reservation requests. The information needed when receiving a request. Use of international terms for rooms and bed types. Packages offered by hotels and the range of terms used to describe them. Reservation status, release times, guaranteed arrivals.
This module will include lectures, site visits, case studies, online training that introduces the student to the subject matter.
| Module Content & Assessment | |
|---|---|
| Assessment Breakdown | % |
| Formal Examination | 60 |
| Other Assessment(s) | 40 |