HOSP320 Foundations Hotel Management Course


HOSP320 Foundations Hotel Management Course
What are some of the current opportunities and issues that your geographic market possesses…



HOSP320 Foundations Hotel Management Course

HOSP320 Foundations Hotel Management Course

A+ Entire Course: Course Project |Homework Assignments Week 1-7| Midterm Exam| Discussions Week 1-7

Course Project Week 7 

Click Here: HOSP 320 Course Project

  1. Will you select a hotel franchise (brand) yes or no / why or why not? Once selected give a detailed review of your proposed hotel.
  2. Decide and describe what type of operating segment your hotel will operate under.
  3. Establish a target market. What analytical, demographic, and psychographic segmentation factors did you use in establishing your target market?
  4. Select an actual geographic location and target market. Give an explanation of why you selected the geographic location and target market. Give a complete description of the geographic location you selected.
  5. What are some of the current opportunities and issues that your geographic market possesses?
  6. Evaluate your actual competition (strengths and weaknesses).
  7. Establish a marketing plan for how you will attract your target market.
  8. How many rooms will your hotel have? Describe the types of rooms and the decor and furnishings you will use.Why did you choose the number of rooms and the decor and furnishing? How did your decisions relate to your target market?
  9. Develop and describe the hotel’s departments that will support the operations of the hotel.
  10. Select and describe the specific amenities that will help distinguish your hotel’s brand.
  11. What type of management organization will your hotel possess? Why did you select this type of management organization?
  12. What type of security features will your hotel have? Describe how you will implement and manage the security features you selected for your hotel.
  13. How will you manage the following hotel revenue management controls ADR, Occupancy Rate, and REVPAR. How will you control rate allocations, allocation controls, and availability controls to maximize your yield management and improve your revenue management.
  14. How will you turn a profit after several years in business?

Projects must be 10 pages in length and a minimum of  2500 words. This does not include the cover page, table of contents, and works cited page. Please include the 14 sections above in the same sequence as listed above in your course paper. Use 12 point font, double-spaced, 1″ margins, and include a cover page, table of contents, introduction, body of the report, summary or conclusion and works cited.

  • Even though this is not a scientific-type writing assignment, and is mostly creative in nature, references are still very important. At least 6 authoritative, outside references are required (Anonymous authors or web pages are not acceptable). These should be listed on the last page titled “Works Cited”.
  • APA format and citations are required.
  • All DeVry University policies are in effect including the plagiarism policy.
  • Projects are due in Week 7 of this course.


Starting up a hotel is not easy or simple as it may seem. Most people venture into the business arena with the aim of making a profit and therefore, the operational strategies are designed to meet the aim of making the highest profit as possible. Indeed, the main aim of establishing a business institution is to make a profit at the end of the…

Homework Week 1-7 

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Homework Week 1 

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Chapter 1:

  1. There are three factors that influence lodging demand. What are they and discuss in detail how they affect the demand?
  2. At what time in history did the modern hotel industry emerge? What were the three contributing factors and how did they impact the industry today?

Chapter 2:

  1. Define and describe the difference between work teams and quality circles and how they each might impact the motivation of employees.
  2. Compare centralization and decentralization and give examples of types of hotels that might employ each.
  3. List the principal functions of each major department, as well as key personnel, in a full service hotel.

Submit your assignment to the Dropbox located on the silver tab at the top of this page.

See the Syllabus section “Due Dates for Assignments & Exams” for due date information.


One of the factors that majorly influence lodging would be airline prices. Increased prices or rather overpriced airline rates would be a deal breaker…

HOSP320 Foundations Hotel Management Course

Homework Week 2 

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Chapter 3:

  1. Name the functions of the front office department along with job titles and specific responsibilities of each.
  2. How are housekeeping and front desk dependent upon each other for customer satisfaction and what types of communication are used to ensure that this occurs?

Chapter 4:

  1. Name the functions of the housekeeping department along with job titles and specific responsibilities of each.
  2. Outline the ten areas that a guest room attendant needs to cover to properly clean each guestroom.
  3. List and discuss 5 ways that might be used to control loss of linens.

Submit your assignment to the Dropbox located on the silver tab at the top of this page.

See the Syllabus section “Due Dates for Assignments & Exams” for due date information.


Front office departments are a sub-department of room department. The main aim of this department is to provide the guest the best services possible. It entails various departments such as…

HOSP320 Foundations Hotel Management Course

Homework Week 3 

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HOSP320 Homework Week 3

Chapter 5:

  1. Describe and discuss the importance of the duties of the Director of Sales in a full service hotel.
  2. Discuss why a one-stop contact is important for an association executive.
  3. Discuss what is entailed in the job of a convention manager.
  4. Discuss why communication is important between the sales department and other department and what type of communications occur.

Chapter 6:

  1. Describe some actions or activities that might be classified as sexual harassment. What are the essential elements of a sexual harassment allegation?
  2. List and discuss four state or federal laws that impact human resources in hotels today.

Submit your assignment to the Dropbox located on the silver tab at the top of this page.

See the Syllabus section “Due Dates for Assignments & Exams” for due date information.


The duties of a director of sales in full service hotel are outlined below. Primarily, they are the heads of sales department and, therefore, the overseers…

HOSP320 Foundations Hotel Management Course

Homework Week 4 

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Chapter 7:

  1. Identify and discuss in detail three challenges and three opportunities from each of the five areas of the food and beverage departments. (hint: the easiest format is in a chart)
  2. Choose three food and beverage management positions and discuss and describe three unique challenges and three managerial characteristics of each. (hint: the easiest format is in a chart)

Submit your assignment to the Dropbox located on the silver tab at the top of this page.

See the Syllabus section “Due Dates for Assignments & Exams” for due date information.


Many hotels overlap shift changes to avoid the problems that invariably occur. This can also offset the problem of the earlier…

HOSP320 Foundations Hotel Management Course

Homework Week 5 

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Chapter 8:

  1. Define and discuss the role of the director of security in maintaining hotel security.
  2. A guest has just slipped on wet tile in the lobby, and fallen and hit her head, surrounded by other patrons. She appears to be just shaken up, but she is bleeding slightly from a cut on her forehead. Describe in detail the steps you would take to handle this situation.

Chapter 9:

  1. Describe in detail the short, intermediate and long term demands on a general manager’s time.
  2. Discuss the differences in the time demands of a general manager between a full service large hotel and a small limited-service hotel.

Submit your assignment to the Dropbox located on the silver tab at the top of this page.

See the Syllabus section “Due Dates for Assignments & Exams” for due date information.


Hotel security makes sure that the customers’ belongings are safe and also that the customers are safe in the hotel premises. Among the many individuals who regularly travel worldwide, hotel security has been considered…

HOSP320 Foundations Hotel Management Course

Homework Week 6

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Chapter 10:

  1. How are RevPar, ADR and Occupancy are calculated and describe in detail what each tells the general manager about the success of the sales and front office department in effectively managing inventory?
  2. What are allocation controls? What are availability controls? What are the benefits and disadvantages of each? (Note: disregard the side labels in the book, they are reversed. Use the actual written paragraphs for information) (hint: chart format may be easier to use)

Chapter 11:

  1. Describe and discuss the difference in a management company and a franchise company. Discuss the advantages and disadvantages of each. (hint: chart format may be easier to use) Discussions
    • Hotel management companies (graded)
    • Franchising (graded)

Submit your assignment to the Dropbox located on the silver tab at the top of this page.

See the Syllabus section “Due Dates for Assignments & Exams” for due date information.


Average Daily Rate, abbreviated as ADR, is calculated by dividing Room Avenue by rooms sold. On the other occupancy is…

HOSP320 Foundations Hotel Management Course

Homework Week 7 

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Chapter 12:

  1. Discuss the key demographics of potential buyers of timeshares as well as in detail what elements of timeshares would entice them to buy timeshare weeks over vacationing on their own in traditional lodging facilities.
  2. How is management of a timeshare different from management of traditional hotels? Be specific regarding operating procedures and guest characteristics.

Chapter 13:

  1. Compare and contrast in detail the lodging and facility characteristics of activity-based facilities vs. themed facilities. What geographic areas are most conducive to each?

Submit your assignment to the Dropbox located on the silver tab at the top of this page.

See the Syllabus section “Due Dates for Assignments & Exams” for due date information.


The key demographics of the potential buyers of timeshares include the middle to high-income people over twenty years of age. These people…

HOSP320 Foundations Hotel Management Course

Midterm Exam 

Click Here: HOSP 320 Midterm Exam

(TCO 2) How might the establishment of quality circles in hotel staff improve morale? Please provide at least 2 examples.

(TCO 3) How do group arrivals differ from individual arrivals? What are the basic procedures for group arrivals on the day of arrival?

(TCO 4) A person with which type of characteristics should be recruited for the position of housekeeper? Please provide examples.

(TCO 5) What factors would you utilize to determine whether a Sales Department in a full service hotel was organized for success? Please provide an example for each.

(TCO 7) What is the Americans with Disabilities Act? What might be some reasonable accommodations for different types of disability?

(TCO 1) Per the textbook, which of these hotel employees is NOT a part of the Guest Services Staff?

Baggage Porter


Door staff

Front Desk Clerk

(TCO 2) In a large-scale full-service convention hotel, convention services and catering is usually under:

Its own department

Resort services


Sales and marketing

(TCO 2) Which of the following is not one of the key organizational trends that affect the lodging industry?



Customer focus

Job specifications

(TCO 2) In a smaller limited-service hotel, night audit, front desk, housekeeping, maintenance, and sales might all report directly to:

Rooms division manager

The hotel engineer

The general manager

The controller

(TCO 3) The following are symbols used on the availability board except a:

Black X

Blue triangle

Red square

Green circle

(TCO 3) The following are part of the four direct reservations sources:



Central Reservation System

All of the above

(TCO 4) A normal time to clean a standard room is:

15 minutes

30 minutes

45 minutes

60 minutes

(TCO 4) A housekeeping department has 30 employees and hired 2 new and rehired 2 housekeepers in one month. What would the turnover percentage be for the month?




18.33% ( )

(TCO 5) __________ is a document that outlines all information that departments need to contribute to the overall success of the convention.

Cancellation memo

Convention instruction memo

Function book

Follow up report

(TCO 5) The monthly forecast is the basis of the following reports except:

Report representing the month’s business that has been confirmed and that which still remains tentative

Cumulative report showing all bookings for the year, including those of the past month

Month by month listing of all definite bookings for the next three years

All cancelled business that deposits have been made on

(TCO 6) Room service normally exists in:

Full-service hotels

Limited-service hotels

Budget hotels

All of the above

(TCO 7) Oftentimes, _________ is needed to match the employees’ qualifications to the needs of the organization.





(TCO 7) The five parts of a job description include the following except:

Job summary

Essential functions

Career path


HOSP320 Foundations Hotel Management Course

Course Discussions Week 1-7 All Students Posts – 535 Pages

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Week 1 All Students Posts 77 Pages 

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Hotels vs. Motels – 40 Pages 

Click Here: HOSP 320 Hotels vs Motels

Describe a hotel company with which you are familiar. What are its strengths and weaknesses? What reasons would you decide to work or patronize one of these?  What about the accounting department? How do they fit into the picture in the hotel organization chart? Controls are critical in a hotel operation. Anyone know what the role of a food and beverage controller is? How about a revenue manager?

I have been to a few different Hyatt hotels and I like the brand. They have various brands that can satisfy a variety of needs.

Hyatt Regency is set up to satisfy the needs of the businesses, with meeting space and a large amount of rooms. Grand Hyatt can satisfy both business and person needs; such as, weddings, conferences and other types of events with large ballrooms and various dining options. Hyatt has other brands and resorts and I think that brand options give a hotel an advantage.

Strength: I would say that Hyatt has strength, by having a variety of brands options to appeal to a broader audience. It is also an international company, so that provides brand recognition throughout the world. One of the weakness associated with having a variety of brands, is that the average person may not understand the differences and may chose a hotel based on rates without the full understanding of why another brand may be more fitting.

Weakness: I would say that home-sharing options are impacting hotels. Much like ride-sharing companies are impacting taxi businesses and OTA are impacting both hotels and airline businesses, home-sharing provides a cheaper way for people to travel around the world. In addition, it provides for the opportunity for travelers to immerse themselves in a culture which is very popular right now. Hotel companies cannot compete with the rates of the home-sharing businesses and turn a profit, so they must find other ways to impress that they are the better option.

I would stay at a Hyatt hotel because I have always received great service and I feel that they have a select of hotels that could meet many of my professional and personal needs…

Lodging Segments – 37 Pages 

Click Here: HOSP 320 Lodging Segments

How is technology improving new amenities within a hotel? Let’s list a minimum of three each so we can learn from each other as far as what we have found. Take a look at an interview with a General Manager. What do you think? Is this for you? What do you thing about the Marriott guidelines covered and the career path and philosophies of this General Manager. Regardless of the type lodging operation the properties service culture is one of its most important aspects of its success. Technology should enhance the service culture. Take a look. This video clip covers guest interaction. Discuss what you watched. Would any of these concepts or ideas discussed make a big difference in the success of a hotel property? Why?

Technology is improving the way potential customers reserve the room initially. Most websites are adding information that can be downloaded into mobile devices to make reservation services easier to do on the go. Many hotels are adding touch screen controls to their rooms, for example, temperature control settings, to ordering room service allowing for a more personalized stay at the hotel. Free Wi-Fi is another popular amenity hotel and motels are offering to make a customer’s stay at their venue more comfortable…

HOSP320 Foundations Hotel Management Course

Week 2 All Students Posts 76 Pages 

Click Here: HOSP320 Course Discussions Week 2

Careers in Lodging – 40 Pages

Click Here: HOSP 320 Careers in Lodging

Often when hired by a hotel management company, you are expected to go through an extensive training program where you work in all departments. Which department do you feel you would have the most difficulty in? Why?  Give some detail on a hotel concierge and what are their roles in detail. Let’s look at a few managers within the Front Office Department. What is the role of a Telecommunication/PBX manager; Registration/Guest Services Manager; Reservation Manager? Select one and give a brief description of their roles in the day to day operation of a hotel complex.

As Hotel concierge, you will be responsible for greeting guests, welcoming them to your facility, and assisting them throughout their stay. You have to be knowledgeable about the venue where you work and the surrounding area. You need to know what the facility can offer to your customers in any number of special circumstances and be able to make recommendations based on their needs.

Detail responsibilities are shown below :

Communication Responsibilities: Communicating with the customer is often the first responsibility of the concierge. This includes speaking to them over the phone and in person. The concierge is the go to person for any of the customer’s needs and questions. Good communication skills are vitally important.

Educate the Guest: The concierge also provides all the information that guests needs to enjoy their stay. This may include providing information on the facilities available and the services able to be booked. It may also include providing information on travel routes, available tours, schedules for outings and transportation availability.

Gather Information: Often, the concierge has a wide range of pamphlets and brochures available for guests. The concierge will hand these out as needed. The concierge may make recommendations about activities that suit the guest. They will need to have a full understanding of the events to educate the guest. In addition, concierges often have maps to provide guests with travel information. They need to be familiar with the surrounding area, as guests will often ask for recommendations and directions.

Handle Bookings: The concierge may handle bookings for special shows for guests. Concierges often help with obtaining tickets, setting appointments, and making reservations for guests as needed. This is especially true in high end facilities and those that cater to business travelers…

Housekeeping Issues – 36 Pages 

Click Here: HOSP 320 Housekeeping Issues

What challenges do you think you would face as an Executive Housekeeper to keep your housekeepers motivated to keep everything clean? What should the executive housekeeper incorporate into his or her department to increase the productivity of their housekeeping employees?  What are the procedures an executive housekeeper might use in the linen control process? Let’s assume you were the executive housekeeper of a large resort property and you just hired several new assistant housekeepers. How would you explain to your new employees: operating stock; circulating stock; perpetual inventory; or other key procedures as they apply to inventory control and management of linens?

I found an article about an American company that invented a device that sends radio frequencies through a chip that is embedded into the fabric of towels, sheets and bathrobes. It doesn’t say what happens when the Guest steals one of these things. I don’t know if it’s like “lo-jack” and the item can be retrieved from the Guest’s house. Or maybe the sensors set off an alarm at the Door and shame the Guest into opening their suitcases and releasing the goods like Home Depot when the door sensors go blaring but, One of the 3 Hotels using them reports they went from 4000 towels a month, to just under 750, saving them 16,000 dollars a month. Wow!

How do you explain to your new Employees all things relevant regarding stock and Inventory?

Early on, I am not sure I would. I look at it this way, As a newbie, I need them to know a few things about rooms and their upkeep. Guest Satisfaction is job #1. Linens are a key part to Guest Satisfaction. Which means along with room cleanliness, it is a major factor and should be at the top of our list of concerns regarding Guest Happiness. Our book lists 4 ways linen gets removed from the daily rotation on page 103.

  1. Normal wear and tear.
  2. Improper use or handling.
  3. Loss in the Laundry.
  4. Theft.

I would explain it like this…”These are the 4 reasons we lose use of our linens. 2 and a half of them our things we can control. The more we control our losses, the more money stays in the pot, the more possible it is that we all keep our jobs and hopefully grow and prosper with this Hotel.”

Treat your linens like Family. Get to know them. Each room has only so many members of your Family. As they get older, normal use will prevent them from staying and they will move on and be changed by a new replacement. That is out of your control but, treating them with great care will prolong that from happening. Not misusing them for things other than they are intended will also go a long way. Just because they are fabric does not mean they should take the place of a polishing cloth, sponge or tissue. (Bath or otherwise) By not improperly using them, they are less likely to be removed from service from the folks who do the Laundry for stray tears or stains. So, if you are nice to the linens, the Laundry folks will be nice and let them stay around longer. Finally, just because they are Family, doesn’t mean they can go home with you. They live here. It’s not worth losing a job and maybe a career over a 3 dollar towel or sheet. IF, you are so amazed and impressed by the quality of the linens let me know, and the next time we make a bulk purchase I will get you a set for yourself at a bulk discounted price.

As for the other stuff, stock and inventories, management and controls I say let’s get the folks to give a crap about them first and then give them the inside baseball stuff about what we do with them. Maybe a week, maybe a month, depends on the Employee. Because at the end of the day, if they don’t love them and treat them with care, the other stuff doesn’t really matter…

HOSP320 Foundations Hotel Management Course

Week 3 All Students Posts – 88 Pages 

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Role of the Marketing Manager – 43 Pages 

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What is the role of a marketing and sales manager for a large conference center and hotel? How about the Director of Sales and Marketing? Would you want to become part of this team? Why or why not?  What is the difference between public relation activities and sales promotion activities? Give some examples, Is public relations more effective than advertising? What are the other major types of meetings a convention hotel would be interested in? Have you attended any types of meeting with your employer? Share with your classmates your experience.

The Director of Sales and Marketing for a large hotel and conference center is typically responsible for overseeing employees who are responsible for booking new business and creating strategies for products and services, which include pricing, promotions and distribution for their hotel and conference facilities. This position tends to focus more on customer service and sales, while the marketing activities such as advertising, social media and promotions tend to be focused on less.

The Director of Sales and Marketing will always try to work as closely as possible with other members of the hotel management team to identify marketing priorities and review future booking levels in order to plan dates for promotions and other events to help increase occupancy rates. They also work with the event management team to try and schedule marketing events to attract additional conferences and other social functions…

Role of the Human Resource Manager – 45 Pages 

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What are the specific roles of the human resources manager? Many folks are interested in this role. Are you one of them? Why or why not? Let’s discuss workplace discrimination. What is the Americans with Disabilities act all about? Give an example in the hospitality industry. If you can locate an Internet article that reviews a hospitality operation that has violated the American with Disabilities Act share with your classmates. Sexual harassment is a major issue in the hotel and restaurant business. What is sexual harassment? Give an example of a sexual harassment.

In my Area Manager Role at Enterprise Rent a Car. I was responsible for hiring and firing, counseling, referee between workers, baby sitter and often times, I felt like a Bartender. Corporate was the HR hub and they sent me applicants. Even though Corporate would have liked us to handle everything that came up, (they sent us through various training) ultimately, we could always cop out and say, “You have to take that up with Corporate.” I did everything I could not to say that and fix what was broken but, a lot of my fellow Managers couldn’t be bothered and passed the buck down the line.

It was easy to discuss compensation and benefits because everyone got paid the same. There were perks you could make through performance but, there was no secret what anyone made which was nice. The topic of money is so weird in Society. it always has to be super secretive. This way was better I believe.

Corporate would go over Insurance but, we all had to be experts on that front as well. Full knowledge of co-pay’s, that kind of thing. Training and Development was on the individual Branches but, bigger stuff like “Sexual Harassment in the Workplace” was covered by corporate trainer and Official Paperwork was signed and documented. Zero tolerance was the environment and our culture and everyone participated in a daylong event at Corporate so there was no confusion.

We actively recruited. One of my best Branch Managers was a Waiter at a Restaurant we had a Lunch Meeting in. Everyone should be a Waiter/Waitress/Server (whatever you want to call yourself. When I did it I was a Waiter) for at least 2 weeks in your life. You learn skills they can’t teach you in School.

So, to sum up a Human Resources Manager, must be “well-versed in each of the human resources disciplines- compensation and benefits, training and development, employee relations and recruitment and selection.”

I used a website that goes over the basics of what a HR Manager does listed below. It’s been a while since I held the Area spot in Enterprise.

Would I want to be one? No.

I have too much empathy. When people used to come to me with BIG, personal problems, ones that they should be telling a Professional but, they trusted me instead. I would do my best to solve their issue. Problem was, in order to do that; I would put myself in their shoes and try to imagine what I would do. They folks usually departed from me with a solution but, it took a toll on me. I couldn’t shake the weight of their problem easily. It took me a little while to catch my breath. So no, I believe it takes certain people, with certain talents, to do certain roles. I respect that…

HOSP320 Foundations Hotel Management Course

Week 4 All Students Posts – 78 Pages 

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Role of Food and Beverages in the Hotel – 41 Pages 

Click Here: Role of Food and Beverages in the Hotel

What are some other food and beverage outlets a hotel could use? Let’s see about room service, bar and leased out space. Can you think of any more of these? What would make your guests leave the hotel to dine?  If you were a food and beverage manager how would you attract hotel guests to dine at your hotel versus dining elsewhere? If you were a food and beverage manager as how to attract customers that are not hotel guests to dine at your hotel? How can you make your food service operations a destination for non-guests of the hotel?

The History was defined by the Waldorf Astoria in NY, who in the 1930’s was the first to offer “in-room dining”. Then in 1969, 24-hour room service was offered. Now, it’s estimated over 51,000 Hotels offer some form or variation of room service. It’s also mentioned that around 40% of Hotel guests travel on business and that it’s these customers are the ones who most order room service.

The menu item that was focused on for the article is a club sandwich and why is it 40 bucks? For the record, we are talking about a turkey sandwich, with bacon, lettuce and tomato. Out of 15 cities of Hotels that charge room service, the highest was 23.65 from Hawaii and the least expensive was 11.80 in Dallas, Texas. The average was 15.85. And then the article goes on to say that even with these “sky-high” prices that room service, for most Hotels operates at a LOSS. Yes, a loss. Not to mention the fact, there are other charges that are usually included such as a 15% service fee and sometimes a sprinkled in “in-room dining” charge that could be anywhere from 5-12 bucks automatically put into the bill making that same sandwich possibly go up to 40 dollars.

One reason stated is “price discrimination”. The concept here is that is folks are willing to spend 400 bucks a night for a nice room, and then it wouldn’t be unreasonable for the convenience of delivery. Conceptually, folks that saving time enough to order room service are likely to make a decent amount of money and not mind spending more on this service.

Another concept is that folks see a 13 dollar sandwich and then don’t add in the extras in the fine print and in the end just pay the whole bill and not question the charges, or just write them off on a business account and chalk it up to the price of doing business.

The article also says that there are people who are willing to pay it. People often show up tired and hungry and don’t have the will to venture out in a place they may not be familiar with. Polls show that more American tend to “splurge” on vacation and are more willing to overpay.

Now the rub, Most Hotels LOSE money on the service so, if you are saying wait, that doesn’t make sense, yup, me neither, read on.

Room service is on the decline. According to my article, 10 years ago, room has fallen off by 25% even though Hotel Guests overall is a steadily rising number.

*The article stated an interesting thing. 90% of people will say they want a Hotel with a pool but, in the end only 10% will use it. I thought that was a neat stat.

In addition, the costs of having a 24/7 Staff to meet the occasional demands is super inefficient. Just paying one room service clerk 10 bucks an hour, for 8 hours is 80 dollars which isn’t that far away from what the room is being charged a night to begin with. SO why have it at all?

Looks. It’s become a matter of “keeping up appearances” for some places. A guest in the article said it this way, “if everyone offers it, why would I pay more for a room at a place that doesn’t?” Ouch.

BUT, Last year, The New York Hilton, the city’s 2nd Largest Hotel discontinued it. They replaced it with a large fridge with “grab and go” items. Other places are stepping up local restaurants and their services, which cost the Hotel nothing.

While this article does not see an end to room service anytime soon they do caution there is “wind of change” in the air…

Food and Beverages & Profitability – 37 Pages 

Click Here: HOSP320 Food Beverages and Profitability

What are some options the hotel can consider if they are not bringing in a profit through food and beverage? Please list at least two and let’s discuss with our peers, as we can generate some great ideas! What are some options the hotel can consider if they are not bringing in a profit through food and beverage? Please list at least two and let’s discuss with our peers, as we can generate some great ideas! Can room service be profitable? If not why? If yes why? I have a thought do you think you should complete against local restaurant that will deliver to your hotel? Can a hotel restrict deliveries? Should you get a commission from local restaurants that deliver to your hotel property?

What are some options to increase Food and Beverage profit?

I found an article online that speaks to just that topic.

First off, it talks about why. When a Hotel only has so many dollars to spend, and the Hotel and it’s services has a much larger profit margin, it only makes sense to promote that over its restaurant. One statistic sited is that a Hotel’s Food and Beverage Dept. is an exception if profit exceeds 20%.

So what is the strategy laid out by this gentleman to raise more food and beverage revenue?

More Guests and their usage, more Hotel Guests Average Checks, and increase more outside business from the community at large.

How? Is there a budget for it? Mr. Payne suggests it can be as easy as having your Hotel Staff more focused on the basics.

Hyatt has a plan where they give their guests an envelope that resembles the Academy Awards that when opened, “entitles the guest to 10 to 50 percent off Dinner or even just a free appetizer. Simple things like an increase in flyers, room promotions and elevator displays. When I am in Vegas, I am very impressed by the TV in the Elevator that makes the food in the Restaurants look amazing. I swear they pipe in the smell of the food with each ad!

Examine the success of local business in your immediate area. What works in the surrounding community? How about doing a joint promotion? Maybe bring in a radio station that’s doing one Event but, hold it for free at your location. He also suggests working Press Releases. How about the Restaurant hosting a Charity where a portion of the proceeds go to a specific Charity? In my area, Applebees is big with that.

As a final point, he says that “everyone” must be “on-board”. Long-term increases can only happen with the Staff’s “enthusiastic understanding and support”…

HOSP320 Foundations Hotel Management Course

Week 5 All Students Posts 69 Pages 

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Safety & Security – 34 Pages 

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What are some of the current issues and concerns hotel companies must content with in developing international hotels? What type of security features do we need to implement? What do you think about having security guards on hotel properties in the USA? (This is typical in many foreign hotel and restaurant locations) If you were a general manager would you have an in-house loss prevention and security program or would you out source it to an outside firm to handle? What might be the benefits and disadvantages of each?

Security at Hotels seems like a daunting task. On the one hand, we welcome everyone in who wants to stay, and on the other hand we have to protect from those who wouldn’t think twice from stealing from us, and who only think of us like targets anyway, and would hurt us in a heartbeat. I found an article that addresses Security and ways to combat the bad folks.

Maintaining Excellent Customer Service but…Everyone needs to aware of threats to the Building’s Security. Customer service has to be the biggest priority in any successful Hotel but, at the same time the article mentions asking key questions, checking ID’s and room keys and just a general awareness of seeing and thinking goes along way. I work at Home Depot and our biggest thing that prevents theft is Customer Service. Bad folks want to be left alone. if you shadow them under the guise of “customer service” they get annoyed and leave.

Reviewing Key Cards. Nowadays, bad folks have technology that can “hack” locks. The article states that at a Conference,  a Hacker did a demonstration for them where he effortlessly broke into a lock that is in over 7 million Hotel rooms Internationally. If a Hotel gets ahead of one way in, the hackers will create another way. Eye scans, and finger prints are the future, let’s hope that holds up for a while.

Hotels doing background checks on their own people. People who want to do harm, will. But, at least if a Hotel does background screening that’s a good start and not just the Hotels but, the Contractors that service the Hotel as well have to be brought in from a reputable company that has the same protocols.

Controlling the Entrances and Exits especially after hours. Having cameras around the property monitoring at all times. Having physical folks doing Security is even better but, the article warns against Security dressed like Security. Suits, ties and earpieces gives the appearance of Security without making people feel uncomfortable by seeing a Uniform that says, “I am Security”. The article stresses that can be a balance that makes folks feel “welcome and at the same time watched over”. At the same time, they need to have the talent for Customer Interaction so a background in Hospitality wouldn’t hurt either.

Ongoing Training and having a plan. Things happen. Being prepared for everything is impossible. Practicing different scenarios keeps the topic to the forefront of people’s minds. Being aware that something can happen, helps the mindset that something could. Having the Staff be aware in high traffic points, parking lots, baggage areas, after hours places like Gyms, Restaurants, and loading docks, or just where folks may seem out of place, can go a long way in keeping the property secure. Security only has so many eyes, even with their cameras. Having the entire Staff on board and on the same page and working as a team in the name of safety and security gives them hundreds of eyes daily achieving the same goal…

HOSP320 Foundations Hotel Management Course

Total Quality Management – 35 Pages 

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What activities should the general manager participate in to be an example of Total Quality Management? What does service, quality and value have to do with this, and what types of programs can we implement to execute this effectively? You can see about continuous improvement processes, for example.  The general manager must develop a service and performance culture within his or her hotel property. Managing services can be challenging versus selling a product. Is a hotel selling an intangible product to their guests? How does a hotel tangibilize the services they sell? What is the guest really buying in a full service hotel?

Conceptually speaking TQM seems like it helps Upper Management, manage lower management, through a combination of gentle guidance and empowerment. It helps get the day to day needs done despite having very little control over them because of the empowerment and mutually agreed on, shared goals.

I found a neat article that followed around a GM on a typical day. It was in the Harvard Business Review. It wasn’t a Hotel GM but, that’s ok because it seems to me all the same traits were there. His name was Mike and he was the GM of a Successful Investment Firm. His day is surprising loosely scheduled. He has an agenda, there is some structure but, he weaves in the interactions of his day with his agenda. There was a lot of personal interactions. A lot of laughing and time for quick stories and catching up. He had his finger on the pulse of all the Events around him but, through his people so it was more of an invisible finger. He made time for everyone and was approachable by all. Busy. But, never to busy. He worked through lunch but, bought lunch for the other person.

He asked specific questions of those around him. Targeted questions because never lost sight of where he needed to end up. His interactions were brief but, quality filled. Very purposeful. He was a good network builder. He was aware her needed to make decisions that he didn’t know all the smaller details about but, knew he had a team of folks around him that did and shared the same goals. The article was huge so I won’t bore you with all the details about it but, I will tell you one part that seemed really relevant.

In his day, we saw that he was rarely alone. In the whole 10 hour day, there was maybe 20 minutes when he wasn’t with another person. We saw him dance and network building with many different people using an arsenal of interpersonal tactics. He used humor and “non-work” related discussions as a tool to develop and build relationships, while maintaining focus on the topics that needed to be covered, that were running on a clip board in his head. Here’s s direct quote that impressed me and I thought the same thing as I read the article and how scattered he appeared by constantly bouncing from person to person rarely staying on topic.

“Because maintaining relationships requires GM’a to deal with issues that other people feel are important (regardless of their centrality to the business), it is also not surprising to find that they spend time on issues that seem unimportant to them”.

This person had that quality. Everything was cool and calculated. All topics were discussed with the same amount of even flow of concern. I think that’s what it takes to be a great GM…

HOSP320 Foundations Hotel Management Course

Week 6 All Students Posts 73 Pages 

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Hotel Management Companies – 38 Pages 

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Why do management companies sometimes lose their contracts? In other words, what particular features should always be kept clear with the owner and the management company? Go to the Internet and find a hotel management company. Tell the class what you found, how they present themselves, what services do they offer the owners of hotel properties. What is a hotel management contract? What are the advantages to a real estate investor of hiring a company to mage their real estate investment?

I found an article on line to get the discussion started that explains a few things about these agreements.

Right off the bat…”Owners and Managers are not Partners”. An Owner can own many Hotels or just one. So, if you are the Owner you want and expect every Hotel you own to make as much money as possible. What this article points out is that the Manager, and more notably a Manager of a brand wants is to promote and build their brand. And while that reads like that’s the same thing it isn’t. An Owner gets paid off his bottom line. So after everything gets paid, they get whats left. One of those “things” that get paid is the Manager. They get paid right off the top from “gross revenues” whether or not the Hotel makes money or not. The scenario they are explaining is that if the Management company runs a few Hotels in range of each other it’s better for the brand if the Hotels all do good. Rather than one do spectacularly, and the others not so good. So while it’s boosts the Manager’s portfolio, it doesn’t necessarily fatten the wallet of the Owner.

“Managers are NOT taking Ownership risk” Owners put up the majority of money. Managers put up some but, nothing like the Owners. They site a great example using the Charities and whether a person is “involved versus committed.” In a ham and egg breakfast, the Chicken is involved but, the pig? He was committed. The same goes for this. Managers are involved, the Owners are committed. (That’s fantastic)

“The Hotel Management Agreement is important”. This seems to stem from a discussion whereby folks argue that the Management Team and their existing track record is more important than the agreement. Which to me is like saying, “I don’t need a manufacturer warranty, Ford is a good company and I know 5 people who haven’t had a problem with theirs.” They point out that while most Management companies have success stories they point to, they also have not so successful stories they skip over.  A management agreement also has expectations for 5, 10 and 20 years and beyond. Good track records can change, so while they are important, they aren’t everything.

“Owners need meaningful approval rights” What’s this about? A lot of times, the management company wants you to just “trust them” regarding their style and direction. I guess in the past, that’s what folks did. This points to the need of Owners being a lot more involved in decision making like budgets, where money gets allocated and operational matters that effect daily operations. They merely point out that Owner should surrender their voice on these matters, given the previous track record of the Management Company.

“The gap can be bridged” Even though there are pointed differences in the goals of these two sets of people, there can be a “middle-ground”. How that gets established depends on the two sets of people. Lawyers and advisors who are experienced in the specific needs of both sides can bring the two sides together to make “practical compromises”…

Franchising – 35 Pages 

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Do you prefer to stay in a franchise or an independent hotel/motel? What are the reasons that make you prefer this type? Do you feel that the procedures and amenities may have a lot to do with this, as well as leadership? One of the services offered franchisees by the franchisor is “marketing And advertising programs” What is included in “in the marketing and advertising benefits the franchisee gets  in the hotel industry How does it benefit the franchisee and the franchisor? Public perception might feel there are inconsistent discounting practices. Hotel management need to continue to maximize revenues based on yield management systems. What ground rules might a hotel manager use to make it more acceptable to guests? What would you do if you were a hotel manager to make the discounting or pricing administration program more acceptable to guests?

I have stayed at smaller “mom and pop” places and while you believe you are paying a little more for “just like home” accommodations.

The reality is, I was paying for their higher insurances because they didn’t have the power of large franchise group cost to help buffer the rate. I was paying for the higher rates they paid to cover their workers, (if they even offered it to them). I was paying for their higher everything because they weren’t a huge chain.

True story. I was staying at a tiny place because all the bigger places were booked for some obscure convention, which was a big thing to that area. I ended up staying at a tiny little place 30 miles away which was the closest. The rate was brutal. (I think they were trying to pay the mortgage for the month with me and a few other folks.) It was tiny, the room smelled like old cheese puffs and the fabric of the carpet crunched in some spots when I walked. Upon inspection of the room, I noticed it only had a just bigger than a washcloth bath towel and a super small pillow. When I went back to the front desk to ask for a second pillow and to inquire if they had a bigger, or at least a second towel, the guy at the desk responded with, “what do you think this is? The Hilton?”…

HOSP320 Foundations Hotel Management Course

Week 7 All Students Posts – 74 Pages 

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Timeshares – 39 Pages 

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Why would the management of a vacation, timeshare resort be different than a full-service convention hotel? Do you think it has to do with the type of segmentation that they focus on to bring to the resort?  Has anyone taken advantage of taking a tour of a timeshare property? What do you think is the typical sales cycle and marketing program they use? How do they get people to buy in? Many people sell their timeshare weeks through timeshare resale companies. Why do you think that they would want to sell their vacation ownership? Do you think that this may be part of what we have been seeing lately in the economy as well?

I have visited a time share tour, we only went to get the $200.00 Walmart visa card, I didn’t care that we had to sit and listen to some boring speech and do whatever they could to get us to say “yes”, no matter what they came back with we always said no thanks, and we ended up leaving with a maybe and we would think about buying a time share,  When I lived in South Lake Tahoe, I worked for a timeshare resort, it was fun and whatever unopened food was left we got to keep. The cycle would e to get as many people into a sales event and have them watch a video about the time share and all the properties available, then offer a good rate and throw in a gift card or an extra  accommodation prize then people will sign up. Buying in is simple but one has to have the dollars to back it up to sign the contract. The average person just gets a little father into debt, and a retired person might have the dollars or those with well-paying jobs that make 5 or 6 figures a month!…

HOSP320 Foundations Hotel Management Course

Resort and Theme Lodging – 35 Pages 

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Compare and contrast lodging operations at large casino resorts versus non-casino lodging XXXX business. How are they different and how are they the same? Has this dynamic changed recently due to the turning events of the economy? Look around you in your home town area (say no more than a three hour drive from your home). What are some of the attractions (natural or man-made that exist?) Do these attractions include lodging operations at the attraction or surrounding the attraction? What is the leisure activity associated with these attractions? Compare and contrast the lodging requirements of activity-based facilities and themed facilities. What are the differences and similarities between these and are they appropriate? Why or why not?

Probably the most telling information about them is on page 309 of our book. It explains that Casinos focus 1000% on Customer Satisfaction. So, if you are thinking “yeah, doesn’t everybody?” How about this? While most Hotels try to drive their Average Daily Rate and make the most of yield management, and care about Occupancy Rates, our book explains that Casinos…not so much. Not only that, they even try to get the rates down lower to entice folks in. The sheer volume of business that goes through the Casinos is staggering. SO much so, that the Casino is the focus. How about these numbers? Larger Casinos have 15-20 thousand people a day walk through their doors Monday through Friday, and 40-50 thousand on the weekend. A few “Big-time” gamblers can bring the Casino in millions in a year. How many rooms do you needs to sell to hit a million in profit?

Contrast that with any other lodging resort and that’s hard to compare. Like I said, Casinos are their own animal. Throw out all the rules because nothing applies that typically applies. Having read the whole chapter it also discusses Activity based Lodging, (golf, hunting, music and fishing, to name a few) Where the folks come to focus on a certain activity that isn’t Gambling. Like Casinos however, there are a certain amount of “freebies” or as the Casino calls them “comps” expected with this and really all other types of lodging. The more things that can be free or all-included, the better. In today’s World, people have come to expect it. I don’t get Historical themed lodging. Dressing up like the time period, or living the way “they did in the past.” is not my thing. Technology has made the world an exciting place. Shutting it out seems to be a violation of some kind.

The book mentions a few different alternatives to straight Casinos yet surprisingly to me ignored Disney. Disney, to me, is another mystery to me. They define and redefine many different aspects of Hospitality. I think they have led…

No Final Exam

HOSP320 Foundations Hotel Management Course