Learning Objecive
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Learning Objectives
Chapter 1: Overview of the Lodging Industry
Objective 1
Explain how the lodging segment is integral to the travel and tourism/hospitality industry.
Objective 2
Provide an overview of common ways to classify hotels.
Objective 3
Discuss how hotels are organized.
Objective 4
Describe the most common structures of hotel affiliation ownership and operation.
Objective 5
Review the many challenges confronting the lodging industry in general and its segments more specifically.
Learning Objectives
Chapter 2: Front Office and the Guests: Planning for Quality Service
Objective 1
Explain that effective management of and emphasis on guest service is critical to a hotel’s success.
Objective 2
Provide an overview of quality that includes the role of managers, suggest a model to plan quality, and review quality components and their impact on competitiveness.
Objective 3
Describe a system to design and evaluate service delivery processes that address guest-service expectations.
Objective 4
Discuss the role of empowerment, the use of guest-friendly processes, and continuous quality improvement in meeting a hotel’s quality goals.
Chapter 3: Overview of the Front Office Department
Learning Objectives
Objective 1
Explain that the primary function of front office staff is to coordinate guest services, and review basic front office functions and responsibilities that allow staff to meet guest standards.
Objective 2
Describe how a front office department in a small, large, and mega hotel may be organized.
Objective 3
Review job tasks commonly found in management and nonmanagement positions in the front office (rooms division) of a large hotel.
Objective 4
Consider basic human resources tactics applicable to recruiting, selecting, orienting, training, motivating, leading, staffing, and scheduling entry-level front office employees.
Chapter 4: Front
Learning Objectives
Chapter 1: Overview of the Lodging Industry
Objective 1
Explain how the lodging segment is integral to the travel and tourism/hospitality industry.
Objective 2
Provide an overview of common ways to classify hotels.
Objective 3
Discuss how hotels are organized.
Objective 4
Describe the most common structures of hotel affiliation ownership and operation.
Objective 5
Review the many challenges confronting the lodging industry in general and its segments more specifically.
Learning Objectives
Chapter 2: Front Office and the Guests: Planning for Quality Service
Objective 1
Explain that effective management of and emphasis on guest service is critical to a hotel’s success.
Objective 2
Provide an overview of quality that includes the role of managers, suggest a model to plan quality, and review quality components and their impact on competitiveness.
Objective 3
Describe a system to design and evaluate service delivery processes that address guest-service expectations.
Objective 4
Discuss the role of empowerment, the use of guest-friendly processes, and continuous quality improvement in meeting a hotel’s quality goals.
Chapter 3: Overview of the Front Office Department
Learning Objectives
Objective 1
Explain that the primary function of front office staff is to coordinate guest services, and review basic front office functions and responsibilities that allow staff to meet guest standards.
Objective 2
Describe how a front office department in a small, large, and mega hotel may be organized.
Objective 3
Review job tasks commonly found in management and nonmanagement positions in the front office (rooms division) of a large hotel.
Objective 4
Consider basic human resources tactics applicable to recruiting, selecting, orienting, training, motivating, leading, staffing, and scheduling entry-level front office employees.
Chapter 4: Front