MNG00431 - Accommodation Operations (2020)

Introduces students to the history, origins, trends and contemporary issues of accommodation operations including forecasting, yield management and budgeting. It evaluates the impact of brands, ownership structures and target markets on the accommodation organisation and the guest cycle. Discussions on how the experience and sharing economies affect operations of the accommodation and the metaphor of the 'theatre of accommodation' is explained in relation to the guest cycle.   

1. Introduction to accommodation operations
2. History of accommodation, hospitality and hospitableness
3. Hotel classification and grading structure; brands and target markets; quality and luxury
4. The experience economy: the 'theatre of hospitality', emotional intelligence, aesthetic labour, culture & values; complaint handling
5. Hotel operating structures: mergers, managed, franchised, strata and owned hotels. Hotel development costs
6. Rooms division - functional departments: the front office, sales, housekeeping and the maintenance departments
7. Budgeting and forecasting: revenue management, yield management, outsourcing
8. Technology and the hospitality industry - the digital age and digital business disruptors
9. Security and legal aspects  

Learning outcomes

Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.

Prescribed texts