HOS2220 Rooms Division Management: ECU, Semester 1, 2020 Overview

This document provides an overview of the HOS2220 Rooms Division Management unit, taught at ECU in Semester 1, 2020. The unit focuses on the lodging sector of the hospitality industry, with a primary emphasis on Front Office and Housekeeping, including Security. The curriculum covers principles and procedures of hotel accommodation management, operating statistics, and the use of a property management system (PMS). The unit includes guest lectures, industry insights, and practical applications like the Opera Software. Students will learn about guest accommodation security, efficient front office and housekeeping operations, and the guest cycle. The unit also emphasizes communication skills and active learning through lectures, tutorials, and online discussions. Assessment includes individual reports and practical exercises. The unit also provides information on resources like textbooks, academic skills support, and library services to enhance student learning.

HOS2220
Rooms Division Management
Semester 1, 2020

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HOS2220
Rooms Division Management
Discipline: Business Services
Prepared by: Dr. Edmund Goh, Version 1.0
Key unit contacts
UNIT COORDINATOR AND LECTURER
Name Room Email Tel Consultation Time
Dr. Edmund Goh JO 2.258 [e-mail] 63045231 By appointment
ACADEMIC DISCIPLINE COORDINATOR
Name Room Email Tel
Dr Greg Wilson JO 2.238 [e-mail] 6304 2558
OTHER STAFF CONTACTS
Name Room Tel Email
Student Hub JO34 Level 1 134 328 [e-mail]
Senior Learning Adviser, Christine
Higginbotham
JO02.130 [e-mail]
Librarian, Kate Hewit Library [e-mail]
Classes for on campus delivery
LECTURE
Day Time Room
Monday 8.30am – 10.30am JO7.103
TUTORIAL
Day Time Room
Monday 10.30am – 11.30am JO02.105
Monday 11.30am – 12.30pm JO02.105
Acknowledgement of Country
The The School of Business and Law acknowledges and respects the Nyoongar people, who are the
traditional custodians of the land upon which its campuses stand and its programs operate. In particular
ECU pays its respects to the Nyoongar Elders, past and present, and embraces their culture, wisdom and
knowledge.

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Introduction to the Unit
Welcome to HOS2220, Rooms Division Management. This unit examines the lodging sector of the hospitality
industry. The principles and procedures of hotel accommodation management are covered to provide students
with a theoretical and practical foundation of the lodging industry. The primary focus is on the Front Office and
Housekeeping, typically the core departments in the Rooms Division sector, and includes Security. This will
be supplemented with guest lectures from industry and the University to help focus your thinking. You will also
be given the opportunity to examine international hotels and use your learning to identify ways that they could
extend and enhance their hospitality products. You will also be introduced to the Opera Software where
students have an opportunity to learn Rooms Division PMS system to manage your customer reservations
and room division needs.
Unit Learning Outcomes
At the end of this unit you will be able to:
1. Discuss the principles and procedures used in the provision of safe and secure guest
accommodation.
2. Calculate and interpret operating statistics and ratios used in evaluating the performance of rooms-
division.
3. Apply principles and procedures in planning activities for efficient operation of the front office and
housekeeping departments.
4. Analyse front office operations based on the use of a property management system according to the
guest cycle.
ECU School of Business and Law is an Advanced PRME signatory and is committed to transforming business and
management education and advancing the Sustainable Development Goals (SDGs).
Communication Skills
Communication skills are not only crucial for success at University, employers also want graduates who are
competent and confident communicators, with strong English language proficiency.
For assistance with improving your English language skills, you can make an appointment to see an
Academic Learning Consultant or attend one of the Writing Skills workshops. Please visit Blackboard >
Communities > Academic Skills Centre for workshop registrations and Academic Learning Consultant
appointments.
The Learning Experience
The mode of delivery for this unit is through a weekly on-campus 2 hour Lecture and a 1 hour tutorial. The
unit delivery will provide the theoretical and practical foundation of key concepts in rooms division
management. It is important that students attend the weekly classes because content for the assignments
and exam are being provided and developed in the weekly classes. Please arrive punctually and participate
constructively and professionally. You will find it beneficial to complete the associated reading prior to
attending class, to give you some understanding of the topic and improve your confidence with sharing your
ideas during class.
The teaching and learning approach is enhanced through classroom discussions and online discussion
boards, where the skills of working effectively with others (specifically working in teams, task collaboration

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and working productively with people from diverse cultures), communicating effectively, critical appraisal and
the ability to generate ideas are emphasised. Successful completion of this unit requires students to
complete individual assessment items, which are assessed for quality academic and professional standards,
including written communication (structure, language and conventions), ability to work effectively with others,
critical analysis (depth of thought, development of argument and logical analysis), depth and breadth of
coverage, and the ability to research effectively, using both academic and contemporary sources.
Blackboard, the ECU learning management system, will be used in this unit to permit communication outside
of the scheduled classes, and to provide you with information relevant to this unit. As an enrolled student in
HOS2220, you will be able to access the relevant unit information and resources that have been placed
there. To login to Blackboard, log in to your student portal or via http://myecu.ecu.edu.au. You will need your
username and password that were assigned to you as an enrolled student at ECU. You should also check
your ECU email regularly, as the lecturer/tutor will use this as a means of communication.
All teaching and learning at ECU is conducted in accordance with the Student Charter (accessed at:
http://intranet.ecu.edu.au/student/my-studies/rules-and-policies/student-charter). You should familiarize
yourself with this document in order to appreciate the culture and behavioural expectations of the University.
Active learning
Studying a university-level course requires you to take an active role in what you are learning. To get the
most out of your time at ECU, you should engage with and actively participate in your units, and take
responsibility for your own learning.
On-campus students
If you are enrolled as an on-campus student you will need to attend a weekly lecture and tutorial. It is
important that you attend class every week, arrive punctually and participate constructively and
professionally. You will find it beneficial to complete the associated reading prior to attending class, to give
you some understanding of the topic and improve your confidence with sharing your ideas during class.
Learning materials and resources will be available on the Blackboard site for this unit, to assist you with your
studies.

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Online students
If you are enrolled as an online (off-campus) student you will find your learning materials on Blackboard. It is
important that you are proactive and self-motivated with your learning as an online student, making sure you
commit to your studies at regular times every week to ensure success. It is critical for your success in an
online unit to engage with other students via Blackboard > Discussion forums, asking and answering one
another’s questions, sharing different perspectives and engaging with the content.
To assist you with planning your time, please consider the following:
• Use the Study Schedule to guide your progress through the learning activities and assessment tasks
this semester;
• Check your ECU student email regularly;
• Stay in touch with your classmates regularly, via Blackboard > Discussion Board.
• Plan ‘rigid’ study times in your weekly schedule and consider allocating separate times for reading,
learning activities, assignment research and discussion.
Discussion board expectations
Networking with other students; asking questions to clarify understanding; responding to questions asked by
other students; debating different perspectives; and sharing articles or other information you discover
throughout your studies, are all important parts of learning. To enable you to ‘discuss’ the unit content with
other students or to ask questions about the assessments, etc., an electronic Discussion Board is available
on the Blackboard site for this unit. It is your responsibility to check the discussion board at least once a
week via Blackboard > Discussion Board. If you are not sure how to find, or how to use the Discussion
Board, ask (or email) your tutor or lecturer for help.
When using the discussion boards, you must display the normal courtesies of professional communication.
Please refer to ‘ECU Discussion Board Etiquette’ (below) to guide your communication with other students.
The discussion boards are monitored and postings deemed unprofessional, inappropriate and/or unrelated to
the unit content will be removed.
ECU DISCUSSION BOARD ETIQUETTE
Please ensure your online communications follow these guidelines:
• Be polite;
• Use correct spelling and grammar;
• Do not write using capital letters (this can be interpreted as SHOUTING!);
• Avoid exotic fonts or colours;
• Be concise;
• Be respectful of different perspectives;
• Avoid responding when you are feeling angry;
• Do not disclose personal contact details; and
• Take the plunge and get involved in the discussions.
Texts and Resources
Textbook
The prescribed textbook for the unit is:
Kasavana, M. L. (2017). Managing front office operations. (10th ed.). Lansing, Michigan: Educational
Institute of the American Hotel & Lodging Association.
To have access to a textbook whenever required during your studies, the best option is to purchase a personal
copy, either through the COOP bookshop or online. If you aren’t able to purchase an item the library does
have e-books that can be borrowed, however user access comes in many different forms and access may
therefore be limited in some instances (one user at a time, three users per title, unlimited users).

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To learn more about borrowing online books please contact the librarian (accessed at:
https://ecu.au.libguides.com/prf.php?account_id=202715).
Significant references and journals
International Journal of Hospitality Management, International Journal of Contemporary Hospitality
Management, Tourism and Hospitality Research, Tourism Management, Harvard Business Review,
International Journal of Service Industry Management, Journal of Services Marketing and Journal of
Business Research.
Academic Skills Centre & Library Services
Each semester the Academic Skills Centre and Library offer online and on-campus workshops, consultations,
and self-access resources on a variety of topics that will help set you up for success in your studies. We
encourage you to access these free services to assist in developing the academic, research, and language
skills required to succeed at ECU. Remember, too, that employers seek graduates with strong communication
skills and the ability to think critically about information, so taking the time now to develop your skills in
these areas will serve you well into the future. Feel free to email or stop by the front desk at the ASC or
Library with quick questions, or click on the links below to find workshop and assignment drop-in
schedules or to make individual (or small group) appointments for support as you work on assessment tasks
and skill development.
Getting support with your academic writing and research skills
Academic Skills Centre
JO 34.240
ML 3.170
BU 3.101c
Online resources:
http://ecu.edu.au/academicskills
To book an online or phone appointment with a
Learning Adviser, go to
https://askus2.ecu.edu.au/s/article/000001642
Email: [e-mail]
Library Services
JO Building 31
ML Building 8
SW Building 3
Online resources:
http://ecu.edu.au/library
To book an online or phone appointment with a
Librarian, go to
https://askus2.ecu.edu.au/s/article/000002908
Email: [e-mail]
Learning Advisers can assist you with:
• Study strategies
• Academic writing
• English language development
• Numeracy and STEM skills
Library staff can assist you with:
• Digital skills
• Assignment research skills
• Referencing
• Endnote

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Study Schedule
This schedule provides a guideline on the topics covered and activities required each week, including
assessment dates during the semester.
Wk Date Topic/s Readings Tutorial Exercises Assessment
1 22nd Feb Introduction and Overview of the
Hotel Industry Chp 1 Please refer to
Blackboard
–
2 1st Mar Public Holiday – No classes - - –
3 8th Mar Industry Guest Lecture –
Director of Rooms, Pan Pacific
Hotel, Sener Tunali
Hotel Organization/ Front Office
Operations
Chp 2
and 3
Please refer to
Blackboard
–
4 15th Mar Reservations Chp 4 Please refer to
Blackboard
–
5 22nd Mar Registrations
Joondalup Resort Applied
Learning Pre-briefing – Justin
Peters, General Manager
Chp 5
Please refer to
Blackboard
Assignment 1:
Individual report
due Mon, 22nd
Mar, 12.30pm
6 29th Mar Communications and Guest
Services
Housekeeping
Chp 6
Chp 10
Please refer to
Blackboard
-
Mid Semester Break
7 12th Apr Housekeeping (Applied
Learning at Joondalup Resort)
Please refer to applied
learning schedule
8 19th Apr Front Office (Applied Learning at
Joondalup Resort)
Please refer to applied
learning schedule
–
9 26th Apr Public Holiday – No classes - - –
10 3rd May Security and Front Office
Accounting
Check out and Settlement
Industry Guest Presentation –
Gopu Nayar, Rooms Division
Manager, Ritz Carlton
Chp 7, 8
& 9
Please refer to
Blackboard
–
11 10th May Field Trip to Adnate Art Series
Hotel
No tutorial –
12 17th May Front office audit and planning
evaluating operations
Revenue management
Chp 11 &
12
Chp 13
Please refer to
Blackboard
Assignment 2:
Individual Service
Report due Mon,
17th May,
12.30pm
13 24th May Review of Unit Please refer to
Blackboard
Online
Assessment - tbc

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Assessment Information
In order to pass this unit, you must achieve an overall mark of 50% or more from the assessment tasks
sumarised below. It is possible to fail an assessment task and still pass the unit but you are urged to apply
yourself consistently throughout the semester to avoid unnecessary risk.
Assessment summary
No. Assessment Due Date and Time Value Mandatory to Pass
1 Report: Individual Report Week 5, Monday 22nd
Mar, 2021, 12 .30pm
20% No
2 Assignment: Individual Opera
Report
Week 12, Monday 17th
May, 2021, 12.30pm
40% No
3 Assignment: Online
Assessment
End of semester - tbc 40% No
Assessment Task 1: Individual Report
This 1500 word individual report is to investigate employee perceptions about working in front office and
housekeeping in a COVID-19 world. Historically, the lack of talent wanting to work in housekeeping is a
perennial and pertinent problem facing the dynamic hospitality industry. The pandemic has seen further
unattractiveness to work in front office and housekeeping given the potential spread of virus in a hotel
environment. This assignment will help develop your awareness and understanding of the features and
complexities of employee perceptions towards working in Rooms Division.
PREPARATION
Before starting this assignment, you should have read all assessment materials provided on Blackboard and
consulted with your Lecturer for additional instructions and support. Please refer to the marking rubric for this
assessment on Blackboard to see marking criteria and achievement expectation.
ASSIGNMENT INSTRUCTIONS
In order to provide customers with excellent service, a hotel must have good talent and adequately staffed.
Staff manpower planning is a critical element in Rooms Division. However, employee turnover in Rooms
Division especially in housekeeping is a perennial and pertinent issue and COVID-19 has exacerbated this
workforce problem in hospitality. For this assignment you are required to conduct a literature review on
employee perceptions towards working in in Rooms Division (Front Office and Housekeeping). You will be
required to produce an individual report which contains the following information:
Value: 20%
Format: Report, 1500 words (+/- 10%), MSWord, Times New Roman 12pt font, 1.5 spacing.
Please include an ECU Cover Sheet at the start of the document.
Due date & time: Week 5, Monday 22nd Mar, 2021, 12 .30pm
How to submit: Electronically, via Blackboard>Assessment folder > Turnitin link *
Unit learning
outcomes:
• Discuss the principles and procedures used in the provision of safe and
secure guest accommodation.
• Apply principles and procedures in planning activities for efficient operation
of the front office and housekeeping departments.
Course learning
outcomes • UGCLO1.1. Demonstrate business knowledge and understanding, with
depth in discipline, from different perspectives.

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1. Discuss how COVID-19 has impacted the hospitality industry and if employee talent is a problem in
Rooms Division.
2. Discuss the underlying motivations behind employees wanting to work in front office and
housekeeping in the current COVID-19 environment.
3. Discuss the challenges of working in front office and housekeeping in the current COVID-19
environment.
4. Discuss best practices adopted by hotels to attract and retain Rooms Division staff in the current
COVID-19 environment.
5. Provide practical recommendations on how hotels can attract and retain Rooms Division staff.
The submitted document should be 1500 words (+/- 10%) – excluding references, cover page, executive
summary and appendices. Referencing should be in the APA Style (see Resources below for Tip Sheet).
The report must be suitably referenced with a minimum of 8 academic references and may include
photographs, maps, tables, diagrams, illustrations. Academic scholarly research or literature in this context
includes published reference materials such as peer reviewed journal articles, textbooks and e-books, and/or
reports.
Any student who wishes to defer the submission of an assignment must apply to the lecturer before the due
date for an extension of the time within which to submit the assignment. The application must be in writing
and must set out the grounds on which extension is sought.
An assignment submitted after the fixed or extended time for submission shall incur a penalty to be
calculated as follows:
• where the assignment is submitted not more than 5 working days late, the penalty shall, for each working
day that it is late, be 5% of the maximum assessment available for the assignment; or
• where the assignment is more than 5 working days late, a mark of zero shall be awarded.
RESOURCES
Apart from the references provided above, students should be conducting secondary research using the
ECU library database.
MARKING CRITERIA
Please refer to the marking rubric on Blackboard for this assignment to see criteria and performance
expectations.
FEEDBACK
Feedback will be available via Blackboard>My Grades. There will be opportunity in class to obtain feedback
from your lecturer as you progress with the assessment task.

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Assessment Task 2: Individual Report on Opera and Industry Trends
This assignment is designed to assist students gain an understanding and appreciation of front office and
housekeeping activities. This 2500-3000 words report is based on your reflection through the usage of the
Opera software in this unit where you have to reflect on the usefulness of Opera in relations to the Guest
Cycle. The second part of the report requires students to analyse emerging technologies impacting the
management of Rooms Division operations.
PREPARATION
Before starting this assignment, you should have read all assessment materials provided on Blackboard and
consulted with your Lecturer for additional instructions and support. Please refer to the marking rubric for this
assessment on Blackboard to see marking criteria and achievement expectation.
ASSIGNMENT INSTRUCTIONS
Part 1: You are required to focus your analysis on using Opera for this unit. You will be required to discuss
the following:
1. Discuss the benefits and drawbacks of using the Opera software.
2. Discuss ten useful functions of Opera that you made while using Opera and how this supported the
guest cycle. Please clearly stipulate the Opera functions (e.g. performing a quick check in). Explain
why they are good functions. Please provide Opera screenshots saved during the tutorial sessions
as supporting evidence.
3. Discuss how you as a future hotel manager can develop a training program for your employees
using the Opera software.
Part 2: The role of technologies is vital to enhance customer service experience and business operation
efficiencies. In addition, the impact of COVID-19 has seen a surge in contactless service interfaces where
hotels have heavily relied on technology to deliver their operations.
You are required to analyse emerging technologies impacting the management of Rooms Division
operations. You will be required to discuss emerging technologies (e.g. artificial intelligence and robots) that
can be useful in the management of Rooms Division operations.
The assessment should be 2,500 - 3,000 words (+/- 10%) – excluding references, and appendices.
Referencing should be in the APA Style (see Resources below for Tip Sheet). The report must be suitably
referenced with a minimum of 10 academic references and may include photographs, maps, tables,
diagrams, illustrations. Academic scholarly research or literature in this context includes published reference
materials such as peer reviewed journal articles, textbooks and e-books, and/or reports.
Any student who wishes to defer the submission of an assignment must apply to the lecturer before the due
date for an extension of the time within which to submit the assignment. The application must be in writing
and must set out the grounds on which extension is sought.
Value: 40%
Format: Report, 2500-3000 words (+/- 10%), MSWord, Times New Roman 12pt font, 1.5
spacing. Please include an ECU Cover Sheet at the start of the document.
Due date & time: Week 12, Monday 17th May, 2021, 12.30pm
How to submit: Electronically, via Blackboard>Assessment folder > Turnitin link *
Unit learning
outcomes:
• Calculate and interpret operating statistics and ratios used in evaluating the
performance of a rooms-division.
• Analyse front office operations based on the use of a property management
system according to the guest cycle.
Course learning
outcomes • UGCLO1.2. Integrate and apply relevant knowledge, theory and technical
skills to local and global business situations

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An assignment submitted after the fixed or extended time for submission shall incur a penalty to be
calculated as follows:
• where the assignment is submitted not more than 5 working days late, the penalty shall, for each working
day that it is late, be 5% of the maximum assessment available for the assignment; or
• where the assignment is more than 5 working days late, a mark of zero shall be awarded.
RESOURCES
Apart from the references provided above, students should be conducting secondary research using the
ECU library database.
MARKING CRITERIA
Please refer to the marking rubric on Blackboard for this assignment to see criteria and performance
expectations.
FEEDBACK
Feedback will be available via Blackboard>My Grades. There will be opportunity in class to obtain feedback
from your lecturer as you progress with the assessment task.