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Hotel Lobby and Guestroom
Practices
Hotel Management Major
Ministry of Education, Science and Technology Subject Accreditation Validity Period: Mar. 1,
2006~Feb. 28, 2018
Career Development Program Ministry of Labor, Training: International Tourism Marketing: (Mar. 1,
2013~Feb. 28, 2015)
Accreditatio
n Date
Comments
Mar. 1, 2006
Mar. 1, 2010.
Mar. 1, 2010.
Jun. 29,
2012.
Mar. 1, 2006~Feb. 28, 2010. Unit evaluated and accredited by Minister of
Education & Human Resources Development, No. 2006-03012
Mar. 1, 2010.~Feb. 28, 2014. Learning Program Accreditation by the Minister of
Education, Science and Technology (reassessment), No. 2010-04680
Mar. 1, 2010.~Feb. 28, 2014. Subject Accreditation by the Minister of Education,
Science and Technology, No. 2010-04886
Mar. 1, 2014~Feb. 28, 2018. Learning Program Accreditation by the Minister of
Education, Science and Technology (reassessment) No. 2012-05616
[hotel lobby and guest room practices] Written by: Bonggyun, Ham 010-5317-6385
Modification History.
[Hotel Lobby and Guestroom Practices] is a credit-approved selective subject for Tourism
Management Major consisting of 3 credit 3 hour lectures.
Unit DescriptionThis subject increases the students' overall understanding of importance of lobby operations, the
first impression of a hotel and they understand and learn guestrooms, the most important sales
product in hotels. Through this subject, they can understand overview of general hotel industry
and change of hotel accommodation environment and learn lobby operations and guestroom
management operations, hotel computer management system and customer satisfaction service,
and through this class on hotel lobby and guestroom businesses, they can cultivate abilities to
provide hotel servies in the lobbies and guestrooms, major departments of hotels and prepare
practical knowledge.
Application of the UnitThe students can understand hotel lobby and guestroom-related deparemental service techniques
and related task situations accurately and by learning practical knowledge necessary for hotel
enterprises, they can apply it to hotel fields.
Licensing/Regulatory InformationNo licensing or certificates required and it is help obtain hotel service provider, hotel
administrator, hotel manager licenses.
This unit must be assessed after the following prerequisite unit:
No Pre-Requisites
Elements refer to
key results in
one competence
unit.
Performance criteria refer to performance needed to prove the achievement of
the relevant elements.
The detailed information about the parts marked in bold italic in the text will
be elaborated in ‘Required skills and knowledge’ and ‘Scope.’ Performance
deliberation shall follow ‘Evidence Guide.’
Understanding
the development
of hotel industry
and the necessity
of guestroom
Be able to describe the characteristics of hotel management.
Be able to describe the meaning of guestroom business.
Be able to describe the history of Western hotel industry.
Be able to describe the history of the Korea's hotel industry.
Be able to describe management organization of hotel industry.
Be able to describe the essence and function of hotel industry.
Be able to describe the necessity of guestrooms in hotel enterprises.
Understanding
the concept of
and rate system
of guestroom
Be able to describe the structure of guestroom business department.
Be able to describe the composition of guestroom space.
Be able to describe the kinds of guestroom.
Be able to calculate the number of guestroom by calculation method.
Be able to describe the recent changes of hotel guestroom type.
Be able to describe the rate system of guestroom.
Utilizing hotel
computation
system
Be able to describe the computation system of guestroom business sector.
Be able to provide the customers with information using PC.
Be able to describe the Front Office System.
Understanding
the composition
and work details
of human
Be able to describe the roles of hotel lobby department.
Be able to describe the organization of lobby department.
Be able to describe the work details of lobby department.
Be able to describe the reservation operations of guestroom.
Pre-Requisites
Employability Skills InformationThis unit contains employability skills.
Elements and Performance Criteria Pre-ContentNo pre-content
Elements and Performance Criteria Pre-Content
resources of
lobby
department
Be able to provide door man service.
Be able to provide wallet parking service.
Be able to operate bell man.
Understanding
the guestroom
registration
operations
Be able to perform guestroom reservation operations.
Be able to operate guestroom registration.
Be able to perform reservation operations by the kinds of guestroom and
dates.
Be able to perform guestroom change operations upon the customers' request.
Be able to operate payment reception by the customers using cash, traveler's
check and credit card.
Understanding
the guestroom
administration
department
Be able to describe the work details of guestroom administration department.
Be able to provide bed decoration and turn down service.
Be able to administer mini bar and equipment in guestroom.
Be able to restore found articles in guestroom by handling regulations.
Be able to handle the customers' laundry by regulations.
Understanding
the importance
of the customer
satisfaction
Be able to describe the concept of the customers.
Be able to describe the importance of customer satisfaction.
Be able to describe the customer satisfaction management of famous
enterprises by learning success and failure cases.
Understanding
the safety
administration
operations
Be able to describe the safety administration operations.
Be able to describe the cause and prevention plan for fire.
Be able to describe the customer evacuation methods and induce evacuation.
Be able to fight fire at an early stage using a fire extinguisher.
Be able to use an indoor hydrant.
Be able to describe anti-theft know-how and handle it by regulations upon a
theft.
Be able to handle the customer safety accident by regulations.
l The students should know the basic attitude toward the customers.
- Correct posture and attitude
- Greeting manner by situation
- Dialogue manner by situation
- Customer reception manner by situation
Required Skills
l Guestroom classification method
- Guestroom classification by the number of bed
- Guestroom classification by the size
- Sense of duty as service employees
- Service mind as hotel employees
Critical aspects for
assessment and
evidence required to
demonstrate
competency in this unit
Subject Accreditation by the following abilities will be assessed:
l Should be able to describe the characterstics of hotel enterprises.
l Should be able to describe the management organization of hotel
enterprises.
l Should be able to describe the management organization of hotel
industry.
l Be able to describe the necessity of guestroom in hotel enterprises.
l Should be able to describe the kinds of guestroom.
l Should be able to describe the composition of guestroom space.
l Should be able to calculate the number of guestroom by
calculation method.
l Should be able to describe the kinds of rate system of guestroom.
l Should be able to describe the roles of hotel lobby department.
l Should be able to describe the composition of organization of
hotel lobby department
l Should be able to describe the hotel lobby department의 work
details.
l Should be able to provide door man service by the customer arrival
and bell man service.
l Should be able to provide vallet parking service.
l Should be able to perform guestroom registration operations.
l Should be able to perform reservation operations by the kinds of
guestroom and dates.
Required Knowledge
Evidence GuideThe Evidence Guide provides guildelines for assessment and should be viewed in conjunction with
the Performance Criteria, Required Skills and Knowledge, Range Statement and the Assessment
Guidelines for Training Package
Overview of assessment
l Should be able to perform guestroom change operations upon the
customers' request.
l Should be able to perform payment reception operations by the
customers using cash, traveler's check and credit card.
l Should be able to describe the work details of guestroom
administration department.
l Should be able to do bed decoration.
l Should be able to administer mini bar in guestroom.
l Should be able to provide turn down service.
l Should be able to restore found articles in guestroom by handling
regulations.
l Should be able to maintain bathroom.
l Should be able to handle the customers' laundry by regulations.
l Should be able to administer equipment in guestroom.
l Should be able to describe the hotel computation system.
l Should be able to provide the customers with information using PC.
l Should be able to describe the importance of customer satisfaction.
l Should be able to describe the cause and prevention plan for fire.
l Should be able to use fire extinguisher.
l Should be able to describe anti-theft know-how in hotel and
handle robbery by regulations.
Method of assessment
Various assessment methods must be used to evaluate practical skills
and knowledge. The following methods are applicable to this course:
l Should be able to describe the concepts through the written test
l Should be able to describe the kinds and space composition of
guestroom.
l Should be able to describe the work details of hotel lobby
department.
l Should be able to provide door man service and bell man service.
l Should be able to provide vallet parking service.
l Should be able to perform guestroom registration operations.
l Should be able to perform payment reception operations by the
customers using cash, traveler's check and credit card.
l Should be able to describe the work details of guestroom
administration department.
l Should be able to maintain guestroom.
l Should be able to restore found articles in guestroom by handling
regulations.
l Should be able to provide the customers with information using PC.
l Should be able to describe the importance of customer satisfaction.
l Should be able to describe cause and prevention plan for fire.
l Should be able to use fire extinguisher.
l Should be able to describe anti-theft know-how and handle
robbery by regulations.
l Should be able to prepare a reasonable report on the given topic
based on theoretical study.
l Should be able to describe the prepared report through
presentation logically.
l The report and presentation should have adequacy of the subject,
creativity, rationality of conclusion, presenter’s attitude, outfit,
speech, and eye-contact, drawing attention from audience.
Guidance information
for assessment
Assesser should conduct an integrated assessment in order to
comprehensively evaluate this unit along with other units, in relation to
the industry, field and duty.
l They can be well aware of industry sector, operation site and work
roles through on-site hotel practices.
l They can apply case study of hotel to practices based on
theoretical knowledge.
l They link knowledge and techniques learned through on-site
practices in hotel.
Understanding the
development of hotel
industry and the
necessity of guestroom
Should be able to describe the characteristics of hotel management.
Should be able to describe the meaning of guestroom business.
Should be able to describe the history of domestic/foreign hotel
industry.
Range Statement
This section contains information relating to performance and devices. This can affect the work
environment as well as performance. This can be included in education and assessment as
necessary criteria (availability of device and needs of local society and businesses).
Should be able to describe management organization of hotel industry.
Should be able to describe the essence and function of hotel industry.
Should be able to describe the importance of guestroom product in
hotel enterprises.
Understanding the
concept and rate system
of guestroom
Should be able to describe the structure of guestroom business
department.
Should be able to describe the kinds of guestroom.
Should be able to calculate the number of guestroom by calculation
method.
Should be able to describe the recent changes of hotel guestroom
type.
Utilizing hotel
computation system
Should be able to describe the computation system of guestroom
business sector.
Should be able to provide the customers with information using PC.
Should be able to describe the Front Office System.
Understanding the
composition and work
details of human
resources of lobby
department
Should be able to describe the roles of hotel lobby department.
Should be able to describe the organization of lobby department.
Should be able to describe the work details of lobby department.
Should be able to describe the reservation operations of guestroom.
Should be able to provide door man service.
Should be able to provide wallet parking service.
Should be able to operate bell man.
Understanding the
guestroom registration
operations
Should be able to perform reservation operations by the kinds of
guestroom and dates.
Should be able to perform guestroom registration operations.
Should be able to perform guestroom change operations upon the
customers' request.
Should be able to operate payment reception by the customers using
cash, traveler's check and credit card.
Understanding the
guestroom
administrationdepartment
Should be able to describe the work details of guestroom
administration department.
Should be able to provide bed decoration and turn down service.
B Should be able to administer mini bar and equipment in guestroom.
Should be able to restore found articles in guestroom by handling
regulations.
Should be able to handle the customers' laundry by regulations.
Understanding the Should be able to describe the concept of the customers.
importance of the
customer satisfaction
Should be able to describe the importance of customer satisfaction.
Should be able to describe the customer satisfaction management of
famous enterprises by learning success and failure cases.
Understanding the safety
administration operations
Should be able to describe the safety administration operations.
Should be able to describe the cause and prevention plan for fire.
Should be able to induce the customer evacuation.
Should be able to use fire extinguisher.
Should be able to describe anti-theft know-how in hotel and handle
robbery by regulations.
Should be able to handle the customers' safety accident by regulations.
Midterm Exam (30)
The students should understand the development background of
hotel industry, the concept of guestroom product and rate system
and be able to describe computation system applicable to
practices and are assessed for human resources composition and
work details in the lobby department. (Written Test)
Assessment of the level of understanding of the characteristics of
hotel management
Assessment of the level of understanding of the importance of
guestroom business
Assessment of the level of understanding of the history and
management organization of domestic/foreign hotel industry.
Assessment of the level of understanding of the essence and
function of hotel industry.
Assessment of the recognition of the structure of guestroom
business department and the kinds of guestroom.
Assessment of the recognition of changes of hotel guestroom
type and rate system of guestroom.
Unit Sector(s)hotel management theory, hotel practices, tourism field placement
Competency Fieldhotel, condominium, golf-tel, resort
Elements and Performance Criteria Pre-Content
Assessment of the level of understanding of the computation
system of guestroom business sector.
Assessment of the PC utilizeability
Assessment of the recognition of the roles and work details of
lobby department
Assessment of the performance of reservation operations
Assessment of the operation ability of lobby service
l Multiple choice 1 point ⅹ 10 questions
l Short-answer 2 point ⅹ 5 questions
l Descriptive question 5 point ⅹ 2 questions
Midterm Exam result elements
Be aware of the characteristics of hotel management organization
and the work details of guestroom department through theoretical
learning.
Learn the kinds and rate system of guestroom to apply them to
practices.
Can provide the customers with information accurately and fast.
Can perform lobby service operations.
Final Exam (40)
Should be able to understnad the work details related to the
reproduction and sale of guestroom product and describe the
importance of the customer satisfaction management in the
processes of reservation, registration and settlement.
Should be able to be aware of the customer safety administration
operations. (Written Test)
Assessment of ability to perform guestroom reservation operations
by the kinds of guestroom and dates
Assessment of the level of understanding of guestroom
registration operations
Assessment of the level of understanding of payment reception
operations by the customers' use.
Assessment of the level of understanding of the work details of
guestroom administration department.
Assessment of the level of understanding of bed decoration and
turn down service.
Assessment of the ability to perform mini bar and equipment
administration in guestroom.
Assessment of the recognition of found article handling
regulations in guestroom.
Assessment of the recognition of the customers' laundry handling
regulations.
Assessment of the level of understanding of the concept of the
customers and the importance of customer satisfaction.
Assessment of the recognition of the cases of customer
satisfaction management.
Assessment of the recognition of safety administration operations.
Assessment of the recognition of cause and prevention plan for
safety accident.
Assessment of the recognition of inducement of the customer
evacuation.
Assessment of the ability to use fire extinguisher.
Assessment of the recognition of anti-theft know-how in hotel and
handling of robbery by regulations.
Assessment of the ability to handle the customers' safety accident
by regulations.
l Multiple choice 1 point ⅹ 10 questions
l Short-answer 2 point ⅹ 5 questions
l Descriptive question 5 point ⅹ 4 questions
Final Exam result elements
Learn the guestroom sale-related basic theory to apply it to
practices.
Understand the flow of composition, reproduction and sale of
guestroom product and the convergence relation of guestroom
department.
Learn various situations in guestroom by cases to adapt
themselves to operations in guestroom in employment.
Learn the customer safety-related matters to play roles in disaster.
Reports (10)
Compare and describe the guestroom product peculiarity of
guestroom products in five-star tourist hotels in Seoul. (team
assignments)
Adequacy of the subject 2
Creativity 2
Rationality of conclusion 2
Presenter’s attitude, outfit, speech, and eye-contact 2
Drawing attention from audience 2
Compare the pecularities of five-star tourist hotels in Seoul,
analyze the kinds of guestrooms, use rates, prices, themes and
main customers to grasp the elements affecting management
strategies.
Outcomes of the report
Understand guestroom product characteristics of five-star tourist
hotels in Seoul, grasp management strategies by the hotels to
seek for differentiated strategic marketing method.
Help decide career as they know hotel information in advance.
Attendance (20) Academic credit will not be given for attendance lower than 80%.