Course Outline (RDOP101)

Programme: BSc Hons International Hospitality Management ASc in International Operations Course Title: ROOMS DIVISION OPERATIONS I Course Code: Prerequisite/s:
Co-requisite/s:

RDOP 101 Nil

RDOP II

Scheduled for trimester: 1/2 Credit hours:

Nominal Contact Hours:

Hours Breakdown:
Lectures: 22hrs Tutorials: 22hrs Directed Learning Exam/s 2hrs Self Managed Learning, Project/s & Assignment/s

Total Course hours: 46hrs Lecturer/s: Mrs. Rima Kai Tel Ext: 5152 Rima.Kai@emiratesacademy.edu

Lecturers email address

Rationale: To introduce the students with the Housekeeping Operations of a hotel by enhancing their knowledge, skills and techniques which are required in order to manage effectively the housekeeping department of a hotel property. Teaching Philosophy As the Emirates Academy we would like to provide a unique service to our students and become one of the top leading academic institutions internationally. Therefore, in order to obtain that competitive advantage we conduct our classes in smaller groups. In turn, it enhances the relationship between the facilitator and the students and we also manage to offer a more personalised service to our students. Independent thought is vital for the development of each student which is done by using in class discussions. Role plays based on different scenarios would be used in order to facilitate the delivery of the Property Management Systems (PMS) training during the lab hours. This also helps students to become more confident; use computer based technical skills and at the same time observe fellow students performances. For the students to achieve the objectives of this module, the facilitator acts as a guide and as an organizer. The facilitator has the responsibility to deliver the lab practical sessions; to deliver the theoretical background of the module based on different concepts. In addition, the facilitator acts as an advisor so students feel comfortable enough to approach the facilitator. Contact with students should be in a professional manner without forgetting the element of fun and enjoyment. The facilitator incorporates the above skills and attitude for the completion of a higher

Emirates Academy of Hospitality Management

Page 1

Course Outline (RDOP101)

standard of education for the students. Intellectual development is an expected result which will assist the students to develop further in the area of the Rooms Division, allowing students what they have learn and been taught in class to be put in practice later in life. As a facilitator, constant research and reading updates in the field is essential to highlight current practices within the industry. The operational experience within the area is also strongly demonstrated and explained to the students throughout the module by sharing real life examples and situations. As a result examples, scenarios, presentations and exercises are used in order to facilitate the students learning process and the achievement of the goals and completion of this module learning outcomes. Aims: The day-to-day responsibilities, systems, procedures, control measures and issues related to the Housekeeping department will be fully explained through classroom teaching. The course would assist the students in also making a decision if they would like to complete their internship within the Housekeeping operations during their 2nd year of the programme. Learning outcomes By the end of this course, students will be able to: LO 1. Explain the management styles used in the housekeeping department and to explain the purpose, role and areas of responsibility of a housekeeping department in a hotel unit. LO 2. Explain the organization structure within the housekeeping department and to list the responsibilities of an executive housekeeper, supervisor and rest of housekeeping employees. Highlight job specifications of the various positions within the department, highlighting the importance and need of team working amongst employees and management. Managing housekeeping personnel and all explain the human resources practices needed. LO 3. Understand the importance and role of planning housekeeping operations with the use of documents and SOPs by demonstrating an understanding of the activities involved alongside with operational procedures. LO 4. Identify the skills needed and manage effectively the departmental budget, inventory, material classification and any related pre-opening operations. LO 5. Explain the importance of cleanliness and hygiene and identify the guestroom layouts, status codes and the standard contents of a guestroom. LO 6. Understand the process of cleaning the different types of guest rooms and public areas. LO 7. Identify the role of a supervisor in housekeeping starting with rooms inspections until how to handle guest complaints.

Emirates Academy of Hospitality Management

Page 2

Course Outline (RDOP101)

Course Indicative Content

WEEK
1.

HOUR
2

LECTURES
Introduction to the Housekeeping module: Explain the course outline, introduction to the textbook and highlight the deadlines for different assessments. Ch.2 The Housekeeping Department: Planning, organizing and staffing the new organization.

TUTORIALS
Cont. Of Ch.2.

2.

Ch3. Managing Housekeeping Personnel: Exploring different human resources management techniques needed to select, to train and to evaluate employees. Quiz 1 ref to Ch2

Case studies 1 & 2 (pp.108) Homework: imagine a celebrity is coming to visit your home. What preparations you would make.

3.

Ch.5 Planning Housekeeping Operations: Planning of the housekeeping department with the use of several forms. Quiz 2 ref to Ch3

Case studies 1 & 2 (pp.127) Homework: Determining Par levels of different inventoried items (uniform, linen, cleaning supplies, loan items....)

4.

Ch6. Daily Routines & Systems: Opening the house and related duties, tasks and forms needed to be completed in order to run the operations. Quiz 3 ref to Ch.5 Ch7. Housekeeping Inventories (PART I): Administration of equipment and supplies (material budgets, inventory control, material classification, preopening operations, housekeeping chemicals, cleaning supplies & equipment, guest supplies). Quiz 4 ref to Ch.6 Ch7. Housekeeping Inventories (PART II) Quiz 5 ref to ch.7 (PART I)

Group Assignment for the Group Project Case study 1 (pp.141) Homework: Discuss the forms and reports used in opening the house DVD: Stay Safe-Awareness housekeepers, (26mns) training for

5.

Homework: Describe a room attendants cart with a neatly labelled diagram.

6.

Case study 1 (pp.203) Field Trip: Leo International (TBC)

Showroom visit

Emirates Academy of Hospitality Management

Page 3

Course Outline (RDOP101)

7. 2 PROGRESS TEST: Chapters 2, 3, 5, 6, 7 (during Lecture time) Eid El Adha 2 Ch.9 Hotel Guestrooms: Understand the floor layouts, the importance of room status and to identify the different types of guestrooms. Ch10. Standard Contents of a guestroom: Recognize various types of guestroom fixtures, fittings and accessories Quiz 6 ref to ch.9 Field trip: Sealy mattresses showroom (TBC) 11. 2 Ch. 11 Cleaning Guestrooms: Lay down the standards for cleaning and outline procedures for the daily cleaning, turn-down service and second service. Quiz 7 ref to ch.10 12. 2 Ch.12 Cleaning Public Areas: Understand and list the daily, weekly and periodic cleaning tasks for public areas. Quiz 8 ref to ch.11 Total Hours 44 Revision DVD: Guestroom & Bathroom Cleaning, (42mns) DVD: Housekeeping the deep cleaning process, (20mns) Group Project Presentation 15 minutes per group (10 minutes presentation + 5 minutes Q&A) Feedback related to Progress Test

8. 9.

TBC Case study 1 (pp.238)

10.

Short clips from various websites Homework: vacuuming the room- list the spots that are routinely vacuumed in a guestroom. List the areas that would only be vacuumed during deep cleaning.

Emirates Academy of Hospitality Management

Page 4

Course Outline (RDOP101)

Teaching and learning strategies The course involves a combination of lectures, lab, and experiential exercises. These classes will be supplemented with both printed and electronic learning materials. Additional readings and assignments will be handed out in class as needed. The workload consists of quizzes, group project, progress test and final exam. Format, Policies and Procedures This course will be delivered using a combination of resources. Students will complete twenty-two (22) hrs of lectures including a progress test of two (2) hrs alongside by twenty-two (22) hrs tutorials. It will then followed by a final exam of two (2) hrs. Attendances for each class are mandatory and they will be taken at the beginning of each hour, in accordance with the Academy policy. Students shall be marked as absent, if they are late and there will be zero tolerance. Students are responsible for all work missed during an absence. Students are not allowed to swap between groups unless it is been approved by the faculty member. Students are expected to behave in a professional manner during class hours, otherwise they will be asked to leave the class. Students will be also marked absent due to poor grooming standards and will be also asked to leave the class. Late submissions will be penalised as per the academic policies which are in the catalogue.

Assessments
There will be (N=3) assessments in this module. The students performance on this course shall be graded based on the following medium of assessments; Coursework i. ii. iii. (60%) Quizzes (20% in total) End of trimester Project (20%) Progress test (20%)

Coursework assignments will assess the following learning outcome /objective(s): Quizzes: L01- LO2- LO3- LO4- LO5- LO6- L07 Group Project: Please see below on page 6 Progress Test: LO1-LO2-LO3 Final Exam (40%) The final exam will assess the following learning outcome/objective(s): LO 1-2-3-4-5-6-7

Emirates Academy of Hospitality Management

Page 5

Course Outline (RDOP101)

RDOP101- Group Project

You are the executive housekeeper at the Emirates Academy Hotel, a 580 rooms deluxe class property. It is located in the city centre and accommodates mainly business travellers. The hotel has its own in-house laundry, 5 outlets, a business centre and an outdoor swimming pool. You are asked to complete the following tasks. Present your work in a report format: 1. Draw and analyze the chart of your organization, while explaining the relationship between Housekeeping department and the others such as FO, engineering, room service, security.. 2. Write the job description of an executive housekeeper, a supervisor and a GRA, covering the position purpose, the scope and the principal activities. 3. Develop a staffing guide for the HK department determining the total labor hours, number of employees needed and the estimated labor expenses. 4. Determine the par level of 1 item from each of the recycled and non recycled inventory. 5. Discuss the forms and reports you will be using in both: Opening the house Housekeeping day 6. Discuss the types of manual and mechanical equipment used in your department. 7. Discuss the content of a suite and a deluxe room at your hotel detailing the following aspects: Kind of furniture and their arrangement Soft furnishings used Accessories used Types of fixtures and fittings in the guestrooms Amenities 8. Explain how cleaning is organized in your hotel: For guestrooms For public areas (frequencies, method and hard-to-clean surfaces) 9. Discuss one of the challenges Executive Housekeepers are facing nowadays. 10.Discuss the latest trends in Housekeeping department in UAE and in another country of your choice (2 trends from each country).

END

Emirates Academy of Hospitality Management

Page 6

Course Outline (RDOP101)

Grading Criteria for Assessments

A The students work is outstanding in every respect showing an excellent ability to define the problem, analyse the problem using sophisticated analytical techniques and draw conclusions that are wholly located in the literature showing contributions to the literature and/or management practice. The number of references used will display ability to search the literature. Grammar and text structure is excellent and proper referencing is adopted with the provision of clear examples where appropriate. The students work is of an excellent standard but minor errors of a typographical or referencing nature are found. The student will have shown an excellent ability to define the problem, analyse the problem using sophisticated analytical techniques and draw conclusions that are wholly located in the literature showing contributions to the literature. Grammar is excellent and proper referencing is adopted. The number of references used will display ability to search the literature. The work is significantly above average in standard, showing an above average ability to define the problem, analyse the problem using sophisticated analytical techniques and draw conclusions that are wholly located in the literature showing contributions to the literature. There may be minor typographical and referencing errors. The candidates provide evidence of being able to develop conceptualisation beyond that done in class. The work is of a good to above average standard showing good understanding of concepts, issues and literature beyond the obvious, thereby showing good evidence of additional learning. It is conscientious, well presented but possibly has not fully integrated concepts into a whole. Answers may be serial in nature without fully attempting a holistic assessment of the response to a problem. The work will draw upon an appropriate number of references but there may be some omissions in the literature. There may be a small number of typographical errors. The work is of average standard showing a clear understanding of the concepts and issues that is to be expected of a student at a given standard of work. There may be a few factual errors, but these are not sufficient in number or significant in nature to generally detract from the main thrust of the argument. The main hypotheses are clearly stated, but some nuances may be left unattended. Writing is still clear with few errors of grammar and syntax, but there may be some typographical errors. The work is of an average standard to slightly below average. It is generally conscientious and the number of references used will be acceptable in number but do not provide evidence of detailed search for information/authorities. The analysis is acceptable but shows little innovative thinking being generally conventional and dependent upon a comparatively small number of authorities. The work will be generally properly displayed and contain a conclusion and bibliography but may contain omission of expected authorities and typographical errors of a minor nature. Arguments may be partial and not fully developed. The work is of below average level but sufficient to obtain a pass standard. It displays misunderstandings of the concepts and issues being discussed and an inability to correctly frame argument and draw conclusions. It contains errors of fact and/or interpretation that are sufficient to partially nullify the answer being provided. It may draw upon very few references, contain a significant number of typographical errors and be incorrectly referenced. Nonetheless it will be conscientious in that it shows basic levels of understanding and awareness to permit a pass grade. It identifies the main issues, even if incomplete in nature. The text is still readable and sound, even if containing typographical errors and a few errors of grammar.

A-

B+

B-

C+

Emirates Academy of Hospitality Management

Page 7

Course Outline (RDOP101)

Fail Grades - these will be characterised a number of faults that may include: Poor research skills demonstrated by inappropriate or few references. Poor standards of grammar and syntax. Inadequate referencing. Misunderstanding the nature of the task given and the means appropriate to completing the task. A failure to focus on the main concepts/arguments/issues set in the task Misunderstandings about the content of references used. Undue brevity. An inability to develop an argument in a logical and rational manner the argument may be disjointed, and be irrelevant to the task in hand. Misunderstandings of the nature of the task set, the problems posed, the solutions required. A failure to provide evidence to support contentions. Non-performance in that work is not submitted in the time required with no valid reason being provided. Methods for Monitoring and Authenticating Student Work Ensure classroom time is spent on the task, or that tutorials are held so that the facilitator is familiar with each students work in progress and can regularly monitor and discuss aspec ts of the work with students. Ensure that students document and submit at specific stages during the development of work, such as topic choice, listing resources and conducting preliminary research. Copies of each students written work will be filled at given stages in its development. Rotation of topics from year to year to ensure that students are unable to use other student work from previous years. Progress tests and final exams will be double marked taking a random sample. Academic Integrity Each student in this course is expected to abide by TEAs Code of Academic Integrity. All students must ensure that they are familiar with Article 21 of the TEA catalogue. Plagiarism, in any form is not permitted, and correct citation policy should be followed at all times (APA format) Required text(s) nd Raghubalan, G. And Raghubalan, S. (2009), Hotel Housekeeping Operations and Management, (2 Ed.).Oxford University Press Recommended Reading th Jones, T. A. J. (2008). Professional Management of Housekeeping Operations, (5 ed.). New Jersey: Wiley & Sons. th Gray, W. S., Liguori, S. (2003). Hotel and Motel Management Operations, (4 ed.). New Jersey: Pearson rd Rutherford, D.G. (2002). Hotel Management and Operations, (3 ed.).New York: Wiley & Sons. Journal Articles from academic journals and periodicals are highly recommended. The students will be required to seek reading material from the library/on-line sources such as The Rooms Chronicle Journal, The Executive Housekeeper Magazine, and/or the Middle East Hotelier. Students are expected to keep abreast with all reading/reference material and updates with the latest industry trends in the lodging industry. Web Sites and Electronic Resources http://www.ahla.com http://www.hospitalitynet.org http://www.hotelmotel.com

Emirates Academy of Hospitality Management

Page 8