Overall objectives:

1 - This curricular unit aims to endow students with the necessary technical knowledge and skills to perform the management functions of a hotel accommodation department, effectively using the resources placed at their disposal. Considering that the accommodation area is the one that most contributes to the results of a hotel unit, management aspects will be addressed at the level of its physical, financial and human resources, as well as the customer management.

Syllabus:

1 - Accommodation
1.1 - Evolution and Organizational Context
1.2 - historical & current perspective
1.3 - Typology of business establishments
1.4 - Hospitality Products
1.5 - Organizational structure of the accommodation area
2 - Reception - Physical & Functional Organization
2.1 - Relationship with other areas of the hotel
2.2 - Human resources & functions
2.3 - Physical resources & equipment
3 - Reception - Operations & Procedures
3.1 - Customer Cycle and selling techniques and Upselling
3.2 - Reservations & Arrivals / Check-in
3.3 - Billing
3.4 - Guest Ledger & City Ledger
3.5 - Exit / Check-out
3.6 - Night Audit
3.7 - Information systems
4 - Housekeeping
4.1 - Relation with other areas of the hotel
4.2 - Organization and Procedures
4.3 - Human resources and functions
4.4 - Facilities, Equipment and Materials
4.5 - Arrivals, departures, in-house, turn-down
4.6 - Stock management and section inventory
4.7 - Laundry and Linen room
4.8 - Calculation of clothing stocks
5 - Reception as a sales point
5.1 - Behavioral factors and hospitality
5.2 - Attendance
5.3 - Customer loyalty
5.4 - Reception relations with the surrounding environment

Literature/Sources:

Bardi, J. , 2002 , Hotel Front Office Management , John Wiley & Sons, Inc. New York
Jones, T.J.A , 2008 , Professional Management of Housekeeping Operations , John Wiley and Sons
Mata, A., , 2003 , Front Office - Operação e Gestão , Prefácio, Lisboa
Ahmed, I , 2004 , Hospedagem, Front Office e Governança , Thomson, São Paulo
Marques, A. , 2007 , Manual de Hotelaria , Livraria Civilização Editora
Woods, R., Ninemeier, J. D., Hayes, D. K., & Austin, M. A. , 2013 , Professional Front Office Management: Pearson New International Edition , Pearson Higher Ed
Casado, M. A. , 2011 , Housekeeping management , Wiley Global Education

Assesssment methods and criteria:

Classification Type: Quantitativa (0-20)

Evaluation Methodology:
Given the theoretical and practical nature of the UC, methodologies that foster dynamic participation and stimulate students' critical and analytical spirit will be favored. In the theoretical classes will be explained basic concepts that support the considered knowledge that students are expected to acquire through the use of expository methods. It will also be presented practical cases and scientific articles that will enable the framing of topics addressed, through discussion, analysis and presentation of the conclusions presented by students. During practical classes, it will be developed technical skills resorting to expository and demonstrative methods. Whenever possible, simulations of professional situations will be carried out using specific software. Assessment: Oral Presentations - 10% Written works - 40% Individual written exams - 50% Re-sit Exam: - The final grade of the course focuses entirely on the grade of the re-sit exam which comprises 100% of the given subject.