UMA UMA
EN PT

Subject: Hosting Operations

Scientific Area:

Hotels and Restaurants

Workload:

48 Hours

Number of ECTS:

4 ECTS

Language:

Portuguese

Overall objectives:

Develop knowledge and technical skills related to accommodation operations, enabling students to understand the structure, organisation and functioning of hotel establishments.

Students are expected to acquire an integrated understanding of the main operational areas of a hotel, with particular emphasis on Front Office and Back Office operations, reservations, check-in and check-out procedures, housekeeping, laundry and linen services, purchasing and storage, food and beverage services, maintenance and other operational support areas.

By the end of the curricular unit, students should be able to identify and understand the main operational procedures, recognise the interdepartmental relationships within a hotel and apply appropriate concepts and techniques to different operational situations.

Syllabus:

1 ? Concepts, Structure, Organisation and Classification of Accommodation Establishments (consolidation).

2 ? Front Office and Back Office Operations and Management ? Reservations.

2.1 ? Basic concepts;

2.2 ? Room types, rates and discounts;

2.3 ? Reservation systems;

2.3.1 ? Yield Management;

2.3.2 ? Communication, Customer Service, Professional Conduct and Hotel Ethics;

2.3.3 ? Guest Records / Blacklist;

2.3.4 ? Contracts with travel agents, tour operators and complementary tourism service providers;

2.4 ? Reservation requests, amendments, cancellations and no-shows;

2.5 ? Special reservation situations / VIPs;

2.5.1 ? Complaints;

2.6 ? Travel agency reservations / Group reservations.

3 ? Check-in.

3.1 ? Guest registration;

3.2 ? Payment methods and stay guarantees.

4 ? Check-out.

4.1 ? Last-minute charges;

4.2 ? Presentation and settlement of guest accounts;

4.3 ? Communication and coordination with other hotel departments;

4.4 ? Night Auditor.

5 ? Reports.

6 ? New Hotel.

7 ? Housekeeping

  • Resource organisation
  • Specific staff roles and duties
  • Executive Housekeeper profile and responsibilities
  • Room attendant techniques and duties
  • Interdepartmental relations

8 ? Laundry and Linen Room

9 ? Stores and Cellar

10 ? Kitchen Organisation and Planning

12 ? Maintenance and Conservation

13 ? Swimming Pools

 
 
 
 

Literature/Sources:

Abranja, N., Almeida, M., & Almeida, A. E. (2019). Gestão do Alojamento, Receção e Housekeeping. Lidel.

Bardi, J. A. (2011). Hotel Front Office Management (5th ed.). John Wiley & Sons.

Chibili, M., de Bruyn, S., Benhadda, L., Lashley, C., Penninga, S., & Rowson, B. (2017). Modern Hotel Operations Management. Routledge.

Costa, R. (2012). Introdução à Gestão Hoteleira (4.ª ed. atualizada). Lidel.

Kasavana, M. L. (2024). Managing Front Office Operations (11th ed.). American Hotel & Lodging Educational Institute.

Lewry, S. (2006). Front Office: Procedimentos e Competências na Gestão do Atendimento e Recepção. Cetop.

Pérez, L. D. M. (2001). Manual Prático de Recepção Hoteleira. Editora Roca.

Wood, R. C. (Ed.). (2018). Hotel Accommodation Management. Routledge.

Assesssment methods and criteria:

Assessment in this curricular unit comprises two components:

? Practical assignment: 50%
? Written test: 50%

The practical assignment aims to assess students? ability to apply the knowledge acquired to the context of accommodation operations.

The written test will cover the syllabus content taught throughout the curricular unit and will assess students? understanding and application of the main operational concepts and procedures.

Subject Leader:

Carla Andreia Fernandes Basílio