| Code: | LGH1534 | Acronym: | GAL |
| Teaching Area: | Hospitallity |
| Acronym | Study plan | Curriculum Years | ECTS | Contact hours | Total Hours |
|---|---|---|---|---|---|
| LGH | Desp. n.º 25224/2009 (alterado aviso n.º9856/2012) | 3º | 6 ECTS | 54 | 160 |
| Theoretical-Practical: | 42,00 |
| Other: | 0,00 |
Teaching - Hours
|
Portuguese
SUMMARY DESCRIPTION OF CURRICULAR UNIT
The lodging area is a key area businesses in the hospitality sector, being the one most closely identified with the specific nature of the business.
It thus frame this area in the context of the organization and address their evolution, the specificity and type of services provided.
It is intended to sensitize students to the importance of the accommodation area, describing and explaining the organization and framework of sections reception and housekeeping and procedures inherent in the functioning of the presentation and simulation performed routine operations.
Will also be addressed in a cross shape, aspects of hospitality and customer service, embodied in the presentation and simulation techniques of care from the perspective of excellence and quality of service.
OBJECTIVES AND LEARNING OUTCOMES OF THE CURRICULAR UNIT
- Describe the evolution of lodging and principiais identify the types of accommodation available as well as products;
- Understand the importance of the lodging area to the overall performance of the hotel;
- Explain the importance of the relationship between departments of the hotel;
- Understand the organizational structure of reception depending on the category, size and location of the hotel;
- Identify and describe the different functions of human resources Reception;
- Know how to explain the cycle of the Customer;
- Describe the operations of reception and identify the appropriate procedures in each of them, relating them to the cycle of the customer;
- Know the main characteristics of computer systems and list advantages and disadvantages of these systems;
- Identify and describe the functions of human resources Housekeeping;
- Know the operations performed by the Housekeeping and identify the appropriate procedures in each of them;
- Understand the concepts of hospitality and quality of customer service and identify factors contributing to increased sales;
- Describe the importance of the relationship with the reception environment.
SKILLS TO DEVELOP
- Develop organizational charts hotels depending on their size and type;
- Develop functional descriptive of human resources allocated to the area of accommodation (reception, floors and laundry);
- Know how to perform key operations routine reception:
the Booking
Check-in
the Billing
the City Ledger and Guest Ledger
Check out the
- Identify receiving operations by computerized management systems and describe the features to consider in your choice;
- Identify the equipment of laundry and set the circuits and logistics conditions necessary for the operation of the section;
- Calculate the needs of stocks of clothing depending on the size and characteristics of the unit;
- Enumerate selling techniques accommodation and other hotel services with the goal of maximizing revenue.
I - Accommodation - Organizational Context
- Organizational structure of the the accommodation area
- Lodging management - importance, cost, strategy, goals
- The service quality
II - Reception - Physical and Functional Organization
- Relationship with other areas of the hotel
- Human resources and job description
- Physical resources and equipment
III - Reception - Operations and Procedures
- Technical terminologies
- The customer cycle
- Booking
- Arrivals / Check-in
- Invoicing
- City Ledger and Guest Ledger
- Departures / Check-out
IV The reception as point of sales
- Behavioral Factors and hospitality
- Customer loyalty and service quality
- Relations with the reception environment
V - Housekeeping - Organization and Procedures
- Human Resources and Job Description
- Relationship with other areas of the hotel
- Routine procedures - arrivals, departures, in-house, turn-down
- Other procedures - blocked rooms changes, special situations
VI- Lodging management
- Several ratios- adr, revpar,trevpar, goopar
- Budget
- Night Audit
- Daily Sales Report
- Market share
- Overbooking
- Interpretation and analysis of results
The program was designed to provide students with knowledge and skills on hospitality, specifically on the accommodation department and its management aspects. The programmatic content aims, in an initial aspect, the presentation of the accommodation department and its inherent characteristics, culminating in the domain of management knowledge and the application of hotel ratios and their analysis.
Objectives 1, 2, 3 and 4 will be explored in the theme I Housing and Organizational Context. Objective 5 will be developed in thematic II-Receiving-Organization physical and functional. Objectives 6, 7 and 8 will be addressed in the theme III-Operations and procedures of the reception. Objectives 9, 10 and 11 will be analyzed in IV-Receiving-point of sales. Objectives 12 and 13 will be explored in the V-Housekeeping-Organization and procedures. Objective 14 will be addressed in the theme VI-Accommodation - management.
| Manuel Ai Quintas;ORGANIZAÇÃO E GESTÃO HOTELEIRA Organização e gestão dos empreendimentos turísticos Volume II, Euro-Tom Lda, 2006. ISBN: 972-9958-0-X |
| Inmaculada Martín Rojo;Dirección Y Gestión De Empresas Del Sector Turístico (Economía Y Empresa) , Pirámide; Edición, 11 set 2014. ISBN: 978-8436831900 |
| Lydia Gonzalez e Pilar Talón;Dirección hotelera Operaciones y procesos, Sintesis SA, 2003. ISBN: 972-641-030-4 |
| Valerie Paul e Christine Jones;Manual de Operações de Alojamento na Hotelaria, EDIÇÕES CETOP, 1990. ISBN: 972-641-030-4 |
| Javier Cerra, Jose A. Dorado, Diego Estepa e Pedro E. Garcia;GESTION DE PRODUCCION DE ALOJAMIENTOS Y RESTAURACION, Sintesis SA, 2001. ISBN: 84-7738-097-X |
| Paulo Campos;Manual de Técnicas de Operações Turísticas e Hoteleiras Vol I, Turismo de Portugal IP, 2010. ISBN: 0 |
| Manuel Ai Quintas;Tratado de Hotelaria, Instituto Nacional de Formação Turística, 1988. ISBN: 0 |
Taking into account the theoretical and practical nature of the course, methods that encourage active participation and stimulate critical and analytical minds of students will be privileged.
Theoretical sessions will be explained basic concepts that support knowledge considered that the aim is for students to acquire the use of expository methods. These sessions will also be presented case studies and articles that allow the framing of the subjects addressed through debate, analysis and presentation of findings presented by the students.
During practical sessions technical skills will be developed by resorting to expository and demonstrative methods. Whenever possible simulations of business situations will be conducted in particular by the use of computer applications applied to the area of housing.
Will be invited to participate in sessions, professionals (Director of Lodging, housekeeper), aiming to give students experience of day-to-day lived and describe real situations.
Avaliação distribuída com exame final
| Description | Type | Time (hours) | Conclusion Date |
|---|---|---|---|
| Attendance (estimated) | Lessons | 45 | |
| Second assessment | Teste/Exame | 1,5 | 2019-01-19 |
| First Assessement | Teste/Exame | 1,5 | 2018-11-05 |
| Others | Participação Presencial | 9 | |
| Self-study | Study | 103 | |
| Total: | 160 |
Two written tests (35% each)
Individual or group work (30%) - submitted through e-learning platform until 10th December
Under the terms of the Bachelor's Regulation:
1. The students' attendance in classes will be recorded and, if the number of absences per student exceeds 30% of the total number of lessons scheduled for each course unit, the student will be automatically transferred to the final evaluation (regular season).
2. In the written tests and other assessment elements mentioned in paragraph 2 of Art. 39 it is necessary to obtain a minimum grade of 7.5 (seven point five) points.
3. If the student misses a test or receives a grade lower than 7.5 points in the tests or in another assessment element mentioned in the previous number, the student will be automatically transferred to the final evaluation (regular season).
4. If the student misses or obtains less than 7.5 in the second written test, held in the same date of the final exam in the regular season, they may apply for further evaluation in the Appeal season.
Written test - 100%