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 OF THE COURSE 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.
Programme
I - Accommodation - Evolution and Organizational Context
- Accommodation historical perspective and current
- Types of establishments, category, location and size
- Products hoteliers, typology and characteristics
- Organizational structure of the the accommodation area
-Types, Configuration, status and numbers of the rooms
II - Reception - Physical and Functional Organization
- Other procedures - blocked rooms changes, special situations
- Stock management and inventory section
- Laundry and Linen Room - equipment and structure
- Calculation of stocks of clothing
V - Reception as point of sales
- Behavioral Factors and hospitality
- Customer loyalty and service quality
- Relations with the reception environment
Main literature
Manuel Ai Quintas;ORGANIZAÇÃO E GESTÃO HOTELEIRA Organização e gestão dos empreendimentos turísticos Volume II, Euro-Tom Lda, 2006. ISBN: 972-9958-0-X
Paulo Campos;Manual de Técnicas de Operações Turísticas e Hoteleiras Vol I, Turismo de Portugal IP, 2010. ISBN: 00
Lydia Gonzalez e Pilar Talón;Dirección hotelera Operaciones y procesos, Sintesis SA, 2003. ISBN: 84-7738-940-3
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
Manuel Ai Quintas;Tratado de Hotelaria, Instituto Nacional de Formação Turística, 1988. ISBN: 00
Inmaculada Martín Rojo;Dirección y Gestión de empresas dal sector turístico, Ediciones Pirámide, 2009. ISBN: 978-84-368-2293-9
Supplementary Bibliography
Valerie Paul e Christine Jones;Manual de Operações de Alojamento na Hotelaria, EDIÇÕES CETOP, 1990. ISBN: 972-641-030-4
Learning Methods
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.
Assessment Components
Avaliação apenas com exame final
Assessment Components
Description
Type
Time (hours)
Conclusion Date
Attendance (estimated)
Lessons
45
Participação Presencial
9
Accommodation - Evolution and Organizational Context; II - Reception - Physical and Functional Organization and III - Reception - Operations and Procedures
Teste/Exame
1,5
2014-11-21
IV - Housekeeping - Organization and Procedures and V - Reception as point of sales
Teste/Exame
1,5
2015-02-02
Procedures manual for a section. Presence of all group members at the presentation is compulsory. Formal dress code at the presentation.