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The Hong Kong Polytechnic University

Hong Kong Community College

Subject Description Form

Subject Code CCN2156

Subject Title Front Office and Housekeeping Management

Level 2

Credit Value 3

Medium of

Instruction

English

Pre-requisite /

Co-requisite/

Exclusion

Pre-requisite CCN2116 Front Office Operations and

CCN2119 Housekeeping Operations

Objectives

This subject aims to provide students with an overall concept of rooms

division in the hotel industry. As both the front office and housekeeping

department play important roles in rooms division, the management

techniques for both departments are highlighted. Besides, this subject

explains and illustrates the yield management at the front office and the

strategic management of the housekeeping department.

Intended Learning

Outcomes

Upon completion of the subject, students will be able to:

(a) define the role and responsibility of the front office manager and

executive housekeeper in the rooms division.

(b) demonstrate sales forecast at reservation into the manpower planning

of front office and housekeeping department.

(c) assess the functions of both the front office and the housekeeping in

the hotel, including their relation to guests’ safety and hotel security.

(d) apply the integrated computer technology to the operations of the

front office and the housekeeping.

Subject Synopsis/

Indicative Syllabus

Front Office Management

Roles and responsibilities of the front office manager; Human resources

planning; Managing service quality; Determination of room rates;

Employee recruitment in front office.

Control of Reservation and Full House Management

Central reservation system concepts and applications; Yield management

at reservation; Co-ordination between reservation and front office; Hotel

property management systems.

Housekeeping Management

Roles and responsibilities of the executive housekeeper; Human

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resources planning; Housekeeping supplies planning; Planning and

implementation for guest room maintenance and cleaning.

Housekeeping Control System

Purchase planning and inventory control of Housekeeping supplies;

Outsourcing practice and management; Uniform control procedures;

Quality control for services.

Safety and Security Management

Perspectives of guests’ safety and security; Work procedures

safeguarding the property and the guest; Roles and responsibilities of the

front office and the housekeeping personnel in maintaining the safety and

security of the property and the guest.

Teaching/Learning

Methodology

Lectures will provide general concepts of the subject and stimulate

students to have further reading on the current practices. Videos will be

used to facilitate teaching. Hotel visits may be arranged for students.

Tutorials will provide students with the opportunity to deepen their

understanding and to explore further the applications of theories taught.

Activities in tutorials will include student presentations and discussions

of problem sets.

Assessment

Methods in

Alignment with

Intended Learning

Outcomes

A variety of assessment tools will be used to develop and assess

students’ achievement of the subject intended learning outcomes.

Specific assessment

methods/tasks

%

weighting

Intended subject learning

outcomes to be assessed

a b c d

Continuous Assessment* 60

Test 21

Individual Assignment 12

Group Report 12

Individual

Presentation 9

Participation 6

Final Examination 40

Total 100

*Continuous assessment items and/or weighting may be adjusted by the subject

team subject to the approval of the College Programme Committee.

To pass this subject, students are required to obtain Grade D or above in

both the Continuous Assessment and Final Examination.

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Student Study

Effort Expected

Class contact Hours

Lecture 26

Tutorial 13

Other student study effort

Self-study 52

Continuous Assessment 39

Total student study effort 130

Reading List and

References

Recommended Textbook

Kasavana, M. L., & Brooks, R. M. (2009). Managing Front Office

Operations. (8th

ed.), American Hotel & Lodging Association.

Nitschke, A. A., & Frye, W. D. (2008). Managing Housekeeping

Operations, (Rev. 3rd

ed.), American Hotel & Lodging Association.

References

Bardi, J. A. (2011). Hotel Front Office Management. (5th

ed.), John

Wiley & Sons.

Casado, M. A. (2000). Housekeeping Management. John Wiley & Sons.

Ismail, A. (2002). Front Office Operations and Management. Thomson

Delmar Learning.

Rutherford, D. G. (2011). Hotel Management and Operations. (5th

ed.),

Wiley.

Schneider, M., Tucker, G., & Scoviak, M. (1999). The Professional

Housekeeper. (4th

ed.), John Wiley & Sons.