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Module Title
Hotel Operation Management

hotel Financial Operations, Hotel Management Roles, Hotel Sustainability and CSR, Front Office Operations, Customer Service Delivery, Hotel Crisis Management

SCQF Points30
ECTS Points15
CreatedMay 2015
ApprovedJanuary 2016
Version No.1

This Version is No Longer Current
The latest version of this module is available here
Prerequisites for Module


Corequisite Modules


Precluded Modules


Aims of Module

To provide the student with the knowledge of key aspects of hotel operation management

Learning Outcomes for Module

On completion of this module, students are expected to be able to:

1. Prepare and analyse basic management accounting information relevant to hotel operations.
2. Explain and evaluate the role of front office operations within a hotel.
3. Appraise sustainability practices and Corporate Social Responsibility within hotel operations.
4. Demonstrate an insight into problem solving and crisis management within hotel operations.
5. Describe current operational practices and trends within the accommodation sector.
6. Appraise sales promotion and management procedures adopted for maximising revenue

Indicative Module Content

Hotel Financial Operations, Hotel Sustainability, Corporate social Responsibility, Hotel Crisis Management, Problem Solving, Customer Service Delivery, Front Office Operations, Facility Usage, Critical Evaluation of Hotels, Digital Media, Future of Hotel Operations. types and trends, classification, international context, customer needs. Identification of operational practices; role of accommodation and revenue managers, managing the link between departments, buying and selection policies. Sales strategies; forecasting, pricing displacement, tactics and internet. Operational practices, quality control, legislative obligations.

Indicative Student Workload

Contact Hours

Full Time
Industry Visits

Directed Study

Directed Reading

Private Study

Private Study

Mode of Delivery

Key concepts are introduced and illustrated through lectures, student centred learning exercises and directed reading. A large proportion of delivery will involve input from industry; both from guest lectures and study visits.

Assessment Plan

Learning Outcomes Assessed
Component 1 1,2,3,4
Component 2 5,6

Coursework 1 is a written report based on a case study.

Coursework 2 is a written report

Indicative Bibliography

1.CHIBILI, M., 2010. Basic management accounting for the hospitality industry. Groningen: Noordhoff Uitgevers.
2.HARRIS, P., 2013. Profit planning for hospitality and tourism. 3rd ed. Oxford: Goodfellow Publishers Ltd.
3.WOOD, R., 2015. Hospitality management: a brief introduction. London: Sage.

Robert Gordon University, Garthdee House, Aberdeen, AB10 7QB, Scotland, UK: a Scottish charity, registration No. SC013781