Course coordinator
Dr Mucha Mkono
Course overview
- Study period
- Semester 1, 2025 (24/02/2025 - 21/06/2025)
- Study level
- Undergraduate
- Location
- St Lucia
- Attendance mode
- In Person
- Units
- 2
- Administrative campus
- St Lucia
- Coordinating unit
- Business School
This course provides an insight into the practical aspects of hotel operations. It covers the general structure and subsequent development of tactics relevant for implementation in today's dynamic hotel operations. The course enhances students' employability by providing opportunities to think critically and creatively solve operational problems. In addition, students will be exposed to industry experts to gain insights on workplace practices and processes in various hotel departments.
This introductory course is designed to give you an overview of the fundamental issues facing managers in the hotel environment (e.g. profitability, productivity and quality), with emphasis on techniques and strategies for achieving successful performance. Providing an insight into the 'real world' of hotel operations, this course adopts an innovative approach, based on the concept of key result areas. Current industry practices, along with recent research and theoretical studies, are employed to demonstrate how the management of hotels and departments can be made more effective.
Sustainable Development Goals - UQ Business School is a proud supporter and Advanced Signatory of the United Nations Principles for Responsible Management Education (UN PRME). As part of the largest global collaboration between business schools and the UN, the school emphasises its role in empowering students to drive societal transformation through the Sustainable Development Goals. The SDGs highlight that a thriving economy relies on a healthy environment, aiming to balance economic growth, social well-being, and environmental protection for a sustainable future.
Course contact
Course staff
Timetable
The timetable for this course is available on the UQ Public Timetable.
Additional timetable information
Please note: Teaching staff do not have access to the timetabling system to help with class allocation. Therefore, should you need help with your timetable and/or allocation of classes, please ensure you email business.mytimetable@uq.edu.au from your UQ student email account with the following details:
- Full name
- Student ID
- Course Code
Aims and outcomes
This course aims to provide students with a clear understanding of the fundamental issues facing hotel and department managers in an international setting, and appropriate strategies for achieving successful performance. The course will enhance students' employability by providing opportunities to think critically and creatively solve operational problems. In addition, students will be exposed to industry experts to gain insights on workplace practices and processes in various hotel departments.
Learning outcomes
After successfully completing this course you should be able to:
LO1.
Define a framework for the management of hotel operations in the contemporary business environment.
LO2.
Explain the operational requirements for the success and profitability of the hospitality organisation.
LO3.
Critically assess internal and external factors influencing the management of hotel operations.
LO4.
Identify contemporary operational issues and challenges in the hotel industry, and suggest solutions to these.
LO5.
Assess current best practices in relation to hotel operations.
Assessment
Assessment summary
| Category | Assessment task | Weight | Due date |
|---|---|---|---|
| Examination |
In Semester Exam
|
40% |
1/04/2025
During Lecture |
| Notebook/ Logbook, Role play/ Simulation |
Video role play
|
20% |
6/05/2025 1:00 pm |
| Paper/ Report/ Annotation | Hotel Operations Case Study Report | 40% |
27/05/2025 1:00 pm |
Assessment details
In Semester Exam
- Identity Verified
- In-person
- Mode
- Written
- Category
- Examination
- Weight
- 40%
- Due date
1/04/2025
During Lecture
- Other conditions
- Time limited.
- Learning outcomes
- L02, L03, L04, L05
Task description
In-Semester Exam will be held in Week 6. The test will consist of structured questions relating to key hotel operations concepts.
Further details will be shared on Blackboard and in class.
AI Statement:
This assessment task is to be completed in-person. The use of generative Artificial Intelligence (AI) or Machine Translation (MT) tools will not be permitted. Any attempted use of AI or MT may constitute student misconduct under the Student Code of Conduct.
Exam details
| Planning time | no planning time minutes |
|---|---|
| Duration | 60 minutes |
| Calculator options | No calculators permitted |
| Open/closed book | Closed Book examination - no written materials permitted |
| Exam platform | Paper based |
| Invigilation | Invigilated in person |
Submission guidelines
Deferral or extension
You may be able to defer this exam.
Video role play
- Mode
- Activity/ Performance, Written
- Category
- Notebook/ Logbook, Role play/ Simulation
- Weight
- 20%
- Due date
6/05/2025 1:00 pm
- Other conditions
- Longitudinal.
- Learning outcomes
- L02, L05
Task description
For this task, you are required to prepare and submit a 10-15 minute video recorded role play involving a customer and one or two hotel operations staff (employees) and/or supervisor and/manager). You will then be required to prepare a summary analysis of the interaction, explaining the relevant hotel operations concepts and how you applied them to the interaction.
The role play should focus on any one of five hotel operations scenarios/contexts. Details of the scenarios will be provided on Blackboard and in class.
The scenarios will be released two weeks before the due date.
AI Statement:
This assessment task evaluates students' abilities, skills and knowledge without the aid of generative Artificial Intelligence (AI). Students are advised that the use of AI technologies to develop responses is strictly prohibited and may constitute student misconduct under the Student Code of Conduct.
Submission guidelines
Deferral or extension
You may be able to apply for an extension.
Late submission
A penalty of 10% of the maximum possible mark will be deducted per 24 hours from time submission is due for up to 7 days. After 7 days, you will receive a mark of 0.
Hotel Operations Case Study Report
- Mode
- Written
- Category
- Paper/ Report/ Annotation
- Weight
- 40%
- Due date
27/05/2025 1:00 pm
- Learning outcomes
- L01, L02, L03, L04
Task description
This assessment item requires you to prepare a case study report on a hotel of your choice, outlining current operational weaknesses and challenges, and to subsequently develop a suite of recommendations to address these. These operational weaknesses must be diagnosed from the perspective of the customer/guest, using the hotel's online reviews (e.g. Tripadvisor reviews). Review quotes must be provided as part of your analysis.
It is critically important to demonstrate your knowledge of hotel operations management concepts and practices in your report, covering a range of departments. This is the key to excelling in this assessment task.
Information presented in the report can be from published studies (e.g. journal articles, books), other relevant sources (e.g. hotel website, other websites such as Tripadvisor, Yelp etc.). You should thoroughly research the hotel to ensure a comprehensive report.
All referencing should be in APA style. At least 10 academic sources must be cited. Academic sources include journal articles, books and book chapters.
Length: 2500 words (excl. references, tables, figures). +/-10% permitted.
More details about this assessment will be provided in class and on Blackboard.
AI Statement:
This assessment task evaluates students' abilities, skills and knowledge without the aid of generative Artificial Intelligence (AI). Students are advised that the use of AI technologies to develop responses is strictly prohibited and may constitute student misconduct under the Student Code of Conduct.
Submission guidelines
Submission via Blackboard, details will be provided in tutorials/lecture.
Deferral or extension
You may be able to apply for an extension.
Late submission
A penalty of 10% of the maximum possible mark will be deducted per 24 hours from time submission is due for up to 7 days. After 7 days, you will receive a mark of 0.
Course grading
Full criteria for each grade is available in the Assessment Procedure.
| Grade | Cut off Percent | Description |
|---|---|---|
| 1 (Low Fail) | 0 - 29 |
Absence of evidence of achievement of course learning outcomes. |
| 2 (Fail) | 30 - 46 |
Minimal evidence of achievement of course learning outcomes. |
| 3 (Marginal Fail) | 47 - 49 |
Demonstrated evidence of developing achievement of course learning outcomes |
| 4 (Pass) | 50 - 64 |
Demonstrated evidence of functional achievement of course learning outcomes. |
| 5 (Credit) | 65 - 74 |
Demonstrated evidence of proficient achievement of course learning outcomes. |
| 6 (Distinction) | 75 - 84 |
Demonstrated evidence of advanced achievement of course learning outcomes. |
| 7 (High Distinction) | 85 - 100 |
Demonstrated evidence of exceptional achievement of course learning outcomes. |
Additional course grading information
Grades will be allocated according to University-wide standards of criterion-based assessment.
Supplementary assessment
Supplementary assessment is available for this course.
Learning resources
You'll need the following resources to successfully complete the course. We've indicated below if you need a personal copy of the reading materials or your own item.
Library resources
Find the required and recommended resources for this course on the UQ Library website.
Learning activities
The learning activities for this course are outlined below. Learn more about the learning outcomes that apply to this course.
Filter activity type by
Please select
| Learning period | Activity type | Topic |
|---|---|---|
Week 1 |
Lecture |
Introduction to the Hotel Industry Learning outcomes: L01 |
Week 2 |
Tutorial |
Automation in hotel operations Learning outcomes: L01, L03, L04, L05 |
Lecture |
Technology, Information Systems & Hospitality Learning outcomes: L01, L03, L04, L05 |
|
Week 3 |
Tutorial |
Revenue Management Learning outcomes: L01, L02, L05 |
Lecture |
Reservations & Revenue Management Learning outcomes: L01, L02, L05 |
|
Week 4 |
Tutorial |
Front Office & Staffing Levels Learning outcomes: L01, L02, L03, L05 |
Lecture |
Front Office & Concierge Learning outcomes: L01, L05 |
|
Week 5 |
Tutorial |
Housekeeping Learning outcomes: L01, L05 |
Lecture |
Housekeeping & Inventory Management Learning outcomes: L01, L05 |
|
Week 6 |
Tutorial |
Engineering & Crisis management Learning outcomes: L01, L04, L05 |
Lecture |
Engineering & Maintenance + In-class test Learning outcomes: L01, L05 |
|
Week 7 |
Tutorial |
F&B Processes, trends Learning outcomes: L01, L02, L04, L05 |
Lecture |
Food & Beverage Management Learning outcomes: L01, L02, L05 |
|
Week 8 |
Tutorial |
Assessment 2 Guidance Learning outcomes: L01, L04, L05 |
Lecture |
Customer Types Learning outcomes: L01, L04, L05 |
|
Mid-sem break |
No student involvement (Breaks, information) |
In-Semester Break |
Week 9 |
Tutorial |
Sales & Marketing + Interactive virtual fieldtrip to the Marriott Learning outcomes: L01, L02, L05 |
Lecture |
Sales & Marketing Learning outcomes: L01, L02, L05 |
|
Week 10 |
Tutorial |
Finance in Hotels Learning outcomes: L01, L02, L05 |
Lecture |
Accounting & Finance in Hotels Learning outcomes: L01, L02, L05 |
|
Week 11 |
Tutorial |
Human Resources/Talent Management Learning outcomes: L01, L02, L03 |
Lecture |
Human Resources Managing People + resume writing. Resume writing is critically important for securing employment in an increasingly competitive job market. Learning outcomes: L01, L03 |
|
Week 12 |
Tutorial |
Sustainable Hotel Operations + Q&A on Assessment Learning outcomes: L01, L03, L04 |
Lecture |
Sustainable Hotel Operations + The General Manager The General Manager Learning outcomes: L01, L03, L04 |
|
Week 13 |
Tutorial |
CONSULTATION only Learning outcomes: L01, L02, L03, L04, L05 |
Lecture |
CONSULTATION only Learning outcomes: L01, L02, L03, L04, L05 |
Additional learning activity information
Sustainable Development Goals
This course integrates the following Sustainable Development Goals (SDGs) through lectures and assessment.
Goal 5: Gender equality and women’s empowerment
Policies and procedures
University policies and procedures apply to all aspects of student life. As a UQ student, you must comply with University-wide and program-specific requirements, including the:
- Student Code of Conduct Policy
- Student Integrity and Misconduct Policy and Procedure
- Assessment Procedure
- Examinations Procedure
- Reasonable Adjustments - Students Policy and Procedure
Learn more about UQ policies on my.UQ and the Policy and Procedure Library.