Course coordinator
Dr Mucha Mkono
Course overview
- Study period
- Semester 1, 2026 (23/02/2026 - 20/06/2026)
- 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.
Course Changes in Response to Previous Student Feedback
Students enjoyed the course but found the number of assessments challenging. There are now two substantial assessment tasks to reduce the assessment burden on students.
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
Lecturer
Dr Mucha Mkono
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 |
|---|---|---|---|
| Paper/ Report/ Annotation |
Hotel Operations Case Study Report
|
50% |
14/04/2026 1:00 pm |
| Examination |
End-of-Semester Exam
|
50% |
End of Semester Exam Period 6/06/2026 - 20/06/2026
Further details to be provided via Blackboard. |
Assessment details
Hotel Operations Case Study Report
- Online
- Mode
- Written
- Category
- Paper/ Report/ Annotation
- Weight
- 50%
- Due date
14/04/2026 1:00 pm
- Learning outcomes
- L01, L02, L03, L04, L05
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: 3500 words (excl. references, tables, figures). +/-10% permitted.
More details about this assessment will be provided in class and on Blackboard.
AI Statement:
Artificial Intelligence (AI) and Machine Translation (MT) are emerging tools that may support students in completing this assessment task. Students may appropriately use AI and/or MT in completing this assessment task. Students must clearly reference any use of AI or MT in each instance.
A failure to reference generative AI or MT use 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.
The maximum extension allowed is 14 days. Extensions are given in multiples of 24 hours.
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.
End-of-Semester Exam
- Identity Verified
- In-person
- Mode
- Written
- Category
- Examination
- Weight
- 50%
- Due date
End of Semester Exam Period
6/06/2026 - 20/06/2026
Further details to be provided via Blackboard.
- Other conditions
- Time limited, Secure.
- Learning outcomes
- L02, L03, L04, L05
Task description
The End of Semester Exam will be held during the Exam period. 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 | 10 minutes |
|---|---|
| Duration | 90 minutes |
| Calculator options | No calculators permitted |
| Open/closed book | Closed book examination - specified written materials permitted |
| Materials | Unmarked dictionary |
| Exam platform | Paper based |
| Invigilation | Invigilated in person |
Submission guidelines
Deferral or extension
You may be able to defer this exam.
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
Library resources are available 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 Course aims; definition of the hotel industry; the key departments in a hotel. Learning outcomes: L01 |
Week 2 |
Lecture |
Technology, Information Systems & Hospitality The importance of IT systems in hotel operations; structure and roles within hotel IT; trends; challenges. Learning outcomes: L01, L03, L04, L05 |
Tutorial |
Assessment Overview + Hi-tech Vs Hi-touch Class introductions; Assessment 1 details; Hi-tech Vs Hi-touch debate. Learning outcomes: L01, L03, L04, L05 |
|
Week 3 |
Lecture |
Room Division Part I: Reservations & Revenue Management Role, structure and staffing of the rooms division; the revenue management and reservation functions; yield management techniques. Learning outcomes: L01, L02, L05 |
Tutorial |
Revenue Management Revenue management/yield management calculations. Learning outcomes: L01, L02, L05 |
|
Week 4 |
Lecture |
Front Office & Concierge The front office and concierge functions of the rooms division department; structure and staffing; day-to-day tasks. Learning outcomes: L01, L05 |
Tutorial |
Assessment Guidance+ Front Office activities Assessment guidance; front office department; emotional labour; designing check-in protocols. Learning outcomes: L01, L02, L03, L05 |
|
Week 5 |
Lecture |
Housekeeping & Inventory Management The importance of housekeeping; structure and staffing; roles and responsibilities of an executive housekeeper; trends; challenges Learning outcomes: L01, L05 |
Tutorial |
Housekeeping Scenarios + Assessment Support Assessment guidance, housekeeping tasks; housekeeping vlog example; outsourcing. Learning outcomes: L01, L05 |
|
Week 6 |
Lecture |
Engineering & Maintenance + Crisis Management The role of the engineering & maintenance department; structure and staffing; maintenance activities; relationship with other departments; crisis management. Good Friday Public Holiday - Friday 3rd April 2026 - Check Blackboard for announcements about affected classes. Learning outcomes: L01, L05 |
Tutorial |
Assessment Q &A + Crisis Management Crisis management case study. Good Friday Public Holiday - Friday 3rd April 2026 - Check Blackboard for announcements about affected classes. Learning outcomes: L01, L04, L05 |
|
Mid-sem break |
No student involvement (Breaks, information) |
In-Semester Break |
Week 7 |
Lecture |
Food & Beverage Management The role of the food and beverage department; structure and staffing; challenges. Learning outcomes: L01, L02, L05 |
Tutorial |
Contemporary Food & Beverage Management Issues and Examples Trends in contemporary food and beverage management; food and beverage outsourcing; menu design. Learning outcomes: L01, L02, L04, L05 |
|
Week 8 |
Lecture |
Customer Types Customer segmentation; customer types; travel tribes; generational trends. Learning outcomes: L01, L04, L05 |
Tutorial |
Travel/Hospitality Tribes Identifying your personal travel tribe; designing hotel offerings for specific markets. Learning outcomes: L01, L04, L05 |
|
Week 9 |
Lecture |
Sales & Marketing The role of sales and marketing in hotel operations; structure; sales & marketing plan; online travel agencies; trends and challenges. Learning outcomes: L01, L02, L05 |
Tutorial |
Sales & Marketing + Exam Practice Hotel reviews; digital marketing; exam practice 1. Learning outcomes: L01, L02, L05 |
|
Week 10 |
Lecture |
Accounting & Finance in Hotels Accounting vs finance; the role of finance managers; the financial story of a business (income statement, balance sheet; cash flow statement). Learning outcomes: L01, L02, L05 |
Tutorial |
Finance and Accounting + Virtual Hotel Tour+ Exam Practice Finance and accounting recap activity; Inside the Marriott (virtual hotel tour); exam practice 2. Learning outcomes: L01, L02, L05 |
|
Week 11 |
Lecture |
Human Resources The HRM function; structure and staffing; recruitment; selection; training; retention. Learning outcomes: L01, L03 |
Tutorial |
HRM+ Q&A on Exam CV writing- how to stand out; Q&A on the final exam; exam practice 3. Learning outcomes: L01, L02, L03 |
|
Week 12 |
Lecture |
Sustainable Hotel Operations Managing hotel operations sustainability; water and energy consumption; the General Manager. Learning outcomes: L01, L03, L04 |
Tutorial |
Sustainable Hospitality Case Studies + Exam Practice International hotel case studies; exam practice 4. Learning outcomes: L01, L03, L04 |
|
Week 13 |
Lecture |
The General Manager The general manager: qualifications, responsibilities, and job requirements; managing stakeholders; leadership. Learning outcomes: L01, L02, L03, L04, L05 |
Tutorial |
Review and Consolidation + Exam Practice Reflecting on the course; key takeaways; final exam practice 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 for Students Policy and Procedure
- AI for Assessment Guide
Learn more about UQ policies on my.UQ and the Policy and Procedure Library.