Hotel Lobby and Guestroom

Practices

Hotel Management Major

Ministry of Education, Science and Technology Subject Accreditation Validity Period: Mar. 1,

2006~Feb. 28, 2018

Career Development Program Ministry of Labor, Training: International Tourism Marketing: (Mar. 1,

2013~Feb. 28, 2015)

Accreditatio

n Date

Comments

Mar. 1, 2006

Mar. 1, 2010.

Mar. 1, 2010.

Jun. 29,

2012.

Mar. 1, 2006~Feb. 28, 2010. Unit evaluated and accredited by Minister of

Education & Human Resources Development, No. 2006-03012

Mar. 1, 2010.~Feb. 28, 2014. Learning Program Accreditation by the Minister of

Education, Science and Technology (reassessment), No. 2010-04680

Mar. 1, 2010.~Feb. 28, 2014. Subject Accreditation by the Minister of Education,

Science and Technology, No. 2010-04886

Mar. 1, 2014~Feb. 28, 2018. Learning Program Accreditation by the Minister of

Education, Science and Technology (reassessment) No. 2012-05616

[hotel lobby and guest room practices] Written by: Bonggyun, Ham 010-5317-6385

Modification History.

[Hotel Lobby and Guestroom Practices] is a credit-approved selective subject for Tourism

Management Major consisting of 3 credit 3 hour lectures.

Unit DescriptionThis subject increases the students' overall understanding of importance of lobby operations, the

first impression of a hotel and they understand and learn guestrooms, the most important sales

product in hotels. Through this subject, they can understand overview of general hotel industry

and change of hotel accommodation environment and learn lobby operations and guestroom

management operations, hotel computer management system and customer satisfaction service,

and through this class on hotel lobby and guestroom businesses, they can cultivate abilities to

provide hotel servies in the lobbies and guestrooms, major departments of hotels and prepare

practical knowledge.

Application of the UnitThe students can understand hotel lobby and guestroom-related deparemental service techniques

and related task situations accurately and by learning practical knowledge necessary for hotel

enterprises, they can apply it to hotel fields.

Licensing/Regulatory InformationNo licensing or certificates required and it is help obtain hotel service provider, hotel

administrator, hotel manager licenses.

This unit must be assessed after the following prerequisite unit:

No Pre-Requisites

Elements refer to

key results in

one competence

unit.

Performance criteria refer to performance needed to prove the achievement of

the relevant elements.

The detailed information about the parts marked in bold italic in the text will

be elaborated in ‘Required skills and knowledge’ and ‘Scope.’ Performance

deliberation shall follow ‘Evidence Guide.’

Understanding

the development

of hotel industry

and the necessity

of guestroom

Be able to describe the characteristics of hotel management.

Be able to describe the meaning of guestroom business.

Be able to describe the history of Western hotel industry.

Be able to describe the history of the Korea's hotel industry.

Be able to describe management organization of hotel industry.

Be able to describe the essence and function of hotel industry.

Be able to describe the necessity of guestrooms in hotel enterprises.

Understanding

the concept of

and rate system

of guestroom

Be able to describe the structure of guestroom business department.

Be able to describe the composition of guestroom space.

Be able to describe the kinds of guestroom.

Be able to calculate the number of guestroom by calculation method.

Be able to describe the recent changes of hotel guestroom type.

Be able to describe the rate system of guestroom.

Utilizing hotel

computation

system

Be able to describe the computation system of guestroom business sector.

Be able to provide the customers with information using PC.

Be able to describe the Front Office System.

Understanding

the composition

and work details

of human

Be able to describe the roles of hotel lobby department.

Be able to describe the organization of lobby department.

Be able to describe the work details of lobby department.

Be able to describe the reservation operations of guestroom.

Pre-Requisites

Employability Skills InformationThis unit contains employability skills.

Elements and Performance Criteria Pre-ContentNo pre-content

Elements and Performance Criteria Pre-Content

resources of

lobby

department

Be able to provide door man service.

Be able to provide wallet parking service.

Be able to operate bell man.

Understanding

the guestroom

registration

operations

Be able to perform guestroom reservation operations.

Be able to operate guestroom registration.

Be able to perform reservation operations by the kinds of guestroom and

dates.

Be able to perform guestroom change operations upon the customers' request.

Be able to operate payment reception by the customers using cash, traveler's

check and credit card.

Understanding

the guestroom

administration

department

Be able to describe the work details of guestroom administration department.

Be able to provide bed decoration and turn down service.

Be able to administer mini bar and equipment in guestroom.

Be able to restore found articles in guestroom by handling regulations.

Be able to handle the customers' laundry by regulations.

Understanding

the importance

of the customer

satisfaction

Be able to describe the concept of the customers.

Be able to describe the importance of customer satisfaction.

Be able to describe the customer satisfaction management of famous

enterprises by learning success and failure cases.

Understanding

the safety

administration

operations

Be able to describe the safety administration operations.

Be able to describe the cause and prevention plan for fire.

Be able to describe the customer evacuation methods and induce evacuation.

Be able to fight fire at an early stage using a fire extinguisher.

Be able to use an indoor hydrant.

Be able to describe anti-theft know-how and handle it by regulations upon a

theft.

Be able to handle the customer safety accident by regulations.

l The students should know the basic attitude toward the customers.

- Correct posture and attitude

- Greeting manner by situation

- Dialogue manner by situation

- Customer reception manner by situation

Required Skills

l Guestroom classification method

- Guestroom classification by the number of bed

- Guestroom classification by the size

- Sense of duty as service employees

- Service mind as hotel employees

Critical aspects for

assessment and

evidence required to

demonstrate

competency in this unit

Subject Accreditation by the following abilities will be assessed:

l Should be able to describe the characterstics of hotel enterprises.

l Should be able to describe the management organization of hotel

enterprises.

l Should be able to describe the management organization of hotel

industry.

l Be able to describe the necessity of guestroom in hotel enterprises.

l Should be able to describe the kinds of guestroom.

l Should be able to describe the composition of guestroom space.

l Should be able to calculate the number of guestroom by

calculation method.

l Should be able to describe the kinds of rate system of guestroom.

l Should be able to describe the roles of hotel lobby department.

l Should be able to describe the composition of organization of

hotel lobby department

l Should be able to describe the hotel lobby department의 work

details.

l Should be able to provide door man service by the customer arrival

and bell man service.

l Should be able to provide vallet parking service.

l Should be able to perform guestroom registration operations.

l Should be able to perform reservation operations by the kinds of

guestroom and dates.

Required Knowledge

Evidence GuideThe Evidence Guide provides guildelines for assessment and should be viewed in conjunction with

the Performance Criteria, Required Skills and Knowledge, Range Statement and the Assessment

Guidelines for Training Package

Overview of assessment

l Should be able to perform guestroom change operations upon the

customers' request.

l Should be able to perform payment reception operations by the

customers using cash, traveler's check and credit card.

l Should be able to describe the work details of guestroom

administration department.

l Should be able to do bed decoration.

l Should be able to administer mini bar in guestroom.

l Should be able to provide turn down service.

l Should be able to restore found articles in guestroom by handling

regulations.

l Should be able to maintain bathroom.

l Should be able to handle the customers' laundry by regulations.

l Should be able to administer equipment in guestroom.

l Should be able to describe the hotel computation system.

l Should be able to provide the customers with information using PC.

l Should be able to describe the importance of customer satisfaction.

l Should be able to describe the cause and prevention plan for fire.

l Should be able to use fire extinguisher.

l Should be able to describe anti-theft know-how in hotel and

handle robbery by regulations.

Method of assessment

Various assessment methods must be used to evaluate practical skills

and knowledge. The following methods are applicable to this course:

l Should be able to describe the concepts through the written test

l Should be able to describe the kinds and space composition of

guestroom.

l Should be able to describe the work details of hotel lobby

department.

l Should be able to provide door man service and bell man service.

l Should be able to provide vallet parking service.

l Should be able to perform guestroom registration operations.

l Should be able to perform payment reception operations by the

customers using cash, traveler's check and credit card.

l Should be able to describe the work details of guestroom

administration department.

l Should be able to maintain guestroom.

l Should be able to restore found articles in guestroom by handling

regulations.

l Should be able to provide the customers with information using PC.

l Should be able to describe the importance of customer satisfaction.

l Should be able to describe cause and prevention plan for fire.

l Should be able to use fire extinguisher.

l Should be able to describe anti-theft know-how and handle

robbery by regulations.

l Should be able to prepare a reasonable report on the given topic

based on theoretical study.

l Should be able to describe the prepared report through

presentation logically.

l The report and presentation should have adequacy of the subject,

creativity, rationality of conclusion, presenter’s attitude, outfit,

speech, and eye-contact, drawing attention from audience.

Guidance information

for assessment

Assesser should conduct an integrated assessment in order to

comprehensively evaluate this unit along with other units, in relation to

the industry, field and duty.

l They can be well aware of industry sector, operation site and work

roles through on-site hotel practices.

l They can apply case study of hotel to practices based on

theoretical knowledge.

l They link knowledge and techniques learned through on-site

practices in hotel.

Understanding the

development of hotel

industry and the

necessity of guestroom

Should be able to describe the characteristics of hotel management.

Should be able to describe the meaning of guestroom business.

Should be able to describe the history of domestic/foreign hotel

industry.

Range Statement

This section contains information relating to performance and devices. This can affect the work

environment as well as performance. This can be included in education and assessment as

necessary criteria (availability of device and needs of local society and businesses).

Should be able to describe management organization of hotel industry.

Should be able to describe the essence and function of hotel industry.

Should be able to describe the importance of guestroom product in

hotel enterprises.

Understanding the

concept and rate system

of guestroom

Should be able to describe the structure of guestroom business

department.

Should be able to describe the kinds of guestroom.

Should be able to calculate the number of guestroom by calculation

method.

Should be able to describe the recent changes of hotel guestroom

type.

Utilizing hotel

computation system

Should be able to describe the computation system of guestroom

business sector.

Should be able to provide the customers with information using PC.

Should be able to describe the Front Office System.

Understanding the

composition and work

details of human

resources of lobby

department

Should be able to describe the roles of hotel lobby department.

Should be able to describe the organization of lobby department.

Should be able to describe the work details of lobby department.

Should be able to describe the reservation operations of guestroom.

Should be able to provide door man service.

Should be able to provide wallet parking service.

Should be able to operate bell man.

Understanding the

guestroom registration

operations

Should be able to perform reservation operations by the kinds of

guestroom and dates.

Should be able to perform guestroom registration operations.

Should be able to perform guestroom change operations upon the

customers' request.

Should be able to operate payment reception by the customers using

cash, traveler's check and credit card.

Understanding the

guestroom

administrationdepartment

Should be able to describe the work details of guestroom

administration department.

Should be able to provide bed decoration and turn down service.

B Should be able to administer mini bar and equipment in guestroom.

Should be able to restore found articles in guestroom by handling

regulations.

Should be able to handle the customers' laundry by regulations.

Understanding the Should be able to describe the concept of the customers.

importance of the

customer satisfaction

Should be able to describe the importance of customer satisfaction.

Should be able to describe the customer satisfaction management of

famous enterprises by learning success and failure cases.

Understanding the safety

administration operations

Should be able to describe the safety administration operations.

Should be able to describe the cause and prevention plan for fire.

Should be able to induce the customer evacuation.

Should be able to use fire extinguisher.

Should be able to describe anti-theft know-how in hotel and handle

robbery by regulations.

Should be able to handle the customers' safety accident by regulations.

Midterm Exam (30)

The students should understand the development background of

hotel industry, the concept of guestroom product and rate system

and be able to describe computation system applicable to

practices and are assessed for human resources composition and

work details in the lobby department. (Written Test)

Assessment of the level of understanding of the characteristics of

hotel management

Assessment of the level of understanding of the importance of

guestroom business

Assessment of the level of understanding of the history and

management organization of domestic/foreign hotel industry.

Assessment of the level of understanding of the essence and

function of hotel industry.

Assessment of the recognition of the structure of guestroom

business department and the kinds of guestroom.

Assessment of the recognition of changes of hotel guestroom

type and rate system of guestroom.

Unit Sector(s)hotel management theory, hotel practices, tourism field placement

Competency Fieldhotel, condominium, golf-tel, resort

Elements and Performance Criteria Pre-Content

Assessment of the level of understanding of the computation

system of guestroom business sector.

Assessment of the PC utilizeability

Assessment of the recognition of the roles and work details of

lobby department

Assessment of the performance of reservation operations

Assessment of the operation ability of lobby service

l Multiple choice 1 point ⅹ 10 questions

l Short-answer 2 point ⅹ 5 questions

l Descriptive question 5 point ⅹ 2 questions

Midterm Exam result elements

Be aware of the characteristics of hotel management organization

and the work details of guestroom department through theoretical

learning.

Learn the kinds and rate system of guestroom to apply them to

practices.

Can provide the customers with information accurately and fast.

Can perform lobby service operations.

Final Exam (40)

Should be able to understnad the work details related to the

reproduction and sale of guestroom product and describe the

importance of the customer satisfaction management in the

processes of reservation, registration and settlement.

Should be able to be aware of the customer safety administration

operations. (Written Test)

Assessment of ability to perform guestroom reservation operations

by the kinds of guestroom and dates

Assessment of the level of understanding of guestroom

registration operations

Assessment of the level of understanding of payment reception

operations by the customers' use.

Assessment of the level of understanding of the work details of

guestroom administration department.

Assessment of the level of understanding of bed decoration and

turn down service.

Assessment of the ability to perform mini bar and equipment

administration in guestroom.

Assessment of the recognition of found article handling

regulations in guestroom.

Assessment of the recognition of the customers' laundry handling

regulations.

Assessment of the level of understanding of the concept of the

customers and the importance of customer satisfaction.

Assessment of the recognition of the cases of customer

satisfaction management.

Assessment of the recognition of safety administration operations.

Assessment of the recognition of cause and prevention plan for

safety accident.

Assessment of the recognition of inducement of the customer

evacuation.

Assessment of the ability to use fire extinguisher.

Assessment of the recognition of anti-theft know-how in hotel and

handling of robbery by regulations.

Assessment of the ability to handle the customers' safety accident

by regulations.

l Multiple choice 1 point ⅹ 10 questions

l Short-answer 2 point ⅹ 5 questions

l Descriptive question 5 point ⅹ 4 questions

Final Exam result elements

Learn the guestroom sale-related basic theory to apply it to

practices.

Understand the flow of composition, reproduction and sale of

guestroom product and the convergence relation of guestroom

department.

Learn various situations in guestroom by cases to adapt

themselves to operations in guestroom in employment.

Learn the customer safety-related matters to play roles in disaster.

Reports (10)

Compare and describe the guestroom product peculiarity of

guestroom products in five-star tourist hotels in Seoul. (team

assignments)

Adequacy of the subject 2

Creativity 2

Rationality of conclusion 2

Presenter’s attitude, outfit, speech, and eye-contact 2

Drawing attention from audience 2

Compare the pecularities of five-star tourist hotels in Seoul,

analyze the kinds of guestrooms, use rates, prices, themes and

main customers to grasp the elements affecting management

strategies.

Outcomes of the report

Understand guestroom product characteristics of five-star tourist

hotels in Seoul, grasp management strategies by the hotels to

seek for differentiated strategic marketing method.

Help decide career as they know hotel information in advance.

Attendance (20) Academic credit will not be given for attendance lower than 80%.