Course code Citi2002

Credit points 3

Hotel Services

Additional course materials Citi2002_Viesnīcu dienesti.pdf

Total Hours in Course48

Number of hours for lectures16

Number of hours for seminars and practical classes32

Date of course confirmation12.10.2011

Responsible UnitUztura katedra

Course developer

author Uztura katedra

Rita Riekstiņa-Dolģe

Dr. sc. ing.

Prior knowledge

Ķīmi3017, Cleaning Technology

PārZ2052, Hospitality Businesses

Course abstract

Students acquire knowledge about the types of accommodation establishments, about hotels services and hotel operating framework. The course content includes an explanation about hospitality service and quality of service. The students get knowledge’s about housing accommodation for standardization tasks and guiding principles. Students acquire understanding on the hotel unit types, their duties and responsibilities, organization of work.

Learning outcomes and their assessment

Knowledge about hotel operations processes, 1st, 2nd test;
skills to plan, coordinate, manage and model the hotel services operation and technological processes, independent work and tasks;
competences of hotel services development and process rationalization, homework tasks, case studies.

Course plan

1. Introduction to the study course. Course content and requirements. Trends and innovations development of Accommodation industry in the context of the tourism industry.
2. Hotel product, service. Tangible and intangible services of hotel.
3. Hotel guests. Creating a service for specific target groups. Hotel choices, guest structure.
4. Guest cycle on hotel. Analysis of cycle stages, guest and staff interaction at the stages of the guest cycle.
5. Organizational structure of the hotel. Types of hotel management and structures. Hotel services types and their responsibilities. Chain Hotels.
6. Front office and back office services. Duties and responsibilities of employees. Front office department technological processes.
7. Hotel reservation process. Reservation types and stages.
8. Guest registration process. Work with different guests, VIP guests.
9. Test work.
10. Guest checkout stages. Settlement procedure and control.
11. The structure of the Housekeeping department, duties and responsibilities of employees.
12. Technological processes of the Housekeeping.
13. Hotel laundry management.
14. Organization of the Food and Beverage Service. Duties and responsibilities of employees. Breakfast types at the hotel. Room service.
15. Conference and seminar centre management. Hotel security.
16. Test work.

Requirements for awarding credit points

The final evaluation of the study course consisting of: assessment of practical work, assessment of independent work and the results of two tests.

Description of the organization and tasks of students’ independent work

Independent work includes individual and group work, which students present and defend. The presentations include lecture topics, analyse of the latest industry, scientific literature and student creative ideas.
During practical work students analyse various case studies, work with various examples of hotel internal documents.

Criteria for Evaluating Learning Outcomes

The overall assessment of the study course consists of: • assessment of the independent work 40% • assessment of the practical work 20% • test results 40%

Compulsory reading

Hotel management and operations / edited by Michael J. O'Fallon, Denney G. Rutherford. 5th ed. New York : John Wiley & Sons, c2011. xviii, 494 lpp.
Hotel accommodation management / edited by Roy C. Wood. London ;New York : Routledge, Taylor & Francis Group, 2018. xix, 209 lpp.
Viesu uzņemšanas dienesta darbības pamatprincipi/ Margarita Platace, Biznesa augstskola Turība, 2000, 175 lpp.

Further reading

Penner, Richard H. Hotel design, planning and development / Richard Penner, Lawrence Adams and Stephani K.A. Robson. Second edition. New York : Routledge, 2013. x, 444 lpp.
Raudive, Anita Viesu uzņemšana un apkalpošana : mācību materiāli IP "Viesnīcu pakalpojumi" / Anita Raudive. [Rēzekne] : [Rēzeknes tehnikums], [2011] 1 tiešsaistes resurss (117 lapas) : tabulas ; 1,36 MB
Utināne-Suharevska, Ināra. Viesnīcu uzņemšanas dienestu darba organizācija : tālmācības studiju kurss / kursa autore, Ināra Utināne-Suharevska ;

Periodicals and other sources

E- žurnāli: sciencedirect.com;
Гостиница и ресторан : бизнес и управление = Hotel & restaurant : business and management : журнал для профессионалов. Москва : Международная ассоциация гостиниц и ресторанов (IH&RA). nr.
www.lvra.lv
https://www.hotelstars.eu/latvia/
https://ec.europa.eu/eurostat/cros/category/acronyms/horeca_en
https://www.celotajs.lv/lv

Notes

The course is planned on the compulsory part for Bachelor study program “Catering and hotel business” for full and part-time students