Course Syllabus

Undergraduate Program

Spring 2023
Course Number
SHA HF 270
Course Title
(Credits): Lodging Operations and Technology
4 cr.
Instructor: Alphonse (Alphy) Johnson, MBA, LEED-AP & CHATHA
Lecturer

Class Time: Monday / Wednesday -EST Class SHA 206

Location:
12:20 pm -2:05 pm
Zoom:

Office & Office SHA Room 325 E-mail alphyj@bu.edu

Hours:
Mondays 2:00 – 4:00 PM Phone 1-719-960-6157

Wednesdays 2:00 – 4:00 PM Zoom

Slots are available in 30 minute intervals. Skype

Please make appointment via e-mail.

Required Managing Front Office Operations Michael L. Kasavana; American Hotel and Lodging
Materials: Educational Institute, 2017. Tenth edition, ISBN 978-0-86612-412-6.

Prerequisite: SHA HF100

This syllabus contains the policies and expectations established for this course that are intended to
create a productive learning atmosphere for all students. Students should read the entire syllabus
carefully and understand that they will be expected to fully abide by these policies and expectations.

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 COURSE DESCRIPTION

This course provides an introduction to the operations and technology of the room division within
various types of hotel, resort, long-term stay and shared accommodation properties. Explores
theoretical principles and operational tactics for management of front office, reservations,
housekeeping, and engineering functions. 4 credits

COURSE OBJECTIVES

Upon satisfactory completion of this course, the student should have the ability to:

• Demonstrate an understanding of the Hotel Management, Front Office, Housekeeping,

Reservations and Security departments.
• Identify current trends and requirements of contemporary Front Office environment and the
skills required for proficiency and success.
• Understand the connections between various hotel departments and relate them to the overall
success of the guest experience and the prosperity of the hotel.
• Apply basic management principles to the rooms division.
• Examine financial processes and the night audit.
• Interpret the principles of Revenue Management and its effects on the entire hotel.

COURSE METHODOLOGY

This course incorporates aspects of blended learning (a flipped model), whereby you will be
responsible for studying the homework material prior to coming to class so that we can engage
in discussion or activities in class. Please note that the FLIPPED Classroom is different than a
traditional class method. This model expects that you come to class prepared by reading the
and completing the homework material provided and posted in BlackBoard. The enhanced
engagement method allows you to come to our live sessions prepared to ask questions, to be
able to answer questions, to test your knowledge, and to participate in activities to
demonstrate mastery of the material you have read and watched. The format of this course
shall include video lectures, guest speakers, readings, videos, textbook, and interactive
methods, discussions, unit exams, quizzes and assignments. Course material and activities are
available through Blackboard. Exams will be administered in class. Participation is a
tremendous portion of the final grade, so come to class ready to contribute.

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 COURSE REQUIREMENTS

Class Attendance:

Students are expected to attend all classes and behave in a proper manner with positive
contributions.

a. Arrive to class on time and stay until dismissed. Tardiness disrupts class. A late
student should take a seat as quickly and quietly as possible. If you will be late or
need to leave early, you should inform the instructor in advance. Travel time is built
into the class schedule to accommodate back-to-back classes.

b. Regular prompt attendance is critical to your learning and is required. If you miss a
class, it is your responsibility to obtain all information (including homework) given
out in class.

c. You are expected to attended class, read the assigned material before class, before
class, participate in class discussions, and complete and turn in assignments on time.
If you have an excused absence (medical, student athlete, travel for BU, etc.) for
which you can provide documentation, you are responsible for what you miss.
Connect with a classmate and discuss anything (notes, discussions) you may have
missed.

d. Each unexcused absence will result in a reduction of points towards the overall
participation grade. After every three absences, a grade reduction, of one whole
grade will be taken. Absence from class does not relieve a student of the
responsibility for the class lecture, handouts or assignments due. If you miss class,
the simple concept is that you will not do well in this class because you will not have
the information you need and you will not understand, you won’t be there to
participate (so you lower your participation grade), and you will not do well on the
quizzes or the final exam; thus, lowering your overall grade.

e. If you are going to be out of class on the day that a quiz or unit exam is scheduled,
you must notify me in ADVANCE. Only advance notice will allow you to arrange for a
make-up. Failure to make this arrangement will result in an automatic zero (0).

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Participation:

a. Please be attentive and engaged during class. Attendance does not mean
participation. A student’s full attention should be devoted to classroom activities
during class. A student should arrive ready to participate, whether that means
answering questions, engaging in the discussion, or taking notes. Students must stay
awake in class. Learning is not a spectator sport.

b. The instructor may call on you at any time to answer questions or share your opinions
about a particular topic. Be prepared to participate at all times! Participation will be
determined by speaking up in class.

c. While challenging in a large class, participation is expected. This can include asking
questions and sharing observations in class.
Silence and put away cellphones. Cellphones should be silenced and put away at the
beginning of class and not used for the duration of the class period, except in an
emergency or as required for classroom activities. If a student expects to receive a call
that must be taken during the class period, the student should make arrangements with
the faculty member before class to do so.

d. Use laptops only for classroom work. If the faculty member permits use of laptops
in class, students should use them for taking notes and pertinent classroom work
during class time, not for recreational purposes. Faculty members may require
students to put laptops away if they become a distraction and may provide for
certain restrictions on use in their course syllabi. If exceptions to a faculty member’s
restrictions are needed, students should discuss with the faculty member.

e. Do not bring other unnecessary electronics to class. Students should not bring any
electronics that they do not need for class activities to class or should store them in
a bag or other place out of sight for the duration.

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 TEXT / REQUIRED READING / RESOURCES
Textbook:

Managing Front Office Operations Michael L. Kasavana; American Hotel and Lodging Educational
Institute, 2017. Tenth edition, ISBN 978-0-86612-412-6.

Videos:
There are several videos that will be shown during class the content of which will be included in the
Assessments.

Students will find files containing reading material, PowerPoint presentations, videos, web links, etc.
Students will need to ensure their personal computer’s Adobe Acrobat, Microsoft PowerPoint, Microsoft
Word, and RealPlayer compatibility to view these files, or use a university computer lab.

Students will need to ensure their personal computer’s Internet browser compatibility.

WRITTEN ASSIGNMENTS

All assignments are expected to be submitted on time. They should be presented neatly and legibly in a
typed, 12-pitch Times New Roman font, double-spaced, with 1” margins along all sides of the document.
Format all assignments according to APA guidelines; refer to the book, Manual of the American
Psychological Association for full reference. Save all documents in the following format: HF270-A1-
AssignmentType-LastName

QUIZZES and EXAMS

There will a short Quiz at the end of every class. These quizzes are for the purpose of highlighting the
essential learning elements of each class, including assigned reading material. The quizzes will be self
graded and the scores will not be part of the final grade. Completing the Quizzes will however
contribute to the Attendance and Participation portion of your grade.

There will be two (2) major unit examinations in the course. Each exam will be taken in-class. The
timing for each exam will be reviewed in class. There will be Final Exam plus a Team Project
Presentation based on the implementation of course material learned.

Students may review their exam individually with the instructor, by appointment. All examinations will
be composed of objective questions.

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 COURSE EXPECTATIONS

Communication:

The most efficient manner to connect with both professors is through the use of your BU email.
Check your BU email account daily for messages from the instructor. Please reach out to the
Instructor promptly with any questions or clarifications.

Collaboration: In all aspects of the hospitality industry, positive and productive collaboration is
key. Assignments will require group work and collaboration. Professionalism is expected. In-
class group discussion requires listening, critical thinking, collaboration and participation.
Cooperative Team Work: Participants are expected to equally share the workload of group
projects, be accessible for and responsive to group activities and communication, and in
general, work in a manner conducive to fostering positive group interaction. Please contact me
for group project mediation as soon as possible. Peer evaluations will be included in the
grading process; failure to participate fully in group assignments will result in loss of grade.

SHA Classroom Professional Expectations:

There is not food or drink permitted in the classrooms in SHA. SHA has recently formalized a set
of Classroom Professional Expectations, which were designed to help create a comfortable,
efficient learning environment for students and faculty alike. On behalf of the School
administration, you are strongly urged to review these guidelines. The document is available at
the following links: http://www.bu.edu/hospitality/community/students/current/ and
http://www.bu.edu/hospitality/files/2016/05/SHA-Classroom-Professional-Expectations-4-
1916.pdf.

Class and Homework Expectations

Students are expected to attend classes each week and spend a minimum of the following hours outside
of class in support of this course: 15-Weeks, 4-credit course contact hours.
Class Format Classroom Online Homework/ Total Hours Total Hours
Instruction Instruction Out-of-Class per Week per Term

Classroom 3.5 0 6.5 10 150

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 POSTING OF GRADES
Scores for assessments will be released on Blackboard Learn. IT IS THE STUDENT’S RESPONSIBILITY TO
CHECK BLACKBOARD LEARN AND KEEP TRACK OF THEIR PROGRESS. They may contact the instructor for
any questions. Final grades will be posted officially at the completion of the course.

CALCULATION OF COURSE GRADES

The final grade for the course will be based on scores attained for the following assessments. Note that
the overall point value is subject to change.

Assessment Component Points

Participation & Attendance

100

Progress Exams (2)

200 Each

Team Project
200

Final Exam
300

The grade scale for this class will be calculated in points.

1. Absence is not an excuse for late work. All assignments are absolutely due on the
assigned date, unless prior arrangement for late submission has been made with the
instructor.

2. Late Assignments: Assignments are due on their respective due dates outlined in the
syllabus are to be submitted through Blackboard. Assignments will not be accepted late,
and will result in a 0 grade for that assignment.
GRADING SCALE AND EXPLANATION OF GRADES

Bachelor Degree Seeking Undergraduate Students

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A minimum grade of “C” is required to pass Hospitality Core Courses (Major Requirement).
Grade Percentage Value % Meaning GPA Conversion

*For A 100-93 Exceptional; superior effort 4.0 the

BU
A- 92-90 Excellent 3.7

B+ 89-87 Very good 3.3

B 86-83 Good 3.0

B- 82-80 Meets program standards 2.7

C+ 79-77 Requires slight improvement 2.3

C 76-74 Requires moderate improvement 2.0

C- 73-70 Requires significant improvement 1.7

D 69-60* Seriously deficient 1.0

F 59-00* Fail – Did not meet minimal course 0

requirements
School of Hospitality Administration, final grades need to be above 70 in order to constitute passing.

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 WRITTEN ASSIGNMENTS PARTICIPATION, QUIZZES, TEAM PROJECT AND FINAL GRADE

Grade Participation/Exercises Participation/Exercises Quizzes Group Project

Exceptional A Demonstrates a thorough understanding of the context, audience, Consistent, active, voluntary participation that Shows strong understanding of Beyond addressing the questions
and purpose that is responsive to the assigned task. Utilizes proper contributes exceptional insight to the analysis calculations and concepts; able to asked, draws relevant and
93100 grammar, punctuation, industry terminology, clearly communicates or raises questions that show deep insight apply them without errors; draws exceptional conclusions based on
marketing messages incorporating proper formatting for practical into management implications of the insightful conclusions based on the analysis
applications and/or for search engine marketing optimization. calculations; work that is error-free analysis
Presents content with a unique tone of voice that is memorable and
significant. Requires little to no editing for conciseness or clarity of
communication.

Excellent A- Uses appropriate, relevant and compelling content to master Consistent, active, voluntary participation that Shows strong understanding of Beyond addressing the questions
the subject, with detail. Uses professional language that skillfully contributes strong insight to the analysis or calculations and concepts; able to asked, draws relevant and
90-92 communicates to readers. raises questions that show deep insight into apply them with a rare minor error; important conclusions based on
management implications of the calculations; draws insightful conclusions based analysis
work that is nearly error-free on analysis

Very good B+ 86- Demonstrates adequate consideration of context and incorporates Consistent, active, voluntary participation Shows basic understanding of Addresses the questions
89 a consistent use of proper formatting and structuring in line with that occasionally contributes an insight to the calculations and course concepts; asked; draws relevant and
today’s industry practices. analysis or shows an understanding of the can apply them adequately with general conclusions based on
implications of the calculations; work that occasional minor errors; draws analysis
contains occasional minor errors insightful conclusions based on
analysis

Good B 83- Utilizes credible sources to support ideas; uses straightforward Actively and voluntarily involved in class; helps Shows basic understanding of Addresses the questions asked
85 language. to keep discussion going; can apply calculations calculations and course concepts; and presents some basic
to discussions of management implications applies them with frequent minor conclusions drawn from the
errors; able to draw some
analysis
conclusions based on analysis

Meets B- Uses language that generally conveys meaning to readers. Requires encouragement to contribute to Understands basic concepts and Addresses the questions asked;
standards class discussions but is able to provide basic calculations, but makes frequent no conclusions drawn from the
80-82 insight into questions asked errors applying them; conclusions analysis
are based on observation and not
based on analysis

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 Requires C+ 77- Competent work. Written work may include errors of punctuation, Requires encouragement to contribute to Unable to show consistent Addresses most of the questions
slight 79 grammar, incomplete or run on sentences; improper formatting. class discussions; is sometimes able to provide understanding of concepts and asked; no conclusions drawn
basic insight into questions asked calculations; major and minor from the analysis
improvement errors; conclusions based on
observation and not on
analysis

Requires C 74- Not fully satisfactory – content may be overly simplistic; Uses Not fully satisfactory; does not willingly Unable to show consistent Addresses some of the questions
moderate 76 language that impedes meaning because of errors; incorrect grammar contribute to class discussions; not able to understanding of concepts and asked; no conclusions drawn
improvement or improper sentences; does not incorporate use of industry provide basic insights into questions calculations; frequent minor and from the analysis, or incorrect
formatting styles. asked major errors; incorrect conclusions
conclusions

Requires C- Not satisfactory. Demonstrates minimal attention to proper use of Not satisfactory; no contribution to class Unable to show understanding of Addresses few of the questions
significant language, formatting, variety of sentences or synonyms. discussions; not willing to answer questions concepts and calculations; asked; no conclusions drawn
70-73 or participate in class work; can answer some consistent errors; few/no from the analysis, or incorrect
improvement questions if called upon conclusions conclusions

Poor D* 60- Seriously deficient. Represents less than standard results and a lack of Seriously deficient; represents less than Unable to show understanding of Addresses few of the questions
69 understanding of expectations. standard results and a lack of understanding of concepts and calculations; asked; no conclusions drawn
expectations. consistent errors; few/no from the analysis, or incorrect
conclusions conclusions

Fail F* <60 Does not submit assignment; represents a lack of effort/interest. Does not willingly participate; when called Unable to show understanding of Does not address the questions
Cause for deep concern. upon, unable to adequately answer questions concepts and calculations; or do the assignment
consistent major errors; no completely; unable to draw
conclusions conclusions

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ACADEMIC MISCONDUCT
Academic integrity is a legitimate concern for every member of the campus community; all share in upholding the
fundamental values of honesty, trust, respect, fairness, responsibility and professionalism. By choosing to join the Boston
University community, students accept the expectations of the Academic Misconduct Policy and are encouraged when faced
with choices to always take the ethical path. Students enrolling in Boston University assume the obligation to conduct
themselves in a manner compatible with Boston University’s function as an educational institution.

An example of academic misconduct is plagiarism. Plagiarism is using the words or ideas of another, from the Internet or any
source, without proper citation of the sources. As your instructor, I demand a high level of scholarly behavior and academic
honesty on the part of students. No form of academic dishonesty is acceptable, no matter how slight. Academic dishonesty
includes any act that violates the academic processes of the University. These acts include, but are not limited to, cheating on
an examination, stealing examinations questions, substituting one person for another at an examination, falsifying data,
destroying, tampering with, or stealing a computer program or file, plagiarism, copying all or part of a project or test, and
violating the integrity of any assignment to which points are assigned. The student who allows his/her work to be copied will
be subject to the same penalty. If a student in a particular course is deemed to be guilty of academic dishonesty, the student
will be assigned a failing grade for the entire course. In all cases, I, as your instructor, am responsible for recording the
circumstances and reporting them to the Associate Dean for Academic Affairs of the College and the campus disciplinary
officer for further action.

Cheating and plagiarizing will not be tolerated in this course. During tests there is to be no communication between or
among students. Students who are found to be using test information from a fellow student, or who use unauthorized
materials during a test will receive no credit on the examination and will receive a failing grade for the course. Students who
then attempt to drop the course may be administratively reenrolled and given a failing grade. Paper assignments (if any) must
be submitted to Turnitin prior to final submission. If the instructor suspects that a student has plagiarized all or part of a
project, then the instructor may require that student to submit to an “oral defense” of the project while preforming an
Internet search for the work. If the instructor determines that another author's work has been plagiarized or the work is not
the student's, no credit will be given for the work and the student will be assigned a failing grade for the course. Students
also run the risk of being prosecuted for academic dishonesty according to the code of the college.

Additional information for the Academic Code of Conduct can be found on the university’s website.

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 RELIGIOUS HOLIDAYS POLICY
Religious Holidays Policy -- Any student missing class quizzes, examinations, or any other class or work because of observance
of religious holidays shall be given an opportunity during that course period to make up missed work. The make-up work will
apply to the religious holiday absence period only. It shall be the responsibility of the student to notify the instructor no later
than the last day of late registration of his or her intention to participate in religious holidays which do not fall on holidays or
periods of class recess. This policy shall not apply in the event that administering the test or examination at an alternate time
would impose an undue hardship on the instructor or the university, which could have been avoided.

COURSE SUPPORT & ACCOMMODATIONS

The Office of Disability Services is the only office that may grant accommodations for students. When a student is
in need of a short-term release from an academic requirement and there is no clear “disability” involved, students
may request clemency from their professors. When students miss classes for legitimate reasons, instructors should
try to make accommodations within reason. Clinicians at Student Health Services generally do not write excuse
letters or emails advocating for a student who is requesting release from an academic requirement. Clinicians will
provide a business card to the students as proof of a visit if needed.

According to Chapter 151C of the General Laws, Commonwealth of Massachusetts, any student in an educational or
vocational training institution, other than a religious or denominational educational or vocational training
institution, who is unable, because of his or her religious beliefs, to attend classes or to participate in any
examination, study, or work requirements on a particular day, shall be excused from any such examination, study,
or work requirement, and shall be provided with an opportunity to make up such examination, study, or work
requirement that may have been missed because of such absence on any particular day; provided, however, that
such makeup examination or work shall not create an unreasonable burden upon such school.

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 Please Note: Schedule is subject to change. Please check for updates routinely in Blackboard Learn.

CALENDAR / TOPICS

Class Topic Preparation – Assignments Activity Grade

Number
/Date Required Reading

Week 1

1 Course Introduction Introductions Learn Rooms Division Terms, Quiz

Syllabus and Project review posted on BB
23 Jan. Lodging Operations Overview

Week 2

2 Lodging Classifications Lecture on Hotel and

Restaurant
25 Jan o Hotel Locations, Class, Classifications.
Size, Length-of-Stay,
Brand and shared Discussion on Industry
accommodation Trends and impact of
classifications. Shared Accommodations.
o Organizational Charts
Quiz

3 Hotel Ownership Structure and Read Article in Blackboard, “What Lecture on Hospitality
Leadership does it take to create a hotel?” Ownership motivations
30 Jan and models.

Quiz

Week 3

4 Franchising Please check on BlackBoard Lecture on Franchising

Hotels and Restaurants

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1 Feb. o Definitions and how they impact
o Industry Trends Operations.
o Major Players
Discussion on reading
Assignment

Quiz
5 Management Contracts Please check on BlackBoard Lecture on Management
Agreement Terms, and
6 Feb. o Term Definitions they impact Operations.
o Industry Trends
o Current Issues Discussion on reading
o Major Players Assignment
o Negotiations
Quiz
Week 4

6 Hotel Asset Life Cycle Please check on BlackBoard Lecture the lifecycles of
hospitality assets.
8 Feb. o Openings
o Operations Discussion on reading
o Re-branding Assignment
o Closing

Review for Progress Exam 1

7 PROGRESS EXAM #1 200

13 Feb.

Week 5

8 Team Project Rollout Read the Team Project Outline on Have Laptops available Briefing on the Team Project
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15 Feb. BB and download Templates. and assignment of Teams.
Review Project Documents.
Team Assignments.
9 Hotel Organization Chart and Read Chapter 1, Pages 3-31 of Be prepared for a class Class Discussion
Reservation-Registration MFOO discussion on the assigned Rooms Division Organization
21 Feb. reading material. Chart
Reservation and Registration
Week 6

10 Front of House Mgmt. Read Chapter 2 Pages 62-75 of Be prepared for a class Discussion on reading
MFOO discussion on the assigned Assignment.
o FD Design reading material.
o FD Operations Front Desk Operations.
22 Feb. o Processes
Start on phase 1 of Team
Project.

Opening Date of your hotel.

Quiz
11 Rooms Division Manager Read Chapter 3 of MFOO Discussion on reading
Assignment.
27 Feb.
Guest cycle

Discussion on Guest Lecture.

Quiz

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 12 Project Templates Please check on BlackBoard Review of:
Critical Path
1 March Staffing Guides
MPL

Work on Critical Path and

Staffing Guides

13
Guest Relations MFOO Ch. 6 Lecture on Guest Relations
3 Mar. E-Mail Project Outlines to me by Noon on Department.
o Bell/ Concierge November 8th.
o Guest Service Discussion on Reading
o Communication Material.

Review for Progress Exam 2 Quiz

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 14 Housekeeping Management Please read MFOO Chapter 10 Discussion on reading
Please check on BlackBoard material.
15 Mar.
Lecture on Housekeeping and
Technology

Quiz

Review for Progress Exam

15 Progress EXAM #2

20 Mar. 200 Points

16 Accounting

22 “Night “Audit
Mar.
Analyzing a Hotel P&L.

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 Week 10

18 Engineering and Maintenance. MFOO Ch. 7 Lecture on Engineering

and Maintenance.
29 Mar. Staffing, Outsourcing,
Scheduling, Work Discussion on Reading
Orders/Planning and Inventory Material.
Management.
Quiz

19

3 Apr.

Week 11

20 Quality Measures Please check on BlackBoard Lecture on Quality

Standards, Controls,
5 Apr. Standards Tools, Metrics and
handling Guest
Formal Inspections
complaints.
Social Media
Work on and complete
project Pre-Opening
Organization Charts.

Quiz
21 Safety and Security Please check on BlackBoard Lecture on Security and
Disaster Preparation.
10 Apr. Collective Responsibility

Disaster Preparation Quiz

Practice, practice and practice.

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 Week 12

22

12 Apr.

23 Please check on BlackBoard

Finalize Team Project
19 Apr. Presentations.

Week 13

24 Property Visit

24 Apr.

25 Review of Property Visit.

26 Apr.
26 Team Project Presentations. Each team will be allocated 40 minutes 200
5 Dec. for their presentation.
27 Team Project Presentations. Each team will be allocated 40 minutes 200
7 Dec. for their presentation.
28 LAST DAY OF CLASS Preparation for Final Exam
12 Dec.
FINAL EXAM 300

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