Hotel Service Operations Management - 2016

Unit summary


  • Level of Study: Undergraduate Level 3
  • Study load: 0.125 EFTSL
  • Delivery method: Fully Online
  • Prerequisites: Yes
  • Duration: 13 weeks
  • Government loans available: FEE-HELP, HECS-HELP
  • Availability for 2016: SP3
  • Availability for 2017: SP3
  • Assessment: Assessment - HOTS Balanced Scorecard (30%) , Invigilated Exam (50%) - Learn more

Unit provided by

2016 Fees
Domestic 1,305.00
HECS 1,305.00
International 1,555.00

The hotel industry is a growing industry within Australia and internationally. As a result, Hotel Service Operations Management is vital in ensuring the long-term sustainability of hotels. This is achieved through maximising revenue, achieving high quality products and services, and integrating technology.
This unit uses a learning application "HOTS", which is an online business management simulation based on the redevelopment and management of a large hotel, highlighting the complexities and service sensitivities of hotel operations. The simulation operates in accelerated real time, where student teams enter decisions directly online and receive subsequent financial and market feedback.
Running a hotel is a team effort, therefore, group work is a large component of this unit. Students will be working in groups of 3 or 4 students, throughout the entire study period.
The first part of the unit will be devoted toward the understanding of the functions of the hotel decision making process used with HOTS. It is essential that this understanding is gained early on in the study period, so that students are able to make quality decisions from the outset of the simulation. Accordingly, there is a heavy content load in the first part of the study period and this is balanced by having a number of weeks later in the study period with no content delivery. During this time, students will be working primarily in the HOTS simulation.

At the completion of this unit students will be able to: Learning Outcomes After successfully completing this unit, you should be able to:

  1. Critically evaluate and analyse the impact of decisions within business strategy, marketing and sales, finance, operations and human resource management on the financial operations of a hotel.
  2. Demonstrate an understanding of and an ability to apply theories or tools to the hospitality sector through problem solving.
  3. Develop group communication skills together with verbal and written communication skills, through the group decision making processes.
  • Assessment — HOTS Balanced Scorecard (30%)
  • Invigilated Exam (50%)
  • Quiz — Online Quiz (20%)
For more information on invigilated exams see Exams and results

This is a Level 3 unit and students are expected to have a general understanding of hotel operations, including management concepts, marketing concepts, rooms division management and finance.

  • Audio/Visual equipment
  • Broadband access

This unit addresses the following topics.

1Strategic role and nature of service operations.
2HOTS overview and introduction
3Marketing strategy (advertising decisions, distribution and rate strategy)
4HR management (staffing, compensation and training)
5Operations management (refurbishment and EMS)
6Financial management
7Revenue management and revenue management strategies
8Hotel industry analytical foundations, benchmarking and performance reports.

This unit is delivered using the following methods and materials:

Instructional Methods

  • Audio/Video conferencing
  • Chat rooms
  • Embedded Multimedia
  • Online Quizzes/Tests
  • Online assignment submission
  • Podcasting/Lecture capture
  • Standard Media
  • Web links

This unit is a core requirement in the following courses:

This unit may be eligible for credit towards other courses:

  1. Many undergraduate courses on offer through OUA include 'open elective' where any OUA unit can be credited to the course. You need to check the Award Requirements on the course page for the number of allowed open electives and any level limitations.
  2. In other cases, the content of this unit might be relevant to a course on offer through OUA or elsewhere. In order to receive credit for this unit in the course you will need to supply the provider institution with a copy of the Unit Profile in the approved format, which you can download here. Note that the Unit Profile is set at the start of the year, and if textbooks change this may not match the Co-Op textbook list.
This unit does not have a prescribed textbook(s).

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