TRM 1018 - Lodging Operations Management

The aim of this course is to provide students with an understanding of the structure, functions, and management of lodging operations. Students will explore the key departments within a lodging establishment and learn how coordination among these units ensures efficient service delivery and guest satisfaction. The course emphasizes both operational knowledge and managerial perspectives needed for effective hotel management.

This course provides an introduction to the lodging industry and the operational functions of hotels. Students examine the history, structure, classifications, and ownership models of lodging establishments and develop an understanding of how major hotel departments operate and interact. The course covers key operational areas including Human Resources Management, Sales and Marketing, Front Office, Food and Beverage, Housekeeping, Finance and Revenue Management, and emerging technologies used in hotel operations. In addition, students explore customer satisfaction, complaint handling, service recovery, and sustainability practices in lodging businesses. Through real-world examples, case discussions, calculations, and industry engagement activities, students develop the knowledge and skills necessary to understand and manage hotel operations effectively.

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Reynolds, D. R., Rahman, I., & Barrows, C. W. (2021). Introduction to hospitality management. John Wiley & Sons.Hayes, D. K., Ninemeier, J. D., & Miller, A. A. (2017). Hotel operations management. Pearson. Marques, J., & Marques, R. P. (2023). Digital transformation of the hotel industry: Theories, practices, and global challenges. Springer Nature.Vinod, B. (2022). Revenue Management in the Lodging Industry. Management for Professionals.Solomon, M. (2016). The heart of hospitality: great hotel and restaurant leaders share their secrets. SelectBooks, Inc..

1.    Explain the structure, classifications, and ownership models of the lodging industry.2.    Describe and analyze the roles and coordination of major hotel departments (Front Office, Housekeeping, HR, Sales & Marketing, Food & Beverage, Finance).3.    Apply operational calculations related to hotel performance, including ADR, occupancy rate, RevPAR, staffing, and turnover rate.4.    Evaluate guest service quality, customer satisfaction, and complaint handling strategies to improve service outcomes.Propose solutions to enhance operational efficiency, revenue generation, and sustainability in lodging operations.

1 Introduction to Course2 Introduction to Lodging Industry·       Brief history of lodging·       Types of Hotels and Star ratings·       Hotel Ownership StructuresThe Structure of the Lodging Industry3 “Industry in the Classroom”Guest Speaker: İzzet Bekir (General Manager of Barut Hotels Hemera)Topic: How All Hotel Departments Work Together: From Rooms to Revenue4 Human resource Management5 “Industry in the Classroom”Guest Speaker: Mehtap Atkın (Contract Manager of WebBeds)Topic: Sales and Marketing and Contract Management6 EID7 Front Office & Guest Relations8 Midterm Exam9 Food and Beverage10 Housekeeping11 Finance & Revenue Management12 Labour Day13 Guest service, Customer Satisfaction and Complaint Handling in Lodging14 Sustainability in Lodging Operations15 Review, Career in Hotel Industry & Assignment presentations

Mid-term: %40Final exam: %60

Presentations; Interactive Discussions

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