Estudia

1. Module 1

2. Unit 1 - Introduction to quality management. 1.1. Definitions of quality. 1.2. Measurement of quality. 1.3. Basic quality tools in the hospitality sector. 1.4. Quality and management, the link and impacts.

3. Unit 2- Conceptualizing the Hotel Business. 2.1. Developing a Concept and Presenting It. 2.2. Analysis of the External Environment. 2.2.1 The value of good and official sources vs AI. 2.2.2 Citations as the best integrity. 2.2.3 The structure of the analysis, from generic to specific. 2.3. Competitive Analysis. 2.3.1 How to define our competitors. 2.3.2 Direct and Indirect competition. 2.3.3 Matrix Competition. 2.4. PESTEL, PORTER, and SWOT.

4. Unit 3 - The Operational and Strategic Plan for Hotel Companies (Food and Beverage Section). 3.1. Defining the “servicescape”. 3.1.1 The concept creation through a moodboard. 3.1.2 Environmental aspects that affect the restaurant product. 3.2. Human Capital and Its Organization. 3.2.1 Which Positions and how many. 3.2.1 Organizational charts and the definition of interlinked tasks. 3.3. Tools for Daily Monitoring, Results, and Common Problems. 3.4 The initial investments. 3.5 The strategy of an F&B establishment.

5. Module 2

6. Unit 1 – Introduction to Hotel Operations. 1. The Rooms Division. 1.1. Organisational structure. 1.2. Interdepartmental relationships. 1.3. The Rooms Division as a strategic centre. 1.4. Operational and financial objectives. 2. The Guest Journey. 2.1. Pre-arrival. 2.2. Arrival. 2.3. Stay. 2.4. Departure. 2.5. Post-stay. 2.6. Critical service touchpoints.

7. Unit 2 – Front Office Operations Management. 3. Reservations and Availability Management. 3.1. Types of reservations. 3.2. Commercial policies. 3.3. Overbooking. 3.4. Basic forecasting. 3.5. No-shows and cancellations. 4. Front Desk Operations. 4.1. Check-in and check-out procedures. 4.2. Room allocation. 4.3. Handling guest issues and complaints. 4.4. VIP guests and special amenities. 4.5. Coordination with Housekeeping.

8. Unit 3 – Housekeeping Operations Management. 5. Organisation of the Housekeeping Department. 5.1. Structure and functions. 5.2. Supervision. 5.3. Cleaning standards. 5.4. Operational productivity. 6. Staff Planning. 6.1. Staffing requirements. 6.2. Productivity ratios. 6.3. Shift scheduling and work organisation. 6.4. Laundry operations. 6.5. Outsourcing versus in-house staffing. 7. Operational Control and Quality. 7.1. Room status. 7.2. Inspections. 7.3. Lost and found. 7.4. Linen and amenities control. 7.5. Operational sustainability.

9. Unit 4 – Technology and Operational Control. 8. Technology Applied to the Rooms Division. 8.1. Hotel Property Management Systems (PMS). 8.2. Operational automation. 8.3. Mobile check-in. 8.4. Applied artificial intelligence. 9. Operational Indicators and Profitability. 9.1. ADR (Average Daily Rate). 9.2. RevPAR (Revenue per Available Room). 9.3. Occupancy. 9.4. Productivity ratios. 9.5. The relationship between operations and profitability.

• Chibili, M., Benhadda, L., De Bruyn, S., Lashley, C., Penninga, S., & Rowson, B. (2019). Modern Hotel Operations Management. Taylors & Francis.
• Darío, E. (2022). Gestión integral de la calidad basada en procesos. Ediciones de la U.
• Del Pozo, J. F. (2023). Procesos de gestión de calidad en hostelería y turismo. IC Editorial.
• Ford, R., Sturman, M., & Heaton, C. (2011). Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience (Hospitality Management). Cengage Learning.
• Krauz, A. (2016). Service Quality in Leisure and Tourism. Scitus Academics LLC.
• Jarvis, A., Morales, L., & Ranadive, U. (2016). Achieving Customer Experience Excellence through a Quality Management System. ASQ Quality Press.
• Martínez Salvador, S. (2020). Dirección de Alojamientos turísticos. Paraninfo.
• Muñoz Oñate, F., & Rodrigo Moya, B. (2003). Dirección de operaciones en alojamiento y restauración. Universitas Internacional S.L.
• Rajwinder Kaur, A. K. (2024). Basics of Room Division Management. Nova Science Publishers Inc.
• Rodríguez Antón, J. M., & Alonso Almeida, M. M. (2018). Organización y dirección de empresas hoteleras (2ª ed.). Editorial Síntesis.

Activitats d'avaluació:

General conditions for assessment

1. Assessment system
? Continuous assessment (mandatory)
? Global assessment (only in special cases):
• For repeating courses from previous years.
• In cases approved by the Academic Directorate.

2. Attendance required for continuous assessment
? Minimum 80% attendance in classes
? No justified absences for theory classes. Only absences accepted by the Academic Directorate are valid.
• If an accepted absence affects an assessment, an alternative will be offered.
? Results of the continuous assessment will be shared before the end of the teaching period.

3. Second chance (reassessment)
? Mandatory for students who fail or do not meet the attendance requirement.
? Exam dates will not be changed (except for serious, documented reasons).
• Examples of invalid reasons: driving test, travel, mild illness.

4. Support for special needs
? If a student has special needs, the Academic Directorate will inform the teaching staff.
? Assessment will be adapted to ensure equal opportunities.

5. ZERO tolerance for cheating
? If a student cheats in any assessment --> Fail (grade 0) with no second chance.
? A disciplinary process will begin.

6. Submission of assignments
? Deadline: maximum 24 hours after the original due date.
• More than 24 hours late --> Grade 0.
• Less than 24 hours late --> Maximum grade of the assignment: 5 (if passed).
? Teachers may apply stricter rules.


Modules of practical application classes (clases prácticas internas and “clases cerradas”)

Attendance
? Students must attend at least 90% of the classes.
? If this minimum is not met, the course will be marked as not completed ("No presentado", N.P.).

Justified Absences
? Only the following are accepted as justified absences for these classes:
• Illness, medical appointment, or accident (these cases may be reviewed by the Academic Directorate).
• Death in the family.
• Appointment with public authorities (DNI, passport, NIE, etc.).
• Absences communicated by the Academic Directorate.
? It is essential to provide the corresponding written proof.
? Any other absence, or absence without written justification, will be considered unjustified.


Subject modules

? The final grade is made up of the following modules:
• 40% ? Module 1
• 40% ? Module 2
• 20% ? Practical application classes
? To pass the subject, it is mandatory to pass the classroom modules and also the subject as a whole (in continuous or global assessment).
? If any classroom module is not passed, the reassessment of that module is required.

Minimum grade requirement per module
? Each classroom module must have a minimum grade of 5.0.
? If one or more of them are below 5.0, the final grade will be the lowest grade obtained or “Not Presented” (N.P.), and the subject will be failed.

Module grade retention
? A passed module will be retained for the next academic year, recorded with a grade of 5.0.
? In the following year, it will not be possible to improve the grade of a passed module.
? If the subject remains pending after one academic year, all modules must be repeated.


Continuous Evaluation

All classroom modules
? For each classroom module, students must attend at least 80% of the classes.
If this is not met, they will lose the right to continuous assessment and will have to take re-sit assessment of that module.
? If a student does not pass any of the classroom modules, they must take the re-sit assessment of that module. Students who do not take the re-sit will be graded "Not Presented" (N.P.) for the subject.

? The grades for the classroom modules have the following elements:

Module 1
? Assessment:
• 30% Projects and activities.
Several assessments such as tests, debates or group projects and presentations where students apply the concepts taught in class to different practical scenarios.
• 70% Written Exams.
Two written tests covering the module contents (each of them 37.5%).

Module 2
? Assessment:
• 25% Projects and activities.
Several assessments such as tests, debates or group projects and presentations where students apply the concepts treated in class to different practical activities.
• 75% Written Exams.
Two written tests on the module contents (one covering theoretical concepts (37.5%) and the other practical aspects (37.5%).

Practical application classes (clases prácticas internas and “clases cerradas”)
? The requirements of the operational departments must be met (assistance and assessment conditions).
? The practical application classes are evaluated by the corresponding tutor.
? When the student passes this module, the obtained grade is only valid for this course. For the next academic year, it will be recorded with a grade of 5.0.
? Missing practical application classes or “clases cerradas” cannot be recovered and means failing the subject with “Not Presented” (N.P.) as the final grade.


Global Evaluation

Classroom modules
? Attendance is no required.
? The classroom modules are assessed as follows:
? Module 1: 100% written exam covering the entire module content
? Module 2: 100% written exam covering the entire module content
? Students who fail any of these modules will be re-evaluated in the re-sit assessment.
If they do not take the re-sit, the final grade of the subject will be “Not Presented” (N.P.).

Practical application classes
? The rules for these classes are the same as in continuous evaluation.


Re-sit assessment (reevaluación)

Classroom modules
? The re-sit exam is mandatory for students who:
• do not meet the attendance requirement for continuous assessment
• or fail any type of assessment (continuous or global).
? The classroom modules are assessed as follows:
? Module 1: comprehensive exam covering the entire module content
? Module 2: comprehensive exam covering the entire module content
? When the student passes a classroom module, the obtained grade is only valid for the same course.
? The maximum grade for each re-sit exam is 6 out of 10.

Practical application classes
? Lack of attendance in the practical application classes or “clases cerradas” cannot be recovered and means failing the subject with “Not Presented” (N.P.) as the final grade of the subject.
? When the student passes this module, the obtained grade is only valid for the same course.

Criteris específics de la nota «No Presentat»:
If a student fails the subject and does not take the re-sit test(s), the final grade will be “Not Presented” (N.P.). They will also receive this qualification if they do not meet the minimum attendance requirement of 90% of the practical application classes.

Avaluació única:
El sistema ordinario y de aplicación general es la evaluación continua. Solamente podrán optar por la evaluación global (sin presencialidad obligatoria) los/as estudiantes de recuperación de cursos anteriores y, en casos muy especiales, quien cuente con la autorización explícita del Consejo de Dirección de la escuela.

Requisits mínims per aprovar:
Per considerar superada l’assignatura, caldrà obtenir una qualificació mínima de 5.0

Students can send an email to the teaching staff to request a meeting. The tutorial can take place either in person or online.

All necessary information will be explained during class. If needed, an email will also be sent to the whole group or to the relevant students.
Students must contact St.Pol HC and teachers exclusively through the institutional email. The institution does not take responsibility for communications made through other digital channels.

As a general rule, the use of computers, mobile phones, and other electronic devices by students is not permitted during class activities for this course, except when explicitly authorized by the instructor for a specific task.