Hotel Service Operations Management

Griffith University

Course Description

  • Course Name

    Hotel Service Operations Management

  • Host University

    Griffith University

  • Location

    Gold Coast, Australia

  • Area of Study

    Hotel Restaurant Tourism Management

  • Language Level

    Taught In English

  • Prerequisites

    Prerequisite: Completion of 42 credits

  • Course Level Recommendations


    ISA offers course level recommendations in an effort to facilitate the determination of course levels by credential evaluators.We advice each institution to have their own credentials evaluator make the final decision regrading course levels.

    Hours & Credits

  • Credit Points

  • Recommended U.S. Semester Credits
    3 - 4
  • Recommended U.S. Quarter Units
    4 - 6
  • Overview

    Course Description
    This course has a prerequisite requirement which means you MUST successfully complete the listed course or requirement/s BEFORE enrolling in this course. If you have enrolled in the course without meeting this requirement you MUST WITHDRAW immediately or contact the Program Director if you believe you have extenuating circumstances. It is our experience that students who have not completed the prerequisite course struggle to complete the course and often Fail as a result. It is also your responsibility to have any Transfer Credit appearing on your academic transcript before enrolling. The hotel industry is a growing industry within Australia and internationally. As a result, Hotel Service Operations Management, a capstone course, 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 course uses a learning application "HOTS", which is a business management simulation based on the redevelopment and management of a large hotel. The service-specific management concepts in the HOTS simulation draws on students' prior knowledge attained through marketing, management concepts, accounting for decision making, rooms divisions, food and beverage, and strategy and change courses. This integration and application of knowledge offers students a distinctive capstone experience.
    Course Introduction
    The hotel industry is growing industry within Australia, and internationally. As a result, management of service operations is vital in ensuring the maximisation of revenue through the provision of highest quality products and services together with the integration of technology. This course builds and integrates students' knowledge through HOTS, a business management simulation, based on the redevelopment and management of a large hotel. The service-specific management concepts brought out in the HOTS simulation incorporate students' knowledge gained from rooms division, food and beverage, marketing, management concepts and finance courses.
    Course Aims
    The operation of the tourism and hospitality industry is highly complex. The aims of the course are:
    To apply contemporary theories and models of hotel operations to current issues within the global hospitality industry.
    To draw knowledge from the previous two years within the program, and integrate operations, marketing, strategy, finance, information technology and organisational issues.
    To evaluate the operations of departmental operating units within a hotel, with the aim of exploring effective operations and management of the organisation.
    Interrelationship of the Course with other Course/s and Program/s
    This course complements and draws on the analysis of tourism and hospitality activity carried out in all other courses in the Bachelor of Hotel Management and Bachelor of Business (Hotel, Tourism, Leisure and Sport).
    Learning Outcomes
    After successfully completing this course you should be able to:
    1 Acquire an understanding of the theoretical foundations of operational issues and revenue management within a hotel and service environment;
    2 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.
    3 Demonstrate an understanding of and an ability to apply theories or tools to the hospitality sector through problem solving.
    4 Develop group communication skills together with verbal and written communication skills, through the group decision making processes.

    Assessment Task

    Weighting/Marked out of

    Test or quiz
    HOTS quiz


    Exam - constructed response
    Course Exam


    Peer assessment
    Group Performance: HOTS Simulation


    Assignment - Problem Solving Assignment
    Report: HOTS Simulation


Course Disclaimer

Courses and course hours of instruction are subject to change.

Eligibility for courses may be subject to a placement exam and/or pre-requisites.

Credits earned vary according to the policies of the students' home institutions. According to ISA policy and possible visa requirements, students must maintain full-time enrollment status, as determined by their home institutions, for the duration of the program.