ROOMS DIVISION MANAGEMENT - 2023/4

Module Overview

This module aims to provide exposure to the working environment of rooms division through exposure to hotel operations through a series of lectures, guest speakers, workshops and directed tasks to the underlying theory and business processes in this important area of operations. The emphasis here is on an operational understanding.

Module provider

Surrey Hospitality & Tourism Management

Module Leader

GANBERT Sylvia (Hosp & Tour)

Number of Credits: 15

ECTS Credits: 7.5

Framework: FHEQ Level 4

Module cap (Maximum number of students): N/A

Module Availability

Semester 2

Prerequisites / Co-requisites

none

Module content

Indicative content includes:

1. The scope and structure of rooms division in hotel operations

2. The customer journey

3. Housekeeping operations

4. Front office operations

5. Night Management & Night Audit

6. Property management systems

7. Internal and external communications

8. Productivity and efficiency in rooms division

9. Brands standards and standard operating procedures

Assessment pattern

Alternative Assessment

The alternative assessment for the group presentation is an inividual case study report.

Assessment Strategy

The assessment strategy is designed to provide students with the opportunity to demonstrate their knowledge, skills and their ability to reflect on the theories and apply it accordingly.

They will also be able to demonstrate their ability to analyze an existing operation and propose improvements recognizing the constraints imposed on the operation for efficiency, customers satisfaction and the maintenance of brand standards.

Thus, the summative assessment for this module consists of:

1. A  group presentation that will aim to develop the students' analytical skills and help them establish some public speaking skills to build up their confidence. Group presentation for the first years to help the confidence boost and build their student peer network. 

2. The second assessment is an individual report setting up the operational plan for a new opening hotel (3000 words)

Formative assessment and feedback opportunities will be provided through assignment clinics, workshop situations.

Module aims

• This module aims to develop students understanding of the rooms division provision within hotel operations and to reflect on the ways in which this area can be managed best to deliver customer service and efficiency.

Learning outcomes

Methods of Teaching / Learning

The teaching and learning strategy will consist of Combine the theoretical underpinnings of rooms division management with the opportunity to reflect on the day to day operation of the two key departments of housekeeping and front office Provide underpinning theory and knowledge Guest speakers and panels with relevant industry personnel Hotel visits to the relevant departments

The teaching and learning methods include:

• Lectures and seminars - providing an opportunity to interact within a group environment to explore and discuss topical and critical issues


• Practical tasks designed for individual study to reinforce and extend the practical experience

Indicated Lecture Hours (which may also include seminars, tutorials, workshops and other contact time) are approximate and may include in-class tests where one or more of these are an assessment on the module. In-class tests are scheduled/organised separately to taught content and will be published on to student personal timetables, where they apply to taken modules, as soon as they are finalised by central administration. This will usually be after the initial publication of the teaching timetable for the relevant semester.

Reading list

https://readinglists.surrey.ac.uk
Upon accessing the reading list, please search for the module using the module code: MAN1138

Other information

Employability: This module provides students with a working knowledge of the largest department in an operating hotel rooms Division. The students will learn the key foundationsl knowledge to make operational business decisions in the service industry with the aim to optimize operational efficiency.

This knowledge and decision-making skills will naturally be developed over time with more experience in their career. This module continues to build on the ability to criticize hotel operations in Front office & housekeeping and back of house.

Global and Cultural Understanding: In this module, students are informed of various global consumer behavior. As such, students develop global and cultural understanding in terms of purchase behavior, stay behaviour and needs in an operating hotel. Service in a globalized industry varies between regions students will need to understand this.

Resourcefulness and Resilience: This module equips students by using practical experience, examples and exercises to critical analyse and interpret rooms division operations. This allows students to build resourcefulness and resilience in developing a problem-solving mindset, logistical planning and other key skills that are vital to hotel operations.

Programmes this module appears in

Please note that the information detailed within this record is accurate at the time of publishing and may be subject to change. This record contains information for the most up to date version of the programme / module for the 2023/4 academic year.