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IPLUSO 23220

Hotel Management and Operation

Tourism Business Management
  • ApresentaçãoPresentation
    The Hotel Management and Operation course unit aims to provide students with the theoretical and practical skills to understand, plan, and operationally manage hotel establishments. In an increasingly competitive and demanding sector, operational excellence constitutes a strategic differentiator for the profitability of the investment and guest loyalty. The course unit addresses hospitality as an integrated ecosystem, where departments such as Reception, Housekeeping, Maintenance, Food & Beverage, and Sales interact synergistically. The daily management of operations is explored, from the guest cycle (pre-arrival to departure), through team management, cost control, application of technology (PMS, AI), and implementation of quality, sustainability, and revenue policies. The approach combines conceptual foundations with case studies, operational simulations, and analysis of industry best practices, preparing future managers for the real challenges of contemporary hospitality.
  • ProgramaProgramme
    1. Framework of Hotel Operational Management 2. The Hotel Product and the Guest Cycle 3. Commercial and Distribution Management 4. The Reservations and Reception Department (Front Office) 5. Housekeeping Management 6. Maintenance and Facilities Management 7. Technology and Innovation in Operations 8. Trends and Future of Hotel Operations
  • ObjectivosObjectives
    By the end of the semester, students should be able to: 1. Identify and structure the departments of a hotel unit and their operational interdependencies. 2. Master hotel terminology and key performance KPIs (Occupancy, ADR, RevPAR, GOP). 3. Manage the guest cycle, from booking to check-out, ensuring an excellent experience. 4. Apply reservation, credit, guarantee, cancellation, and overbooking management policies. 5. Coordinate operations between Reception, Housekeeping, and Maintenance, optimizing room availability and quality. 6. Recognize the impact of technology (PMS, AI, mobile) and sustainability on operational efficiency. 7. Manage complaints and conflict situations, applying service recovery and loyalty techniques. 8. Plan staffing needs based on occupancy forecasts and operational peaks.
  • BibliografiaBibliography
    Chibili, M., de Bruyn, S., Benhadda, L., Lashley, C., Penninga, S., & Rowson, B. (2017). Modern hotel operations management (1st ed.). Routledge. https://doi.org/10.4324/978100302232 Taylor, B. & Smith, S.(2023). Hotel housekeeping: operations and management. Kruger Brentt Publisher UK. ISBN:9781787150959  Li, X. (2025). Research on smart hotel operation management based on artificial intelligence. Higher Education Press Group. ISBN:9798993317533 Abranja, N., Elias, A., & Almeida, M. (2026). Gestao Hoteleira II -Sustentabilidade . Experiência e Tecnologia. Pactor Ges. ISBN: 9789896932152 Hayes, D. K., Ninemeier, J. D., & Hanson, B. (2025). Hotel Operations Management. Pearson. ISBN: 9780138310714  
  • MetodologiaMethodology
    In classroom work, and during the brainstorming phase, students are allowed to use generative artificial intelligence.
  • LínguaLanguage
    Português
  • TipoType
    Semestral
  • ECTS
    5
  • NaturezaNature
    Mandatory
  • EstágioInternship
    Não