General Information The template

Professor Information

Instructor Profile Picture


Steven V. Moll


HM 352



(305) 919-4502

Office Hours

Monday/Tuesday/Wednesday: 10:00 -11:00 am and By Appointment

Turn Around Time

Within 24 hours

Course Description and Purpose

Lodging Operations Control is a course in lodging management, which focuses on developing analytical and operational skills necessary for exercising managerial control of a hotel facility. 

Course Objectives

Upon completing this course, students will be able to:

  1.  Become familiar with the nomenclature, measurements and metrics used by hotel industry professionals as tools for identifying ways to maximize hotel performance;
  2. Learn to use the key performance indicator reports and activity reports used by savvy management as a means of measuring the effectiveness of planning and control;
  3. Understand and evaluate specific planning, operating and control guidelines for the manager of a lodging facility;
  4. Apply various techniques used by management to analyze and control sales, costs and expenses of a lodging facility;
  5. Learn how lodging facilities function through responsibility center;
  6. Assemble a catalog of data, forms, and techniques for future use as a professional in the hospitality industry;
  7. Be familiar with statistical resources available to the hotel operator for the purposes of benchmarking and maximizing performance levels; Show proficiency in working with basic elements of statistical analysis of hotel operations;
  8. Calculate daily hotel operating statistics and be able to compile other key measurements of performance which allow benchmarking with other  hotel properties
  9. Show awareness of and have in-depth knowledge of the current issues confronting hoteliers
  10. Understand the scope of and delineate the responsibilities of hotel managers
  11. Exhibit a fundamental working knowledge of internal control functions including cash, accounts receivable, accounts payable, purchasing & receiving, inventories and payroll
  12. Be familiar with, comprehend the importance of, and be able to apply the basics of the Uniform Systems of Accounts for the Lodging Industry
  13. Understand the basic tenants of operation in the human resource, controller, front office, housekeeping, food & beverage, safety & security, sales & marketing, and property operation & maintenance departments of a full-service hotel.

Important Information


Please review the FIU's Policies webpage. The policies webpage contains essential information regarding guidelines relevant to all courses at FIU, as well as additional information about acceptable netiquette for online courses. For additional information, please visit FIU's Policy and Procedure Library.

As a member of the FIU community you are expected to be knowledgeable about the behavioral expectations set forth in the FIU Student Conduct and Honor Code.

Technical Requirements and Skills

One of the greatest barriers to taking an online course is a lack of basic computer literacy. By computer literacy, we mean being able to manage and organize computer files efficiently and learning to use your computer's operating system and software quickly and easily. Keep in mind that this is not a computer literacy course, but students enrolled in online courses are expected to have moderate proficiency using a computer. Please go to the What's Required webpage to find out more information on this subject.

Privacy Policy Statements for Partners and Vendors

Please visit our Technical Requirements webpage for additional information.

Accessibility and Accommodation

The Disability Resource Center collaborates with students, faculty, staff, and community members to create diverse learning environments that are usable, equitable, inclusive, and sustainable. The DRC provides FIU students with disabilities the necessary support to successfully complete their education and participate in activities available to all students. If you have a diagnosed disability and plan to utilize academic accommodations, please contact the Center at 305-348-3532 or visit them at the Graham Center GC 190.

For additional assistance please contact FIU's Disability Resource Center.

Web Accessibility Statements for Partners and Vendors 

Please visit our ADA Compliance webpage for additional information about accessibility involving the tools used in this course.

Academic Misconduct Statement

Florida International University is a community dedicated to generating and imparting knowledge through excellent teaching and research, the rigorous and respectful exchange of ideas, and community service. All students should respect the right of others to have an equitable opportunity to learn and honestly demonstrate the quality of their learning. Therefore, all students are expected to adhere to a standard of academic conduct, which demonstrates respect for themselves, their fellow students, and the educational mission of the University. All students are deemed by the University to understand that if they are found responsible for academic misconduct, they will be subject to the Academic Misconduct procedures and sanctions, as outlined in the Student Conduct and Honor Code. Academic Misconduct includes:


  • The unauthorized use of any materials, information, study aids or assistance from another person on any academic assignment or exercise, unless explicitly authorized by the course Instructor; 
  • Assisting another student in the unauthorized use of any materials, information, study aids, unless explicitly authorized by the Instructor; and 
  • Having a substitute complete any academic assignment or completing an academic assignment for someone else, either paid or unpaid; and


  • The deliberate use and appropriation of another are work without any indication of the source and the representation of such work as the Student's own.
  • Assisting another student in the deliberate use and appropriation of another’s work without any indication of the source and the representation of such work as the student’s own. 

Learn more about the academic integrity policies and procedures as well as student resources that can help you prepare for a successful semester.

Panthers Care & Counseling and Psychological Services (CAPS)

If you are looking for help for yourself or a fellow classmate, Panthers Care encourages you to express any concerns you may come across as it relates to any personal behavior concerns or worries you have, for the classmate’s well-being or yours; you are encouraged to share your concerns with FIU’s Panthers Care website.

Counseling and Psychological Services (CAPS) offers free and confidential help for anxiety, depression, stress, and other concerns that life brings. Professional counselors are available for same-day appointments. Don’t wait to call (305) 348-2277 to set up a time to talk or visit the online self-help portal.

Inclusivity Statement

This course will serve to embrace the diversity and inclusivity found within Florida International University. We appreciate and respect diversity, equality, equity, cooperativeness, community, and sustainability within our online courses. We are committed to the ongoing education of our students and their participation within the course regardless of gender, ethnicity, age, sexual orientation, geographical location, religion, and disability. We strive in encouraging collaboration by preparing our students to value the differences in others. At the core of our intentions is the encouragement of acceptance and appreciation of differences within our student population and community.

Copyright Statement

The following conduct is prohibited by the Student Conduct and Honor Code. Lack of familiarity with University policy is not a defense to a violation of this Code. Unless specifically noted, the intent is not a required element to establish a policy violation. The following conduct violation or any attempt to violate the Code will be used in charging all Students or Student Organizations;

Section 5 | Conduct Violations - g. Computer Misuse

  • vii. Unauthorized distribution or downloading of copyrighted materials, including but not limited to, unauthorized peer-to-peer file sharing. This is a violation whether the user is using their own personal computer or the University’s information technology system for unauthorized distributions.

Copyright Statement: The materials and content in this online course are provided solely for student use during the course. Course materials may not be shared outside of the course or with any third party without the explicit permission of the instructor or content publisher. Visit FIU Library’s Copyright Lib Guide to learn more about copyright law and restrictions.

Additional Resources:

Course Prerequisites

There are no prerequisites for this course.

Textbook and Course Materials

Hotel Operations Management
title : 
Hotel Operations Management
authors : 
David K. Hayes, Jack D. Ninemeier, Allisha A. Miller
publisher : 
Prentice Hall, Dec-2015
publish date : 
isbn 10 : 
isbn 13 : 
notes : 
additional notes : 
Additional Notes
Prepare future hotel general managers to efficiently supervise and run a midsize full-service hotel. Hotel Operations Management provides an up-to-date and comprehensive examination of all aspects of hotel administration from the viewpoint of the hotel general manager. Detailed information addresses the operating departments of a full-service hotel: Human Resources; Controller; The Front Office; Housekeeping; Food and Beverage; Safety and Property Security; Sales and Marketing; Accounting; and Facility Engineering and Maintenance. In-depth discussions highlight the importance of human resources in the labor-intensive hotel industry, franchising and contract management of properties in an ever-decreasing "Mom and Pop" segment, and hotel management in a global environment. Updated throughout to ensure that readers have the latest information, the Third Edition also includes new case studies, an entirely new chapter on guest services, and new end-of-chapter questions. This accurate book will give prospective hotel managers insight into all of the procedures effective managers use to ensure their hotel¿'s--and their own--success.

Expectations of This Course

This is a hybrid course, which means some of the course work will be conducted online.  Expectations for performance in a hybrid course are the same for a traditional course.  In fact, hybrid courses require a degree of self-motivation, self-discipline, and technology skills which can make these courses more demanding for some students.

Students are expected to:

  • review the getting started page located in the course modules;
  • introduce yourself to the class during the first week;
  • ensure that your computer is compatible with the learning management system, Canvas;
  • interact with your instructor and peers;
  • review and follow the course calendar and weekly outlines;
  • log in to the course at least once a week;
  • respond to emails within 1 day;
  • submit assignments by the corresponding deadlines.

The instructor will:

  • log in to the course daily;
  • respond to emails within 24 hours
  • grade quizzes immediately and the project within 14 days of the assignment deadline.

Course Detail

Course Communication

Communication in this course will take place via the Canvas Inbox. Check out the Canvas Conversations Tutorial or Canvas Guide to learn how to communicate with your instructor and peers using Announcements, Discussions, and the Inbox. I will respond to all correspondences within 24 hours. Professor Moll's email is


In order to mitigate any issues with your computer and online assessments, it is very important that you take the "Practice Quiz" from each computer you will be using to take your graded exams. It is your responsibility to make sure your computer meets the minimum hardware requirements.

All assessments will auto-submit when (1) the timer runs out OR (2) the closing date/time is reached, whichever happens first. For example, if a quiz has a closing time of 5:00 pm but the student begins the exam at 4:55 pm, the student will only have 5 minutes to complete the quiz.

  • There is a mid-term and final exam.  Each exam is due before midnight on the assigned exam date. 
  • You are given 3 hours to complete the exam.  Each exam contains 100 questions based upon the materials covered for that exam.  Results are posted upon completion of the quiz.
  • There is a research project associated with this course.  

Assessments in this course are not compatible with mobile devices and should not be taken through a mobile phone or a tablet. If you need further assistance please contact FIU Canvas Help Team.

Research Project

The purpose of this paper is to enable students to perform writing and research at the collegiate level.  The paper should examine selected topics relating to hotel operations.  The paper should conclude with an insightful discussion of how the student will use what they have researched in their hospitality careers.  The research paper is due by 11:59 pm on Sunday,  October 30, 2022.  Late papers are not accepted.  This project represents 30% of your total grade. 

This is to be a research report. You must draw heavily on resources outside of your personal experiences and framework of the courses taken in your educational background.  As a future hospitality manager, it is important that you are familiar with the published resources available.   The length and depth is only limited by your time, effort and ambition.  You will find more than enough resources to perform your research.  The following guide is designed to assist you in writing your paper:

1.         You will choose a topic related to hotel operations. Once you have chosen your topic, plan on spending time familiarizing yourself with materials dealing with it.  Contact Professor Moll to get approval of the topic.

2.        Make an outline of the paper. This outline will become the Table of Contents of your written report.  The Table of Contents must include page numbers.

3.        Select a minimum of 10 publications/articles as references in writing the report. You may not use your class textbook as resource material. To the extent possible, please make use of refereed research journals – a minimum of ONE such journal MUST BE USED as a source. All resources will be included on the Reference page; a separate page to be included at the end of your written report.

4.        Prepare the written report.  There must be a title page which contains the title of the paper, your name and student identification number.  You must include an Introduction page which introduces your topic and briefly describes why you chose it; and, a Summary which follow the requirements indicated on the Research Paper Rubric.  The paper must be narrative; do not use lengthy quotations or numerous bullet points in the body of the paper.

5.        The body of the report must discuss your topic applied to the hospitality industry in a logical, cogent manner. This section must be your work supported by citations from published sources.

6.The body of the paper is to be a minimum of 10 pages not including title page, table of contents, lengthy quotes, tables, or case examples. The report must be typed, doubled spaced with one inch margins, top, bottom, left and right. Use only 12-point type with either “Times New Roman”, “Calibri” or “Century Gothic” font; other styles will not be accepted. It is critical that the paper conform to the length requirements or your grade will be impacted.  See the Research Paper Rubric for specifics.

7.        Pages must be numberedthe Introduction is page 1.  The introduction is preceded by the Table of Contents (see guideline 2 above). Reports should include a Title Page with title of report, your name, and the date. Following the title page you should place your Table of Contents and then the Introduction.

8.        This is a research paper, so citations are a necessity.  Please use APA® style format for the research report.  Unless the work is your own, failure to credit the source is plagiarism. If you plagiarize a work you will receive a failing (F) grade for the paper. If in doubt, ask Professor Moll.  The Writing Center located on the second floor of the Hubert Library at the Biscayne Bay Campus is a resource available to you.® on the class’ Canvas® website and will be used to check for plagiarism. Papers with more than a 20% use of cited material, or papers using material not cited, will be penalized. Any paper rated over 30% non-student writing by® will have the final grade for the paper reduced by a full letter grade for each 10%.

9.        A proper bibliographical citation must include author, name of book or journal, title of article, volume and issue number, page numbers of article, publisher, and year of publication. It should be in alphabetical order.

10.        Please proof-read your paper for typographical and spelling errors as this severely detracts from the final grade of your paper. It is strongly suggested that you use the spelling and grammar tools in Word® to ensure that your paper is correct. Remember that sometimes the tools don’t pick up words that are spelled correctly but are inappropriately used.

12.        You are required to submit your paper online to® on the class’ Canvas® website. Specific instructions for submission will be provided to you in class. Please carefully review the Research Paper Rubric for specific evaluation criteria.

13.         Grading criteria will be indicated on a rubric to be provided to you and discussed in class early in the semester.   The rubric is located on the course’s Canvas® home page.


[Insert notes about grading here]

Course RequirementsNumber of ItemsPoints for EachWeight


Research Project110030%

Grading Schema

Name From To
< 95%
< 90%
< 87%
< 83%
< 80%
< 77%
< 70%
< 60%

Course Calendar


Module Resources
Module Assignments

Weekly Schedule

August 22, 2022Introduction/Class overview
Chapter 1 - Overview of the Hotel Industry
Chapter 2 - The guest Service Imperative
Read Chapters 1, 2 and 3 on the Industry Overview, Guest Service Imperative and the Hotel General Manager  
August 29, 2022Chapter 3 - The Hotel General ManagerRead Chapter 4 on General Managers as Leaders
September 12, 2022Chapter 4 - General Managers as LeadersRead Chapter 5 on Human Resources
September 19, 2022Chapter 5 - Human ResourcesRead Chapter 6 on Hotel Accounting
September 26, 2022Chapter 6 - Hotel AccountingRead Chapter 7 on Revenue Management
October 3, 2022Mid-Term ExaminationYou will have all day Monday, October 3, 2022 to complete the 100-question mid-term examination.  You will have 3 continuous hours to complete the exam.   
October 10, 2022
Chapter 7 - Revenue Management
Read Chapter 8 on Sales and Marketing
October 17, 2022Chapter 8 - Sales and Marketing
Read Chapter 9 on The Front Office

October 24, 2022Chapter 9 - The Front Office
Read Chapter 10 on Housekeeping
Research Project due by midnight, Sunday, October 30, 2022
October 31, 2022Chapter 10 - Housekeeping
Read Chapter 11 on Food and Beverage
November 7, 2022Chapter 11 - Food and Beverage
Read Chapter 12 on Property Operation and Maintenance
November 14, 2022Chapter 12 - Property Operation and Maintenance
Read Chapter 13 on Personal Safety and Property Security
November 21, 2022Chapter 13 - Personal Safety and Property Security
Read Chapter 15 on Managing in the Global Hospitality Industry
November 28, 2022Chapter 15 - Managing in the Global Hospitality Industry

December 5, 2022
Final Examination
The Final Exam is available all-day Monday, December 5, 2022.  There are 100 questions.  You will have 3 continuous hours to complete the exam.