School of Hospitality

ROBINSON COLLEGE OF BUSINESS

Hospitality Quality Management

HADM 3800 Syllabus Spring 2019
Professor: Soon-Ho Kim CRN:11776 Section 003
Location: No First class in this semester
Office Location: J. Mack Robinson College of Business, Suite 318
Office Hours: Mondays and Wednesdays, 1pm-3pm and By appointment
iCollege: Check it for all HADM 3800 materials and additional resources. Click on http:
https://gastate.view.usg.edu/d2l/home
Contact Information: E-mail skim@gsu.edu
Phone 404-413-7619
Note: In accordance with federal regulations (FERPA), all e-mail will be sent to the student’s GSU account.

Contact Recommendations: Email is the preferred way to contact me. During the week, expect a
response time within 24 hours. For emails sent over the weekend, expect a response on the following
Monday. This would also hold true for holidays. In case of emergency, you may contact me via cell
phone.

Help Support for Online Assignments/Assessments: Students having problems with iCollege can
contact Support Services at 404-413-4357. Additional, students may refer to the “student” menu on GSU
website to access the same information. http://technology.gsu.edu/help-center/.

Course Description: An examination of the issues and strategies of service, where service is defined as,
“a useful activity that does not produce a tangible product” but produces results for customers and in
some cases, actually changes customers. The concept of service and the linkages to the functional areas
of marketing, operations, and human resources of a hospitality business enterprise will be discussed. The
strategies for implementing and delivering effective customer service, including the “total quality
management’ approach to providing world-class customer service is addressed in a variety of hospitality
settings including hotels, restaurants and foodservice operations, convention/meeting facilities, venues,
and clubs.

Prerequisites: RCB prerequisites for all junior-level courses for any business/RCB major.

Credit Hours: Three

Text:

1. The Ownership Quotient. Authors: James L. Heskett, W. Earl Sasser, & Joe Wheeler.2008.
Harvard Business Press. (Required)
2. Power points will be provided on icollege for each chapter.
No power points for 4 case studies will be provided.
3. 4 Additional case studies will be required for the course purchasing from Harvard Business
Review.
 (1) The Carlson Company and Global Corporate Citizenship: The protection of children in
the Travel and Tourism industry (by Robyn Linde and H. Richard Eisenbeis, PUBLICATION
DATE: December 01, 2011 PRODUCT #: NA0131-PDF-ENG)

https://hbr.org/product/the-carlson-company-and-global-corporate-citizenship-the-protection-of-children-
in-the-travel-and-tourism-industry/NA0131-PDF-ENG

(2). The Ritz-Carlton Hotel Company – The Quest for Service Excellence

(Authors:Nelson M. Fraiman,, Linda V. Green, Aliza Heching, and Garrett van Ryzin)
PUBLICATION DATE: August 13, 2010 PRODUCT #: CU09-PDF-ENG
https://hbr.org/product/the-ritz-carlton-hotel-company-the-quest-for-service-excellence/CU09-PDF-ENG

(3). Oberoi Hotels: Train Whistle in the Tiger Reserve

(Ryan W. Buell, Ananth Raman, and Vidhya Muthuram)
Publication Date: January 09, 2015 Product #: 615043-PDF-ENG
https://hbr.org/product/oberoi-hotels-train-whistle-in-the-tiger-reserve/615043-PDF-ENG

(4). Starbucks Coffee Company: Transformation and Renewal

Nancy F. Koehn, Kelly McNamara, Nora N. Khan, and Elizabeth Legris
Publication Date: June 02, 2014 Product #: 314068-PDF-ENG
https://hbr.org/product/starbucks-coffee-company-transformation-and-renewal/314068-PDF-ENG

School Mission Statement

The Cecil B. Day School of Hospitality develops hospitality leaders in a global society.

The following Program Learning Outcomes (“PLO”) are for the hospitality undergraduate degree
program in carrying out the School’s mission statement:

1. Identify and explain management concepts, principles and processes in operational areas of
business and hospitality organizations.

2. Describe and demonstrate the fundamental principles of leadership and model the behavior of
effective managers.

3. Demonstrate effective communication skills.

4. Analyze and synthesize hospitality managerial and leadership skills through strategic critical
thinking and problem-solving.

Course Learning Outcomes

At the Conclusion of this Course, students will be able to:
1. Examine the nature of service and the basic differences between service and non-service
organization.
2. Evaluate the relationship between profit and growth to value, satisfaction and loyalty in
hospitality firm.
3. Recognize the issues facing hospitality businesses in their quest for quality.
Course Policies

1. Preparation and Participation: It is our teaching philosophy that the educational process works
best when both the instructor and the student share in and are committed to the learning process. All
students are expected to prepare for each learning topic and to openly share with their classmates.
Being prepared means that you read and understand in advance of class the assignments that are
being asked of you and set forth in this syllabus. Openly share means that as a team, we will learn
together. No single person will have all the answers and you have a responsibility to help other
students solve problems by sharing insights and questions. Your success in this course is dependent
on your personal motivation and dedication to your development. The instructor reserves the right to
give unannounced quizzes to verify if the assignments are being read in a timely fashion. In order to
communicate schedule and assignment changes, students are expected to check iCollege and your
GSU email account daily for updated information concerning the class.
2. Professionalism Expectations: Attached to this syllabus is a copy of the School of Hospitality’s
Professionalism Behavioral Standards and Expectations. It is the policy and expectation that all
students will comply with the professionalism standards set forth in the attached.
3. Margaret A. Staton Office of Disability Services: Georgia State University is committed to
fostering a positive attitude toward individuals with disabilities. As a result, hundreds of students
with disabilities have graduated from GSU with an excellent education. The Office of Disability
Services is located in Suite 230 of the Student Center. The phone number is 404-413-1560.
Students who wish to request accommodation for a disability may do so by registering with the
Office of Disability Services. Students may only be accommodated upon issuance by the Office of
Disability Services of a signed Accommodation Plan and are responsible for providing a copy of that
plan to instructors of all classes in which accommodations are sought.
4. Disruptive Student Conduct: Disruptive student behavior is student behavior in a classroom or
other learning environment (to include both on and off-campus locations), which disrupts the
educational process. Disruptive class behavior for this purpose is defined by the instructor. Such
behavior includes, but is not limited to, verbal or physical threats, repeated obscenities, unreasonable
interference with class discussion, making/receiving personal phone calls, text messages or pages
during class, excessive tardiness, leaving and entering class frequently in the absence of notice to
instructor of illness or other extenuating circumstances, and persisting in disruptive personal
conversations with other class members. For purposes of this policy, it may also be considered
disruptive behavior for a student to exhibit threatening, intimidating, or other inappropriate behavior
toward the instructor or classmates outside of class. For additional information please see the policy
set forth at http://deanofstudents.gsu.edu/files/2013/03/Disruptive-Student-Conduct-in-the-
Classroom-or-Other-Learning-Environment-April-2006.pdf.

5. Policy on Academic Dishonesty: All students at Georgia State University are expected to
demonstrate scholarly behavior, academic honesty and ethical behavior at all times. We believe it is
reasonable to assume that individuals who are unethical business students are more likely to become
unethical business practitioners. As a result, our school has an obligation to our business partners,
other students, faculty and staff to react quickly to address concerns of academic dishonesty. Any
and all forms of dishonorable or unethical conduct related to academic work, including without
limitation, plagiarism, cheating on examinations, unauthorized collaboration, falsification and
multiple submissions will result in immediate sanctions as determined solely by the instructor such
as:
A. Academic penalties, including without limitation:
 A grade of “F” for the course;
 A grade of zero for the assignment; and/or
 Lowering of the final letter grade for the course.

B. Disciplinary sanctions, including without limitation:

 Suspension;
 Expulsion; and/or
  Transcript annotations.

Lack of knowledge of this policy, cultural differences or receiving help from someone that you
didn’t know had plagiarized are not acceptable defenses to any charge of academic dishonesty.
You will be required to sign a form stating that you have read and agree to abide by the syllabus and
the University’s policies on Academic Dishonesty.

Please see the policy set forth below (and can be located at:
http://www2.gsu.edu/~wwwdos/wordFilesEtc/2011-
2012_Academic_Honesty_Policy_Only_Revised_January_19_2012.pdf) for examples and
definitions that clarify the standards by which such honesty and conduct are judged. The policy on
academic honesty is also detailed in Section 409 of the Undergraduate Catalog and can be found at:
http://www2.gsu.edu/~wwwdos/codeofconduct.html.

6. Assignments: All online assignments will be due as designated in icollege. Without prior
approval, the instructor will not accept assignments late or by electronic mail. Late assignments, if
accepted by the instructor, will be penalized. Besides content, analysis and quality, assignments will be
graded on writing skills: grammar, spelling and clarity. All writing assignments must be typed, pages
numbered and double-spaced. Late or missing assignments will receive a grade of zero.

7. Makeup Exams: Make-up exams will not be given except in the case of extreme emergency and
then only with the consent of the instructor. In such cases, the instructor should be contacted by the
student prior to exam time, not after.

8. Student Evaluation of Instructor: Your constructive assessment of this course plays an

indispensable role in shaping education at Georgia State University. Upon completion of this course,
please take the time to fill out the online course evaluation.

9. Waiver: If this course requires students to meet off campus during the semester, students must
sign and date the attached waiver form and return to the instructor the first week of classes.

Course Requirements and Grading

WEEKLY QUIZZES AND EXAM

The weekly quizzes and exam will consist of multiple choices, true/false, and/or short answer
questions. A make-up quiz or exam will be given only in extreme circumstances and only if the
instructor receives prior notice. Material from the assigned textbook chapters and online
materials are areas from which the questions for the exam can be selected. Individuals missing an
exam or quiz will receive a grade of zero. Weekly quizzes will be on the reading material from
the textbook chapter and case studies assigned for that class week.

Quizzes will be completed online in icollege and must be finished no later than 10:00pm on the
due date. Quizzes will be released on (Every Monday). There will be a time limit to take the
quiz once started, FIVE minutes for FIVE questions. Each question is worth two points for a
total of ten points for each quiz. Quizzes must be taken on a computer with high speed access
(e.g., DSL, cable, T-1, etc.). If students do not have high speed access available at their home or
other preferred location, s/he should take quizzes at GSU’s computer labs, where it is available.
Students will not be given any additional time or a make-up quiz, even if there is a delay in
taking each quiz question, a computer freeze, a disconnect, etc. while attempting the quiz.
Please call 404-413-7619 and if you reach the voice mail for Dr. Kim, leave your phone number
if you need assistance. STUDENTS ARE TO TAKE THE ONLINE QUIZZES AND EXAMS
WITH NO ASSISTANCE OR COLLABORATION (E.G.: YOU CAN NOT USE NOTES,
TEXTBOOK, MATERIALS ONLINE, WEBSITES, EMAILS, TEXT MESSAGES, ANY
PERSON, ETC.)

EXAM

The exam will consist of multiple choice and true/false questions, similar in format to the
quizzes. There will be NO questions from the quizzes on the exam, therefore don't study or
memorize any of the questions from the quizzes. Questions will come from the areas listed under
the Quizzes.

After you submit your exam you will know your score, but not the answers to specific
questions. In past semesters, the average time to complete the exam with 50 questions has been
32 minutes.

COURSE FORMAT:

The course is designed to chronologically follow the major subject areas of quality management in
business. Because the textbook, The Ownership Quotient by Heskett, Sasser and Wheeler, 2008 follows
these subject areas in the same order, the course will follow the textbook chapter order. In your study,
you should first carefully read the textbook chapter, taking notes and highlighting key points. You should
then study the power points provided for each chapter. Some case studies resources have more than one
set of power point slides. Power point slides help you understand and study chapter material as well as in
some cases provide additional information on the topic not found in the textbook.

The course is divided into two sections with an exam at the end of each section. Section one includes
chapters 1, 2, 3, 4, 5 and 6 and corresponding power points as noted above. The exam 1 will cover only
the material found in section one. Exam 1 scheduled for no later than March 10, 10:00 PM will
include 50 multiple choice questions. Section two includes chapters 7, 8, and 4 case studies as noted
above. The exam 2 will cover only the material found in section two. Exam 2 scheduled for no later
than May 05, 10:00 PM will include 50 multiple choice questions. The questions (exam 1 and 2) may
be taken from any of the material found in the chapters and the corresponding power points. There may
be multiple choice questions based on case studies that relate to the chapter and power point material.

If students have any special needs based on documented disabilities, you may discuss them via email with
the professor or contact the University’s Office of Disability Services.

Please email Dr. Kim with any questions that you have. I will respond to your question as quickly as
possible.
 Spring 2019 Course Schedule (subject to change)

Week Topic Chapter

Week 1 Industry & course introduction
Week 2 Introduction of the book 1
Week 3 Build Ownership into your Strategic Value Vision 2
Week 4 Leverage Value over Cost 3
Week 5 Put Customers to Work 4
Week 6 Boost Your Employee OQ 5
Week 7 Engineer Ownership Through Anticipatory Management 6
Week 8 Exam #1(March 04 – until March 10, 10:00 PM) Mid-term
Week 9 Build a Strong and Adaptive Ownership Culture 7
Spring break (March 18 – March 24)
Week 10 Sustain Your Success 8
Week 11 The Carlson Company and Global Corporate Citizenship: Case #1
the protection of children in the travel and tourism
industry
Week 12 The Ritz-Carlton Hotel Company Case #2
The Quest for Service Excellence
Week 13 Oberoi Hotels: Train Whistle in the Tiger Reserve Case #3
Week 14 Starbucks Coffee Company: Case #4
Transformation and Renewal
Week 15 Exam #2 (April 29- until May 05, 10:00 PM) Final

Grading

Individual assignments:
1. Summarize 5 articles on weekly basis : www.hotelnewsnow.com
2. Summarize 5 articles on weekly basis : www.travelmarketreport.com
All assignments will be submitted to Assignment in icollege every week by Sunday 10PM
Summary sample is uploaded in iCollege.

• Weekly 10 article summaries 120

• 12 weekly quizzes 120
• Mid-Term Exam 100
• Final Exam 100
• Total: 440 points
 Weekly 10 Articles Summary Format

Title of article:

Source of article: either hotelnewsnow.com or travelmarketreport.com

Published Date:

Summary: over 10 sentences of each article

Submitted by__________________

Submission date:

*12 font size with double space

 Professionalism Behavioral Standards and Expectations of
Robinson College of Business Students
Introductory Comments
Developing professionalism is one of the skills that the Robinson experience
emphasizes. The degree of professionalism that you develop in all of your
interactions in the GSU community will impact your ability to achieve your goals
both in Robinson and in your career. This is true whether you are in a for-profit
business, a nonprofit organization, government, or any other context where the
organization’s goals are tied to your goals.

In setting out the professionalism standards for Robinson College, an alignment

with the real world workplace is always in mind. These standards may be
significantly different from what your current habits are. That’s fine; that’s part of
why you are here. Developing new habits of professionalism in our everyday
interactions, both inside and outside of the classroom, is part of what will give you
the Robinson advantage.

These are by no means all aspects for the professionalism you will want to work on
developing here at GSU and Robinson, but the items mentioned below are all
critical elements on the list in both Robinson and the workplace. Your instructors
will have specific aspects of professional behavior that they may wish to add. For
each and every class, be sure to read the syllabus carefully for these details and
expectations. Participation and professionalism is part of your grade in most
Robinson classes.

Attendance
Always remember that classroom sessions and team meetings involve other people
who are committing their time to the group experience. Your contribution counts.
When you are not at a meeting on time and ready to go you steal time and value
from others. Foremost, please make sure that you understand and follow the
instructor’s policies regarding attendance, as these are what govern in the
classroom. This is no different than what you would do in any job setting. As a
general matter at GSU, you should show respect everyone in the classroom and
their time by following these simple rules.
1. Arrive on time to class and be ready for class to begin.
 2. If you do arrive late, enter quietly and do not interrupt the class. Take a seat closest to the door
at a break in activities. Never walk in front of the speaker.
3. Apologize to the group for your late arrival at a break or when class is over.
4. Do not disrupt the class by entering and exiting the class meeting while activities are in session.
If you will need to leave, inform the instructor ahead of time.
5. Do not bring visitors into the classroom or the team meetings except with the prior consent of the
instructor or your teammates.
6. If you arrive late, please wait until a break to turn in any assignments due at the start of class,
but note that the assignment is “late” and this is something that is not acceptable in the
workplace or at Robinson.
7. If you know that you are going to be late, let the instructor or your teammates know as far ahead
of time as possible. (But do NOT send a text to them while driving.)
8. If you miss the first day of class for any reason, contact the instructor. Explain the situation and
ask what needs to be done. Many organizing activates take place on the first day and you want to
be in the system when the next class session is held. If you know you are going to miss the first
class ahead of time, but sure to contact the instructor so you are kept on the roster.

Technology
We live in an e-world, and it is only going to become more so in the future. That
means that we have to consciously be masters of our technology, rather than the
other way around. You likely already have the habit of turning off you cell phone
in a theater or a restaurant—that’s a good example of how we master the human
interaction with technology. In the workplace, the classroom, team meetings, and
the like you need to develop more habits like those. Here are some of the
expectations about how you will manage your technology at Robinson.
1. Unless it is appropriate for the class activity, turn off all electronic devices when you enter the
classroom. Use technology only for appropriate purposes.
2. Your pad or laptop may be appropriate for taking notes but it is not appropriate for any other
activity.
3. If you need to have a device turned on due to pending personal or business emergencies then a)
tell the instructor or your teammates ahead of time, and b) only have it on vibrate or other silent
notification mode.

Behavior during Class

When you go to class or meet with a team, put yourself in a mental “meeting
mode”. This not only shows respect for the others in the activity who likely want
to get as much as they can out of the session, it enables you to be engaged in what
is happening. There is nothing worse in a meeting than being asked for your
opinion and not knowing where the conversation is or what is being talked about.
So focus for the interactions ahead by doing the following at the start of each
meeting, whether for a class, business, or your team. Here are the Robinson
expectations:

1. When the session begins, put away all other work and end your conversations.
2. Pay attention at all times (questions, liked fouled baseballs, can come at you fast, and they can
hit you hard).
3. Respect those around you; do not talk to others when your attention should be directed
elsewhere.
4. Don’t shout or interrupt. If you have a question or comment, raise your hand and let the
instructor work you into the flow of conversation professionally. Remember that listening is more
important than talking when you are thinking critically about an issue, so limit your off-the-cuff
and irrelevant comments and let others be heard—and really listen to them.
5. Wait until the class or meeting is ended before packing up your books and belongings. You really
want to get into this habit at Robinson to avoid the stare down from the boss when you mindlessly
do it in a business setting.
6. Most business meetings, like most Robinson classes, are held inside temperature controlled room.
Unless they are being worn for religious purposes, remove jackets and hats or sweatshirt hoods
or anything else you may have on your head. Remove your sunglasses and earbuds or other
listening devices, unless you require them to participate.
7. Meeting rooms and classrooms are not diners. Unless expressly permitted (e.g., the “working
lunch”) you should not be eating or chewing gum during class.
8. At RCB your class and team meeting space is your professional space. Respect it by not leaving
trash or paper behind when you leave.
9. Pay attention; no sleeping. Do not put your head on the desk—that’s just asking for trouble. The
best way to manage this bit of professionalism is to always mind your calendar a few days ahead.
Anticipate your team meetings and class sessions. Then plan and manage your time
professionally so you are both ready and rested. That way you will have meaningful
contributions to make and you will be alert enough to make them. Whether it’s your participation
evaluation in the classroom, team peer evaluation, or your performance review at work,
preparation and contribution are the keys to effectively scoring well on in these reviews. So make
some tough executive decisions about how you will manage your life, and always be rested for
your workday.
10. Be respectful of everyone at all times. How you behave around others is noticed, and in a
professional setting it can quickly impact your performance evaluations and promotions.
11. Please don’t leave a room or meeting while activities are ongoing, except in the event of an
emergency. If you anticipate having to leave the room, then tell the instructor in advance and
position yourself so as not to be disruptive when you do leave. If you are working with a small
group or team, make sure you properly excuse yourself when it is time to leave. This is the same
as at work.
12. When you are giving a presentation, whether individually or as a team, appropriate professional
dress is required. Yes, it is true that what is appropriate for a banker is different than for an ad
agency executive, but there are standards of professionalism that need to me minded if you are to
be taken seriously by the audience. Oral presentations are a very common form of business
communication. They place particular requirements on both the presenter and the audience. As
 an audience member you should always give respect to presenters, ask questions and provide
critiques professionally.

Work Product
Also referred to as “deliverables,” they have that title because you are expected to deliver. This is a very
firm rule in the workplace; others need your work to be done on time and in good shape. When your
deliverables are late others are impacted, sometimes severely. There is zero tolerance in the workplace
for late work, and when work is delivered late you will be held accountable.

1. All assignments must be turned in on time. Sorry this is mandatory in life if you want to do well;
get in the habit at Robinson and save a lot of grief on the job.
2. All assignments and projects must be proofread and spell-checked. Nothing tells the boss “I
don’t care” or “I think your assignment was stupid” more than a document with egregious
spelling and grammar errors. This is another must.
3. Do not plagiarize. Simply put, you can and often will be fired for stealing intellectual property or
representing another’s work or ideas as your own on the job. We take intellectual property rights
very seriously here at Robinson, too. Look carefully over all of the University and College
material on plagiarism and other aspects of intellectual property rights. If you have a question,
ask. This is one area where asking forgiveness in NOT better than asking permission.
4. Do not improperly copy, store, or disclosed privileged information. This is “Trust 101” and here
too a violation can get you fired in the real world. Whether it happens in the classroom or out
interacting with an employer in any context (e.g. field study, research for a project, internship,
etc.), you never reveal private or proprietary information to which you have access or gain
knowledge. Not even in casual conversations to friends.

Communication with Instructors, Deans, Staff Members and Other

Members of the GSU community
Find the appropriate time and place for an interaction with any of the above and then follow the Golden
Rule.

1. In your classes your instructor should set forth the procedure for communication. This will
include posted office hours (required at RCB for all instructors), instructions on how to make “by
appointment” office visits, and when, where and how to contact them via telephone, e-mail, text
message or other means.
2. Do not expect an immediate answer when emailing or texting an instructor. Instructors will
endeavor to return your communication within 24 hours. Like everyone else, however,
instructor’s e-mails can get buried or otherwise misdirected. After 24 hours a polite follow-up
would be appropriate.
3. Unless invited to do otherwise, all communications should be in a professional format. This
means more than just showing that you took the time to use proper grammar, spelling, etc. It
means addressing an instructor as Dr. or Prof. and unfamiliar colleagues as Mr. or Ms. In all
relationships it is much easier to step down from too much formality in your initial
communication than to step up to propriety after getting off on the wrong foot with a sloppy first
impression.