Southern Utah University

Course Syllabus

Southern Utah University
Southern Utah University
Spring Semester 2026

Front Office and Hotel Analytics (Face-to-Face)

HRHM 3400-01

Course: HRHM 3400-01
Credits: 3
Term: Spring Semester 2026
Department: MHRH
CRN: 10399

Course Description

This course includes the concepts and procedures of managing the front office and revenue management departments of a hotel.

Required Texts

Optional Texts: Managing Front Office Operations 10th ed., Kasavana & Brooks ISBN: 978-0-86612-550-5

Learning Outcomes

Course Goal

Students should be able to evaluate the effectiveness of basic procedures and systems in front office operations and in hotel industry analytics. Students should achieve a certification or equivalent from the (AHLEI) in Front Office operations and Hotel Industry Analytics, and proficiency in property management software.

Learning Outcomes
  • Explain the role of hotel performance data and industry reporting systems in supporting strategic decision-making within lodging operations.
  • Interpret and analyze hotel performance metrics (e.g., Occupancy, ADR, RevPAR) using property-level data, competitive set data, and industry benchmarks.
  • Apply hotel math fundamentals using internal property data, competitive set data, industry data, and international lodging performance data.
  • Analyze historical and forward-looking performance trends to support forecasting, budgeting, and operational planning decisions.
  • Explain the principles of revenue management and evaluate how pricing, demand patterns, and market conditions influence hotel financial performance.
  • Utilize STR benchmarking frameworks to assess hotel performance relative to competitive sets and market segments.
  • Explain how STR STAR Foundations data (daily, weekly, and monthly reports) are used to evaluate hotel performance and competitive positioning.
  • Interpret and apply STR reports, including Ad-Hoc, Trend, Pipeline, and HOST reports, to support performance evaluation and strategic planning.
  • Conduct applied analysis using industry reports to identify market opportunities, risks, and performance gaps.
  • Evaluate hotel industry affiliations and data providers, with emphasis on their role in standardizing performance measurement and reporting.
  • Identify geographic, market, and operational categorizations within the hotel industry and explain how these classifications influence benchmarking and analysis.
  • Demonstrate proficiency in industry-recognized analytical frameworks aligned with STR Certification and CHIA (Certified Hotel Industry Analyst) competencies.
  • Prepare for and successfully complete CHIA-aligned training exercises, demonstrating understanding of lodging performance analytics and benchmarking concepts.
  • Translate data insights into managerial implications, supporting evidence-based recommendations for hotel performance improvement.
  • Communicate analytical findings effectively through written reports, tables, and visualizations suitable for industry and executive audiences.

Course Requirements

Course Grading
ComponentPointsNotes
Attendance60(Sliding scale)
STR Quizzes32(8 quizzes each worth 4 points)
EI Quizzes120(12 quizzes each worth 10 points)
Exams108(CHIA mock exam and CHIA exam)
Final Project80
Total400
Grade Scale
Grade%
A94-100
A-90-93
B+86-89
B83-85
B-80-82
C+76-79
C73-75
C-70-72
D60-69
F≤ 59
Course Grading Segment Explanations

Attendance (60): Class attendance is encouraged. Attendance points are awarded according to the following scale (one point is awarded for enrolling in the class):

EI Quizzes (120): There will be 12 quizzes from the textbook worth 10 points each. The main purposes of the quizzes are to prepare students for the certification exam, and to help students stay current with course topics. Each quiz question is worth one point. Quizzes will be posted on Canvas with a specific timeframe. Students will not be able to take the quiz outside of the designated timeframe.

STR Quizzes (32): There will be eight quizzes worth four points each. The purpose of these quizzes is to assess if students are understanding the major concepts of hotel analytics, and to encourage students to stay current with the class Power Points in preparation for the CHIA exam.

Exams (108): There will be two exams. One mock CHIA exam worth 8 points. There will also be a hotel analytics exam (CHIA) worth 100 points. Students must score at least 70 percent on the CHIA exam to certified with CHIA certification.

Final Project (80): There will be a individual final project utilizing STR industry report to showcase the insight of a city.

Other requirements

Certification in Hotel Industry Analytics (CHIA)

Course Outline

Course Calendar

The instructor reserves the right to amend the calendar as appropriate during the semester.

DateTopic/ActivityAssignment Due
Week 1Course Introduction
Begin CHIA Module 1
STR Quiz #1
Week 2No class January 15, 2024, MLK
Module 1 Hotel Industry Foundations
STR Quiz #1, STR Quizzes #2 & 3
Week 3Module 2 Hotel Math FundamentalsSTR Quizzes #4 & 5
Week 4Module 3 Property Level BenchmarkingSTR Quiz #6
Week 5Module 4 Hotel Performance ReportsSTR Quizzes #7 & 8
Week 6Module 5Study day on Friday
Week 7No class February 19, 2024, Pres. Day
Module 5 continue
Week 8Spring BreakFebruary 26 to March 1, 2024
Week 9Introduction and Hotel OrganizationTake CHIA exam
Read Chapters 1, 2
Quizzes #1 & 2
Week 10Front Office Operations
Reservations
Read Chapters 3 & 4
Quizzes #1 & 2, Quiz #3,
Week 11Registration
Communication & Guest Services
Read Chapter 5; Quiz #5
Read Chapter 6; Quiz #6
Week 12Front Office Accounting
Front Office Check-Out & Settlement
Read Chapters 8 & 9
Quizzes #8 & 9
Week 13FO Audit, Planning & EvaluatingRead Chapters 11 & 12
Quizzes #11 & 12
Week 14Revenue ManagementRead Chapter 13; Quiz 13
Assignment
Week 15Front Office HRRead Chapter 14; Quiz 14
Week 16Final exam week

Instructor's policies on late assignments and/or makeup work

Quizzes will be posted on Canvas with a specific timeframe. Students will not be able to take the quiz outside of the designated timeframe.

Points will be deducted for late work.

Attendance Policy

Class attendance is encouraged. Attendance points are awarded according to the following scale (one point is awarded for enrolling in the class):

People do business with people they know and trust. Students are expected to practice traits they will need to gain the trust of their peers in the business world. These traits include respect, timeliness, courtesy, and integrity. In other words: arrive on time; depart on time; hand assignments in on time; do not interrupt class with talking, rustling papers, cell phones, etc.; be honest and fair in all of your dealings with other humans. Texting is not allowed. Personal computers are not allowed without permission from the instructor.

Course Fees

No additional course fees needed. 

Additional Course Information

Prerequisites

HRHM 2000

Credits

3

ADA Statement

Students with medical, psychological, learning, or other disabilities desiring academic adjustments, accommodations, or auxiliary aids will need to contact the Disability Resource Center, located in Room 206F of the Sharwan Smith Center or by phone at (435) 865-8042. The Disability Resource Center determines eligibility for and authorizes the provision of services.

If your instructor requires attendance, you may need to seek an ADA accommodation to request an exception to this attendance policy. Please contact the Disability Resource Center to determine what, if any, ADA accommodations are reasonable and appropriate.

Academic Credit

According to the federal definition of a Carnegie credit hour: A credit hour of work is the equivalent of approximately 60 minutes of class time or independent study work. A minimum of 45 hours of work by each student is required for each unit of credit. Credit is earned only when course requirements are met. One (1) credit hour is equivalent to 15 contact hours of lecture, discussion, testing, evaluation, or seminar, as well as 30 hours of student homework. An equivalent amount of work is expected for laboratory work, internships, practica, studio, and other academic work leading to the awarding of credit hours. Credit granted for individual courses, labs, or studio classes ranges from 0.5 to 15 credit hours per semester.

Academic Freedom

SUU is operated for the common good of the greater community it serves. The common good depends upon the free search for truth and its free exposition. Academic Freedom is the right of faculty to study, discuss, investigate, teach, and publish. Academic Freedom is essential to these purposes and applies to both teaching and research.

Academic Freedom in the realm of teaching is fundamental for the protection of the rights of the faculty member and of you, the student, with respect to the free pursuit of learning and discovery. Faculty members possess the right to full freedom in the classroom in discussing their subjects. They may present any controversial material relevant to their courses and their intended learning outcomes, but they shall take care not to introduce into their teaching controversial materials which have no relation to the subject being taught or the intended learning outcomes for the course.

As such, students enrolled in any course at SUU may encounter topics, perspectives, and ideas that are unfamiliar or controversial, with the educational intent of providing a meaningful learning environment that fosters your growth and development. These parameters related to Academic Freedom are included in SUU Policy 6.6.

Academic Misconduct

Scholastic honesty is expected of all students. Dishonesty will not be tolerated and will be prosecuted to the fullest extent (see SUU Policy 6.33). You are expected to have read and understood the current SUU student conduct code (SUU Policy 11.2) regarding student responsibilities and rights, the intellectual property policy (SUU Policy 5.52), information about procedures, and what constitutes acceptable behavior.

Please Note: The use of websites or services that sell essays is a violation of these policies; likewise, the use of websites or services that provide answers to assignments, quizzes, or tests is also a violation of these policies. Regarding the use of Generative Artificial Intelligence (AI), you should check with your individual course instructor.

Emergency Management Statement

In case of an emergency, the University's Emergency Notification System (ENS) will be activated. Students are encouraged to maintain updated contact information using the link on the homepage of the mySUU portal. In addition, students are encouraged to familiarize themselves with the Emergency Response Protocols posted in each classroom. Detailed information about the University's emergency management plan can be found at https://www.suu.edu/emergency.

HEOA Compliance Statement

For a full set of Higher Education Opportunity Act (HEOA) compliance statements, please visit https://www.suu.edu/heoa. The sharing of copyrighted material through peer-to-peer (P2P) file sharing, except as provided under U.S. copyright law, is prohibited by law; additional information can be found at https://my.suu.edu/help/article/1096/heoa-compliance-plan.

You are also expected to comply with policies regarding intellectual property (SUU Policy 5.52) and copyright (SUU Policy 5.54).

Mandatory Reporting

University policy (SUU Policy 5.60) requires instructors to report disclosures received from students that indicate they have been subjected to sexual misconduct/harassment. The University defines sexual harassment consistent with Federal Regulations (34 C.F.R. Part 106, Subpart D) to include quid pro quo, hostile environment harassment, sexual assault, dating violence, domestic violence, and stalking. When students communicate this information to an instructor in-person, by email, or within writing assignments, the instructor will report that to the Title IX Coordinator to ensure students receive support from the Title IX Office. A reporting form is available at https://cm.maxient.com/reportingform.php?SouthernUtahUniv

Non-Discrimination Statement

SUU is committed to fostering an inclusive community of lifelong learners and believes our university's encompassing of different views, beliefs, and identities makes us stronger, more innovative, and better prepared for the global society.

SUU does not discriminate on the basis of race, religion, color, national origin, citizenship, sex (including sex discrimination and sexual harassment), sexual orientation, gender identity, age, ancestry, disability status, pregnancy, pregnancy-related conditions, genetic information, military status, veteran status, or other bases protected by applicable law in employment, treatment, admission, access to educational programs and activities, or other University benefits or services.

SUU strives to cultivate a campus environment that encourages freedom of expression from diverse viewpoints. We encourage all to dialogue within a spirit of respect, civility, and decency.

For additional information on non-discrimination, please see SUU Policy 5.27 and/or visit https://www.suu.edu/nondiscrimination.

Pregnancy

Students who are or become pregnant during this course may receive reasonable modifications to facilitate continued access and participation in the course. Pregnancy and related conditions are broadly defined to include pregnancy, childbirth, termination of pregnancy, lactation, related medical conditions, and recovery. To obtain reasonable modifications, please make a request to title9@suu.edu. To learn more visit: https://www.suu.edu/titleix/pregnancy.html.

Disclaimer Statement

Information contained in this syllabus, other than the grading, late assignments, makeup work, and attendance policies, may be subject to change with advance notice, as deemed appropriate by the instructor.