In this comprehensive online hotel management course, you will gain a solid understanding of the growing hospitality business—from historical context to the current trends. You will explore the key factors that shape the industry and its impact on the global economy before delving into the various aspects of hotel operations.
This hotel management training course will cover the responsibilities and skills required for various positions, including front desk management, guest relations, housekeeping, and revenue management. You will learn the different areas of hotel management, including staff leadership and management, learning effective strategies for motivating and managing a diverse team. Gain a firm grasp of business management principles, understanding key concepts such as budgeting, marketing, strategic planning, logistics, and record-keeping, all of which play a crucial role in the successful operation of a hotel.
You will also learn to navigate the process of planning and executing successful events and activities that meet the needs and expectations of guests. Along with food and beverage roles, you will master the intricacies of menu planning, food safety, and customer service in a hospitality setting.
By the end of this hotel management course, you will have a comprehensive understanding of the hospitality business, essential hotel management roles, and the integrated disciplines that provide you with a strong foundation for a successful career in hotel management.
Instructor(s):Thea Roberts
Thea Roberts is an instructor with a background in business administration. Previously, she was a finance officer and employment advisor. She also held a position in the Washington State Ombudsman Program. Roberts holds a Bachelor of Commerce and a Master of Arts.
Requirements:
Hardware Requirements:
- This course can be taken on either a PC or Mac.
Software Requirements:
- PC: Windows 8 or later.
- Mac: macOS 10.6 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
- Adobe Acrobat Reader.
- Software must be installed and fully operational before the course begins.
Other:
- Email capabilities and access to a personal email account.
Instructional Material Requirements:
The instructional materials required for this course are included in enrollment and will be available online.
These recommended reference materials are optional, but it''s recommended that you purchase the latest version of them to ensure your skill set is up-to-date:
- David K. HAYES and Jack D. NINEMEIER - Hotel Operations Management
- Leonardo INGHILLERI & Micah SOLOMON - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
- Micah SOLOMON - The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets
- Jokima HILLER - 7 EASY Ways to Show Your Employees YOU Care! A Booklet for Hotel Managers and Others
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Lesson 1
- Introduction: The Scope and Nature of Hotel Management
- The Hotel Industry
- The Scope of the Industry
- The Firm in the Hotel and Catering Industry
- Hotel Management
- Planning
- Policy
- Workplace & Hotel Organization
- Organization
- The Nature and Purpose of Organization
- The Mechanistic View of Organization
- The Human Relations View of Organization
- The Systems Approach to Organization
- Organization Structure
- The Informal Structure
- Hotel Organization
- Hotel Staff Management
- Work Charts
- Communication and Coordination
- Staff Management
- Monitoring Workloads and Work Procedures
- Authority/Chain of Command
- Career Structure
- Hospitality Control Systems
- Sources and Storage of Information
- Creating and Maintaining Information
- Creating and Maintaining Control Systems
- Types of Control
- Production Control
- Quality Control
- Sales Control
- Labor Utilization Control
- Materials Control
- Maintenance Control
- Financial Control
- Setting Standards and Corrective Action
- Work Study
- Organization and Methods
- Front Desk Operations (Reception)
- The Functions of the Front Office
- Customer Service
- Dealing with Grievances & Complaints
- Understanding Communication
- Conversation Development
- Using the Telephone
- Business Letters
- Promotions and Customer Relations
- Client Interpersonal Skills, Self Esteem & Reinforcement, etc.
- Servicing Rooms and General Cleaning
- Service Equipment
- Direct Purchase of Hire of Equipment
- Linen: Purchase or Hire, Choice of Fabrics, Structure and Properties of Fibers
- Linen Room Organization
- Building and Facility Maintenance
- Daily
- Periodic and Planned Preventative Maintenance
- Frequent Maintenance Problems
- Safety, Furniture
- Fittings
- Managing Maintenance
- Building Maintenance
- Toilets and Locker Rooms
- Activities Management
- Tour desk, gymnasium, events (e.g. Weddings, balls etc.)
- In house Services
- Recreation Facilities
- Guest Information Services
- Swimming Pools
- Spa & Sauna Facilities
- Activities Management
- Tourism
- Food & Beverage Service
- Types of Food Service (e.g. Room Service, Bar, Restaurant, Coffee Shop etc.)
- Kitchen Design & Equipment
- Service Facilities
- Food Service Management
- Food Purchasing
- Dealing with Complaints
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