Hotel Management 100 Hours Certificate Course

There 9 lessons:

1 Introduction: Scope and Nature of Hotel Management

• The Hotel Industry
• Classification and Rating Schemes: Examples of Star Ratings
• The Scope of the Industry: Accommodation, The Role of the Accommodation Manager, The Client
• Establishment Size
• Economy of Scale
• Growth
• Why Hotels May Wish to Expand
• Franchising
• Franchise Agreements
• Hotel Management: Semantics
• Planning
• Developing Objectives for a Hotel: Goals, Single Use Plans, A Hierarchy of Plans and Sub Plans, Standing Plans, Long or Short Term Planning
• Policy: Types of Policies, Determination and Sources

2 Organisation of the Hotel Workplace

• Organisation
• The Nature and Purpose of Organisation
• The Mechanistic View of Organisation
• The Human Relations View of Organisation
• The Systems Approach to Organisation
• Organisation Structure
• The Informal Structure: Advantages and Disadvantages
• Hotel Organisation: Organisation of the Housekeeping Department, Organisation of the Maintenance Department, Organisation of the Front Office
• The Provision of Accommodation
• Planning

3 Staff Management in Hotels

• Areas of Management
• Charts
• Line, direct, (line relationships)
• The Line and Staff Structure (Line and Staff Relationships)
• The Functional Pattern of Structure (Function or Specialist Relationships)
• The Project Organisation Structure
• Departmental Support
• Project Management
• Routine Management
• Long-Range Planning
• Communication and Coordination
• Staff Management: Definition and Development of the Personnel Function, The Objectives of Personnel Management, The Scope of Personnel Management
• Leadership
• Staff Motivation
• Authority
• Career Development: The Advantages of Career Development

4 Control Systems

• Control Systems: Sources and Storage of Information, Internal Sources and Storage
• Creating and Maintaining Information: What to Measure, Interpretation, Selectivity, Accountability and Controllability
• Creating and Maintaining Control Systems
• Types of Control: Budgeting, The Purpose of Budgeting, The Method of Budgeting, Budgetary Control, Standard Costing, Points to Consider on Budgeting
• Production Control
• Quality Control
• Sales Control
• Labour Utilisation Control
• Materials Control
• Maintenance Control
• Financial Control
• Setting Standards and Corrective Action: Setting Standards, Appraising Performance, Corrective Action
• Work Study
• Techniques of Work Study: Method Study, Work Measurement
• Organisation and Methods

5 Front Desk Management (Reception)

• Introduction
• Reservation Systems: Reservation Procedure, Cancellation Procedure, No Show Procedure
• Registration of Guests
• Safe Deposits
• The Control of Accounts
• Methods of Payments
• Customer Service: Customer Satisfaction, The Customers Point of View, Customer Goodwill
• Dealing With Grieviences and Complaints
• Communication: Verbal and non-verbal
• Types of Language: Informative Language, Persuasive Language, Imaginative Language, Connotation and Denotation, Literal and Figurative Language, Formal and Informal Language
• Communications Skills: Hearing verbal messages, Perceiving nonverbal messages, Responding, Creating Rapport, Questioning
• Questioning: Principles of Questioning, Types of Questions
• Communication Channels
• Communication Barriers
• Conversation Development
• Using the Telephone: Telephone Manner, Telephone Answering When You're Not There
• Speaking to Groups
• Basic Principles of Public Speaking
• Business Letters
• Letterheads
• Promotions and Customer Relations: Making Promotions Cost Effective, Timing of Promotions, Customer Relations, Staff Training
• Client Interpersonal Skills
• Body Language
• Classification of Non-Verbal Communication
• Self Esteem and Reinforcement

6 Servicing Rooms and General Cleaning

• Service Equipment
• Direct Purchase v Hire of Equipment
• Advantages of Hiring
• Disadvantages of Hiring
• Linen - Purchase or Hire?
• The Choice of Fabrics
• Basic Fibre Classification
• The Structure and Properties of Fibres
• Classification of Fibres: Natural Fibres, Man-made Fibres
• Flammability of Certain Fibres
• Linen Room Organisation: Layout, Linen Room Staff
• Environmental Considerations in Hotel Management
• Savings to be Made
• Workplace Health and Safety
• Compliance with Legislation
• Advertising Sustainability and Maintaining Good Reputation
• Good Relationships with Neighbours and Society in General

7 Building and Facility Maintenance

• Introduction
• Maintenance: Service Agreements, Maintenance Records
• Daily, Periodic and Planned Preventitive Maintenance
• Frequent Maintenance Problems: Dampness, Electrical Problems
• Safety
• Furniture: Seating, Tables, Dressing Tables and Chests of Drawers, Wardrobes, Beds, Mattresses
• Fittings
• Managing Maitenance
• Maintenance Checklists
• Equipment Cleaning Form
• Building Maitenanance
• Health and Safety: Steps, Floors, Seating, Dangerous Surfaces, Loose Objects, Spills
• Repairs: Broken Windows, Roofs, Walls
• Toilets and Locker Rooms: Components of a Toilet & Locker Room, Health & Safety, Routine Maintenance

8 Activities Management

• In House Services: Tour Desk, Guest Information Services, Leisure Facilities
• Routine Maintenance
• Repairs
• Managing Exercise Programs
• Fitness/Aerobics Class Design
• Managing Swimming, Spa and Sauna Facilities
• Routine Maintenance of Swimming Pools
• Routine Maintenance of Spas
• Routine Maintenance of Saunas & Steam Rooms
• Common Problems with Swimming Pools
• Pool Surrounds
• Activities: Nature and Scope of Activities, Suggested Children’s Play Program Activities, Ideas on Equipment Needed
• Planning for Recreation Activity Programs: People & Programming, Purpose for Programming, Flexibility, Evaluation, Shared Planning & Participation, Keep Up To Date, Program Planning Ideas
• Type of Program
• Hints for Leading Activities
• Tourism: Why Hotels Should Provide Tourism Services, Scope of Service, What Tourism Services Might a Hotel Provide

9 Food Service

• ​Scope of Food Service
• Types of Food Service
• Kitchen Design and Equipment
• Equipment Design
• The Criteria for Selecting Equipment
• Equipment Inventory: Reception, Storage, Storage Temperatures, Preparation
• Managing the Freezer
• Cooking: Central Range, Convection Ovens, Microwave Ovens
• Service Facilities
• Cleaning/Cleansing
• Waste Disposal
• Food Service Management: Menu and Production Planning, Division of Activities In Cook-Freeze Operation
• Management and Supervision
• Organising Food Service
• Methods of Kitchen Production: A La Carte Production, Table d'Hote Production, Call-Order Production
• Waiting: Holding a Service Spoon and Fork, Carrying Plates, Using a Service Salver, Using a Service Plate, Carrying Glasses, Carrying Trays, Using a Waiter's Friend, Interacting with Staff and Customers, Addressing Customers, During Service, Records
• The Menu: Types of Menus, Menu Composition
• Beverage Lists: Complimentary Drinks
• Non-Alcoholic Drinks: Teas, Herb Teas, Common Herb Teas
• Food Purchasing: Purchasing Methods, Contract Purchasing, Nominated Supplier Purchasing, Commissary Purchasing, Day to Day Purchasing, Cash and Carry Purchasing, Cooperative Buying Groups, Tendering
• Storing Vegetables: Long Term Storage, Freezing
• Vegetables You Can Freeze
• Food Preservation: Bottling, Pickles, Bottling Tomatoes, Chutneys, Sauces, Jellies, Testing The Fruit
• Drying
• Freezing
• Blanching
• Culinary Herbs: Herb Vinegars, Herb Oils, Herb Butters, Herb Salt, Herb Mustards
• Eggs: Test For Freshness, Storage of Eggs
• Dairy Products: Care of Milk, Grading of Milk, Pasteurisation