Hotel Management

Module 1 - Introduction to Hotel Management

This module covers the following Key topics:

• What is Hospitality?
• Characteristics of the Hospitality Industry
• Scope of the Hospitality Industry
• Career Prospects in Hospitality Industry
• Hotel Departments
• Functions of Major Hotel Departments
• Plus more

Module 2 - Principles of Hotel Front Office Operations

This module covers the following Key topics:

• Managing Front Office Operations
• Front Office Functions
• Front-of-the-House Operations
• Basic Concepts of Yield Management
• Generating Reservation Reports
• Managing Reservations
• Front Office Accounting
• The Electronic Front Office (EFO)
• Plus more

Module 3 - Housekeeping, Engineering & Security Operations

This module covers the following Key topics:

• Housekeeping
• Organisation of Housekeeping Department
• Organization of a Security Department
• In-House Security Departments Versus Contracted
• Plus more

Module 4 - Hotel Food and Beverage Management

This module covers the following Key topics:

• Managing Food and Beverage Operations
• Food and Beverage Operations
• Assessment of Market and Consumer Needs
• Comparison of Different Types of Menus
• Selecting a Computer System
• Plus more

Module 5 - Recruitment and Selection : Policy and Procedures

This module covers the following Key topics:

• Recruitment and Selection
• Flexible Employees
• The Importance of Planning Ahead
• Describing the Ideal Recruit
• Attracting Candidates
• Selection Interviews
• New Employee Induction Programmes
• Plus more

Module 6 - Training and Development Procedures

This module covers the following Key topics:

• Training and Development
• The Benefits of Training
• Identifying Training Needs
• Preparing Step-by-Step Procedures
• Steps in the Training Process
• Methods of Presentation
• Administering a Training Programme
• Plus more

Module 7 - Human Resources Management

This unit covers the following key topics:

• Roles and Functions
• Selection
• Placement
• Time Office and Establishment Functions
• Establishment Functions
• Plus More

Module 8 - Dealing with Difficult Peoples

This module covers the following topics:

• Understanding Conflicts and Its Types
• Different Stages of Conflict
• The Role of Communication in Conflict Resolution
• Conflict Management

Module 9 - Anger Management

This module covers the following Key topics:

• The Assertiveness Formula
• Questioning Skills
• Basic Problem Solving Tools
• Creative Thinking Methods
• Force Field Analysis
• Other Ways of Managing Anger

Module 10- Stress Management

This module covers the following topics:

• Understanding Stress
• Strategies to Manage stress
• Plus More

Module 11 - Crisis Management

This module covers the following topics:

• Following a Crisis: Restoring Tourist Confidence
• Prepare A Crisis Management Plan
• Reviewing Security Systems
• Minimising Damage in a Crisis
• Plus more

Module 12 - Managing Time

This module covers the following topics:

• Prioritising your Time
• Changing Our Perspective
• Setting Goals with SPIRIT
• Putting an End to Procrastination
• Managing Your Workload
• Plus more

Module 13- Transport Management

This module covers the following topics:

• Changes in Transportation
• Transport Principles
• Comparing Different Forms of Land Travel
• Issues In Transport Management
• Transport and Environment
• Plus more

Module 14- Importance of Customer's Feedback

This module covers the following topics:

• Barriers to Listening
• The Monitoring of Complaints and Compliments
• Self-Completion Questionnaires
• Measuring Customer Loyalty
• Plus more

Module 15 - Importance of Effective Communication

This module covers the following topics:

• Developing a Communication Strategy
• Communicating Service to External Customers
• Training Material

Module 16 - Quality Management

This module covers the following topics:

• Hospitality Retail Service Quality
• The Five Dimensions of Service
• Inspections and Quality Assurance
• Statutory Obligations
• Grading bands and conditions

Module 17 - Marketing and Advertising

This module covers the following topics:

• The Hotel Market
• Primary and Secondary Levels of Demand
• The Hotel Product

Module 18 - Managing Interdepartmental Communications

This module covers the following topics:

• Marketing and Sales Department
• Housekeeping Department
• Food and Beverage Department
• Banquet Department
• Controller

Module 19 - Accounting in Hospitality

This module covers the following topics:

• What is an Account?
• Types Of Accounts At The Front Desk
• Basic Principles of Accounting:
• Types Of Folios Used In Hotels
• Profit And Loss Accounts