Hospitality and Hotel Management Course

This Hospitality and Hotel Management course is designed to provide participants with the management and customer service skills required to succeed in a hospitality management career. Developed by industry professionals, this course covers a range of topics such as hotels, resorts, cruise ships, private / corporate owned restaurants and special catering events

Introduction

• The Hotel Industry
• The Scope of the Industry
• The Firm in the Hotel and Catering Industry
• Hotel Management
• Planning
• Policy

Organization of the Hotel Workplace

• 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

Staff Management in Hotels

• Work Charts
• Communication and Coordination
• Staff Management
• Monitoring Workloads and Work Procedures
• Authority/Chain of Command
• Career Structure

Control Systems

• Sources and Storage of Information
• Creating and Maintaining Information
• Creating and Maintaining Control Systems
• Types of Control

Front Desk Management (Reception)

• The Functions of the Front Office
• Customer Service
• Dealing with Grievances & Complaints
• Understanding Communication
• Conversation Development
• Using the Telephone
• Client Interpersonal Skills
• Self Esteem & Reinforcement

Servicing Rooms and General Cleaning

• Service Equipment
• Choice of Fabrics
• Linen Room Organization

Building and Facility Management

• Periodic and Planned Preventative Maintenance
• Frequent Maintenance Problems,
• Safety, Furniture and Fittings
• Toilets and Locker Rooms

Activities Management

• Tour desk, gymnasium, events
• Recreation Facilities,
• Guest Information Services,
• Swimming Pools,

Food Service

• Types of Food Service (eg. Room Service, Bar, Restaurant, Coffee Shop etc)
• Kitchen Design & Equipment,
• Service Facilities,
• Food Service Management,

FOR WHOM:

All Hotels and Hospitality Management and Staff.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.