This advanced hotel management course (Level 7) is delivered over a series of 19 modules, as outlined below:
Module 1 - Introduction to Hotel Management
The course begins by providing candidates with a detailed overview of the hospitality industry, examining both the characteristics of the hospitality trade and the scope of the sector as a whole. Potential career prospects in a hospitality setting are also discussed, alongside an introduction to the major departments within the hotel and more.
Module 2 - Principles of Hotel Front Office Operations
A focused examination of primary front office operations follows in the second module, in which candidates consider the everyday responsibilities of front desk personnel. Key front office functions such as taking reservations, producing occupancy reports and accurate accountancy are discussed, alongside the concept of yield management.
Module 3 - Housekeeping, Engineering & Security Operations
Learners then consider the individual and combined responsibilities of several further hotel departments, including housekeeping, engineering and security. The importance of strategic planning across all departments is discussed, along with the potential benefits of in-house security versus third-party contractor provision.
Module 4 - Hotel Food and Beverage Management
Bar and restaurant operations in a hotel setting are discussed in Module Four, in which candidates consider the importance of adequate food and beverage provision. Course content covers the creation of appropriate menus, how to conduct market research to assess customer needs and the primary responsibilities of F&B personnel.
Module 5 - Recruitment and Selection: Policy and Procedures
The criticality of strategic recruitment and selection policies is discussed in the fifth module, in which learners are guided through the process of finding, attracting and selecting the right candidates for the job. Key topics covered include selection interviews, new employee induction programmes, the importance of forward planning and more.
Module 6 - Training and Development Procedures
Training and development as an ongoing priority in a hospitality setting is discussed in the sixth module, which familiarises candidates with the limitless benefits of continuous training and development. The identification of training needs and the main steps in the training process are also discussed.
Module 7 - Human Resources Management
An examination of major HR management concepts in a hospitality setting follows in Module Seven. The functions of key HR personnel are detailed and discussed, along with the role HRM plays in overall business performance and how substandard HR management can compromise workforce output/efficiency.
Module 8 - Dealing with Difficult People
The inevitability of encountering difficult people when working in a hospitality setting is discussed in the eighth module. Candidates consider the importance of proactively turning negative encounters into positive outcomes, alongside essential tips and guidelines for calmly, rationally and professionally handling challenging individuals.
Module 9 - Anger Management
An overview of several anger management fundamentals follows in Module Nine, which also provides guide learners through the functions and scope of the ‘assertiveness formula’. Questioning skills and creative thinking as key anger management strategies are discussed, along with the concept of force field analysis and more.
Module 10 - Stress Management
Learners then consider the potential impact of stress in a high-pressure environment, along with a series of tips and guidelines for improved stress management. Candidates learn how to better understand and cope with the stress and pressure that accompany careers in fast-paced hospitality settings.
Module 11 - Crisis Management
The importance of reacting promptly and appropriately to all types of crisis situations is discussed in Module 11, in which candidates learn how to prepare and implement an effective crisis management plan. Guidelines for proactively minimising damage in a crisis situation are discussed, along with how customer confidence can be restored in the wake of a crisis.
Module 12 - Managing Time
Time management as a contributor to improved personal performance is discussed in Module 12, in which candidates learn how to make better use of their time and put an end to procrastination. The importance of strategic prioritisation is also discussed, along with the benefits of setting personal and professional goals using the ‘SPIRIT’ model.
Module 13 - Transport Management
A broader exploration of transport management concepts in the hospitality industry follows in Module 13, in which candidates consider the potential advantages and disadvantages of different forms of travel. Changes in transportation and how they continue to impact the hospitality industry are also discussed.
Module 14 - Importance of Customer Feedback
Candidates then consider how customer feedback is the single most important contributor to the success and prosperity of all hospitality businesses. Several potential methods for encouraging and collecting feedback are discussed, along with how to accurately measure customer loyalty and the potential benefits of negative feedback & complaints.
Module 15 – The Importance of Effective Communication
In Module 15, course content covers the essentiality of effective communication in everyday hotel and hospitality operations. The development and implementation of a communication strategy is discussed, along with how substandard or inconsistent communication lies at the heart of most issues in a hotel or hospitality setting.
Module 16 - Quality Management
Quality control from the perspective of a hospitality business follows in Module 16, in which candidates are introduced to the “Five Dimensions of Service” and their relevance. The statutory obligations of hospitality retail businesses are also discussed, along with standardised inspections, quality assurance, grading bands and more.
Module 17 - Marketing and Advertising
The creation of a viable hotel marketing and advertising strategy is then discussed, in which candidates consider the cornerstones of the effective marketing plan. The hotel as a retail product is considered, along with a broader examination of the hotel market, the difference between primary and secondary levels of demand and more.
Module 18 - Managing Interdepartmental Communications
The importance of effective communication is revisited in Module 18, which considers the reliance of all hotel departments on strong, clear and consistent communication. Tips and guidelines for improving interdepartmental communications are provided, alongside examples of common communication barriers to overcome.
Module 19 - Accounting in Hospitality
Concluding the course, Module 19 provides an overview of the most important accounting tasks and concepts in the hospitality trade. Course content covers profit and loss accounts, the different types of folios used in hotels, front desk accountancy and the potential consequences of inaccurate, incomplete or inefficient accountancy.