This advanced Level 6 Professional Diploma in Hospitality takes place over a series of 15 in-depth modules, as outlined below:
Module 1 - Introduction to Hotel Management
Candidates are familiarised with the fundamentals of the hospitality industry in the first module, which examines the purpose, characteristics and scope of the sector. An overview of the various major departments in a hotel setting are also discussed, alongside career prospects for qualified, capable and committed candidates.
Module 2 - Managing Front Office Operations
The importance of effective and efficient front desk management is discussed in the second module, which also provides an overview of key front office operations. Examples of which include making and managing reservations, generating and using occupancy reports, handling front office accountancy tasks and more.
Module 3 - Housekeeping, Engineering & Security Operations
Course content then shifts focus to several other key hotel departments, incorporating an overview of housekeeping, security and engineering responsibilities. Guidelines for effective departmental organization are provided, along with how covering tasks like security in-house can be advantageous over outsourcing.
Module 4 - Managing Food and Beverage Operations
Restaurant and bar operations in a hotel setting are discussed in detail in the fourth module, highlighting the importance of effective and efficient F&B management. Course content covers market research and the establishment of consumer needs, how to create appropriate menus for specific target audiences and the benefits of computerised F&B management systems.
Module 5 - Recruitment and Selection
Learners then consider how strategic recruitment and selection can make or break any hospitality business. The process of finding, attracting and securing quality candidates for every available role is broken down and discussed, alongside tips and guidelines for performing selection interviews and how to conduct induction programmes for new employees.
Module 6 - Training and Development
In the sixth module, the importance of providing ongoing training and development opportunities for all members of the workforce is discussed. Course content covers the identification of training needs, the business-wide benefits of proactive workforce training, tips for more effective training programme administration and a breakdown of the steps in the training process.
Module 7 - Human Resources Management
An overview of key HR management concepts in a hospitality setting follows in Module Seven, outlining the primary roles and functions of HRM personnel. The contribution quality HR management makes to the establishment and maintenance of a motivated and high-performing workforce is discussed.
Module 8 - Dealing with Difficult People
The inevitability of encountering difficult people and challenging situations on a regular basis in hospitality is discussed in the eighth module. The benefits of defusing difficult situations in an appropriate professional manner are discussed, along with how communication holds the key to successful conflict resolution.
Module 9 - Transport Management
A broader look at transport management from a hospitality perspective follows in Module Nine, highlighting how changes in transportation and evolving transport principles are impacting the industry. The environmental implications of different forms of travel are also discussed.
Module 10 – The Importance of Customer Feedback
The process of gathering and working with customer feedback is discussed in Module 10, emphasizing the importance of proactively encouraging both negative and positive feedback. Guidelines for accurately measuring customer loyalty are also provided, along with the extent to which complaints can be both constructive and beneficial.
Module 11 - Importance of Effective Communication
Candidates then consider the extent to which communication plays a pivotal role at the heart of every successful hospitality business. The process of developing and implementing a communication strategy is detailed and discussed, along with how to communicate with external customers in a more engaging and impactful way.
Module 12 - Quality Management
Essential quality control principles for hospitality businesses are examined in Module 12, in which learners are introduced to the ‘Five Dimensions of Service’. Grading bands (Star Ratings) and conditions that must be met to achieve standardised accolades are discussed, along with quality assurance and statutory obligations in hotel management.
Module 13 - Marketing and Advertising
A crash-course introduction to hospitality marketing and advertising follows in Module 13, guiding candidates through the process of developing and implementing an effective marketing plan. The hotel as a product is also considered, along with primary and secondary levels of demand as a key marketing and advertising consideration.
Module 14 - Managing Interdepartmental Communications
The hotel’s reliance on good interdepartmental communications is examined in Module 14, in which learners consider the interdependence of each department on every other department. Bringing the various hotel departments together to create one seamless, high-performance retail product is are discussed.
Module 15 - Accounting in Hospitality
Bringing the course to a close, Module 15 outlines some of the most important accountancy responsibilities in a hotel setting. Course content covers the basic principles of hotel accounting, primary front office accountancy tasks, the types of folios used in hotels and an introduction to profit and loss accounts.