An education in hotel management offers you knowledge in a set of uniquely transferrable skills. There is a need for guest lodgings in virtually every corner of the world, and hotel management offers you a uniquely transferrable skillset, one which can lead to career opportunities and unique perks in virtually any corner of the world. This course provides a comprehensive introduction to the fundamentals of the hospitality industry and an overview of the various roles and responsibilities within hotel management. By completing this course you will gain the foundation of knowledge necessary to pursue a fulfilling, exciting new career in hospitality.
This course will introduce you to the range of hotels in operation and their management policies. The principles learned can be transferred to multiple accommodation types such as hotels, motels, resorts, bed and breakfasts, Air BNBs and any other business that provides accommodation or lodging. You will gain an understanding of the complexities of hotel management and will learn to consider the multiple interrelated aspects of successful hospitality service.
Successful hotel management requires maintaining internal organization, handling internal and guest issues, adapting to constantly evolving industry needs, and implementing regular changes to stay competitive in the current market. This course will prepare you to dive into an exciting and dynamic career in hotels and hospitality.
I.
Introduction:
The Scope and Nature of Hotel Management
A.
The Hotel Industry
B.
The Scope of the Industry
C.
The Firm in the Hotel and Catering
Industry
D.
Hotel Management
E.
Planning
F.
Policy
II.
Workplace
& Hotel Organization
A.
Organization
B.
The Nature and Purpose of
Organization
C.
The Mechanistic View of Organization
D.
The Human Relations View of
Organization
E.
The Systems Approach to Organization
F.
Organization Structure
G.
The Informal Structure
H.
Hotel Organization
III.
Hotel
Staff Management
A.
Work Charts
B.
Communication and Coordination
C.
Staff Management
D.
Monitoring Workloads and Work
Procedures
E.
Authority/Chain of Command
F.
Career Structure
IV.
Hospitality
Control Systems
A.
Sources and Storage of Information
B.
Creating and Maintaining Information
C.
Creating and Maintaining Control
Systems
D.
Types of Control
E.
Production Control
F.
Quality Control
G.
Sales Control
H.
Labor Utilization Control
I.
Materials Control
J.
Maintenance Control
K.
Financial Control
L.
Setting Standards and Corrective
Action
M.
Work Study
N.
Organization and Methods
V.
Front
Desk Operations (Reception)
A.
The Functions of the Front Office
B.
Customer Service
C.
Dealing with Grievances &
Complaints
D.
Understanding Communication
E.
Conversation Development
F.
Using the Telephone
G.
Business Letters
H.
Promotions and Customer Relations
I.
Client Interpersonal Skills, Self
Esteem & Reinforcement, etc.
VI.
Servicing
Rooms and General Cleaning
A.
Service Equipment
B.
Direct Purchase of Hire of Equipment
C.
Linen: Purchase or Hire, Choice of
Fabrics, Structure and Properties of Fibers
D.
Linen Room Organization.
VII.
Building
and Facility Maintenance
A.
Daily
B.
Periodic and Planned Preventative
Maintenance
C.
Frequent Maintenance Problems
D.
Safety, Furniture
E.
Fittings
F.
Managing Maintenance
G.
Building Maintenance
H.
Toilets and Locker Rooms
VIII.
Activities
Management
A.
Tour desk, gymnasium, events (e.g.
Weddings, balls etc.)
B.
In house Services
C.
Recreation Facilities
D.
Guest Information Services
E.
Swimming Pools
F.
Spa & Sauna Facilities
G.
Activities Management
H.
Tourism
IX.
Food
& Beverage Service
A.
Types of Food Service (e.g. Room
Service, Bar, Restaurant, Coffee Shop etc.)
B.
Kitchen Design & Equipment
C.
Service Facilities
D.
Food Service Management
E.
Food Purchasing
F.
Dealing with Complaints.
Hardware Requirements:
This course can be taken on either a PC or Mac.
Software Requirements:
- This course is preferred with the latest versions of Windows and Mac OS. Although the versions listed below are compatible, it's strongly recommended to have the latest operating system for an optimal experience.
- PC: Windows 7 or later operating systems.
- Mac: OS X Snow Leopard 10.6 or later.
- Browser: The latest version of Internet Explorer, Firefox, Chrome, or Safari (Although Google Chrome is preferred).
- Adobe Flash Player. Click here to download the Flash Player.
- Adobe Acrobat Reader. Click here to download the Acrobat Reader.
- Software is not included in the cost of tuition. All software must be installed and fully operational before the course begins.
Other: Email capabilities and access to a personal email account.
Instructional material requirements:
- The instructional materials required for this course are included in enrollment.
These textbooks are recommended for supplementary reading but are not necessary to complete the course:
- David K. HAYES and Jack D. NINEMEIER (2016) Hotel Operations Management (3rd Edition)
- Leonardo INGHILLERI & Micah SOLOMON (2010) Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
- Micah SOLOMON (2016)- The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets
- Jokima HILLER (2015) - 7 EASY Ways to Show Your Employees YOU Care! A Booklet for Hotel Managers and Others
There are no prerequisites to take this course.
Thea Roberts has a M.A. in Management, is a long-term university academic tutor, university mentor and has a Post Grad Diploma of Education. She has had over two decades of valuable work history in the areas of hospitality supervision and resort management. Thea has worked in large resorts with responsibilities such as integrating multi-departments seamlessly to create an effective management system.
1. Can I register for
courses if I am an international student?
Yes, because ed2go courses are online you never
have to
actually travel to the school. Most
schools offer telephone or online registration.
2. How long does it
take to complete a course?
All of our courses are self-paced and open
enrollment, so
you can start them when you want and finish them at your own pace. When you register, you’ll receive six (6)
months to complete the course.
3. What if I don't
have enough time to complete my course within the time frame provided?
The time allotted to complete your course has been
calculated based on the number of hours for each course, so don't worry
too
much about not completing in time. If, after a concerted effort, you
are still
unable to complete, your Student Advisor will help you work out a
suitable
completion date. Please note that a fee may be charged for an extension.
4. Do I have to buy
additional materials?
No. Some textbooks
are recommended for supplementary reading but are not necessary to
complete the
course.
5. Can I get
financial assistance?
ed2go courses are non-credit courses, so they do
not qualify
for federal aid. In some states,
vocational rehab or workforce development boards will pay for qualified
students to take our courses.
Additionally, some students may qualify for financial assistance
when
they enroll, if they meet certain requirements.
6. What happens when
I complete the course?
Upon successful completion of the course, you will
be
awarded a certificate of completion.
7. Am I guaranteed a
job?
ed2go courses will provide you with the skills you
need to
obtain an entry-level position in most cases.
We don’t provide direct job placement services, but our
facilitators and
career counselors will help you build your resume and are available to
give
advice on finding your first job.
Facilitators will also be available to use as a professional
reference
upon completion of the course. Potential
students should always do research on the job market in their area
before
registering.
8. Who will be my
instructor?
Each student is paired with a facilitator for
one-on-one
interaction. The facilitator will be
available (via e-mail) to answer any questions you may have and to
provide
feedback on your performance. All of our
facilitators are successful working professionals in the fields in
which they
teach.
9. What software or
hardware do I need in order to take online courses and what are the
system
requirements?
In order to take our online courses, you must have
access to
a computer and the Internet. You can
access the course contents from any Web-enabled computer.
You don’t have to use the same computer to
log-in to the course every time. We
recommend that you have a word-processing course (Microsoft Word is the
best)
and the latest version of Internet Explorer.
10. Can I use a Mac?
Yes
11. How can I get
more information about this course?
If you have questions that are not answered on our
website,
please feel free to contact us via LIVE chat (click the button above). If you are visiting us during non-business
hours, please feel free to send us a question using the “Contact Us”
form to
the right. You may also call us at
1-877-221-5151. We will answer your
questions promptly.
12. When can I start
the course?
Our courses are all open enrollment.
You can register and start the course as soon
as you are ready.
Please note: Once the
course curriculum is accessed online or through submission of a
material
shipment confirmation, refunds cannot be issued.
13. Does this course
prepare for a certification?
No