Duration: 12 Months (Flexible)

Program Synopsis:

This Program aims to train men and women to be knowledgeable and professional in the operation and management of hotels, and in hotel positions. Hotel departments perform many operations which need trained, efficient staff to ensure guest satisfaction, and section leaders to control and guide them. Hotels vary in size, standard and type, and cater for guests with differing demands, which requires managerial understanding and skill. Hotels must be correctly and carefully marketed and promoted, and finances managed to avoid losses; all hotels are businesses with common functions and their prosperity and profitability requires managers with the skill and ability to ensure staff are effective, that guest needs are met, and that a quality service is provided. This Program covers all of these aspects and more

Module 1 - Functions and Types of Hotels

  • Hotel functions and types, ratings and categories.

  • The various locations, sizes, standards, range and quality of facilities provided by hotels.

  • Hotel businesses and the hotel industry.

  • Types and categories of hotel guests and their motivations for travel and visiting hotels.

Module 2 - Hotel Products and Markets

  • Hotel products: accommodation, food and beverages.

  • Tangible and intangible features of hotel products, various services.

  • Categories of travellers and hotel users and their features.

  • The marketing of hotels and methods of selling hotel products; brochures, the internet, websites.

Module 3 - Hotel Organisation, Management and Staff

  • Planning the provision of hotel services.

  • The organization and management structures of hotels, organization charts.

  • Recruitment and staffing in the hotel industry, responsibilities and requirements, training.

  • Computerization and computer systems in hotels

Module 4 - The Hotel Reception: the Front Office

  • Planning the provision of hotel services.

  • The organization and management structures of hotels, organization charts.

  • Recruitment and staffing in the hotel industry, responsibilities and requirements, training.

  • Computerization and computer systems in hotels

Module 5 - The Hotel Reception: other Responsibilities

  • Answering queries and providing information about the hotel and other matters.

  • Dealing with guests’ complaints, satisfying customers; uniform staff and their duties.

  • Guest billing, manual and computerized systems.

  • Check-out, cashiering, payment method

Module 6 - Hotel Bedrooms and Bathrooms

  • Guests’ requirements and expectations.

  • Beds and bedrooms, furniture and equipment, fixtures.

  • Decor, lighting, heating, cooling, air conditioning, fire safety.

  • Bathrooms and en suite facilities

Module 7 - Hotel Housekeeping

  • The duties of the housekeeping department, organisation of the housekeeping department.

  • The housekeeping supervisor and staff; work and responsibilities.

  • Staff training, motivation equipment and stocks, servicing, linen, security

  • Room inspections, room status systems.

Module 8 - Hotel Catering 1

  • Meals and room rates which include meals.

  • Menus: courses and dishes, table d’hote and la crate menus.

  • Styles of service, service charges, taxes, cover charges.

  • Types of catering outlets.

Module 9 - Hotel Catering 2

  • Hotel catering: purchasing, suppliers, receipts of foodstuffs, control of costs.

  • Storing and issuing foodstuffs, security and protection.

  • Food preparation, hygiene issues and concerns, food outlets, catering.

  • Kitchen staff, kitchen layout, hygiene

Module 10 - Hotel Catering 3

  • Food sales: hotel restaurants, their ambiance, layout, decor, lighting.

  • Types of menus, content, presentation, quality.

  • Types of service, self-service, waiter service, plate, silver, guerdon.

  • Restaurant staff, qualities, training, duties.

Module 11 – Beverages

  • Types of hotel beverages, bar sales, bar types and locations, restaurant beverage sales.

  • Alcoholic and non-alcoholic beverages, beverage sales control.

  • Ordering, deliveries and storage of beverages.

  • Room service, minibars

Module 12 - Hotel Businesses

  • Additional guest services, merchandising, concessionaires, licenses.

  • Financial accounts and accounting statements, hotel computer systems.

  • The ownership of hotels, the need for profitability.

  • Starting a hotel, a hotel as a small business.

This Program Is Designed For Professionals:

This Program is ideal for men and women of all ages and experience who are already employed in hotel, hospitality or related jobs, and who are aiming to gain promotions or new jobs within the hotel industry. It will also assist men and women who are looking to enter this important career area. By covering a wide range of operational and managerial aspects of hotels it also provides important knowledge and understanding for advancement to managerial roles. The course also allows focus on a range of career opportunities both within and outside of hotels, as it covers communications, human resource, financial aspects and other areas; so becoming a specialist in a particular area of hotel management is also possible too. All countries, regions, towns, cities have hotels and hospitality businesses in place, so there are always career opportunities for trained individuals in this industry. London College of Higher Education also offers advancement in hotel management in both general and specialized areas, and such studies – at Diploma or advanced level – are good routes to higher studies with other regional and international educational establishments and universities.

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