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Hospitality Operations and Management


Overview Our Hospiality Operations and Management course is a three track course that teaches you operations, management and sales. This course includes three tracks: Hospitality: An Introduction Hospitality Sales Managing Quality Service in Hospitality Hospitality: An Introduction provides a detailed description of the many facets of the Hospitality and Tourism sector, including tours and travel, hotels, restaurants, culinary, casino operations, cruises, and the recreation and leisure industries. Personal profiles of industry leaders highlight the wide range of career opportunities available in the field. This course discusses the Hospitality and Tourism industry's evolution toward increased internationalization and integration. Industry vignettes offer a behind-the-scenes view of real-life job tasks and career success stories. Each module of this course features practical case study scenarios, including business and social attitude comparatives, advertising and marketing messaging, financial modeling, and competitive analysis formulation. After completing this course, you should be able to: Define the mission and product of hospitality Identify factors to consider when managing lodging Comprehend the basics of hospitality and the food service industry Identify events, functions, and operations related to hospitality industry Identify current trends in hospitality and its direction in the future Drawing from the insights of leading sales executives, Hospitality Sales covers the changing hospitality sales profession, including the three emerging selling roles and when to use them. Transactional selling, consultative selling, and alliance selling are unique approaches that salespeople use depending on situational factors. This course explores customer motives and how sales professionals can tailor their approach to the buyers perception of value. This Hospitality Sales course will help you understand the new world of buyer-seller relationships and succeed in each sales situation. After completing this course, you should be able to: Comprehend the basics of the hospitality industry Identify factors affecting the buyer-seller relationship Identify the steps for approaching and negotiating with the buyer Identify the steps for forming a proposal and implementing after the sale Identify the steps for managing your career as a sales professional Managing Quality Service in Hospitality teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other courses in this subject area skip over guest-focused service strategy in hospitality or service. This course fully covers the topic of managing hospitality organizations by using real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. Each module includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for reflection on hospitality concepts and principles. The "Ethics in Business" segments encourage students to analyze ethical issues associated with each topic. After completing this course, you should be able to: Identify the steps for preparing a hospitality service strategy Define the beliefs, values, and norms of hospitality culture Identify strategies for training, motivating, and rewarding hospitality service staff Identify the steps for developing and implementing a service delivery system Identify the steps for measuring service delivery and repairing service delivery gaps Languages English Course Access Time We offer open enrollment in which students can sign up at any time. Students can proceed as fast or slow as they want, but must complete the program in a maximum of 12 months. If you need more time, extensions are available for a small fee. Instructor This class supported by an Educational Mentor. Our educational mentors have worked or are working in the subject they mentor. Educational Mentors reviews student work, student progress, and interacts with students as needed. They respond to any questions or concerns you might have, as well as encouraging and motivating you to succeed. Requirements Materials Included: Hospitality: An Introduction by Kaye Chon & Thomas Maier Selling Hospitality: A Situational Approach by Richard G. McNeill and John C. Crotts Managing Quality Service in Hospitality by Robert C. Ford, Michael C. Sturman & Cherrill P. Heaton Show Syllabus Hide Syllabus Lesson 1 Hospitality: An Introduction Module 1 Introducing Hospitality • Hospitality through the Ages • Ancient Times • Medieval Times • 18th and 19th Centuries • The Interrelated Nature of Hospitality and Tourism • Hospitality Industry Philosophy • Sustainable Hospitality • The Focus on Service • Trends in Hospitality and Tourism Hospitality: An Introduction Module 2 The Hotel Business • History of Innkeeping in the United States • Hotel Development and Ownership • Franchising • Contracts and Trusts • Classification of Hotels • Best, Biggest and Most Unusual Hotels and Chains • International Perspective • Sustainable or Green Lodging • Trends in Hotel Development Hospitality: An Introduction Module 3 Rooms Division Operations • The Functions and Departments of a Hotel • Role of the Hotel General Manager • Revenue Management • Reservations • Guest Services • Concierge • Housekeeping • Sustainable Lodging • Security/Loss Prevention Hospitality: An Introduction Module 4 Food and Beverage Operations • Food and Beverage Management • Kitchen • Food Operations • Bars • Stewarding Department • Catering Department • Room Service/In-Room Dining • Sustainable Food and Beverage Operations • Trends in Lodging Food and Beverages Hospitality: An Introduction Module 5 Beverages • Wines • Beer • Sustainable Brewing • Spirits • Nonalcoholic Beverages • Bars and Beverage Operations • Inventory Control • Personnel Procedures • Liquor Liability and the Law • Trends in the Beverage Industry Hospitality: An Introduction Module 6 The Restaurant Business • Developing a Restaurant • Restaurant Market and Concept • Restaurant Location and Ambiance • Sustainable Restaurants • Menu Planning • Equipment Capacity and Layout • Price and Pricing Strategy • Classification of Restaurants • Trends in the Restaurant Business Hospitality: An Introduction Module 7 Restaurant Operations • Front of the House • Restaurant Forecasting • Service • Suggestive Selling • Sustainable Restaurant Operations • Back of the House • Food Production • Management Involvement • Purchasing and Receiving • Storing and Budgeting • Restaurant Accounting Hospitality: An Introduction Module 8 Managed Services • Airlines and Airports • Military • Elementary and Secondary Schools • Colleges and Universities • Managing Managed Services • Sustainable Managed Services • Health Care Facilities • Business and Industry • Leisure and Recreation • Trends in Managed Services Hospitality: An Introduction Module 9 Tourism • What is Tourism? • The Five Ages of Tourism • Rail, Automobile, and Coach Travel • Airlines • Cruise Ships • The Economic Impact of Tourism • Promoters of Tourism • Business Travel • Ecotourism Hospitality: An Introduction Module 10 Recreation, Attractions and Clubs • Recreation, Leisure and Wellness • Government-Sponsored Recreation • Commercial Recreation • Disney and Universal Studios • Regional Theme Parks • Animal Attraction • Historic Places/Sites • Museums and Performing Arts • Destinations • Noncommercial Recreation Hospitality: An Introduction Module 11 Gaming Entertainment • The Casino Resort • Types of Casino Operations • Comps • Components of Casino Resorts • Evolution of Gambling and Casinos • Working in a Casino Resort • Casino Operations • Sustainability in Gaming Entertainment Hospitality: An Introduction Module 12 Meetings, Conventions and Expositions • Key Players in the Industry • Types of Meetings and Conventions • Types of Associations • Historical Associations • Venues • Convention Centers • Conference Centers • Sustainable Meetings and Conventions Hospitality: An Introduction Module 13 Special Events • What Event Planners Do • Challenges and Tools for Event Planners • Classifications of Special Events • Required Skills and Abilities for Planners • Special Event Organizations • Sustainability in Special Events • The Special Events Job Market • Trends in the Special Events Industry Hospitality: An Introduction Module 14 Leadership and Management • Leadership • Example of Excellence in Leadership • Hospitality Management • What is Management? • Managerial Skills • Sustainable Leadership • Distinction Between Leadership and Management • Ethics • Trends in Leadership and Management Hospitality Sales and Marketing Module 1 Introduction to Hospitality Marketing and Sustainability • The Marketing Mix • Services Marketing • Destination Marketing • Service Trends Affecting the Hospitality & Tourism Industry • External Environment • Sustainable Development • Managing for Sustainability Hospitality Sales and Marketing Module 2 Hospitality Consumers and Market Segmentation • Consumer Decision-Making Model • Consumer Problem-Solving Processes • Consumer Problem-Solving Techniques • Organizational Buyer Behavior • Segmentation Variables • Market Segmentation Strategies • Positioning the Product-Service Mix Hospitality Sales and Marketing Module 3 Developing a Marketing Plan • Marketing Plans • Strategic Marketing • Tactical Marketing • Marketing Planning Process • Sales Forecasting • Quantitative Forecasting Techniques Hospitality Sales and Marketing Module 4 Marketing Decisions and Pricing Strategy • Sources of Marketing Information • Marketing Research Process • Destination Research • Ethical Issues in Marketing Research • Factors that Affect Pricing Decisions • Broad Pricing Strategies • Pricing Techniques & Procedures • Segmented Pricing • Revenue Management • Pricing Law & Ethics Hospitality Sales and Marketing Module 5 Developing and Managing New Products/Services • Planning for New Products • Organizing for New Product Planning • New Product Development Process • Identifying Products and Services • Destination Product Development • Product Life Cycle • Resource Allocation Models and Applications • Managing in the Service Environment • Techniques to Assess Customer Satisfaction Hospitality Sales and Marketing Module 6 Supply Chain Management and Electronic Commerce • Distribution Strategy • Channel Management • Franchising • Electronic Commerce Strategy • Internet Strategies • Search Engine Optimization Hospitality Sales and Marketing Module 7 Marketing Communications, Advertising, and Social Media • Managing the Promotion Mix • Managing the Advertising Function • Planning & Evaluating Advertising Campaigns • Criticisms of Advertising • Developing Media Plans • Print Media • Broadcast Media • Direct Mail • Support Media • Social Media Hospitality Sales and Marketing Module 8 Sales Promotions, Public Relations, and Personal Selling • Types of Sales Promotions • Push and Pull Promotions • Merchandising • Selling to Group Markets • Personal Selling Process • Personal Selling Tools • Ethical Issues in Personal Selling Support Center Analyst Module 1 - Leadership Principles: • Ethics • Time Management • Written Communication • Continuous Learning: Industry News and Trends • The Role of the Support Center Analyst (SCA) • Global Perspective • Emotional Intelligence • Leadership Principles Five-question Graded Assessment Support Center Analyst Module 2 - Policy and Strategy: • Professional Conduct • Organizational Policy • Overview of Support Center Services • Policy and Strategy Five-question Graded Assessment Support Center Analyst Module 3 - People Management: • Teamwork • Building Rapport • Stress Management • People Management Five-question Graded Assessment Support Center Analyst Module 4 - Support Center Systems and Delivery Methods: • Support Center Infrastructure • Telephony Systems • Computer Telephony Integration (CTI) • Self-Healing Technology • Support Center Service Delivery Methods • Telephone Support • Desk-side Support • Electronic Support • Chat Best Practices • Self-Service • Integrated Systems • Monitoring and Alert Systems • Self-Diagnosing Technology • Systems and Delivery Methods 10-question Graded Assessment Support Center Analyst Module 5 - SCA Job Responsibilities: • Service Level Management (SLM) • Security Management • Incident Management • Request Fulfillment • Problem Management • Change Management • Service Asset and Configuration Management • Release and Deployment Management • Access Management • Knowledge Management • Support Center Incident Management Simulation Game • SCA Job Responsibilities 10-question Graded Assessment Support Center Analyst Module 6 - Professional Communication Skills: • Continual Service Improvement (CSI) • Customer Management • Active Listening • Relationship Building • Customer Competency Assessment • Conflict and Negotiation Management • Documentation Processes • Problem Solving • Escalation • Professional Communication Skills 10-question Graded Assessment Support Center Analyst Module 7 - Measuring Customer Satisfaction: • Status Reports • Procedures • Quality Assurance (QA) • Customer Satisfaction Surveys • Customer Service • Support Center Best Practices and Frameworks • Customer Satisfaction Five-question Graded Assessment Support Center Analyst Module 8 - Performance Results: • Metrics and Measurements • Balanced Scorecard • Performance Results Five-question Graded Assessment Hide Syllabus
Course ID/# : 1067/2300050
Tuition: $3,995.00

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