Hospitality Sales and Marketing

Overview

This program has two modules:
Managing Quality Service in Hospitality
Hospitality Sales

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

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

Languages

English

Course Access Time

Students are given 6 months to complete the program. Extensions are available if needed, fees may apply.

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.

Prerequisites/Audience

There are no specific prerequisites for this program. Students will need access to both a computer and the internet. Students should have basic keyboarding and computer skills, and be comfortable navigating the internet.

The intended audience for this program is individuals that are seeking to enhance their skills or find employment in Hospitality Sales and Marketing.

Requirements

Internet Access
Broadband or high-speed internet access is required. Broadband includes DSL, cable, and wireless connections.
Dial-Up internet connections will result in a diminished online experience. Moodle pages may load slowly and viewing large audio and video files may not be possible.

Hardware
Windows hardware configurations and processors are acceptable
Mac computers MUST have Microsoft Window Operating Systems over Bootcamp (Bootcamp is a free download from Apple''s website)
1 GB RAM minimum recommended
Operating Systems
-Windows XP, Vista or 7 and Mac OS X 10 or higher with Windows
Web Browsers
-Google Chrome is highly recommended
-Internet Explorer is not recommended as it may not display certain menus and links
Cookies MUST be enabled
Pop-ups MUST be allowed (Pop-up Blocker disabled)
Kindle Reader App
Adobe PDF Reader
Media Plug-ins (These may be required depending on your course media.)
Adobe Flash Player
Adobe Acrobat Reader, Apple Quicktime, Windows Media Player, &/or Real Player
PowerPoint Viewer

The following textbooks will be provided to each student upon registration:

Managing Quality Service in Hospitality by Robert C. Ford, Michael C. Sturman & Cherrill P. Heaton
Selling Hospitality: A Situational Approach by Richard G. McNeill and John C. Crotts