Hotel Operations And Management

This program trains men and women to be professionals in the operation and management of hotels, to be knowledgeable about the many hotel positions and functions, and to ensure efficiency, quality service, and suggest satisfaction. It teaches about the business aspects, the need for profitability and how to manage hotels with understanding, skill and ability.


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.
  • Sole-proprietors, partnership firms, limited liability companies, the board of directors.
  • 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 travelers and hotel users and their features.
  • The marketing of hotels and methods of selling hotel products; brochures, the internet, websites.


Module 3 - Hotel Organization, 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

  • Hotel front offices: the visitor's first impressions of the hotel.
  • The decor, planning, positioning, arrangement and presentation of the reception.
  • Duties of receptionists, personal qualities needed by receptionists.
  • Reservations, reservation systems, guest registrations, check-in, room allocation.


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 methods


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, organization 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’hôtel and la carte 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

  • 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 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.