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.