Hospitality Management Associate

Hours: 260 / Access Length: 12 Months / Delivery: Open, Mentor Supported
Retail Price: $2,795.00

Course Overview:

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

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

Course Outline:

Hospitality: An Introduction Module 1
The Spirit of Hospitality

• The Scope of the Hospitality Industry
• The Mission and Product of Hospitality
• Business Profile: Starbucks
• A Day in the Life of a Front Desk Clerk
• Pursuing Opportunities in Hospitality
• Relationship of Hospitality to Travel & Tourism
• A Day in the Life of a Travel Agency Manager
• Marketing and Promoting Tourism & Travel
• The Effects of Hospitality, Tourism and Travel
• Learn from the Disney Theme Parks

Hospitality: An Introduction Module 2
Understanding Lodging

• Dynamics of the Lodging Industry
• The Evolution of Lodging Facilities
• Classifying Lodging Properties
• A Day in the Life of a Concierge
• Types of Lodging Ownership
• Hotel Development
• Choosing the Right Location
• Assessing Hotel Feasibility
• Fiscal Commitment to the New Hotel
• Hotel Management and Operations
• Human Resources Management Issues

Hospitality: An Introduction Module 3
Food Service Industry

• Hospitality and the Foodservice Industry
• The Relationship of Market, Concept, and Menu
• Contemporary Commercials Foodservice Concepts
• Restaurant Ownership
• Commercial Restaurant Within Other Businesses
• On-Site Institutional Foodservice
• Historical Overview of Cooking and the Culinary Arts
• Elements of American and European Fine Dining
• A Day in the Life of a Chef
• Menu Planning and Development
• The Food Production Cycle
• Beverage Management
• Trends in Beverage Consumption
• Wines, Liquors and Malt Beverages

Hospitality: An Introduction Module 4
Hospitality Industry

• Meetings, Conventions, Special Events, and Expositions
• Opportunities in the Meeting Industry
• A Day in the Life of a Meeting Planner
• Sports Management Career Opportunities
• Recreation and Leisure
• Managing Leisure Segments of the Hospitality Industry
• Novel Lodging Facilities
• Clubs & Recreational Facilities
• Health & Wellness Facilities
• Global Gaming and Casino Operations
• History of Gambling and Current Status
• The Pros and Cons of Gambling
• Security and Surveillance
• Casino Customers
• A Day in the Life of a Casino Manager

Hospitality: An Introduction Module 5
The Future of Hospitality

• Globalization and the Future of Hospitality
• The Economic Climate
• Demographics and Socioeconomic Trends
• Technological Innovations
• Government Regulation and the Hospitality Industry
• The Unions
• Ethics in Hospitality
• Building for Success
• Basic Business Skills
• Steps to a Career in Hospitality
• Getting a Job in Hospitality
• A Day in the Life of a Human Resource Director

Managing Quality Service Module 1
Hospitality Service Strategy

• Providing Service
• Guestology: What Is It?
• The Guest Experience & Expectations
• Quality, Value, and Cost Defined
• Meeting Guest Expectations
• The Hospitality Planning Cycle
• Assessing the Organization Itself
• Involving Employees in Planning
• Quantitative & Qualitative Tools
• Setting the Scene for the Guest Experience
• How the Service Environment Affects the Guest

Managing Quality Service Module 2
Developing the Hospitality Culture

• The Importance of Leaders
• The Importance of Culture
• Beliefs, Values, and Norms
• Culture and the Environment
• Communicating the Culture
• Changing the Culture
• Staffing for Service
• The Many Employees of the Hospitality Industry
• Loving to Serve
• Employing the Best to Serve Your Guests

Managing Quality Service Module 3
Hospitality Service Staff

• Training Employees to Serve
• Developing a Training Program
• Training Methods
• Employee Development
• Motivating Employees
• Rewarding Employees for Performance
• Linking Performance and Rewards
• Clarifying Employees’ Roles
• Motivation, Employee Satisfaction, and Guest Satisfaction
• Guest Co-Create Value
• Strategies for Involving the Guest
• Determining When Guest Participation Makes Sense

Managing Quality Service Module 4
Hospitality Service Delivery System

• Communicating for Service
• The Challenge of Managing Information
• Information and the Service Product
• Information and the Service Setting
• Information and the Delivery System
• Decision Support Systems
• Planning and Designing the Service Delivery System
• Developing the Service Delivery System
• Targeting Specific Problem Areas
• Waiting for Service
• Capacity and Psychology of Waiting
• Managing the Perception of Waiting
• Service Value and the Wait

Managing Quality Service Module 5
Measuring and Managing Service Delivery

• Techniques and Methods for Assessing Service Quality
• Measuring Service Quality After the Experience
• Finding and Using Techniques that Fit
• Fixing Service Failures
• Service Failures: Types, Where, and Why
• Dealing with Service Failures
• Recovering from Service Failures
• Service Excellence
• Leading Others to Excel
• Strategy, Staffing, and Systems
• Hospitality and the Future

All necessary materials are included.

System Requirements:

• Cable and DSL internet connections are recommended for the best experience.

• CPU: 1 GHz or higher
• RAM: 2 GB or higher
• Resolution: 1280 x 720 or higher
• Speakers / Headphones
• Microphone (Webinar / Live Online sessions)

• Microsoft Windows 7 or 10 (Home, Pro)
• Mac OSX 10 or higher.
• Latest Chrome OS
• Latest Linux Distributions

NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses.

• Latest Google Chrome is recommended for the best experience.
• Latest Mozilla FireFox
• Latest Microsoft Edge
• Latest Apple Safari

• Office suite software (Microsoft Office, OpenOffice, or LibreOffice)
• PDF reader program (Adobe Reader, FoxIt)
• Courses may require other software that is denoted in the above course outline.