Hospitality Management Expert

Hours: 540 / Access Length: 12 Months / Delivery: Open, Mentor Supported
Retail Price: $4,495.00

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

Management issues are fundamental to any organization: How do we plan to get things done, organize the company to be efficient and effective, lead and motivate employees, and put controls in place to make sure our plans are followed and our goals are met? Good management is basic to starting a business, growing a business, and maintaining a business once it has achieved some measure of success. This Business Management course will help you understand how to be a better manager through planning, decision making, motivating, leading, and communicating more effectively.

After completing this course, you should be able to:

  • Comprehend the strategies and requirements for business management
  • Identify ways for managing the environment and international business
  • Identify the qualities of adaptive organizations and the benefits they see
  • Identify methods for planning and maintaining quality control
  • Comprehend good leadership practices and the different leadership styles

Looking for ways to make your company great, motivate your employees, and grow profits? Then Leadership & Goal Attainment is the course for you. In the first part of this course you will learn how relational leadership is not just a theory or a buzzword, but a way of managing through relationship-building to bring out the very best in one's employees. You will see how some executives succeeded where others failed and take advantage of those lessons of success to create your own.

Why do some genius-level leaders seem to drain intelligence and performance out of the people around them, while others stimulate, motivate, and get so much more out of their work associates? The second part of this course uses Liz Wiseman’s book to label the former group, people who need to be the smartest person in the room, as diminishers, while the latter are multipliers, people who use their smarts to stimulate and enhance the creativity of the group. This section of the course identifies what is considered the five most important disciplines that help managers to think and act more like multipliers, bringing people together, and giving others on the team more freedom, power, and responsibility, which ultimately generates self-worth and satisfaction. 

The third part of this Leadership & Goal Attainment course will help you with setting and achieving your goals. While it can be difficult to set truly meaningful and motivational goals, it is one of the most essential steps to business success. Even more importantly, setting, working toward and achieving measurable goals is how we all grow personally while contributing to organizational success.

After completing this course, you should be able to:

  • Comprehend the core elements of relational leadership
  • Identify steps involved in creating an enjoyable and effective workplace
  • Identify the types of leaders and the effects they have on a workforce
  • Identify strategies for becoming a multiplier
  • Comprehend the process for effectively setting and achieving goals

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
Business Management Module 1
Introduction to Management
  • What is Management?
  • What Do Managers Do?
  • What Does It Take to Be a Manager?
  • Why Management Matters
  • History of Management
  • The Evolution of Management
  • Organizational Environments & Cultures
  • External Environments
  • Internal Environments
  • Ethical & Unethical Workplace Behavior
  • How Do You Make Ethical Decisions?
  • Social Responsibility
Business Management Module 2
Planning & Decision Making
  • Benefits and Pitfalls of Planning
  • Rational Decision Making
  • Organizational Strategy
  • Corporate-Level Strategies
  • Industry-Level Strategies
  • Firm-Level Strategies
  • Organizational Innovation
  • Organizational Change
  • Global Management
  • How to Go Global?
  • Where to Go Global?
  • Cultural Differences
  • International Assignments
Business Management Module 3
Adaptive Organizations
  • Designing Adaptive Organizations
  • Structure and Process
  • Designing Organizational Processes
  • Why Use Work Teams?
  • Managing Work Teams
  • Enhancing Work Team Effectiveness
  • Managing Human Resource Systems
  • The Legal Context
  • Finding Qualified Workers
  • Developing Qualified Workers
  • Diversity & Why It Matters
  • Diversity & Individual Differences
  • Managing Diversity
Business Management Module 4
Motivation, Leadership & Communication
  • What is Motivation?
  • Equity Theory
  • Expectancy Theory
  • Reinforcement Theory
  • Goal-Setting Theory
  • Leadership versus Management
  • Situational Approaches to Leadership
  • Strategic Leadership
  • Managing Communication
  • What is Communication?
  • Kinds of Communication
  • Improving Communication
Business Management Module 5
Controlling & Managing Information
  • Basics of Control
  • The Control Process
  • How and What to Control
  • Control Methods
  • Managing Information
  • Why Information Matters
  • Characteristics & Costs of Useful Information
  • Getting & Sharing Information
  • Managing for Productivity & Quality
  • Managing Service Operations
  • Managing Manufacturing Operations
  • Managing Inventory
Leadership & Goal Attainment Module 1
Relational Leadership
  • Overview of the Relational Model
  • Comparing Leadership Styles
  • Enhancing Your Personal Leadership
  • Exploring and Assessing the Basic Framework
  • Assessment, Compromise, and Focus as Leadership Traits
  • In-Depth View of the Relational Leadership Model
  • Understanding the Core Elements
  • Key Components of a Relational Organization
  • Shifting from Non-Relational to Relational Leadership
  • Adopting a New Style for Dealing with People
  • The Critical Role as Leader
  • Preserving the Organization’s Environment
Leadership & Goal Attainment Module 2
Developing as a Leader
  • Apply Discipline
  • Execute Winning Activities
  • Avoid Shortcuts
  • Manage Risk
  • The Power of Leadership
  • Building on Strengths
  • Applying Your Self-Knowledge
  • Creating a Great Place to Work
  • The Building Blocks of Trust
  • Make Stress a Positive Force
  • The Value of Relationalism
  • Community Leadership
  • The Relational Leader at Home
Leadership & Goal Attainment Module 3
Multiplier versus Diminishers
  • The Multiplier Effect
  • Resource Leveraging
  • The High Cost of Diminishers
  • The Mind of the Multiplier
  • The Five Disciplines of the Multiplier
  • The Talent Magnet
  • Four Practices of the Talent Magnet
  • The Diminishers’ Approach
  • The Liberator
  • Tyrant versus Liberator
  • Three Practices of the Liberator
  • The Challenger
  • The Know-it-All versus the Challenger
Leadership & Goal Attainment Module 4
Becoming a Multiplier
  • The Debate Maker
  • Practices of the Debate Maker
  • Debate Making as Resource Leverage
  • The Investor
  • The Micromanager versus the Investor
  • The Diminishers’ Approach to Execution
  • Leveraging Your Investment
  • Becoming a Multiplier
  • From Resonance to Resolve
  • The Accelerators
  • Sustaining Momentum
  • Genius or Genius Maker
Leadership & Goal Attainment Module 5
Goals and Goal Setting
  • What is a Goal?
  • Goals & Objectives Pyramids
  • Who Sets Goals?
  • The Goal Setting Process
  • Adopt & Adapt the Goal
  • Identifying and Documenting Goals
  • Writing S.M.A.R.T. Goals
  • Goal Development and Planning
  • Action Plans
  • Obstacles to Goal Attainment
  • Goal Achievement
  • Taking Action

All necessary materials are included.

System Requirements:

System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended for the best experience.
Hardware Requirements:
  • CPU: 1 GHz or higher
  • RAM: 2 GB or higher
  • Resolution: 1280 x 720 or higher
  • Speakers / Headphones
  • Microphone (Webinar / Live Online sessions)
Operating System Requirements:
  • 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.

Web Browser Requirements:
  • Latest Google Chrome is recommended for the best experience.
  • Latest Mozilla FireFox
  • Latest Microsoft Edge
  • Latest Apple Safari
Basic Software Requirements (These are recommendations of software to use):
  • 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.

** The course outlines displayed on this website are subject to change at any time without prior notice. **