Course Syllabus: Hotel Management 101


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Course Description


Hotel Management will provide a realistic look at every major portion of the hotel business which will help anyone planning or currently pursuing one of the many different career opportunities available in this burgeoning and dynamic industry.

A great hotel manager leads by example.  Like any business intent on survival and success, the hospitality industry requires insight into the financial aspect of every facet and every detail.  Hotel Management is a course for those who wish to enjoy both personal and professional success in the hospitality industry; and need to have a more than casual understanding of the business and financial operations of the industry.

 

Hotels and motels are not only places where a guest can obtain tasty food and comfortable lodging, they are an integral part of community life, with facilities for meetings, entertainment, and personal services.  The career choices for a person seeking a job in the hospitality industry are vast:  guest service manager, head chef, front office clerk, security officer, banquet manager, bookkeeper, concierge and many more opportunities that can be personally satisfying and financially rewarding.  Renewed business travel, and domestic and foreign tourism will boost employment growth of lodging managers in full-service hotels.

 

Additional demands for managers are expected in suite hotels.  Business customers are willing to pay more for rooms with kitchens and suites that are spacious enough to conduct small meetings in.  Other trainee and managerial opportunities will be available in large full-service hotels offering restaurants, fitness centers, ample meeting rooms and play areas for children, among other amenities.

 

The hospitality industry offers today's young men and women an interesting and exciting career.  Management of a hotel or restaurant calls for a wide range of capabilities.  For those wishing a rewarding and challenging life of service to others, a future in the hospitality field should be seriously considered.

Course Requirements

This course will not require you to have previous experience in any particular area but you should have a high school reading level. No books will be required.

Course Goals

Ø  Evolution of the Industry

Ø  Service Tradition

Ø  Seasonality and Feasibility

Ø  Classification and Ratings by Rooms and Properties

Ø  Global and regional operations, timeshares, chains, budget hotels,

Ø  All-suite Hotels and Casino Hotels.

Ø  Typical Hotel Organizational Chart

Ø  Empower Yourself With Education

Ø  Strategic Planning

Ø  Vendor Relations

Ø  Events, Trade Shows and Meeting Planners

Ø  Family and Tourist Activities/Guest Profiling

Ø  Managing Styles/Career Portfolio/Leadership

Ø  Front Office

Ø  Sales and Marketing/Cost Control

Ø  Building a Support network/Communication

Ø  Prepare for the unexpected

Ø  Professional Appearance (uniformed staff) and Demeanor (body language)

Ø  Selecting Staff/Interviewing Skills

Ø  Staff Training and Motivation

Ø  Housekeeping and Maintenance

Ø  Concierge Duties

Ø  Scheduling Shifts

Ø  Labor Relations

Ø  Identifying Staff Responsibilities

Ø  Customer Service (would Peter Greenberg approve?)

Ø  Special Requests and Cancellations

Ø  Handling Complaints

Ø  Working with travel agencies and group reservations

Ø  The Guest Bill

Ø  Accepting credit cards

Ø  Night accounting duties

Ø  Casino accounts/extending credit

Ø  Quality management verses guest expectations

Ø  Anticipating and preventing problems

Ø  Determining room rates

Ø  Handling Complaints

Ø  Food Service Set-ups, Room Set-ups and Food Preparation

Ø  Menu Planning/Preparing the Kitchen

Ø  Alcoholic Beverages

Ø  Interaction Between Hotel Management and Event Planners

Ø  First Impressions of Hotel Environment

Ø  Cleanliness  and Sanitation

Ø  The Benefits of Valet Park

Ø  Generation X

Ø  VIP Services

Ø  Security, Safety and Minimizing Fraud

Ø  Time Management

Ø  Work Descriptions

 

Course Materials

All course material will be provided in the lessons and netlinks. There are no required materials to purchase before taking the class

Grading Policy

Each lesson will include a lesson review quiz along with one or two assignments. Students will successfully complete this course by mastering all learning outcomes with 70% or higher overall grade.

Course Structure

1.    Lesson 1: History and Profile of the Hospitality Industry

2.    Lesson 2: Setting Goals and Objectives

3.    Lesson 3: Managing People

4.    Lesson 4: Invest Time In Your Personnel

5.    Lesson 5: The Reservation Experience

6.    Lesson 6: Guest Accounting Practices

7.    Lesson 7: Managing Guest Services

8.    Lesson 8: Food and Beverage Management

9.    Lesson 9: Hotel Environment
10. Lesson 10: How Outstanding Managers Beat Work Overload

Learning Outcomes

By successfully completing this course, students will be able to:
  • Describe the history and profile of the hospitality industry.
  • Know setting goals and objectives.
  • Describe managing people.
  • Know the reservation experience.
  • Know guest accounting practices.
  • Describe managing guest services.
  • Describe food and beverage management.
  • Describe the hotel environment.
  • Describe how outstanding managers beat work overload, and
  • Demonstrate mastery of lesson content at levels of 70% or higher.
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Assessment Guide

Lesson 1 Assignment1
Lesson 1 Review7
Lesson 2 Assignment2
Lesson 2 Review9
Lesson 3 Review10
Lesson 4 Review10
Lesson 5 Assignment2
Lesson 5 Review9
Lesson 6 Review10
Lesson 7 Review9
Lesson 8 Assignment2
Lesson 8 Review7
Lesson 9 Assignment2
Lesson 9 Review10
Lesson 10 Review9
Final Exam84
Total Points:183
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