Hotel Management


Train to be a hotel manager. This course provides broad based, basic training to work in hospitality, accommodation, hotels, motels or resorts. It is a popular and substantial starting point for anyone in the hotel industry.

Course CodeBTR202
Fee CodeS2
Duration (approx)100 hours
QualificationStatement of Attainment


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Courses can be started at any time from anywhere in the world!

Learn about hotel resort management and hospitality management

  • Start studying any time; study from anywhere and at your own pace
  • Highly qualified and experienced tutors
  • Make a career move - get a job, improve your prospects for advancement, start a business.

SUCCESS IN ACCOMMODATION MANAGEMENT
REQUIRES MANY DIFFERENT SKILLS
 
The most successful hotel managers have training, experience, networking (industry connections), communication and I.T. skills, personality, creativity, problem solving skills, awareness, attitude and more.
 
This course is different because it aims to nurture all of these things.

Lesson Structure

There are 9 lessons in this course:

  1. Introduction: Scope and Nature of Hotel Management
    • The Hotel Industry, The Scope of the Industry, The Firm in the Hotel and Catering Industry, Hotel Management, Planning, Policy
  2. Organisation of the Hotel Workplace
    • Organisation, The Nature and Purpose of Organisation, The Mechanistic View of Organisation, The Human Relations View of Organisation, The Systems Approach to Organisation, Organisation Structure, The Informal Structure, Hotel Organisation
  3. Staff Management in Hotels
    • Work Charts, Communication and Coordination, Staff Management, Monitoring Workloads and Work Procedures, Authority/Chain of Command, Career Structure.
  4. Control Systems
    • Sources and Storage of Information, Creating and Maintaining Information, Creating and Maintaining Control Systems, Types of Control, Production Control, Quality Control, Sales Control, Labour Utilisation Control, Materials Control, Maintenance Control, Financial Control, Setting Standards and Corrective Action, Work Study, Organisation and Methods
  5. Front Desk Management (Reception)
    • The Functions of the Front Office, Customer Service, Dealing with Grievances & Complaints, Understanding Communication, Conversation Development, Using the Telephone, Business Letters, Promotions and Customer Relations, Client Interpersonal Skills, Self Esteem & Reinforcement, etc.
  6. Servicing Rooms and General Cleaning
    • Service Equipment, Direct Purchase of Hire of Equipment, Linen: Purchase or Hire, Choice of Fabrics, Structure and Properties of Fibres, Linen Room Organisation.
  7. Building and Facility Maintenance
    • Daily, Periodic and Planned Preventative Maintenance, Frequent Maintenance Problems, Safety, Furniture, Fittings, Managing Maintenance, Building Maintenance, Toilets and Locker Rooms.
  8. Activities Management
    • Tour desk, gymnasium, events (eg. Weddings, balls etc), In house Services, Recreation Facilities, Guest Information Services, Swimming Pools, Spa & Sauna Facilities, Activities Management, Tourism.
  9. Food Service
    • Types of Food Service (eg. Room Service, Bar, Restaurant, Coffee Shop etc), Kitchen Design & Equipment, Service Facilities, Food Service Management, Food Purchasing, Dealing with Complaints.

Each lesson culminates in an assignment which is submitted to the school, marked by the school's tutors and returned to you with any relevant suggestions, comments, and if necessary, extra reading.

Aims

  • Understand the range of hotels in operation and their management policies
  • Understand management structures and the way in which the workplace is organised.
  • Otganise a team of professional staff together to ensure quality delivery of these services requires a tremendous amount of skill and organisation.
  • Gain an understanding of the complexity of hotel management consider the following areas of management:
  • Discuss the importance of maintaining an overall system of control within a hotel
  • Develop knowledge of the complexities and management issues relating to front desk operations.
  • Develop knowledge of equipment and understanding of linen available
  • Implement facilities management systems
  • Manage an activities service
  • Describe a range of food services offered in the hotel industry

What You Will Do

  • Interview a manager or senior staff at a local hotel to enquire about their set up and structured policies.
  • Find out about the organisational structure of either one department of the hotel, or the whole hotel.
  • Observe how managers give direction/orders/requests to staff.
  • Discuss the procedures which should be followed when creating and maintaining a budgetary control system.
  • Observe and evaluate the Front Desk management of a selected hotel, commenting on the style of communication used, efficiency of the staff and your suggestions for improvement.
  • Discuss room service and room standards (ie cleanliness, etc.) in hotels and other guest accommodation, with three different colleagues or friends to identify areas of concern.
  • Visit a hotel in order to develop a checklist for conducting maintenance inspections.
  • Compare guest services (including fitness and health services) fat two different hotels or chains in the same region
  • Compare the different food services (including range/scope of services, times of service, types of food and beverage, prices, and quality of serviced) at three hotels in the same area.

How to become a Hotel Manager




One common career path in this industry is through education, such as a qualification in hospitality or sometimes, in management. This can start you off with sound skills and knowledge that you can apply while gaining necessary experience. Another common career path is through experience: you can find work in any area of a hotel and work your way up by demonstrating your commitment, abilities and personal qualities. Surprisingly, many top hotel chains prefer people to work their way up at the hotel, as those people will be thoroughly trained in that hotel's ethic, standards and procedures. Therefore, you can start your career by starting with any job in a hotel, or by studying to gain at least basic hospitality skills, then proving yourself on the job - and be sure to let management know of your ambitions and your commitment.

To be successful in Hotel Management, you need more than just a good knowledge of the hotel industry. You need to develop excellent management, time management, interpersonal and research skills, and good interpersonal skills. A good hotel manager knows how to delegate, but always keeps a close eye on every aspect of the business and is always in touch with staff and guests.  To succeed in this career, you need to become a good communicator and to actively seek information about what's going on in the hotel, the industry, and in the wider society.

If you are building your career by working your way into a management position, you might begin with a low-paying job, but keep in mind that hoteliers and others in hospitality usually appreciate good, loyal and committed staff, and if you are persistent and a good employee, you can often advance to a well-paying position within a few years. Many such businesses prefer to promote existing staff, where possible, to create a loyal and knowledgeable workforce. If you are self-employed, you might find that much of your income goes into building and developing your business. It is not unusual to find owner/managers of hotels and other accommodation businesses living and eating at the establishment, even though they are making good profits. In many ways, the greatest remuneration for the owner comes from the wealth of mutually beneficial relationships, prestige and power this position brings.


As you build your career in this field, focus on developing and consistently reflecting a high degree of professionalism. Pay attention to your dress, hair, makeup (all of which should be understated, simple and neat) at all times; do your job (whatever it is) to the best of your ability at all times; be polite, respectful and truthful to colleagues, superiors and guests; be scrupulously honest; listen carefully, and do not be afraid to suggest improvements or to identify areas needing improvement; greet guests, colleagues and superiors by name where possible; and let the manager and/or owner know that you want to prove yourself and advance. Take every opportunity to learn and develop new skills, and to help out in other areas to gain further skills and exposure. Also, become informed. Keep track of what's happening in the hotel (such as what groups are arriving, special visitors, seasonal variations, or special events), and get to know the layout and sections of the hotel, and what is offered. This will help you identify advancement opportunities, direct guests to different parts of the hotel, and when you do speak to managers or the owner, you can show that you are interested in the business, and willing to learn. Never try to advance yourself by degenerating others.

There are also future opportunities to go in a different direction. With additional study you will be qualified to teach hospitality or hotel management at vocational colleges or secondary school.
 
Success in hotel management depends a great deal on good relationships, as others will often refer groups or guests to you and provide good word-of-mouth promotion for your business. Also, it allows you to be of service to others, to do favours (eg. offer special rates to a group or friends), increasing your business and their loyalty to you. Therefore, it is helpful to join some professional bodies or organisations, though not necessarily in hotel management. For instance, you might find it more useful to participate in a state or city tourism body, your local Chamber of Commerce or other entrepreneurial body, and some community organisations. Community organisations not only provide opportunities to contribute to the community and be seen as an active community member; they are often attended by people in all kinds of businesses with whom you can establish good relationships. On your way to becoming a hotel manager, you can benefit from participating in community organisations where you can establish contacts and pass the word about your availability and skills (this is a proven job-seeking strategy).


The best way to ensure that you meet insurance needs is to consult insurance experts, and other hotel managers or owners. Given the range of activities that may be involved, you will at least need good insurance cover against loss or damage (such as damage caused by guests), glass breakage, fire, electrical damage, loss of income, as well as public liability insurance (covering harm to guests), product liability insurance (against harm caused by food etc.)





 
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