HoteI hanagement - TP202

A CAREER IN HOTEL MANAGEMENT &

HOSPITALITY GIVES YOU THE OPTION TO
WORK ANYWHERE IN THE WORLD!

Whether you just want to expand your knowledge, or want to move into a hotel
management career, this course provides a solid Ioundation Ior you to get ahead within
the hospitality industry. Discover ALL aspects oI hotel management and how to
organize and manage the various sections within a hotel, resort, or similiar Iacility.
This is a broad based and basic training to work in hospitality, accommodation, hotels, motels or resorts. It's a popular and
substantial starting point Ior anyone in the hotel industry.
Duration: 100 hours
COURSE STRUCTURE
There are 9 lessons as Iollows:
1. Introduction: Scope and Nature oI Hotel Management
O Role oI the hotel Industry
O ClassiIying diIIerent Types oI Hotels
O Accommodation ClassiIication and Rating Schemes (eg. Star
system,
O Scope oI Industry
O Accommodation Products
O Role oI the Accommodation Manager
O The Client
O Scale .Size oI Establishment
O Economy oI Scale
O Growth
O Why Hotels May Wish to Expand
O Risk Spreading
O Franchising
O Hotel Management Semantics
O Planning
O Objectives and Goals
O Types oI Plans
O Policy; types, determination and sources
O Strategy
2. Organisation oI the Hotel Workplace
O Introduction
O Organisation oI land, labour, capital
O Nature and Purpose oI Organisation
O Mechanistic View oI Organisation
O Human Relations View oI Organisation
O Systems Approach to Organisation
O Organisation Structure in Hotels
O InIormal Structure
O Hotel Organisation; Front OIIice, Maintenance, Housekeeping, etc.
O Organising the Housekeeping Department
O Organising the Maintenance Department
O Organising the Front OIIice
O The Provision oI Accommodation
O Planning
3. StaII Management in Hotels
O Areas oI Management
O Food and Beverage Management
O Managing Front OIIice Operations
O Housekeeping Management
O Human Resources
O Supervision
O Marketing and Sales
O Accounting and Finance
O General Management
O Quality Leadership & Management
O Understanding Hospitality Law
O Charting relationships between people working together
O Line Relationships
O Line and StaII Relationships
O Function or Specialist Relationships
O Project Organisation Structure
O Communication and Coordination
O StaII Management
O The Personnel Function
O Objectives oI Personnel Management
O Scope oI Personnel Management
O Leadership
O StaII Motivation
O Authority
O Career Development
4. Control Systems
O Sources and Storage oI InIormation; internal and external
O Creating and Maintaining InIormation
O What to Measure
O Interpretation
O Selectivity
O Accountability and Controllability
O Creating Control Systems
O Maintenance oI Control Systems
O Types oI Control;
O Production control
O Quality control
O Sales control
O Labour utilisation control
O Materials control
O Maintenance control
O Financial control
O Budgeting
O Setting Standards Ior Corrective Action
O Work Study
5. Front Desk Management (Reception)
O Introduction
O Front OIIice Functions
O Reservation Systems
O Reservation Procedures
O Cancellation Procedure
O No Show procedure
O Registration oI Guests
O SaIe Deposits
O Control oI Accounts
O Payment Methods
O Customer Service
O Customer SatisIaction
O Dealing with Grievances and Complaints
O Communication methods and Skills
O Questioning Skills
O Communication Barriers
O Developing Conversation
O Using a telephone
O Writing Letters
6. Servicing Rooms and General Cleaning
O Scope and Nature oI Housekeeping
O Service Equipment
O Hire or Purchase oI Equipment
O Linen; purchase or hire
O Advantages and disadvantages oI hire
O Choosing Fabrics
O Comparing Fabric Qualities
O ClassiIication oI Fabrics; natural and man made
O Fabric Flammability
O Linen Room Organisation
O Linen Room StaII
O Environmental Considerations in Hotel Management
O Workplace Health and SaIety
O Advertising Sustainability
7. Building and Facility Maintenance
O Expertise required
O Maintenance Scope and Nature
O Service Agreements; liIts, boilers, electrical, etc.
O Maintenance Records
O Daily, Periodic and Preventative Maintenance
O Frequent Maintenance Problems; Dampness, Faulty RooIs, gutters, down pipes, Water pipes, Condensation
O Electrical Problems
O SaIety
O Furniture Maintenance
O Maintaining Fittings
O Managing Maintenance
O Maintenance Checklists
O Equipment Cleaning
O Building Maintenance, general tasks
O Health and SaIety Maintenance
O Repairs
O Toilets and Locker Rooms
8. Activities Management
O Introduction
O In House Services
O Tour Desk
O Guest InIormation Services
O Leisure Facilities
O Health Clubs
O Gymnasiums; equipment, layout, maintenance, repairs, over use,
etc
O Managing Exercise Programs; classes, screening participants,
O Managing Swimming, Spa and Sauna Facilities
O Pool and Spa Maintenance
O Sauna and Steam Room Maintenance
O Common Pool Problems
O Scope oI Leisure Activities
O Children`s Play Program Activities
O Planning Recreation Activities
O Hints Ior Leading Activities
O Tourism Services in Hotels
O Scope oI Tourism Services
9. Food Service
O Scope oI Food service
O Types oI Food Service; Room Service, Bar, Lobby, CoIIee Shop, Restaurant
O Kitchen Design
O Kitchen Equipment
O Criteria Ior Selecting Kitchen Equipment
O Equipment Inventory
O Reception
O Storage
O Food Preparation
O Cooking
O Service Facilities
O Cleaning
O Waste Disposal
O Food Service Management
O Menu and Production Planning
O Division oI Food Service Activities
O Management and Supervision
O Kitchen Production Methods; Table d`Hote, A la Carte, Call Order, etc
O Waiting Skills, Carrying plates, Holding a service spoon and Iork, Using a Silver Salver, Carrying glasses, etc
O Waiter interaction with staII and customers
O The Menu
O Types oI Menu
O Beverage Lists
O Non Alcoholic Drinks
O Food Purchasing
O Storing Vegetables
O Food Preservation
O Dairy Products

COURSE AIMS
On successIul completion oI the course you should be able to do the Iollowing:
O To understand the range oI hotels in operation and their management policies
O To understand management structures and the way in which the workplace is organised.
O To draw a team oI proIessional staII together to ensure quality delivery oI these services requires a tremendous amount
oI skill and organisation.
O To gain an understanding oI the complexity oI hotel management consider the Iollowing areas oI management:
O To understand the importance oI maintaining an overall system oI control within a hotel
O To develop knowledge oI the complexities and management issues relating to Iront desk operations.
O To develop knowledge oI equipment and understanding oI linen available
O To implement Iacilities management systems
O To implement and manage an activities service
O To understand a range oI Iood services oIIered in the hotel industry

A1 1IS COURSE COJERS
Here are just some oI the things you will be doing:
O Interview a manager or senior staII at a local hotel to enquire about their set up and structured policies.
O Find out about the organisational structure oI either one department oI the hotel, or the whole hotel.
O Observe how managers give direction/orders/requests to staII.
O Discuss the procedures which should be Iollowed when creating and maintaining a budgetary control system.
O Observe and evaluate the Front Desk management oI a selected hotel, commenting on the style oI communication used,
eIIiciency oI the staII and your suggestions Ior improvement.
O Discuss room service and room standards (ie cleanliness, etc.) in hotels and other guest accommodation, with three
diIIerent colleagues or Iriends to identiIy areas oI concern.
O Visit a hotel in order to develop a checklist Ior conducting maintenance inspections.
O Compare guest services (including Iitness and health services) Iat
two diIIerent hotels or chains in the same region
O Compare the diIIerent Iood services (including range/scope oI
services, times oI service, types oI Iood and beverage, prices, and
quality oI serviced) at three hotels in the same area.

Extract from Course:
ront Desk
As in all business the Iront desk or reception is the window to an accommodation business. The customer`s overall impression oI
a hotel will be Iormulated by the way in which they are received at the Iront desk.
A Iront desk operator needs to be enthusiastic and enjoy working with the public, tactIul and courteous, proIessional and mature,
and able to manage stress well. Also have good communication and people-skills, be well-organized and responsible.
Duties and responsibilities vary depending on the hotel but usually include:
O Assign Rooms
O Assign guests service attendants and escorts as applicable
O Answer questions re hotel services
O Accept and conIirm reservations usually computerised
O Answer telephones and correspondence
O Deal with daily administration paperwork i.e. guest accounts, receipts and vouchers
O Handle internet booking
It is the responsibility oI management to ensure that the Iront desk operator has the correct up-date knowledge and training
required oI this position.
HouseKeeping
The basic housekeeping Iunction is to prepare guest rooms Ior occupation, aIter a previous occupant has leIt, and to service the
rooms. Housekeeping is usually also responsible Ior cleaning public areas oI the hotel, though some hotels use other staII Ior this
Iunction. The appearance, state and location oI the rooms are oI central concern to most guests, who usually spend around 1/3 oI
their stay in their rooms. ThereIore, hotels give special attention to achieving a pleasing decor that will have general or broad
appeal, but not consume too much oI the hotel`s budget. ThereIore, Iurniture, linen, curtains and other room supplies must be
durable and suIIiciently attractive.
Most times, the Housekeeping department is responsible Ior servicing guest room, and these services can include handling guest
laundry, baby sitting, room service, and special services required by guest. Housekeeping services might also include tending
Iloral arrangements, providing return or special guest with Iresh Iruit or Ilowers, providing Iirst aid, handling lost property. This
puts housekeeping staII in Irequent contact with guests, and in this way as well, an important part oI customer service. In some
countries, housekeeping staII (and indeed, all service personnel) are expected to be more or less invisible`, and not to interact
with guests unless required, so as to respect guest privacy, and their special status as guests. In other countries, housekeeping
staII are encourage to greet guests as they pass, to smile, and to tend to guests more personally. Either way, housekeeping staII
are a critical and valuable component oI the hotel, and the smooth operation oI diIIerent areas oI the hotel centres around their
contribution.
In general, housekeeping departments are managed by separate managers. In some hotels, these managers are people who have
worked in diIIerent capacities in the housekeeping department, which gives them a deeper appreciation oI what needs to be done
and how many staII, and how much time, are needed to achieve them. Housekeeping must be kept inIormed oI bookings and
projected occupation rates in order to coordinate its activities so that rooms are cleaned and ready Ior occupancy when needed. In
all cases, though, the housekeeping department is in almost continual communication with the Iront oIIice, and may interact
closely with other departments such as maintenance, quality control, sales and marketing.
The main records kept by housekeeping are:
O Arrival and departure lists
O NotiIications Irom Iront oIIicer
O Housekeeping`s own room status report
O Records oI the other serviced provided by housekeeping
O Supply and store room records
O Housekeeping staIIing schedules.

Why Choose This Course
O Course notes and materials are unique (written by our staII) and up to date (most revised annually) our graduates are
more up to date with what they learn than many other institutions.
O We don`t just present you with inIormation; we also work to help you understand and remember it, develop an ability
to apply it in the real world, and build networks with others who work in this Iield.
O Start any time, study at your own pace, study Irom anywhere
O Don`t waste time and money traveling to and Irom classes
O More choices in your assignment work courses are written to allow you more options to Iocus on parts oI the subject
that are oI more interest to you.
O Tutors more accessible than many colleges academics are hard at work in both the UK and Australia, 5 days a week,
16 hours a day, and answering individual queries Irom students are top priority and always attended to within a day
oIten within an hour.
O Be treated like an individual don`t get lost in a crowd oI other students. Our tutors interact with you one to one.
O Extra help at no extra cost where needed.. II you Iind a task you can`t do, we will help you through it or give you
another option.
O Support aIter graduation We will advise on getting work, starting a business, putting a CV together. We will promote
students and their businesses through our extensive proIile on the internet. Any graduate who asks will be helped.
How You Study
O When you enroll, we send you an email that explains it all.
O You are given a short orientation video to watch, where our principal introduces you to how the course works, and how
you can access all sorts oI support services
O You are either given access to your course online, or sent a CD or course materials through the mail (or by courier).
O You work through lessons one by one. Each lesson has at least Iour parts:
4 An aim -which tells you what you should be achieving in the lesson
4 Reading -notes written and regularly revised by our academic staII
4 Set Task(s) -These are practicals, research or other experiential learning tasks that strengthen and add to what
you have been reading
4 Assignment -By answering questions, submitting them to a tutor, then getting Ieedback Irom the tutor, you
conIirm that you are on the right track, but more than that, you are guided to consider what you have been
studying in diIIerent ways, broadening your perspective and reinIorcing what you are learning about
4 Other - Your work in a course rarely stops at just the above Iour parts. DiIIerent courses and diIIerent
students will need Iurther learning experiences. Your set task or assignment may lead to other things,
interacting with tutors or people in industry, reviewing additional reIerence materials or something else. We
treat every student as an individual and supplement their learning needs as the occasion requires.
O You are given access to and encouraged to use a range oI supplementary services including an online student room,
including online library; student bookshop, newsletters, social media etc.
O You are provided with a "student manual" which you can reIer to iI and when needed. It provides a quick solution to
most problems that might occur (some people never need to use this; but iI you are studying late at night & have a
problem, the manual provides a Iirst port oI call that can oIten get you moving again).
Recognition
O ACS is known and highly respected internationally: by employers and academics alike:
O Recognised by International Accreditation and Recognition Council
O ACS has been training people around the world since 1979
O Over 100,000 have now studied ACS courses, across more than 150 countries
O Formal aIIiliations with colleges in Iive countries
O A Iaculty oI over 40 internationally renowned academics books written by our staII used by universities and colleges
around the world.