Hospitality Management Specialist  

Hospitality Management Specialist

440 Hours/12 Months/Instructor Supported

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.

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.

Do you want to enhance your business management skills? Are you interested in working toward a career as a business development specialist or in one of many other exciting careers in business?

Whether you already work as a business development specialist or want to improve your business management skills, this distance learning course can help you learn quality business skills that could lead to one of many money-making careers in business.

Our business management course offers comprehensive training in many important management areas, including:

• Business management skills
• Business organization and systems
• Managing globally
• Planning and strategy
• Fundamentals of decision making
• Organizational design
• Managing human resources
• Work motivation
• Dynamics of leadership
• Managing work teams
• Cultural diversity and much more.

The Hospitality Management Specialist program includes 3 courses:

• Hospitality: An Introduction
• Managing Quality Service in Hospitality
• Business Management

Course Outline:

Hospitality: An Introduction

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 in Hospitality

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

Business Management Module 1
An Overview of Management

• Managing in a Dynamic Environment
• Managers and Management
• What Managers Do
• Managerial Competencies
• Traditional Viewpoint of Management
• Behavioral Viewpoint of Management
• Teamwork Competency
• Systems Concepts
• The Quality Control Process

Business Management Module 2
Managing the Environment

• Competitive Forces in an Industry
• Political – Legal Forces
• Managing Globally
• Cultural Forces
• Strategies for International Business
• Entrepreneurship
• Attributes of Successful Entrepreneurs
• Planning Essentials for Entrepreneurs
• Shaping Ethical Conduct
• Making Ethical Judgments
• Stakeholders Social Responsibility

Business Management Module 3
Planning and Control

• The Planning Function
• Two Types of Planning
• Degree of Diversification and Planning
• Fundamentals of Decision Making
• Decision Making Conditions
• Models of Decision Making
• Fostering Knowledge Management
• Fostering Creativity
• Fostering Quality
• Preventive and Corrective Controls
• Controlling an Organization
• Corporate Governance

Business Management Module 4
Managerial Organizing

• Organizational Design
• Differentiation and Integration
• Vertical & Horizontal Design
• Organizational Integration
• Planning for Organizational Change
• Implementing Change
• Strategic Importance of Innovation
• Managing Human Resources
• Legal and Regulatory Environment
• Hiring Personnel
• Training and Development of the Workforce
• Performance Appraisals
• Understanding Compensation

Business Management Module 5
Leadership, Part 1

• Work Motivation and Satisfaction
• Setting Goals
• Offering Incentives and Rewards
• Psychological States in Job Satisfaction
• Treating People Fairly
• Dynamics of Leadership
• Personal Characteristics of Effective Leaders
• Types of Leadership Styles
• Organizational Communication
• Hurdles to Effective Communication
• Fostering Effective Communication
• Ethical Issues in Communication

Business Management Module 6
Leadership, Part 2

• Managing Work Teams
• Types of Work Teams
• Teamwork Effectiveness
• Internal Team Process
• Diagnosing the Causes of Poor Team Performance
• The Elements of a Culture
• Basic Types of Organizational Cultures
• Subcultures within Organizations
• Managing Cultural Diversity

Materials Included:

• Hospitality: An Introduction by Kaye Chon & Thomas Maier
• Managing Quality Service in Hospitality by Robert C. Ford, Michael C. Sturman & Cherrill P. Heaton
• Managing: A Competency-Based Approach by Don Hellriegel, Susan E. Jackson, John W. Slocum

System Requirements:

Internet Access

• Broadband or high-speed internet access is required. Broadband includes DSL, cable, and wireless connections.
• Dial-Up internet connections will result in a diminished online experience. Moodle pages may load slowly and viewing large audio and video files may not be possible.

Hardware

• Windows hardware configurations and processors are acceptable.
• Mac computers MUST have Microsoft Window Operating Systems over Bootcamp (Bootcamp is a free download from Apple's website).
• 1 GB RAM recommended
• Software
• Operating Systems
• Windows XP or Vista and Mac OS X 10 and higher with Windows
• Web Browsers
• Google Chrome
• Safari, Internet Explorer & FireFox are not currently recommended as they cannot display certain Moodle editing menus for both students and instructors
• Adobe PDF Reader
• Media Plug-ins (These may be required depending on your course media-click on the links below to download the latest versions)
• Adobe Flash Player
• Adobe Acrobat Reader
• Apple Quicktime
• Windows Media Player
• Real Player
• PowerPoint Viewer (use this if you don't have PowerPoint)

**Outlines are subject to change, as courses are always under improvement for your benefit.**