Hotel Operations & Management
A Program teaching you to become proficient and knowledgeable in all aspects of hotel operations and management; about the key features of hotels, the main departments and their responsibilities, and how to provide good service to customers.
This Program aims to train men and women to be knowledgeable and professional in the operation and management of hotels, and in hotel positions. Hotel departments perform many operations which need trained, efficient staff to ensure guest satisfaction, and section leaders to control and guide them. Hotels vary in size, standard and type, and cater for guests with differing demands, which requires managerial understanding and skill. Hotels must be correctly and carefully marketed and promoted, and finances managed to avoid losses; all hotels are businesses with common functions and their prosperity and profitability requires managers with the skill and ability to ensure staff are effective, that guest needs are met, and that a quality service is provided. This Program covers all of these aspects and more.
(1) For the period 1st April to 30th June 2020, anyone enrolling for this Program will also be enrolled free for a Course on Leadership & Organisation;
(2) During the "Covid-19" (Corona) virus pandemic, Members may opt to take an Assignment (home-based course work) instead of an Examination to complete the Program.
- Summary of major topics
- What is included
- Related courses
- Study & Career development
Module 1 - Functions and Types of Hotels
- Hotel functions and types, ratings and categories.
- The various locations, sizes, standards, range and quality of facilities provided by hotels.
- Hotel businesses and the hotel industry.
- Types and categories of hotel guests and their motivations for travel and visiting hotels.
Module 2 - Hotel Products and Markets
- Hotel products: accommodation, food and beverages.
- Tangible and intangible features of hotel products, various services.
- Categories of travellers and hotel users and their features.
- The marketing of hotels and methods of selling hotel products; brochures, the internet, websites.
Module 3 - Hotel Organisation, Management and Staff
- Planning the provision of hotel services.
- The organisation and management structures of hotels, organisation charts.
- Recruitment and staffing in the hotel industry, responsibilities and requirements, training.
- Computerisation and computer systems in hotels.
Module 4 - The Hotel Reception: the Front Office
- Hotel front offices: the visitor's first impressions of the hotel.
- The decor, planning, positioning, arrangement and presentation of the reception.
- Duties of receptionists, personal qualities needed by receptionists.
- Reservations, reservation systems, guest registrations, check-in, room allocation.
Module 5 - The Hotel Reception: other Responsibilities
- Answering queries and providing information about the hotel and other matters.
- Dealing with guests’ complaints, satisfying customers; uniform staff and their duties.
- Guest billing, manual and computerised systems.
- Check-out, cashiering, payment methods.
Module 6 - Hotel Bedrooms and Bathrooms
- Guests’ requirements and expectations.
- Beds and bedrooms, furniture and equipment, fixtures.
- Decor, lighting, heating, cooling, air conditioning, fire safety.
- Bathrooms and en suite facilities.
Module 7 - Hotel Housekeeping
- The duties of the housekeeping department, organisation of the housekeeping department.
- The housekeeping supervisor and staff; work and responsibilities.
- Staff training, motivation equipment and stocks, servicing, linen, security
- Room inspections, room status systems.
Module 8 - Hotel Catering 1
- Meals and room rates which include meals.
- Menus: courses and dishes, table d’hote and la carte menus.
- Styles of service, service charges, taxes, cover charges.
- Types of catering outlets.
Module 9 - Hotel Catering 2
- Hotel catering: purchasing, suppliers, receipts of foodstuffs, control of costs.
- Storing and issuing foodstuffs, security and protection.
- Food preparation, hygiene issues and concerns, food outlets, catering.
- Kitchen staff, kitchen layout, hygiene.
Module 10 - Hotel Catering 3
- Food sales: hotel restaurants, their ambience, layout, decor, lighting.
- Types of menus, content, presentation, quality.
- Types of service, self-service, waiter service, plate, silver, gueridon.
- Restaurant staff, qualities, training, duties.
Module 11 - Beverages
- Types of hotel beverages, bar sales, bar types and locations, restaurant beverage sales.
- Alcoholic and non-alcoholic beverages, beverage sales control.
- Ordering, deliveries and storage of beverages.
- Room service, minibars.
Module 12 - Hotel Businesses
- Additional guest services, merchandising, concessionaires, licences.
- Financial accounts and accounting statements, hotel computer systems.
- The ownership of hotels, the need for profitability.
- Starting a hotel, a hotel as a small business.
WHAT IS INCLUDED IN THE MODEST CIC FEE
Your CIC Fee includes:-
- Your enrolment/registration with Cambridge International College, and your own high-quality, professionally produced and illustrated comprehensive International CIC Study & Training Publications.
- A detailed, professional ‘Study & Training Guide’ with full instructions on how to study to achieve success and gain top results. The Guide includes detailed advice on how to answer Self-Assessment Tests, Training Tests and Examinations.
- Self-Assessment Tests and Recommended Answers for them, and a Progress Chart.
- Two Progress/Training Tests (which can be used as ‘Past Papers/Questions’) with an optional Tutorial Support Service.
- The Final Examination** sat under Invigilation/Supervision in your own area - full details, guidance and explanation of how your Examination will be arranged and how Invigilation is conducted will be provided when you register. Note, CIC arranges Examinations in over a hundred countries worldwide for thousands of Members every year; it is a flexible, straightforward process and will be arranged when YOU are ready to write your Examination. **An Assignment Option is available instead of an Exam for the ‘Covid-19’ (Corona) virus period - currently until 30th June 2020.
- The prestigious Cambridge International College Diploma on successful completion of your Study & Training and on passing the Final Examination.
- Your personal page on CIC’s Member Services website with access to results, despatch details, advice and guidance, and more: www.cambridgeinternationalcollege.co.uk
- Regular information and news including: Newsletters with details of special offers and new Programs and much more; and Competition Forms; by email and post.
Everything needed for your Study & Training success is included in the CIC Fee.
- Further Study and Training Advice, and Assistance is available before, during and after CIC Study & Training; Members may ask CIC’s team of experienced Consultants for advice on further study and Programmes to improve career prospects and advancement.
- CIC’s experienced and helpful staff can assist with numerous special requests, such as reference/recommendation letters and transcripts, and more, by post and email.
This Program is ideal for men and women of all ages and experience who are already employed in hotel, hospitality or related jobs, and who are aiming to gain promotions or new jobs within the hotel industry. It will also assist men and women who are looking to enter this important career area. By covering a wide range of operational and managerial aspects of hotels it also provides important knowledge and understanding for advancement to managerial roles. The course also allows focus on a range of career opportunities both within and outside of hotels, as it covers communications, human resource, financial aspects and other areas; so becoming a specialist in a particular area of hotel management is also possible too. All countries, regions, towns, cities have hotels and hospitality businesses in place, so there are always career opportunities for trained individuals in this industry.
CIC also offers advancement in hotel management in both general and specialised areas, and such studies - at Diploma or advanced level - are good routes to higher studies with other regional and international educational establishments and universities.
There is a wide range of options for further study - see the "Related Courses" section for suggestions - which include Honours Diplomas, ABA & Baccalaureate Programmes, and the 'Double Award' EBA & BBA Bachelor degree Programme. You are welcome to ask the College for advice, and of course you can see details of these Programmes on this website.
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Duration & Assessments
The Study Period is one year (12 months) but this is flexible; the Diploma can be completed in a shorter period, or you can take longer if necessary.READ MORE »
To gain your Diploma you need to sit and pass an Examination** (based entirely upon the contents of the Study Materials provided to you in your Program Fee). Full and clear details about preparing for and sitting the Exam are provided to you, including in your Study & Training Guide, when you enrol. The clear information explains when, where and how your Examination will be arranged - it is a simple and straightforward process, which hundreds of thousands of other Members have successfully gone through. If you study well and follow the advice in the CIC Study & Training Guide you should be able to achieve high marks and good grades - and obtain your prestigious International Diploma!
**An Assignment Option is available instead of an Exam for the ‘Covid-19’ (Corona) virus period - currently until 30th June 2020.
(See the College Prospectus, or the “Frequently Asked Questions” section on the “Contact Us” page of this website, if you would like more information.)
An international accredited qualification for professional development and career success showing you have substantial skills, competence and knowledge.