The course begins by taking a journey through the contemporary hospitality landscape, discussing the functions, objectives and importance of the sector. Key hotel departments and their responsibilities are also discussed, alongside several primary job titles in hospitality and their corresponding job descriptions.

Candidates then consider the duties of the hotel front desk, along with the main responsibilities of the reception manager. Tasks such as generating occupancy reports, making reservations and managing bookings are discussed, along with the accountancy duties performed by front office staff.

An introduction to housekeeping, security and engineering in a hotel setting follows, and how each of them plays a major role in the day-to-day upkeep of the business. Duties and responsibilities of personnel at a variety of levels are discussed, along with the potential pros and cons of outsourcing over permanent hiring.

Module Four turns attention to the bar and restaurant area of the hotel, discussing how to accurately assess guest expectations and ensure they are met. Restaurant layout and design considerations are discussed, alongside creating restaurant and bar menus, developing an appropriate pricing structure and the use of IT systems in F&B management.

A step-by-step guide to the hospitality hiring process follows, including tips and guidelines for more effective recruitment and selection. Candidates learn how to conduct professional screening interviews, secure the attention of quality recruits and ensure induction programmes provide newcomers with the best possible start.

Module Six discusses how training and development should always be approached as a continuous process for the benefit of the business and its workforce. Identifying employee training requirements, selecting the most appropriate type of training and measuring the effectiveness of training programs are also covered.

Human resource management in the hospitality trade is then discussed, highlighting the importance of confident leadership and maintaining workplace motivation. Several major HR management requirements in a hotel setting and the personnel who take responsibility for them are presented and discussed.

Learners then study the art of dealing with difficult people diplomatically and defusing challenging situations pragmatically. The importance of confident conflict resolution skills is also discussed, alongside communication as the main factor in bringing tense situations under control.

Logistics and transportation in the hospitality sector are then examined, highlighting the main advantages and disadvantages of the main modes of transportation. The evolution of transportation in the hospitality and travel trade is also touched upon, along with its ongoing impact on the sector.

Customer feedback as an invaluable business improvement tool is discussed in Module 10, outlining several techniques and activities for collecting comments and suggestions. The importance of accurately monitoring customer satisfaction and loyalty is also discussed, along with the hidden value in every negative comment.

The value of highly developed communication skills is then examined, along with the contribution communication makes to successful business operations. Candidates learn how to create and implement a strategy for improved communication, placing equally heavy emphasis on internal and external communications.

Quality control in the hospitality sector is then discussed, presenting the various factors considered when hotels are awarded Star Ratings. The ‘Five Dimensions of Service’ model is examined in-depth, along with a series of statutory obligations all hotel and hospitality businesses are legally required to comply with.

Module 13 discusses the importance of engaging and impactful marketing for hotel businesses, along with the main differences between marketing and advertising. A step-by-step guide to creating a professional marketing plan is provided, along with how to successfully market a hotel business as a product.

Interdepartmental communication management follows in Module 14, highlighting the importance of seamless collaborations between all hotel departments. The duties and responsibilities of leadership personnel in ensuring good interdepartmental communication are also discussed.

In the final module, candidates learn how to perform a series of essential front desk and back office accountancy tasks. The use of various folios in hotel accountancy is discussed, alongside profit and loss accounts, working capital and more.