Course Details

This course is appropriate for a wide range of professionals but not limited to:

• Hotel and Resort Managers
• Front Office and Guest Relations Staff
• Food & Beverage Supervisors and Restaurant Managers
• Housekeeping and Operations Personnel
• Event and Banquet Coordinators
• Anyone aspiring to build a career in hospitality and hotel management

• Expert-led sessions with dynamic visual aids
• Comprehensive course manual to support practical application and reinforcement
• Interactive discussions addressing participants’ real-world projects and challenges
• Insightful case studies and proven best practices to enhance learning

By the end of this course, participants should be able to:

• Understand the fundamentals of hospitality and hotel operations
• Manage front office, housekeeping, and food & beverage functions effectively
• Deliver excellent guest experiences and manage customer relationships
• Apply leadership and teamwork principles in hotel operations
• Implement service standards, safety, and quality procedures
• Utilize technology and innovation to improve operational efficiency

DAY 1

Introduction to Hospitality and Hotel Operations

• Welcome and Introduction
• Pre-Test
• Overview of the Global Hospitality and Tourism Industry
• Structure and Functions of Hotel Departments
• Key Principles of Hotel Management
• Understanding the Guest Journey and Expectations
• Service Culture and Brand Standards
• The Role of the Manager in Service Delivery

DAY 2

Front Office and Guest Relations Management

• Front Office Organization and Operations
• Reservations, Check-In, and Check-Out Procedures
• Guest Services and Concierge Functions
• Handling Guest Complaints and Service Recovery
• Communication and Customer Care Skills
• Effective Use of Property Management Systems (PMS)
• Enhancing the Guest Experience Through Personalization

DAY 3

Housekeeping and Food & Beverage Operations

• Role of Housekeeping in Guest Satisfaction
• Cleaning Standards, Linen Management, and Room Inspection
• Food and Beverage Department Structure and Functions
• Menu Planning, Cost Control, and Service Styles
• Restaurant and Banquet Management
• Coordination Between Departments for Seamless Operations
• Hygiene, Sanitation, and Quality Control

DAY 4

Leadership, Human Resources and Financial Management

• Leadership and Motivation in Hospitality Teams
• Workforce Planning and Staff Training
• Performance Evaluation and Feedback Systems
• Budgeting, Cost Control, and Revenue Management
• Key Performance Indicators (KPIs) in Hotels
• Marketing and Sales Strategies for the Hospitality Sector
• Sustainability and Environmental Practices in Hotels

DAY 5

Strategic Hospitality Management and Course Wrap-up

• Innovation and Technology in Hotel Management
• Digital Transformation and Smart Hotel Systems
• Crisis Management and Operational Risk Control
• Developing a Service Excellence Strategy
• Case Studies
• Post-Test
• Certificate Ceremony