BTR202 Hotel Management

Start your Hospitality Career Here

Do you want to take the next step in your career ? Or expand your current hospitality skills? This course can help you get there! For a successful career in the Hotel Management industry, you must:

understand the nature and structure of the hospitality industry
be aware of the contemporary issues relevant to the industry
develop generic business skills that are required in today’s business environment (eg. Communication, management, marketing, planning)

You will learn about all aspects of managing a hotel and the sections within it. Find out how to organize staff to work efficiently and effectively as a team. Learn about managing areas such as foodservice, front desk, building & maintenance, servicing rooms, activities and staff. This course provides a very solid foundation for anyone in the hotel industry.
A broad based and basic training to work in hospitality, accommodation, hotels, motels or resorts. A popular and substantial starting point for anyone in the hotel industry,

Lesson Structure

There are 8 lessons in this course:

Introduction: Scope and Nature of Hotel Management
Role of the hotel Industry
Classifying different Types of Hotels
Accomodation Classification and Rating Schemes (eg. Star system,
Scope of Industry
Accomodation Products
Role of the Accomodation Manager
The Client
Scale; Size of Establishment
Economy of Scale
Growth
Why Hotels May Wish to Expand
Risk Spreading
Franchising
Hotel Management Semantics
Planning
Objectives and Goals
Types of Plans
Policy; types, determination and sources
Strategy
Organisation of the Hotel Workplace
Introduction
Organisation of land, labour, capital
Nature and Purpose of Organisation
Mechanistic View of Organisation
Human Relations View of Organisation
Systems Approach to Organisation
Organisation Structure in Hotels
Informal Structure
Hotel Organisation; Front Office, Maintenance, Housekeeping, etc.
Organising the Housekeeping Department
Organising the Maintenance Department
Organising the Front Office
The Provision of Accomadation
Planning
Staff Management in Hotels
Areas of Management
Food and Beverage Management
Managing Front Office Operations
Housekeeping Management
Human Resources
Supervision
Marketing and Sales
Accounting and Finance
General Management
Quality Leadership & Management
Understanding Hospitality Law
Charting relationships between people working together
Line Relationships
Line and Staff Relationships
Function or Specialist Relationships
Project Organisation Structure
Communication and Coordination
Staff Management
The Personnel Function
Objectives of Personnel Management
Scope of Personnel Management
Leadership
Staff Motivation
Authority
Career Development
Control Systems
Sources and Storage of Information; internal and external
Creating and Maintaining Information
What to Measure
Interpretation
Selectivity
Accountability and Controlability
Creating Control Systems
Maintenance of Control Systems
Types of Control
Production control
Quality control
Sales control
Labour utilisation control
Materials control
Maintenance control
Financial control
Budgeting
Setting Standards for Corrective Action
Work Study
Front Desk Management (Reception)
Introduction
Front Office Functions
Reservation Systems
Reservation Procedures
Cancelation Procedure
No Show procedure
Registration of Guests
Safe Deposits
Control of Accounts
Payment Methods
Customer Service
Customer Satisfaction
Dealing with Grievences and Complaints
Communication methods and Skills
Questioning Skills
Communication Barriers
Developing Conversation
Servicing Rooms and General Cleaning
Scope and Nature of Housekeeping
Service Equipment
Hire or Purchase of Equipment
Linen; purchase or hire
Advantages and disadvantages of hire
Choosing Fabrics
Comparing Fabric Qualities
Classification of Fabrics; natural and man made
Fabric Flammability
Linen Room Organisation
Linen Room Staff
Environmental Considerations in Hotel Management
Workplace Health and Safety
Advertising Sustainability
Building and Facility Maintenance
Expertise required
Maintenance Scope and Nature
Service Agreements; lifts, boilers, electrical, etc.
Maintenance Records
Daily, Periodic and Preventative Maintenance
Frequent Maintenance Problems; Dampness, Faulty Roofs, gutters, downpipes, Wate pipes, Condensation
Electrical Problems
Safety
Furniture Maintenance
Maintaining Fittings
Managing Maintenance
Maintenance Checklists
Equipment Cleaning
Building Maintenance, general tasks
Health and Safety Maintenance
Repairs
Toilets and Locker Rooms
Activities Management
Tour desk
Gymnasium
Events (eg. Weddings, balls etc)
In house Services, Recreation Facilities,
Guest Information Services, Swimming Pools, Spa & Sauna Facilities
Activities Management, Tourism.
Food Service
Types of Food Service (eg. Room Service, Bar, Restaurant, Coffee Shop etc)
Kitchen Design & Equipment
Service Facilities
Food Service Management
Food Purchasing
Dealing with Complaints.

Each lesson culminates in an assignment which is submitted to the school, marked by the school's tutors and returned to you with any relevant suggestions, comments, and if necessary, extra reading.
Aims

Describe the range of hotels in operation and their management policies
Explain management structures and the way in which the workplace is organised.
To draw a team of professional staff together to ensure quality delivery of these services requires a tremendous amount of skill and organisation.
To gain an understanding of the complexity of hotel management consider the following areas of management:
To understand the importance of maintaining an overall system of control within a hotel
To develop knowledge of the complexities and management issues relating to front desk operations.
To develop knowledge of equipment and understanding of linen available
To implement facilities management systems
To implement and manage an activities service
To understand a range of food services offered in the hotel industry

What You Will Do

Interview a manager or senior staff at a local hotel to enquire about their set up and structured policies.
Find out about the organisational structure of either one department of the hotel, or the whole hotel.
Observe how managers give direction/orders/requests to staff.
Discuss the procedures which should be followed when creating and maintaining a budgetary control system.
Observe and evaluate the Front Desk management of a selected hotel, commenting on the style of communication used, efficiency of the staff and your suggestions for improvement.
Discuss room service and room standards (ie cleanliness, etc.) in hotels and other guest accommodation, with three different colleagues or friends to identify areas of concern.
Visit a hotel in order to develop a checklist for conducting maintenance inspections.
Compare guest services (including fitness and health services) fat two different hotels or chains in the same region
Compare the different food services (including range/scope of services, times of service, types of food and beverage, prices, and quality of serviced) at three hotels in the same area.

THE HOTEL INDUSTRY

The role of the hotel industry stems from a long history and development in the field of hospitality provision. In many countries hotels have evolved as extensions of domestic hospitality; though typically they are more often larger establishments (particularly in developed countries)

Industry groups in different countries may define a hotel in different ways. A typical definition might be:

“A hotel is an establishment of a permanent nature, which consists of four or more bedrooms, and offers bed and breakfast on a short term contract and provides certain minimum standards”

THE SCOPE OF THE INDUSTRY

ACCOMMODATION

Throughout this section "accommodation" is interpreted in a wide context to include any premises where any of the housekeeping, reception, maintenance and cleaning services have to be provided on a larger scale than in a domestic dwelling. The establishment need not necessarily include sleeping accommodation.

In its simplest sense, accommodation is taken to be the provision of shelter, that is, four walls and a roof.

Thus accommodation management is taken to include:

The provision of accommodation to suit the purpose and the needs of the users.
The selling, marketing and promoting of accommodation.
The care, maintenance and security of the accommodation.
The care, well-being, satisfaction and comfort of the accommodation user.

The accommodation industry may classify establishments into two groups according to whether the aim is to make a profit, or purely work with the constraints of a budget and maintain a break-even situation.

Profit making establishments - such as hotels, restaurants, contract cleaning companies.
Non-profit making establishments - such as provincial hospitals, senior citizen's homes, student residences.

THE ROLE OF THE ACCOMMODATION MANAGER

The responsibilities of the accommodation manager will include some, or all of the following:

Assessing manpower requirements
Recruitment and selection of manpower
Induction and training of manpower
Deployment and scheduling of manpower
Supervision of manpower
Quality control
Inspection of premises
Developing standard methods for performing tasks
Increasing productivity
Welfare of personnel
Hygiene control
Pest control
Waste control
Selection and purchasing of supplies (cleaning agents, equipment, etc.)
Selection and purchasing of "linens" and soft furnishings
Selection and purchasing of all surfaces (floor coverings, wall coverings, furniture, etc)
Stores control
Linen control and laundering
Cleaning and maintenance of the premises and plant
Redecoration and up-grading schemes
Capital building projects
Interior design
Health, safety, fire and security arrangements
Care and welfare of the building user that is the client or personnel.

In certain types of establishments, such as hotels or conference centres, the accommodation manager may also be responsible for front office operations and conferences.

Accommodation management is a well established activity in certain types of operations (eg. hotels, hospitals and halls of residence. These all tend to have a well-defined organisation structure).

THE CLIENT

It must be remembered that the client, whether identified as a customer, guest, patient, student or visitor, is of the utmost importance because the premises and services are provided for his or her benefit.

In some operations, where the management of the accommodation is not the main purpose of the operation, for instance, in a hospital or a school, it is easy to lose sight of the fact that a service, which is secondary to the main purpose, is being provided for the benefit of the building user, for example, the patient, with whom the manager of that service does not usually have direct contact.

The health, safety, welfare and comfort of the client are of the greatest importance.

The Educational Academy has been established to meet the developmental needs of a changing society in a global economy.
The aim of the Educational Academy is to offer relevant, cost& time effective development programmes using a range of flexible delivery methods.
The courses are designed to grow individuals, both personally and professionally, to equip them for a fulfilling life and career.
The Educational Academy was the brainchild of Dr James Macaskill born from many years experience as an academic leader, researcher and consultant within the UK and globally.
In the current and future economic, technological and social environment it has become evident that personal development has become the key to both individual and global survival and growth.
Therefore it is imperative that the advantages offered by the digital age should be utilized to meet those needs in a flexible, relevant and cost effective way.
The Educational Academy meets that challenge.