Courses

Hospitality Management

A core strategic question in hospitality is ‘‘what business are we doing?’’. Giving hospitality and service can be differentiated in quantity and quality – which has been the more traditional differentiation strategy, marketed in the number of stars. Alternative differentiation dimensions can be e.g. design and themes or additional service functions, but, also as Lena Mossberg proposes, storytelling.

The storytelling hotel does not only deliver functional service according to the guests’ needs, but create an experience that is extraordinarily. This experience is beyond receiving luxury services because it seems to give the guest the adventure of taking part in an intriguing story – and this is, according to Mossberg, something that will be remembered and appreciated.

The topics that shall be discussed are but not limited to:

Hospitality Supervision

This course is designed to provide participants with the principles of supervision as they apply specifically to the hospitality industry.The main objective behind this course is to:

1. Describe the role of the supervisor in hospitality operation.
2. Describe the role of the supervisor and the management process.
3. Understand the importance of effective communication.
4. Apply techniques to develop and improve recruitment and selection skills.
5. Apply techniques to develop and improve skills in orienting and training.
6. Understand the importance of managing productivity and controlling labour costs.
7. Apply techniques to develop and enhance evaluating and coaching skills.
8. Apply techniques to develop and enhance an effective discipline program.
9. Understand special supervisory concerns
10. Apply techniques in team-building.
11. Understand strategies designed to increase employee motivation.
12. Apply techniques to manage conflict, including that between employees, between supervisor and employee, and between supervisor and boss.
13. Apply techniques to manage time effectively, including analyzing time, delegating, and using management tools such as to-do lists and weekly planning guides.
14. Understand the supervisory skills necessary to manage change.
15. Describe professional development and future trends.

Facility Management

Provides hospitality managers with information they will need to know to manage the physical plant of a hotel or restaurant and work effectively with the engineering and maintenance department. The main objective behind this course is to:

1. State the goals of maintenance management systems.
2. Describe the basic structure of water and wastewater systems.
3. Discuss the basic elements of human comfort and how HVAC systems affect this comfort.
4. Explain the importance of colour rendition, safety, and emergency lighting in lighting system design.
5. Explain factors in locating a laundry and selecting laundry equipment.
6. Describe special telephone services offered by hotels.
7. Outline how building design and maintenance affect safety.
8. Describe ways the hospitality industry can reduce the amount of solid waste it generates.
9. Discuss food service equipment maintenance.
10. Describe various ways to reduce guestroom energy costs.
11. Discuss typical utilities used in hospitality facilities.
12. Describe the structural features of a surface parking lot.
13. Discuss the hotel development process.
14. Discuss food service facility layout.
15. Distinguish among types of hotel renovation.

Contemporary Club Management

This course introduces participants to the world of private club management. There are chapters on club boards of directors, service excellence in clubs, leadership in club operations, quality management systems for clubs, strategic management in clubs, club marketing, managing human resources in clubs, food and beverage operations in clubs, club financial management, club computer systems, golf operations in clubs, and club fitness operations. The main objective behind this course is to:

1. Describe the nature and appeal of a private club, explain how private clubs are owned, and describe types of clubs.
2. Explain the board of directors' role in a private club, describe the board's size and makeup, and summarize issues connected with board member tenure, selection, and orientation.
3. Describe the role of service in private clubs, define "moments of truth," and summarize strategies for controlling service encounters.
4. Summarize nonverbal, oral, and written communication skills club managers should possess.
5. Explain how club managers can put together continuous-improvement teams at their clubs.
6. List and describe the steps in a strategic planning process for clubs.
7. Define "marketing research," describe types of marketing research and sources of marketing data.
8. Summarize major U.S. anti-discrimination laws that affect clubs.
9. Outline the organizational structure of club food and beverage operations.
10. Identify the fundamental features and functions of email and the World Wide Web and describe Internet applications for clubs.
    

Human Resource Management

This course presents a systematic approach to human resources management in the hospitality industry. Participants will analyze contemporary issues and practices, as well as the trends that will transform the way people are managed. The main objective behind this course is to:

1. Describe the basic scope and implications of major employment laws.
2. Discuss the techniques and applications of job analysis and job design.
3. Understand factors that affect labour supply and demand, and how to forecast labour supply and demand.
4. Summarize important considerations of internal and external recruiting.
5. Analyze common selection methods.
6. Identify techniques and approaches to employment interviewing.
7. Describe typical orientation and socialization programs.
8. Compare the advantages and disadvantages of several performance appraisal systems.
9. Outline basic considerations of compensation administration, such as determining pay scales.
10. Evaluate the effectiveness of various individual and group incentive programs.
11. Specify the major mandatory, voluntary, and optional benefits employers may provide for employees.
12. Describe the process and possible outcomes of the collective bargaining process
13. Summarize causes of and prescriptions for employee turnover.
14. Compare common approaches to employee discipline and understand possible consequences of each.
15. Provide guidelines for employee discharge and termination.
16. Understand the history, philosophy, and other basics of social responsibility programs.
17. Describe the foundations of ethics in the hospitality industry.