Hotel and Sales Marketing Operations by nek57237


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									Certificate in Hotel Operations

The Certificate in Hotel Operations is awarded to students by University of Canada West
upon successful completion of the following ten courses:

100Introduction to Hospitality and Tourism
110Front Desk and Housekeeping Operations
120Management of Hospitality Service
130Management of Food Operations
140Management of Beverage Operations
150Introduction to Hotel Sales and Marketing
160Introduction to Hotel Computer Applications
180Introduction to Hotel Accounting
190Business Communications
200Hotel Operations Management

Certificate in Restaurant Management

The Certificate in Restaurant Management is awarded to students by University of Canada
West upon successful completion of the following ten courses:

100Introduction to Hospitality and Tourism
120Management of Hospitality Service
130Management of Food Operations
140Management of Beverage Operations
160Introduction to Hotel Computer Applications
180Introduction to Hotel Accounting
190Business Communications
210Food and Beverage Cost Controls
220Leadership in the Hospitality Industry
240Sales and Marketing Management

Individual Courses

Introduction to Hospitality and Tourism

Students are introduced to the various facets of the hospitality and tourism industries and discover how
they work together to form the world’s largest industry sector. Tourism, comprised of transportation,

accommodation, food and beverage and attractions is looked at from an historical perspective, the

current situation and the future outlook. The fundamentals of terminology and concept definition for the

hotel, attractions, restaurant, clubs, casinos and cruise ship sectors are discussed in detail. This course

acts as a cornerstone course for many of the other courses in the program.

Front Desk and Housekeeping Operations

The front desk is the nerve center of the hotel where guest satisfaction issues are handled. It is the first

impression that most guests have of the property as well as the last impression as they check out.

Students will explore the operating issues of this important area and become familiar with the terminology

and day-to-day activities of the front desk personnel.

Students examine the housekeeping function in a hotel as it relates to the various other operating

departments and impacts on overall guest satisfaction. Topics include: different types of lodging, human

resource issues, guestroom service standards and the relationship between housekeeping and

maintenance. The importance of housekeeping services and guest room amenity packages as a

competitive tool will be discussed.

Environmental issues as well as safety and security concerns will be covered.

Management of Hospitality Service

This course focuses on the psychology and philosophy of service in the hospitality industry. Students will

examine service theory and learn to determine those aspects of service that sets one establishment apart

from another. Emphasis is on the concept of customer relations from its broadest perspective and ways

these impact on the customer. Students will understand empowerment and the skills needed to manage

difficult customer service situations.

Management of Food Operations

This course will provide students with the theory behind basic food handling and production. Topics

covered include kitchen terminology and equipment, recipes and measurement analysis, safe food

handling and storage procedures. The course is designed to provide the student with a broad

understanding of the kitchen in order to better equip them as managers, to understand this key area of

the operation and to relate to the kitchen staff.

Management of Beverage Operations

Students are introduced to the principles and terminology associated with the management of beverage

operations. The emphasis of the course is on management, however students will learn the basics of
preparing and serving alcoholic beverages, proper wine service and the physical characteristics of the


Introduction to Hotel Sales and Marketing

Students are introduced to the terminology and principles of marketing in a hotel environment. Hotel

industry examples will be used to overview the fundamental areas of marketing: advertising; sales;

promotion; public relations; pricing; packaging and distribution channels.

Introduction to Hotel Computer Applications

Students are taught the use of computer applications common in the hotel industry. Topics include:

hardware and software; data processing systems; input-output devices; storage devices and popular

point of sale and property management systems. Students will learn and use word processing software

such as Microsoft Word and spread sheet programs such as Excel.

Introduction to Hotel Accounting

Students are introduced to the terminology, concepts and principles of hotel accounting. Students will

learn to prepare, interpret and analyze financial statements. Topics include: the accounting cycle, the

uniform system of accounts for the lodging industry, accounting as an information system, introduction to

accounting theory, income measurement, hotel record keeping procedures, journals, ledgers, cash

control, investments and balance sheet equations, receivables, inventories and liabilities.

Business Communications

This course focuses on the written communication skills that are required for management in the hotel

industry. Topics include: writing memos, letters and formal reports as well as preparing for presentations

and meetings. Students will learn the communication techniques necessary for successful management

in the hotel industry.

Hotel Operations Management

Students learn how the operating and non-operating departments in a hotel work together to cater to the

guest. Topics include the different types of lodging, functions of the various departments within a lodging

operation, human resource issues as they relate to operations, trends in guest service and the role that

operations plays in the competitive position of the property.

Food and Beverage Cost Controls

Students will learn the principles and procedures required for an effective food, beverage and labour cost
control system in the hotel industry. The course covers: internal controls, computer applications for

control, food and beverage costing, pricing methods and labor cost analysis.

Leadership in the Hospitality Industry

Leadership in the hotel industry is similar to leadership in any industry. What actually is of prime

importance is the effectiveness of the leader. The course begins with an introduction to the term

"leadership" and what leadership actually means. It then moves on to look at various theories and styles

of leadership in order to help the student adapt a leadership style that is appropriate.

Casino Management

Students are introduced to the terminology, operational aspects and management issues involved in the

gaming industry today. Although it is not imperative for managers of casinos to be able to chronologically

list every historical gaming event within the casino industry, it is important to introduce the background of

casinos over the century. While casinos and gambling seem to be a relatively new development over the

last two decades, casinos are not a recent phenomena. Understanding the rapid growth and

development of casinos, will provide new managers with insight into what the future may hold for the

casino industry.

Sales and Marketing Management

Students have the opportunity to expand upon the marketing principles and concepts learned in 150

Introduction to Hotel Sales and Marketing. Emphasis is placed on marketing in a multi cultural

environment; the key elements of global marketing are covered. Topics include: the development and

implementation of marketing plans, the marketing mix, international distribution systems and global

marketing management.

Management of Meetings Conventions and Special Events

Meetings, conventions, special events and tour business are responsible for a great deal of hotel

business and catering to these segments requires specialized management skills and focus. This course

covers the skills required by management in the meetings, conventions and special events areas and the

particular requirements of these industry groups. The packaging, planning and execution of these

product segments will be examined from a marketing and operational perspective.

Management of Hotel Human Resources

The hotel industry offers a wealth of human resource problems and opportunities. The industry is

characterized by a need to put guest satisfaction first while dealing with the challenges of full time versus

part time staff, union versus non-union situations, multi cultural issues and operations that run around the
clock, 365 days a year. Students will understand these challenges, problems and opportunities and see

where recruiting the right people, training them and motivating them can make all the difference in this

customer service oriented environment.

Hospitality and Tourism Economics

Students are introduced to the fundamentals of Economics and the role that they play in the international

hotel industry. Topics covered in the context of the hospitality sector include: the laws of demand and

supply; the microeconomics of product and resource markets; the costs and benefits of government

regulation and such macroeconomic concerns as: the business cycle; fiscal policy; monetary policy;

international currency exchange rates and economic growth.

Hotel Management Accounting

Students will develop an understanding of management accounting practices used in hotel management.

Course topics include: accounting computer applications, internal control systems, pricing methods,

labour cost analysis and food and beverage costing. Students will apply accounting concepts learned in

180 Introduction to Accounting.

International Hospitality Law

This course examines the law as it applies to the hotel industry. While laws are different globally, students

will examine the fundamentals of the law as applied in North America to the hotel industry and will

compare and contrast these laws with those applicable in their own countries. Topics include

constitutional law, the common law of contracts, the law of torts, property law dealing with the sale of

goods, methods of securing debts, human rights, working conditions, labour relations, liquor licensing

and guest safety.

Hotel Business Policy

Hotel Business Policy is a capstone course which is taken once the student has successfully completed

the other nineteen courses required to graduate with a Diploma in Hotel Management. The course is

designed to permit the student to work individually under the guidance of a professor while undertaking

various tasks that call upon many of the learning outcomes from the entire diploma program. The

simulation exercise allows the student to virtually operate a hospitality industry business making the

decisions that are required in real life management situations. The business policy project encourages

students to analyze an actual hospitality industry business situation and to develop strategies for that

business to overcome problems or to pursue opportunities.
*Completion of the above courses will be awarded a completion certificate by
 University of Canada West.

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