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 bar. 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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