If you intend to pursue a management role in hospitality, you’ll need strong leadership and interpersonal communication skills. You’ll also need a passion for the industry, which covers restaurants, hotels, travel, airlines, cruise and related companies, to be successful.
The Certificate of Hospitality Management is an online professional development program that will equip you with the skills and knowledge required to successfully lead and manage people in the hospitality industry.
In this online hospitality course, you will improve your ability to lead and manage, and learn how to manage conflict in the workplace to foster team commitment and cohesion.
You will also learn how to work effectively in hospitality service and manage workflow to ensure optimal business performance, including staff rostering, work schedules, and efficiency and service levels planning to meet business objectives.
You will also gain a range of competencies in budgeting, finance and marketing, specifically relating to the hospitality industry.
On completion of this course you will feel confident to work in a management role in the hospitality industry.
Unit 1 - Work effectively in hospitality service
Preparing for service
Plan and organise tasks
Mise en place
Briefings from head chef
Function running sheets
Work plan / action plan
Roles and responsibilities
Quality customer service
Special or cultural requirements
Wine lists / beverage menus
Upselling and cross-selling
Materials and equipment
Tasks / frequency of tasks
End of shift duties
Administration and reporting
Debriefing and handover sessions
Unit 2 - Manage conflict
Aggressive or abusive behaviour
Impact of conflict
Oral and written questions
Causes of workplace conflict
Unit 3 – Manage operational plan
What is an operational plan?
Implement consultation processes
Develop a proposal
Approval from relevant parties
Activities and targets
Manage resource acquisition
Physical resources and services
Making the purchase
Intellectual property rights (IP)
Types of IP
Profit and productivity plans
Interpreting budget information
Areas of under-performance
Coaching and mentoring programs
Unit 4 - Monitor work operations
Work place operations
Efficiency and service levels
Trends and practices
Supporting team members
Unit 5 - Lead and manage people
Performance and behaviour
Acting as a role model
Positive and professional interaction
Vision and mission statements
Leadership and management differences
Team commitment and cooperation
Plans and objectives
The paradigm shift
Expectations, roles and responsibilities
Maslow’s hierarchy of needs
Rewarding individual and team efforts
Manage team performance
Mentoring and coaching
Achieving optimum performance
Equity Goal and Motivation Theories
Unit 6 - Roster staff
Casual / full time employees
Awards and enterprise agreements
Operational efficiency and performance
Social and cultural considerations
Communicate rosters to staff
Employee information records
Unit 7 - Source and use information on the hospitality industry
Source relevant industry information
Method of communication
Dealing with difficult customers
Serious threats and emergencies
Pollution and waste control
Competition and consumer legislation
Food safety legislation
Sharing knowledge / information
Unit 8 - Sell to the retail customer
Customer buying behaviour
Customer buying motives
Sell the benefits
Matching customer needs
Product features and benefits
Product use and safety
Referring customers to senior sales staff
Problem solving / solutions
Closing the sale
Techniques for closing a sale
Cross selling and up selling
Personal sales outcomes
Sales team plans
Unit 9 - Manage finances within a budget
Cash flow budgets
Forecasting and operations budgets
Income and expenditure priorities
Resource allocation records
Income and expenditure
Financial cost analysis
Budget status reports
Costs and resources
Continuous improvement plan
Financial management systems
Desired budget outcomes
The balanced scorecard
Value-based management (VBM)
Customer service levels
Financial and statistical reports
Unit 10 - Develop and manage quality customer service practices
Customer service practices
Customer needs and expectations
Professionalism and courtesy
Customer and staff feedback
Policies and procedures
Delivering quality customer service
Induction and training
Monitor customer service
Training needs analysis (TNA)
Customer service training programs
Positive role modelling
Continuous improvement cycle
Problem solving model
When you study with Australian Online Courses, you will be assessed using a competency-based training method.
Competency-based training focuses on the achievement of skills and knowledge against set criteria to meet industry-standard and is not benchmarked against other students’ work.
In this course, the assessment will be comprised of written assignments and exercises, which may include short answer questions, reports, essays, research projects and reflective tasks.
If you do not achieve a competency result on your first attempt, you have two more attempts to pass your assessment. So, you have three attempts in total to obtain a competency result.
In this way, you can complete your course in your own time and at your own pace with the assistance of unlimited tutor support.
Why Choose Australian Online Courses?
Professional development that is widely recognised and respected;
Improve your employment opportunities;
Study online, anywhere via our elearning system;
High-quality professional development programs written by industry experts;
No entry requirements;
All course materials provided online – no textbooks to buy;
Unlimited tutor support;
Easy to understand course content;
We offer twelve (12) months’ access, with extensions available upon application (fees apply);
Certificate of Attainment/Completion issued for your CV (hard copy provided); and
Course may be tax deductible; see your tax advisor.
How long will it take to complete this course?
The approximate study hours for this course is 150 hours. We offer twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
Yes! The cost for printed materials for this course is $50 per unit.Total cost for optional printed materials is: $500.00. Printed materials are optional and not required to complete the course. Everything you need to complete the course is provided online via our e-learning system.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.