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Certificate of Hospitality Management

$899.00$1,299.00

Course Outline and Topics

Course Overview

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.

Course Structure

Unit 1 - Work effectively in hospitality service

  • Preparing for service
  • Plan and organise tasks
  • Mise en place
  • Briefings from head chef
  • Setting up
  • Function running sheets
  • Service requirements
  • Staff communication
  • Work plan / action plan
  • Roles and responsibilities
  • Quality customer service
  • Beverage service
  • Bar service
  • Special or cultural requirements
  • Menus
  • Wine lists / beverage menus
  • Upselling and cross-selling
  • Resolving complaints
  • Operational tasks
  • Working cooperatively
  • Required machinery,
  • Materials and equipment
  • Workplace safety
  • Hygiene procedures
  • Security
  • Organisational procedures
  • Technology
  • Job roles
  • Tasks / frequency of tasks
  • End of shift duties
  • Administration and reporting
  • Incident reports
  • Maintenance reports
  • Debriefing and handover sessions

Unit 2 - Manage conflict

  • Conflict situations
  • Preventing escalation
  • Aggressive or abusive behaviour
  • Weapons
  • Physical interventions
  • Emergency procedures
  • Conflict management
  • Negotiation
  • Resolving conflict
  • Impact of conflict
  • Building rapport
  • Active listening
  • Managing conflict
  • Preventing disputes
  • Finding solutions
  • Implementing solutions
  • Conflict resolution
  • Oral and written questions
  • Causes of workplace conflict
  • Workplace improvements

Unit 3 – Manage operational plan

  • Operational plans
  • Resource requirements
  • What is an operational plan?
  • Implement consultation processes
  • Developing KPI’s
  • Contingency plan
  • Develop a proposal
  • Approval from relevant parties
  • Activities and targets
  • Manage resource acquisition
  • Recruitment strategies
  • Physical resources and services
  • Choosing vendors
  • Making the purchase
  • Intellectual property rights (IP)
  • Types of IP
  • IP disputes
  • Performance systems
  • Profit and productivity plans
  • Monitoring progress
  • Interpreting budget information
  • Areas of under-performance
  • Gap analysis
  • Fishbone diagram
  • Coaching and mentoring programs
  • Training sessions
  • Documenting performance
  • Organisational requirements
  • Performance measures

Unit 4 - Monitor work operations

  • Work place operations
  • Performance criteria
  • Efficiency and service levels
  • Waste management
  • Workplace operations
  • Team goals
  • Sharing information
  • Trends and practices
  • Sustainability
  • Plan workflow
  • Work schedules
  • Delegation
  • Prioritising
  • Supporting team members
  • Monitor performance
  • Sharing experiences
  • Testing ideas
  • Recognition
  • Making decisions
  • Customer complaints
  • Resolution
  • Group decision-making

Unit 5 - Lead and manage people

  • Performance and behaviour
  • Acting as a role model
  • Positive and professional interaction
  • Vision and mission statements
  • Input/output procedure
  • Leadership
  • Leadership and management differences
  • Team commitment and cooperation
  • Plans and objectives
  • Workplace culture
  • The paradigm shift
  • Social responsibility
  • Expectations, roles and responsibilities
  • Communication skills
  • Maslow’s hierarchy of needs
  • Rewarding individual and team efforts
  • Measuring performance
  • PDCA cycle
  • Manage team performance
  • Learning plans
  • Mentoring and coaching
  • Achieving optimum performance
  • Equity Goal and Motivation Theories

Unit 6 - Roster staff

  • Staff rosters
  • Casual / full time employees
  • Awards and enterprise agreements
  • Rotating rosters
  • Fixed rosters
  • Operational efficiency and performance
  • Service levels
  • Wage costs
  • Combining duties
  • Multi-hiring
  • Social and cultural considerations
  • Roster systems
  • Communicate rosters to staff
  • Rostering records
  • Employee information records
  • Evaluate rosters

Unit 7 - Source and use information on the hospitality industry

  • Source relevant industry information
  • Method of communication
  • Evaluating websites
  • Manual handling
  • First aid
  • Physical hazards
  • Dealing with difficult customers
  • Serious threats and emergencies
  • Pollution and waste control
  • HACCP Regulation
  • Competition and consumer legislation
  • Licensing legislation
  • Food safety legislation
  • Environmental constraints
  • Business ethics
  • Career planning
  • Hospitality technology
  • Sharing knowledge / information

Unit 8 - Sell to the retail customer

  • Product knowledge
  • Customer knowledge
  • Customer buying behaviour
  • Customer contact
  • Questioning techniques
  • Listening skills
  • Customer buying motives
  • Sell the benefits
  • Matching customer needs
  • Product features and benefits
  • Product use and safety
  • Referring customers to senior sales staff
  • Related legislation
  • Customer objections
  • Problem solving / solutions
  • Closing the sale
  • Purchase decisions
  • Techniques for closing a sale
  • Sales opportunities
  • Cross selling and up selling
  • Down selling
  • Personal sales outcomes
  • Sales targets
  • Parameters
  • Sales team plans

Unit 9 - Manage finances within a budget

  • Budget resources
  • Allocating funds
  • Business planning
  • Cash flow budgets
  • Forecasting and operations budgets
  • Income and expenditure priorities
  • Budget control
  • Responsibility accounting
  • Resource allocation records
  • Financial activities
  • Income and expenditure
  • Financial commitments
  • Financial cost analysis
  • Expenses
  • Budget deviations
  • Budget analysis
  • Budget status reports
  • Budget performance
  • Costs and resources
  • Continuous improvement plan
  • Financial management systems
  • Desired budget outcomes
  • Budget processes
  • Zero-based budgeting
  • Activity-based budgeting
  • Rolling forecasts
  • The balanced scorecard
  • Value-based management (VBM)
  • Customer service levels
  • Budget management
  • Financial and statistical reports
  • Break-even analysis

Unit 10 - Develop and manage quality customer service practices

  • Customer service practices
  • Customer needs and expectations
  • Bundling
  • Professionalism and courtesy
  • Providing information
  • Suppliers
  • Customer and staff feedback
  • Market segmentation
  • Organisation planning
  • Quality assurance
  • Feedback model
  • Policies and procedures
  • Delivering quality customer service
  • Meetings
  • Induction and training
  • Monitor customer service
  • Training needs analysis (TNA)
  • Customer service training programs
  • Service outcomes
  • Dispute resolution
  • Positive role modelling
  • Improving performance
  • Continuous improvement cycle
  • Problem solving model

Assessment

Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.

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Payment Information

Certificate Course

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Benefits

  • Recognised by employers as professional development;
  • Improve your employment opportunities;
  • Study online, anywhere via our elearning system;
  • Access to high-quality courses written by industry experts;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate of Attainment issued for your CV (hard copy provided); and
  • Course may be tax deductible; see your tax advisor.
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Career Pathways

Future growth

Strong

Unemployment

Low

  • Hospitality Manager
  • Hospitality Services Assistant
  • Hospitality Attendant
  • Hospitality Team Member
 
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