Find your new direction

  • 1300 76 2221
  • Australian owned and operated since 2008

Certificate of Tourism and Hospitality – Customised Program

$899.00$1,299.00

Course Outline and Topics

COURSE OVERVIEW

If you work in tourism, travel or hospitality, you know adapting to workplace change is part of the job description.

As a result, we’ve tailored our eLearning platform so that you can choose to learn only the hospitality skills and knowledge you need to adapt to changes in the workplace or gain promotion.

The Certificate of Hospitality (Customised Program) will help you to adapt to changes in the workplace by offering you the flexibility to choose the subjects from our range of tourism, travel and hospitality units that best meet your professional development needs and career goals.

Simply follow the four steps listed below, and you’re on your way to professional development success.

Step 1

Select six (6) Units from our Tourism, Travel and Hospitality Units:

Attend gaming machines

  • Advise customers on gaming
  • Rules and regulations
  • Rules, conditions and practices
  • Keno
  • TAB
  • Bingo
  • Calcutta’s
  • Two Up
  • Lucky ticket
  • Poker machines
  • Changes of winning
  • Player queries
  • Complaints and disputes
  • Refilling the hopper
  • Credit purchase system
  • Payouts
  • Data retrieval systems
  • Machine cash clearance
  • Health and safety
  • Hygiene
  • Mechanical and software malfunctions
  • Fault finding
  • Warning
  • Replacing globes
  • Play button lamps
  • Attending to printers
  • Ribbon change
  • Health and safety procedures
  • Monitor security
  • Gaming machine vouchers
  • Records books
  • Verify payout claims
  • Proof of age
  • Resolving disputed win claims
  • Coin-dispensing units
  • Machine not acceptors
  • Coin comparators
  • Money canisters

Conduct Keno games

  • Keno rules and procedures
  • KENO features
  • Completion of entry forms
  • Bet types
  • Quick pick/Easi pick
  • Set Bet / Super Bet
  • Ways Bet / System Bet
  • Prize schedules
  • Player rules and conditions
  • Winning payments
  • Equipment
  • Operation of the KENO Keyboard
  • Processing KENO tickets
  • Keno promotions
  • increasing sales
  • Customer complaints
  • Bet types
  • Keyboard operation
  • Processing KENO tickets
  • Replay tickets
  • Partially played tickets
  • Prize payout
  • Check tickets card reader
  • Use serial number
  • Process cash and cheque payments
  • Refer large payouts
  • Cancelling unplayed entries
  • Re-issuing tickets
  • Freezing / cancelling tickets
  • General KENO functions
  • Cash low or cash in
  • Cash high or cash out
  • Disputes
  • Balancing
  • Clean and maintain terminals
  • Maintenance hot/help line
  • Gaming legislation and procedures
  • Game rules and information
  • Disabling of gaming
  • Balance cash and float
  • Observe and report suspicious behaviour
  • Security breaches

Control stock

  • Ordering processes
  • Computer systems
  • Maintaining stock levels
  • Reorder point formula
  • Stock security
  • Stock order responsibilities
  • Stock records
  • Processing orders
  • Check incoming stock
  • Stock losses
  • Stock storage
  • Follow-up orders
  • Stock delivery
  • Liaising with suppliers
  • Stock distribution
  • Stocktakes
  • Allocating stocktake tasks
  • Stocktake reports

Develop and implement marketing strategies

  • Analyse information on internal business
  • Market research
  • Business values
  • Business direction
  • Current and past marketing effectiveness
  • Critical success factors
  • Company strengths
  • SWOT analysis
  • Budgets
  • Performance information
  • Use of resources
  • Market segment
  • Factor and cluster analysis
  • Data collection
  • Risk management
  • Underperforming products and services
  • Buying pattern analysis
  • Recording and reporting
  • Analysing information
  • Market growth or decline
  • Changing attitudes
  • External influences
  • New markets
  • Competitors
  • Presentations
  • Emerging issues
  • Legal and ethical constraints
  • External business environment
  • Marketing strategies
  • Innovative marketing approaches
  • The marketing cycle
  • Legal and ethical requirements
  • Misleading representations
  • Related legislation
  • Prepare marketing plan
  • Planning process
  • Priorities, responsibilities, timelines and budgets
  • Goals
  • Marketing process and methods
  • Monitor marketing activities
  • Measuring performance
  • Improvement plans
  • Pricing strategies
  • Conduct evaluation

Lead and manage people

  • Personal performance and behaviour
  • Leadership roles
  • Successful organisations
  • Vision and mission statements
  • Organisational roles
  • Leadership vs management
  • Plans and objectives
  • Culture
  • People-centred workplace cultures
  • Inclusivity / exclusivity
  • The paradigm shift
  • Ethics
  • Social responsibility
  • Business ethics
  • Commination role of leaders
  • Communication skills
  • Innovative approaches
  • Maslow’s hierarchy of needs
  • Performance standards
  • Feedback
  • PDCA cycle
  • Delegation
  • Training and development
  • Monitor team performance
  • Learning plans
  • Recognition and rewards

Manage conflict

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

Manage finances within a budget

  • Budget resources
  • Allocating funds
  • Business planning
  • Contingencies
  • Cash flow budgets
  • Forecasting and operations budgets
  • Income and expenditure priorities
  • Budget control
  • Financial activities against budget
  • Financial cost analysis
  • Expenses
  • Budget deviations
  • Budget analysis
  • Variances
  • Budget status reports
  • Budget performance
  • Costs and resources
  • Continuous improvement plan
  • Financial management systems
  • Desired budget outcomes
  • Budget processes / types / methodologies
  • Zero-based budgeting
  • Activity-based budgeting
  • Rolling forecasts
  • Customer service levels
  • KPI’s
  • Budget management
  • Financial and statistical reports

Manage projects

  • Define project scope
  • Project objectives and budget
  • Project management process
  • Force field analysis
  • Draft budget
  • Indirect, hidden and overlooked costs
  • Project funding
  • Using the budget
  • Project charter
  • Estimating cost processes
  • Project management software
  • Identify key stakeholders
  • Power / interest grid for stakeholders
  • Administrative structure
  • Team selection
  • Leadership
  • Reporting requirements
  • Project resources
  • Sourcing suppliers
  • Develop project plan
  • Stakeholder input
  • Communication skills and planning
  • Communication basic model
  • Stakeholder 3 step analysis
  • Risk management
  • Regulation
  • Sustainability
  • Marketing approaches
  • Past marketing program
  • Presentation formats
  • Monitoring performance
  • Data collection
  • Develop project valuation methods
  • Schedule variance
  • Cost performance index (CPI)
  • Final cost
  • Variance at completion (VAC)
  • Project management plan
  • Project scope management
  • Action plans
  • Flow charts
  • Gantt charts
  • Milestone charts
  • PERT diagrams
  • Critical path method (CPM)
  • Project tools and software
  • Logistics support analysis (LSA)
  • Cost schedule control systems
  • Administer and monitor project
  • Monitoring resources
  • Monitoring finances
  • Monitoring quality
  • Clarifying team roles
  • Providing support coaching and mentoring
  • Feedback
  • Building trust and respect
  • Project variations
  • Milestone charts
  • Project timelines
  • Managing changes
  • Progress reports
  • Achieve project deliverables
  • Evaluate project
  • Assess project effectiveness
  • Achievement of objectives
  • Project closure report
  • Report outcomes to stakeholders
  • Critical reflection

Plan catering for events or functions

  • Purpose and scope of event
  • Sporting events
  • Exhibitions and trade shows
  • Conferences, meetings and seminars
  • Social celebrations
  • Develop a plan
  • Roles and responsibilities
  • Consultations and clarification
  • Specific customer requests
  • Determine catering requirements
  • Cultural catering requirements
  • Modern cuisine
  • Menus
  • Catering proposal
  • Collect event information
  • Concept style and theme
  • Date, time and duration
  • Nature of event
  • Total numbers
  • Audience market profile
  • Equipment requirements
  • Ideas and creative elements
  • Constraints
  • Creativity and innovation
  • Consultation
  • Present proposal
  • Communication styles with clients
  • Operational plan for catering
  • Day-to-day plan
  • Planning process
  • Gantt charts
  • PERT diagrams
  • Milestone charts
  • KPI’s
  • Performance management
  • Contingency plans
  • Catering plan
  • During the event
  • Client feedback
  • Staff feedback
  • SWOT analysis
  • Debriefings

Plan in-house events or functions

  • Event purpose and scope
  • Event specifications
  • Site inspections
  • Event staging requirements
  • Pursuing sales opportunities
  • Developing event concepts
  • Production elements
  • Production tools
  • Verifying practicality of proposals
  • Presenting proposals
  • Finalising and documenting event details
  • Coordinating event services
  • Creating event schedules
  • Running sheets

Provide club reception services

  • Providing information on services
  • Club facilities and services
  • Membership types and requirements
  • Club rules
  • Membership application forms
  • Calculating and processing membership payments
  • Verifying club membership
  • Recording payments
  • Issuing receipts
  • Cash handling
  • Balancing and reconciling
  • Assist guests and visitors to sign in
  • Non-compliant individuals
  • Escalating disputes

Recruit, select and induct staff

  • Recruitment needs
  • Future organisational needs
  • Human Resource Management (HRM)
  • Job analysis and design
  • Job descriptions
  • Selection processes
  • Recruitment channels
  • Job skills requirements
  • Create advertisements
  • Process applications
  • Selecting staff
  • Using selection criteria
  • Interview questions
  • Semi-structured format
  • Contacting referees
  • Employment offers
  • Inductions programs
  • Organisation objectives and policies

Sell tourism products and services

  • Establish rapport with customer
  • Identify customer needs
  • Cultural preferences and expectations
  • Identify appropriate products
  • Ethical and legal issues
  • Tailor product options
  • Product suggests
  • Current promotional focus
  • Maximise sale profitability
  • Source additional information
  • Provide product information and advice
  • Current and accurate product information
  • Suggesting alternative products
  • Disclosing sales and product fees
  • Product features and benefits
  • Addressing customer objections
  • Sales techniques
  • Closing the sale
  • Enhance quality customer service
  • Following up with customer
  • After sales service

Work effectively in hospitality service

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

Step 2

Click Add to Cart (Full Up-Front Payment or Payment Plan)

Step 3

Specify the six (6) units you wish to complete in the notes section of the enrolment form.

Step 4

Finalise your payment and be enrolled within 1-2 hours during business hours.

ASSESSMENT

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

Payment Information

Certificate Course

,

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.
SKU: N/A Category:
PAY UPFRONT & SAVE
ENROL TODAY
  • Best value option
  • Includes unlimited access
  •  

$899.00

PAY AS YOU GO
PAYMENT PLAN
  • $250 deposit
  • $40/week
  • No credit checks required

$1,299.00