Module Description:

The module on Hospitality Management equips students with knowledge on the operations and main functions of the hospitality industry. These include guest relations, human resources, and finance. Emphasis is placed on the hospitality industry, comprised of hotels, resorts, restaurants, and tourism service providers. Furthermore, students will gain the requisite practical skills to assist in the management of hospitality teams, quality service, and operations even in a global competitive environment. Emerging technologies and sustainability, as well as sociocultural factors related to hospitality, are incorporated into case studies, simulations, and applied learning aspects of the module. Thus, students are expected to acquire critical soft skills essential for addressing a wide range of employment and self-employment opportunities in the hospitality industry (250 Hours).

Learning Outcomes:

Competences:

At the end of the module/unit the learner will have acquired the responsibility and autonomy to: 

  • Analysing hospitality practices and policies through the lens of critical thinking.
  • Evaluation of culturally diverse groups and management of multicultural workforce.
  • Proficient in hospitality management information systems and other digital applications relevant to the industry.
  • Flexibility in rapidly changing service contexts and in areas which demand intensive mental and physical exertion.
  • Management of time, and other resources in the hospitality industry.
  • Teamwork and effective communication.
  • Creative and tactical thinking in the provision of services and in the management of operations.
  • The making of decisions which conform to the acceptable moral standards and responsibilities in the hospitality industry.
  • Self-instruction and improvement of skills and knowledge relevant to the field of study.

Knowledge:

At the end of the module/unit the learner will have been exposed to the following: 

  • Critically analyse the organisational structures in hospitality.
  • Critically list and discuss in detail the various operations of hospitality and their main functions.
  • Assess the key influences which affect consumer demands related to food and beverage services within a hospitality.
  • Critically analyse the importance of front-office as the first and the last point of contact of a client within hospitality.
  • Critically assess the role and function of the housekeeping department within hospitality management.
  • Identify how all departments within hospitality organisations are divided in terms of organisational charts and the role of the different employees and managerial positions.
  • Critically analyse the importance of effective human resource management in all departments within hospitality.
  • Critically reflect on the importance of sales and marketing within the overall success and management of a hospitality organisation.

Skills:

At the end of the module/unit the learner will have acquired the following skills: 

  • Compare and contrast between different types of food and beverage service operations.
  • Use effective communication skills when dealing with any of the operations of the hospitality industry, especially the front-office department.
  • Practice effective communication skills to communicate with clients in a transparent, and understand manner whilst portraying quality service.
  • Identify how all of the different functions work together towards the overall objective of the organisation.
  • Use effective human resource management to manage the different sections within the hospitality industry.
  • Discuss sales and marketing plans within the hospitality organisation.

Topics and Subtopics :

1. Foundations of the Hospitality Sector

  • Overview and Initiatives for the Hotel
  • Hotel Services, Recreational Services, and Food and Beverage Services
  • Business Dynamics and Career Opportunities

2. Operational Aspects of Hospitality

  • Front Office Management in the Hospitality Industry
  • Policies Regarding Food and Beverage Services
  • Applications of Technology in the Hotel Industry

3. Providing Excellent Client Service

  • Values of Exceptional Guest Service
  • Dealing with Guest Relations and Comments
  • Settling Problems and Improving Service Quality

4. Hospitality Marketing and Sales

  • Finding and Focusing on Client Segments
  • Techniques for Digital Branding
  • Sales Strategy and Revenue Maximization

5. Hospitality Financial Skills

  • Forecasting and Budget Planning
  • Keeping an Eye on Costs and Earnings
  • Examining Financial Information

6. Human Resources in the Hospitality Industry

  • Employing, Educating, and Retaining Employees
  • Diversity and Good Team Leadership
  • Cultural Management and Employment Laws

7. Industry Sustainability

  • Putting Green Initiatives into Action
  • Corporate Social Responsibility
  • Standards for Industry Sustainability

8. Leadership and Strategic Thinking

  • Creating Long-Term Business Plans
  • Leadership Strategies in the Hospitality Industry
  • Crisis Management and Change Management

Weekly Breakdown / Session Plan

Week 1: An Overview of the Hospitality Sector

  • Learning Objectives: Understand the foundations and extent of the hospitality industries.
  • Activities: Group icebreaker, introductory video, interactive discussion.
  • Key Readings: Introduction to Hospitality Management, Chapter 1.

Week 2: History and Worldwide Development

  • Learning Objectives: Examine past developments and worldwide trends in hospitality.
  • Activities: Presentations in groups, create a timeline of history.
  • Key Readings: Handbook, Chapter 2.

Week 3: The Hospitality Industry's Structure

  • Learning Objectives: Recognise the primary categories such as lodging, food & beverage, and travel.
  • Activities: Analyse hotel brand case studies.
  • Key Readings: Hospitality Today, Chapter 3.

Week 4: Front Desk and Hotel Operations

  • Learning Objectives: Learn about the guest interaction cycle and front desk roles.
  • Activities: Role-playing at the front desk and virtual hotel tour.
  • Key Readings: Front Office Operations, Kasavana, Ch. 4.

Week 5: Overseeing Food and Drink Services

  • Learning Objectives: Examine how the kitchen and restaurant are managed.
  • Activities: Menu review activity and service role-play.
  • Key Readings: Davis, Management of Food and Drink.

Week 6: Cleaning and Maintenance of the Property

  • Learning Objectives: Recognise the importance of operations and housekeeping duties.
  • Activities: Checklist for guestroom inspection and layout design.
  • Key Readings: Operations of Hotel Housekeeping, Chapter 5.

Week 7: Strategies for Marketing in the Hospitality Industry

  • Learning Objectives: Analyse branding and promotion tactics in hospitality.
  • Activities: Create a marketing strategy and evaluate advertisements.
  • Key Readings: Reid & Bojanic, Management of Hospitality Marketing.

Week 8: The Economic Aspects of Hospitality

  • Learning Objectives: Learn about cost controls, forecasting, and budgeting.
  • Activities: Budget planning exercise.
  • Key Readings: Financial Analysis of Hospitality.

Week 9: Human Resources in the Hospitality Industry

  • Learning Objectives: Discuss challenges in HR, hiring, and employee development.
  • Activities: Staff planning and HR interview simulations.
  • Key Readings: Handling Human Resources in the Hospitality Industry.

Week 10: Technology Integration in the Hospitality Industry

  • Learning Objectives: Learn about digital innovations, booking systems, and PMS.
  • Activities: System demonstration and discussion on digital trends.
  • Key Readings: Systems for Hospitality IT.

Week 11: Ethics and Sustainability

  • Learning Objectives: Examine environmentally friendly procedures and ethical business conduct.
  • Activities: Ethics scenario role-playing and sustainability audit.
  • Key Readings: Articles about Hospitality CSR.

Week 12: Trends and Course Summary

  • Learning Objectives: Examine major lessons learned and discuss the industry's future direction.
  • Activities: Final presentations and industry summary game.
  • Key Readings: Industry Reports (STR, McKinsey, etc.).

Reading Materials

Core Textbooks

  • Books / Author(s): Michael J. Boella and Alan N. Johns's "Hospitality Management Strategy and Operations" (Johns)
  • Descriptions: Emphasises operational efficacy, leadership, and strategic planning in the hospitality industry.
  • Books / Author(s): Robert H. Woods’s "Managing Hospitality Human Resources" (Woods)
  • Descriptions: Discusses performance management, staffing, motivation, and HR procedures in the hospitality industry.
  • Books / Author(s): Rocco Angelo and Andrew N. Vladimir’s "Hospitality Today: An Introduction" (Vladimir)
  • Descriptions: A comprehensive explanation of the composition and roles of the hospitality sector.

Additional Readings

  • Books / Author(s): Michael C. Sturman, Jack B. Corgel, and Rohit Verma’s "The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice" (Michael C. Sturman)
  • Descriptions: Provides perspectives from leading scholars and business executives.
  • Books / Author(s): James A. Fitzsimmons’s “Service Management: Operations, Strategy, and Information Technology" (Fitzsimmons)
  • Descriptions: Applies service management concepts to a variety of hospitality-related tasks.