This course will introduce you to the range of hotels in operation and their management policies. The principles learned can be transferred to multiple accommodation types such as hotels, motels, resorts, bed and breakfasts, and any other business that provides accommodation or lodging. You will gain an understanding of the complexities of hotel management and will learn to consider the multiple interrelated aspects of successful hospitality service.
Successful hotel management requires...
George Mason University
What you will learn
- Overview of the hospitality business
- Introduction to essential hotel management roles
- Areas of management, including staff leadership, activity and event coordination, and food and beverage roles
- Foundations of integrated disciplines including business management, hospitality and tourism, logistics, and record keeping
How you will benefit
- This course provides fundamental knowledge and skills required to work in the hotel industry
- Learn the basics of hotel management without committing to years of study
How the course is taught
- Self-paced, online course
- 6 Months to complete
- Open enrollment, begin anytime
- 100 course hours
- Introduction: The Scope and Nature of Hotel Management
- The Hotel Industry
- The Scope of the Industry
- The Firm in the Hotel and Catering Industry
- Hotel Management
- Workplace & Hotel Organization
- The Nature and Purpose of Organization
- The Mechanistic View of Organization
- The Human Relations View of Organization
- The Systems Approach to Organization
- Organization Structure
- The Informal Structure
- Hotel Organization
- Hotel Staff Management
- Work Charts
- Communication and Coordination
- Staff Management
- Monitoring Workloads and Work Procedures
- Authority/Chain of Command
- Career Structure
- Hospitality Control Systems
- Sources and Storage of Information
- Creating and Maintaining Information
- Creating and Maintaining Control Systems
- Types of Control
- Production Control
- Quality Control
- Sales Control
- Labor Utilization Control
- Materials Control
- Maintenance Control
- Financial Control
- Setting Standards and Corrective Action
- Work Study
- Organization and Methods
- Front Desk Operations (Reception)
- The Functions of the Front Office
- Customer Service
- Dealing with Grievances & Complaints
- Understanding Communication
- Conversation Development
- Using the Telephone
- Business Letters
- Promotions and Customer Relations
- Client Interpersonal Skills, Self Esteem & Reinforcement, etc.
- Servicing Rooms and General Cleaning
- Service Equipment
- Direct Purchase of Hire of Equipment
- Linen: Purchase or Hire, Choice of Fabrics, Structure and Properties of Fibers
- Linen Room Organization
- Building and Facility Maintenance
- Periodic and Planned Preventative Maintenance
- Frequent Maintenance Problems
- Safety, Furniture
- Managing Maintenance
- Building Maintenance
- Toilets and Locker Rooms
- Activities Management
- Tour desk, gymnasium, events (e.g. Weddings, balls etc.)
- In house Services
- Recreation Facilities
- Guest Information Services
- Swimming Pools
- Spa & Sauna Facilities
- Activities Management
- Food & Beverage Service
- Types of Food Service (e.g. Room Service, Bar, Restaurant, Coffee Shop etc.)
- Kitchen Design & Equipment
- Service Facilities
- Food Service Management
- Food Purchasing
- Dealing with Complaints
Thea Roberts is an instructor with a background in business administration. Previously, she was a finance officer and employment advisor. She also held a position in the Washington State Ombudsman Program. Roberts holds a Bachelor of Commerce and a Master of Arts.
There are no prerequisites to take this course.
- This course can be taken on either a PC or Mac.
- PC: Windows 8 or later.
- Mac: macOS 10.6 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
- Adobe Acrobat Reader.
- Software must be installed and fully operational before the course begins.
- Email capabilities and access to a personal email account.
Instructional Material Requirements:
The instructional materials required for this course are included in enrollment and will be available online.
These recommended reference materials are optional, but it's recommended that you purchase the latest version of them to ensure your skill set is up-to-date:
- David K. HAYES and Jack D. NINEMEIER - Hotel Operations Management
- Leonardo INGHILLERI & Micah SOLOMON - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
- Micah SOLOMON - The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets
- Jokima HILLER - 7 EASY Ways to Show Your Employees YOU Care! A Booklet for Hotel Managers and Others
Yes, ed2go courses are completely online. However, keep in mind that not all certifying bodies or industry-specific certifications are recognized internationally. Please review your country's regulations prior to enrolling in courses that prepare for certification.
This course is open enrollment, so you can register and start the course as soon as you are ready. Access to your course can take 24-48 business hours.
This course is self-paced and open enrollment, so you can start when you want and finish at your own pace. When you register, you'll receive six (6) months to complete the course.
The time allotted for course completion has been calculated based on the number of course hours. However, if you are unable to complete the course, contact the student advising team to see what options you may have available to work out a suitable completion date. Please note that an extension fee may be charged.
The course instructor will be available by email to answer any questions and provide feedback on your performance. Occasionally, your course may be supported by a team of industry experts. You will also receive support from the student advising team.
Upon successful completion of the course, you will be awarded a Certificate of Completion.
This course will provide you with the skills you need to obtain an entry-level position in most cases. Potential students should always do research on the job market in their area before registering.
This course is non-credit, so it does not qualify for federal aid, FAFSA and Pell Grant. In some states, vocational rehab or workforce development boards will pay for qualified students to take our courses. Additionally, some students may qualify for financial assistance when they enroll, if they meet certain requirements. Financing is available from select schools. Learn more about financial assistance.
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