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Hospitality Operations and Management

ID : 60851   
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Language: English

Description: This program has six modules:
•Hospitality: An Introduction
•Managing Quality Service in Hospitality
•Hospitality Sales
•Support Center Analyst
•Becoming a First Time Manager
•Dealing with Difficult People

Hospitality: An Introduction provides a detailed description of the many facets of the Hospitality and Tourism sector, including tours and travel, hotels, restaurants, culinary, casino operations, cruises, and the recreation and leisure industries. Personal profiles of industry leaders highlight the wide range of career opportunities available in the field. This course discusses the Hospitality and Tourism industry's evolution toward increased internationalization and integration. Industry vignettes offer a behind-the-scenes view of real-life job tasks and career success stories. Each module of this course features practical case study scenarios, including business and social attitude comparatives, advertising and marketing messaging, financial modeling, and competitive analysis formulation.

After completing this course, you should be able to:

• Define the mission and product of hospitality
• Identify factors to consider when managing lodging
• Comprehend the basics of hospitality and the food service industry
• Identify events, functions, and operations related to hospitality industry
• Identify current trends in hospitality and its direction in the future

Managing Quality Service in Hospitality teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other courses in this subject area skip over guest-focused service strategy in hospitality or service. This course fully covers the topic of managing hospitality organizations by using real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others.

Each module includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations.

Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for reflection on hospitality concepts and principles. The "Ethics in Business" segments encourage students to analyze ethical issues associated with each topic.

After completing this course, you should be able to:

• Identify the steps for preparing a hospitality service strategy
• Define the beliefs, values, and norms of hospitality culture
• Identify strategies for training, motivating, and rewarding hospitality service staff
• Identify the steps for developing and implementing a service delivery system
• Identify the steps for measuring service delivery and repairing service delivery gaps

Drawing from the insights of leading sales executives, Hospitality Sales covers the changing hospitality sales profession, including the three emerging selling roles and when to use them. Transactional selling, consultative selling, and alliance selling are unique approaches that salespeople use depending on situational factors. This course explores customer motives and how sales professionals can tailor their approach to the buyer’s perception of value. This Hospitality Sales course will help you understand the new world of buyer-seller relationships and succeed in each sales situation.

After completing this course, you should be able to:

• Comprehend the basics of the hospitality industry
• Identify factors affecting the buyer-seller relationship
• Identify the steps for approaching and negotiating with the buyer
• Identify the steps for forming a proposal and implementing after the sale
• Identify the steps for managing your career as a sales professional

Instructor Description: This class supported by an Educational Mentor. Our educational mentors have worked or are working in the subject they mentor. Educational Mentors reviews student work, student progress, and interacts with students as needed. They respond to any questions or concerns you might have, as well as encouraging and motivating you to succeed.

Certification: Not Applicable

This program includes all required materials.
The following textbooks will be provided to each student upon registration:
• Hospitality: An Introduction by Kaye Chon & Thomas Maier
• Managing Quality Service in Hospitality by Robert C. Ford, Michael C. Sturman & Cherrill P. Heaton
• Selling Hospitality: A Situational Approach by Richard G. McNeill and John C. Crotts

Class Details

Online 24/7


Start Date:upon registration



Registration Closes On
Saturday, December 30, 2017 @ 12:00 AM

Schedule Information

Date(s) Class Days Times Location Instructor(s)
Online 24/7 TBD

Other Class Offerings

ID: 62238

StartDate: upon registration
Online 24/7