Hospitality Management

  • Hotel & Catering Law

    Main topics of study:

    Law & the Legal System:

    • Legislation
    • The Common Law
    • Going to Law

    The Catering Enterprise:

    • Choosing the Form of Business Enterprise
    • The Proprietor or Sole Trader
    • Partnership
    • Companies

    Hotel & Catering Premises:

    • Acquisition of Premises
    • The Hotelier’s Liability as an Occupier of Premises
    • Public Health & Hygiene
    • Fire Safety
    • Lost Property Found on the Premises
    • Staff Accommodation
    • Security

    The Hotelier & the Guest:

    • The Contract of Booking
    • Consumer Protection & Booking Contracts
    • The Registration of Guests
    • Inns
    • Duties of the Innkeeper
    • The Innkeeper’s Duty Towards the Property of Guests
    • The Enforcement of the Innkeeper’s Duties
    • The Innkeeper’s Liability as an Occupier of Premises
    • The Rights of an Innkeeper
    • The Rights & Duties of a Hotel
    • Non-Payment by Guests & Travellers

    The Restaurateur & the Customer:

    • Contracts for the Sale of Food & Drink
    • Criminal Liability for the Sale of Food & Drink
    • Refusing Service to the Customer
    • Theft by Customers

    Commercial Contracts & the Caterer:

    • Standard Form Contracts
    • The Terms of a Commercial Contract

    Licensing Law:

    • Liquor Licensing
    • Restaurants, Hotels & Clubs
    • Permitted Hours
    • The Conduct of Licensed Premises
    • Weights & Measures
    • Miscellaneous Licences
    • Liability of Intoxicated Customers

    Individual Rights & Duties in Relation to the Contract of Employment:

    • The Contract of Employment
    • The Terms of the Contract of Employment
    • Remuneration
    • The Rights of Employees During Employment
    • Dismissal
    • Redundancy

    Safety & Working Conditions:

    • Civil Aspects of Health & Safety at Work
    • Offices, Shops & Railway Premises Act 1963
    • The Health & Safety at Work Act 1974
    • Accidental Dangerous Occurrences
    • People at Special Risk
    • Insurance Against Injuries

    The Employer, the Employee & the Trade Union:

    • Trade Unions
    • The Employee’s Rights as a Trade Unionist
    • The Closed Shop
    • Trade Union Ballots
  • Accounting, Purchasing & Cost Control

  • Main Topics of Study:

    Financial Position:

    • Exchange & Value
    • Capital
    • Financial Position
    • Separate Entity
    • Assets & Liabilities
    • The Balance Sheet
    • Types of Assets & Liabilities

    Types of Financial Transaction:

    • Transactions & the Balance Sheet
    • The Duality of Transactions & the Money Measurement Concept
    • Profit Defined
    • Types of Expenditure: the Capital/Revenue Distinction
    • Generic Types of Transaction

    Recording, Processing & Correcting Financial Transactions:

    • The Double-entry System
    • Periodic Balancing of the Books
    • The Trial Balance
    • Types of Error
    • The Correction of Errors

    Preparing the Final Accounts:

    • Calculating Profitability
    • The Trading & Profit & Loss Account
    • The Accruals Concept
    • The Balance Sheet

    Accounting for Fixed Assets:

    • Definition of Fixed Assets
    • Depreciation of Fixed Assets
    • Depreciation & the Accruals Concept
    • Methods of Depreciation
    • Recording, Processing & Reporting Depreciation in the Accounts
    • Accounting for the Acquisition & Disposal of Fixed Assets
    • The Consistency Concept
    • Intangible Fixed Assets

    Accounting for Stocks:

    • Types of Stock
    • Stock Valuation & Profitability
    • Control & Verification of Purchasing & Receiving
    • Stock Control Systems
    • Stock Valuation When Input Prices are Changing

    Accounting for Credit Transactions:

    • Cash & Credit Transactions
    • Debtors & Creditors
    • Reconciliation of Statements & Ledger Accounts
    • Credit Control
    • Provision for Bad Debts
    • Accounting, Purchasing & Cost Control

    Accounting for Cash:

    • The Importance of Cash Management
    • The Cash Book
    • Bank Reconciliations
    • Till & Takings Management
    • Credit Cards
    • The Petty Cash System
    • Foreign Currency Exchange
    • Ticket Systems for Cash Sales
    • Introduction to Cash Flow Statement
    • Cash & the Accruals Concept

    Accounting for Employees:

    • The Significance of Employee Costs in HTL Businesses
    • Remuneration Methods
    • The Payroll System
    • Accounting for Employment Costs
    • Reporting Employee Costs

    Accounting for VAT:

    • The Principles of VAT
    • Rates & Scope of VAT
    • Calculating VAT Liability
    • Completing a VAT Return & Paying VAT
    • Accounting for VAT
    • The Mechanics of VAT for Tour Operators & Travel Agents

    Accounting for Recreation & Leisure Clubs:

    • Types of Recreation & Leisure Clubs
    • The Distinction Between Clubs & Commercial Organisations
    • Sourcing of Income for Recreation & Leisure Clubs
    • Measuring & Reporting Income & Expenditure
    • Preparation of Final Accounts & Notes

    Accounting for Multiple Ownership:

    • The Partnership Agreement
    • The Appropriation of Profit
    • Changes to the Partnership
    • Partnership Dissolution & Conversion
    • Distinctive Features of Limited Companies
    • The Final Accounts of Limited Companies
    • Corporate Capital Structure

    Costing a Product or Service:

    • Expenses & Costs
    • Cost Control & Organisational Structure
    • The Three Main Components of Cost
    • Calculating the Direct Material Cost
    • Calculating the Direct Labour Cost
    • Allocation & Apportionment of Overhead Costs
    • Calculating the Total Cost of a Product in a Multiproduct, Multidepartmental Business
    • Accounting, Purchasing & Cost Control

    Pricing a Product or Service:

    • Pricing Based on Cost Data
    • Pricing Decisions Based on Market Conditions
    • Pricing to Optimize Profit Using Cost & Market Information
    • Pricing Strategies in Special Situations

    Accounting for Contribution:

    • The Behaviour of Cost & Revenue Against Output
    • Break-even Analysis
    • Contribution Theory
    • The Contribution/Sales Ratio
    • Evaluating Business Alternatives
    • Contribution Theory & Product-mix Decisions
    • Profit Maximization Where Resources are Limited
    • Make-or-Buy Decisions

    Planning & Budgeting:

    • Strategic Planning
    • The Annual Planning Cycle
    • Preparing Individual Budgets
    • Cash Budgets
    • Master Budgets
    • Behavioural Aspects of Planning & Budgeting

    Standard Costing & Flexible Budgeting:

    • Monitoring Performance Against Plans & Budgets
    • Responsibility for Variances
    • Flexible Budgets
    • A Standard Costing System
    • Calculation of Individual Variances
    • The Profit Reconciliation System
    • The Variance Analysis Report

    Accounting for Capital Investment Decisions:

    • The Long-term Objectives of a Business
    • Capital Investment
    • Collecting Data for Project Evaluation
    • Evaluating Capital Investment Projects
    • Pros & Cons of the Four Methods
    • Qualitative Factors in Capital Investment Decisions

    Interpretation & Assessment of Financial Information:

    • Ratios & Comparative Analysis
    • Gross & Net Profit Margins
    • Primary Performance Ratios
    • Return on Capital Employed (ROCE)
    • Liquidity Ratios
    • Working Capital Efficiency Ratios
    • Efficiency Ratios for the Hotel Industry
    • Capital Structure & the Risk-Return Relationship
    • Cost-Volume-Profit Ratios
    • Value-added Ratios
    • Other Value-added Ratios
    • Weaknesses of Ratio Analysis
    • Accounting, Purchasing & Cost Control

    Spreadsheet Applications in Accounting:

    • The Value of Spreadsheets
    • Common Commands & Functions
    • Preparing the Final Accounts of a Theatre
    • Preparing a Product Cost Structure
    • Pricing Rooms Using the Hubbart Formula
    • Graphing the Revenue & Cost Functions of a Travel Agency
    • Graphing a Break-even Chart
    • Preparing a Cash Budget
    • Examining Alternative Purchase Options
    • Comparing Two Hotels in Two Different Market Sectors
  • The Human Resource in Hospitality

  • Course Content:

    • Background to the Industry’s Workforce
    • Human Resource Management
    • Job Design
    • Recruitment
    • Selection
    • Appointment and Induction
    • Performance Management
    • Training
    • Management Development
    • Job Evaluation
    • Administration of Wages and Salaries
    • Incentives
    • Fringe Benefits
    • Labour Turnover and Termination of Employment
    • Employee Relations
    • Law of Employment
    • Human Resource Planning, Records and Statistics
    • Labour Costs and Productivity
    • Organizing Human Resources
    • Managing People
    • Managing in an International Context
    • Customer Care and Quality
    • Business Ethics
  • Hospitality Management

  • The Hospitality Industry – Travel & Tourism:
    • The Travel Industry
    • The Tourism Industry

    Profile of the Accommodation & Leisure Industry:

    • Accommodation – Hotels in UK, Europe & USA
    • Industrial Supply in UK & Europe
    • Historical Perspective – UK
    • Economic Issues
    • Organisations
    • Accommodation – Timeshare
    • Accommodation – Caravan & Camping
    • Other Activities Within the Hospitality & Leisure Industry

    Hotel Management – Dimensions & Structure:

    • Strategic Management
    • Feasibility Studies

    Aspects of Management:

    • Commissioning the Property
    • Procurement
    • Sources of Revenue & Operating Costs
    • Market Segments

    Accommodation Operations:

    • Marketing
    • Room Division
    • Rooms
    • Housekeeping
    • Planning & Organising the Housekeeping Department
    • Human Resource Management
    • Financial Control
    • Leisure Facilities

    Legislation:

    • Food Safety Legislation
    • Liquor Licensing Legislation
    • Health & Safety at Work
    • Planning Legislation

    Restaurant & Fast – Food Industry:

    • Catering Market
    • The Catering Markets by Sector
    • Market Sectors
    • Major Operations
    • Food & Beverage Management

    Contract Catering Industry:

    • Background & History
    • The Primary Markets
    • Industry Supply
    • The Three Major Companies

    Brewing Industry:

    • Background to the Industry
    • Major Operations

    Trends:

    • The Environment
    • Environment Initiatives
    • Environment Issues – The Hospitality Industry
    • Computer Reservations Systems
    • Quality Assurance
    • Total Quality Management
  • Marketing for Hospitality & Tourism

  • Main topics of study:

    Introduction: Marketing for Hospitality & Tourism:

    • Customer Orientation
    • What is Hospitality & Tourism Marketing?
    • Marketing in the Hospitality Industry
    • Undesirable Customers
    • Marketing Management
    • Marketing Management Philosophies
    • Marketing’s Future
    • The Internet Changes How We Market Hospitality Products
    • Great Leaders

    Service Characteristics of Hospitality & Tourism Marketing:

    • The Service Culture
    • Characteristics of Service Marketing
    • Management Strategies for Service Businesses
    • Ritz-Carlton: Taking Care of Those Who Take Care of Customers
    • Overview of Service Characteristics: The Servuction Model

    The Role of Marketing in Strategic Planning:

    • Nature of High-performance Businesses
    • Corporate Strategic Planning
    • A Strategic Look at Starbucks Coffee
    • Business Strategy Planning
    • Unique Challenges of the Hotel Industry

    The Marketing Environment:

    • The Company’s Micro-environment
    • The Company’s Macro-environment
    • Managing in Uncertain Times
    • Popcorn’s Cultural Trends
    • Linked Environmental Factors
    • Responding to the Marketing Environment

    Marketing Information Systems & Marketing Research:

    • The Marketing Information System
    • A “Questionable” Questionnaire
    • Research Problem Areas
    • The Internet: A Great Source of Marketing Information
    • Marketing Research in Small Business
    • Marketing Research in Smaller Organisations

    Consumer Markets & Consumer Buying Behaviour:

    • A Model of Consumer Behaviour
    • Personal Characteristics Affecting Consumer Behaviour
    • Senior Consumers
    • The San Diego Padres Baseball Club
    • The Buyer Decision Process
    • Unique Aspects of Hospitality & Travel Consumers

    Organisational Behaviour of Group Market:

    • The Organisational Buying Process
    • Participants in the Organisational Buying Process
    • Major Influences on Organisational Buyers
    • Organisational Buying Decisions
    • Group Business Markets
    • Dealing with Meeting Planners
    • The Corporate Account & Corporate Travel Manager

    Market Segmentation, Targeting and Positioning:

    • Markets
    • Market Segmentation
    • Jollibee: A Regional Fast Food Chain
    • Targeting Families by Targeting Kids
    • Market Targeting
    • “Elite-Napping” the Business Traveller
    • Market Positioning
    • Airline Positioning: Southwest Airlines

    Designing & Managing Products:

    • What is a Product?
    • Product Levels
    • Augmented Product
    • Brand Decisions
    • New Product Development
    • The National Food Laboratory Helps Restaurants Develop New Products & Improve Existing Products
    • Restaurants & Hotels Develop New Product Ideas
    • Product Development Through Acquisition
    • Product Life-cycle Strategies

    Internal Marketing:

    • Internal Marketing
    • When Employee Communications Go Against Customer Expectations
    • The Internal Marketing Process
    • Nonroutine Transactions

    Building Customer Loyalty Through Quality:

    • Defining Customer Value & Satisfaction
    • Tracking Customer Satisfaction
    • Relationship Marketing
    • Retaining Customers
    • The Link Between Marketing & Quality
    • What is Quality?
    • Benefits of Service Quality
    • Developing a Service Quality Program
    • The Five-gap Model of Service Quality
    • Forecasting Market Demand

    Pricing Products: Pricing Considerations, Approaches and Strategy:

    • Price
    • Factors to Consider When Setting Prices
    • Aspen Skiing Company Knows Out-of-State Visitors Are Less Price Sensitive
    • General Pricing Approaches
    • Pricing Strategies
    • Segmented Pricing: The Right Product to the Right Customer at the Right Time for the Right Price
    • Price Fixing
    • Other Pricing Considerations
    • Price Changes
    • The Internet Makes it Easy for Customers to Find Price Information

    Distribution Channels:

    • Nature & Importance of Distribution Systems
    • Nature of Distribution Channels
    • Marketing Intermediaries
    • Top Ten Ideas for Working with Travel Agents
    • Channel Behaviour & the Organisation
    • The Hilton Model
    • Restaurant Franchising
    • Selecting Channel Members
    • Responsibilities of Channel Members & Suppliers
    • Business Location

    Promoting Products: Communication & Promotion Policy & Advertising:

    • The Communication Process
    • Thank You – A Great Personal Communication
    • Establishing the Total Marketing Communications Budget
    • Managing & Coordinating Integrated Marketing Communications
    • Southwest Airlines
    • Manage the Integrated Marketing Communication Process
    • Advertising
    • How Does an Advertising Agency Work?
    • Major Decisions in Advertising
    • Association Advertising

    Promoting Products: Public Relations & Sales Promotion:

    • Public Relations
    • Taco Bell Provided Example of Creative Publicity
    • Major Activities of PR Departments
    • Publicity
    • Singapore Suntec Centre
    • The Public Relations Process
    • Major Tools in Marketing PR
    • Public Relations Opportunities for the Hospitality Industry
    • Crisis Management
    • Sales Promotion
    • Local Store Marketing

    Electronic Marketing: Internet Marketing, Database Marketing and Direct Marketing:

    • Internet Marketing
    • Using the Web to Market Tourism Destinations
    • Web Site Development
    • Business-to-Business E-commerce
    • Developing a Marketing Database System
    • Using your Database for Customer Research: Defining the Power of Your Loyal Customers
    • Gazelle Systems Brings Database Marketing to Restaurants
    • Manhattan East Suite Hotels Gives Customers What They Want Before They Ask
    • Direct Marketing

    Professional Sales:

    • Management of Professional Sales
    • Nature of Hospitality Sales
    • Sales Force Objectives
    • Sales Force Structure & Size
    • Organising the Sales Department
    • Relationship Marketing & Strategic Alliances
    • Recruiting & Training a Professional Sales Force
    • Managing the Sales Force

    Destination Marketing:

    • The Globalization of the Tourist Industry
    • Importance of Tourism to a Destination’s Economy
    • Stop the Brutal Marketing
    • Tourism Strategies & Investments
    • Gambling on Central City
    • Segmenting & Monitoring the Tourist Market
    • Maryland Office of Tourism Development Case Study
    • Communicating with the Tourist Market
    • Organising & Managing Tourism Marketing
    • National Tourism Organisations: How They Work

    Next Year’s Marketing Plan:

    • Purpose of a Marketing Plan
    • Section I: Executive Summary
    • Section II: Corporate Connection
    • Section III: Environmental Analysis & Forecasting
    • Section IV: Segmentation & Targeting
    • Section V: Next Year’s Objectives & Quotas
    • Section VI: Action Plans: Strategies & Tactics
    • Pricing Strategy
    • Section VII: Resources Needed to Support Strategies & Meet Objectives
    • Section VIII: Marketing Control
    • Section IX: Presenting & Selling the Plan
    • Section X: Preparing for the Future