This program 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. 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. 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. 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.
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
• 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
• 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
There are no specific prerequisites for this program. Students will need access to both a computer and the internet. Students should have basic keyboarding and computer skills, and be comfortable navigating the internet.
The intended audience for this program is individuals that are seeking to enhance their skills or find employment in Hospitality Operations and Management.
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.
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