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    Hospitality Operations and Management

    8 Students Enrolled
    8 Students Enrolled

    Additional information

    Hours: 730
    Duration: 12 months

    Language: English

    Data sheet

    Certification included

    To request more information, you can contact us via online chat, our website contact form, or toll free at 1-855-201-6910.

    Online courses are accessible 24/7/365 and self-paced, allowing you to progress at your own pace on your own schedule. They can be taken from anywhere in the world from the comfort of your own home. Classroom courses have a set schedule of the days and times the courses will be held, and you must attend during those specific times.

    Find out if online learning is right for you by contacting our team of registration advisers. Our team is available to answer any of your questions about taking an online course before you commit to enrolling. We will walk you through what to expect to ensure you are making the right decision. You can contact a registration adviser today via online chat, our website contact form, or toll free at 1-855-201-6910.

    No, you are not required to have a diploma or higher education degree to enroll in an online course. However, some occupations may require minimum educational thresholds for employment or certification. For more information on your desired career requirements, please contact us via online chat, our website contact form, or toll free at 1-855-201-6910.

    To take an online course, you will need to have access to an internet connection and an internet ready device such as a laptop, PC, or tablet. For course specific requirements, please visit the course page or contact a registration adviser today.

    Our courses are developed with multiple formats including text, audio, video, and interactivity. Our courses also include multiple resources and tools which can include flashcards, games, activities, and more.

    No, you can take the online courses from anywhere in the world.

    We participate in several financial assistance options including third party funding, both military and non-military. To request more information on the financial assistance options available and check your eligibility, contact us via online chat, our website contact form, or toll free at 1-855-201-6910.

    Duration is the amount of time you will receive access to your course. Durations vary by course and range between 1 month and 12 months. If you complete your course before your duration ends you will continue to have access to your course until the duration period ends.

    Many of our career training programs include certification vouchers. This means that at the successful completion of your course, at no additional charge, you will receive an exam voucher for the corresponding industry certification. This voucher will allow you to register and sit for the appropriate certification exam to obtain your industry credential.

    Our online courses are open enrollment, so you can start immediately. If you are using any third-party funding to cover your course tuition, your start date may be a future date determined by your funding program.

    Once enrolled, you will be assigned a client adviser who will provide you with customer and technical support. Your client adviser will supply you with your course access information, any needed materials, and be available to answer any questions you have during your training experience. They will regularly check-in with you to monitor your progress and assist you with staying on track. You will also be assigned to a course mentor who will provide curriculum support throughout your training. Your mentor is available to answer any questions you have on your course curriculum, will monitor your progress and understanding of the curriculum, and may give assignments or quizzes.

    If you experience any trouble accessing your course including technical issues or lost login credentials, please contact your client adviser at helpdesk@worldeducation.net.

    We strive to provide a fully online experience for students however some of our training courses include physical materials or equipment. Courses that have materials shipped directly to students will be shipped within 7 business days of registration. Some training courses have material for different sections and these courses may require multiple shipments as you completed stages of your course.

    Our goal for students is to successfully complete their training course and achieve their career goals. We understand that extenuating circumstances can interfere with your ability to complete your course in the duration given. Because of this we have free or low-cost extensions available for our courses upon request. To discuss or request an extension please contact your client adviser at helpdesk@worldeducation.net.

    Upon successful completion of your course and fulfillment of any outstanding financial obligations, you will receive your certificate of completion. Certificates are provided to you within 30 days of completion. Your certificate will validate the training course you completed with a stamp of completion.

    Students that successfully complete our career training programs are assigned a career development adviser who will coordinate placement at a local externship or hands on opportunity. These opportunities are optional and may vary based on availability and occupation. Your career development adviser will also provide job search services such as: resume building, mock interviews, job opportunity resources, and more. Our professional enrichment courses do not come with a career adviser or career services.

    Program Description

    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. 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.

    Learning Objectives

    After completing this program, you should be able to: • Define the mission and product of hospitality • Identify factors to consider when managing lodging • Understand 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 • Understand 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

    Courses Included

    • Hospitality: An Introduction
    • Support Center Analyst
    • Hospitality Sales and Marketing


    Hospitality: An Introduction Module 1 Introducing Hospitality • Hospitality through the Ages • Ancient Times • Medieval Times • 18th and 19th Centuries • The Interrelated Nature of Hospitality and Tourism • Hospitality Industry Philosophy • Sustainable Hospitality • The Focus on Service • Trends in Hospitality and Tourism Hospitality: An Introduction Module 2 The Hotel Business • History of Innkeeping in the United States • Hotel Development and Ownership • Franchising • Contracts and Trusts • Classification of Hotels • Best, Biggest and Most Unusual Hotels and Chains • International Perspective • Sustainable or Green Lodging • Trends in Hotel Development Hospitality: An Introduction Module 3 Rooms Division Operations • The Functions and Departments of a Hotel • Role of the Hotel General Manager • Revenue Management • Reservations • Guest Services • Concierge • Housekeeping • Sustainable Lodging • Security/Loss Prevention Hospitality: An Introduction Module 4 Food and Beverage Operations • Food and Beverage Management • Kitchen • Food Operations • Bars • Stewarding Department • Catering Department • Room Service/In-Room Dining • Sustainable Food and Beverage Operations • Trends in Lodging Food and Beverages Hospitality: An Introduction Module 5 Beverages • Wines • Beer • Sustainable Brewing • Spirits • Nonalcoholic Beverages • Bars and Beverage Operations • Inventory Control • Personnel Procedures • Liquor Liability and the Law • Trends in the Beverage Industry Hospitality: An Introduction Module 6 The Restaurant Business • Developing a Restaurant • Restaurant Market and Concept • Restaurant Location and Ambiance • Sustainable Restaurants • Menu Planning • Equipment Capacity and Layout • Price and Pricing Strategy • Classification of Restaurants • Trends in the Restaurant Business Hospitality: An Introduction Module 7 Restaurant Operations • Front of the House • Restaurant Forecasting • Service • Suggestive Selling • Sustainable Restaurant Operations • Back of the House • Food Production • Management Involvement • Purchasing and Receiving • Storing and Budgeting • Restaurant Accounting Hospitality: An Introduction Module 8 Managed Services • Airlines and Airports • Military • Elementary and Secondary Schools • Colleges and Universities • Managing Managed Services • Sustainable Managed Services • Health Care Facilities • Business and Industry • Leisure and Recreation • Trends in Managed Services Hospitality: An Introduction Module 9 Tourism • What is Tourism? • The Five Ages of Tourism • Rail, Automobile, and Coach Travel • Airlines • Cruise Ships • The Economic Impact of Tourism • Promoters of Tourism • Business Travel • Ecotourism Hospitality: An Introduction Module 10 Recreation, Attractions and Clubs • Recreation, Leisure and Wellness • Government-Sponsored Recreation • Commercial Recreation • Disney and Universal Studios • Regional Theme Parks • Animal Attraction • Historic Places/Sites • Museums and Performing Arts • Destinations • Noncommercial Recreation Hospitality: An Introduction Module 11 Gaming Entertainment • The Casino Resort • Types of Casino Operations • Comps • Components of Casino Resorts • Evolution of Gambling and Casinos • Working in a Casino Resort • Casino Operations • Sustainability in Gaming Entertainment Hospitality: An Introduction Module 12 Meetings, Conventions and Expositions • Key Players in the Industry • Types of Meetings and Conventions • Types of Associations • Historical Associations • Venues • Convention Centers • Conference Centers • Sustainable Meetings and Conventions Hospitality: An Introduction Module 13 Special Events • What Event Planners Do • Challenges and Tools for Event Planners • Classifications of Special Events • Required Skills and Abilities for Planners • Special Event Organizations • Sustainability in Special Events • The Special Events Job Market • Trends in the Special Events Industry Hospitality: An Introduction Module 14 Leadership and Management • Leadership • Example of Excellence in Leadership • Hospitality Management • What is Management? • Managerial Skills • Sustainable Leadership • Distinction Between Leadership and Management • Ethics • Trends in Leadership and Management Hospitality Sales and Marketing Module 1 Introduction to Hospitality Marketing and Sustainability • The Marketing Mix • Services Marketing • Destination Marketing • Service Trends Affecting the Hospitality & Tourism Industry • External Environment • Sustainable Development • Managing for Sustainability Hospitality Sales and Marketing Module 2 Hospitality Consumers and Market Segmentation • Consumer Decision-Making Model • Consumer Problem-Solving Processes • Consumer Problem-Solving Techniques • Organizational Buyer Behavior • Segmentation Variables • Market Segmentation Strategies • Positioning the Product-Service Mix Hospitality Sales and Marketing Module 3 Developing a Marketing Plan • Marketing Plans • Strategic Marketing • Tactical Marketing • Marketing Planning Process • Sales Forecasting • Quantitative Forecasting Techniques Hospitality Sales and Marketing Module 4 Marketing Decisions and Pricing Strategy • Sources of Marketing Information • Marketing Research Process • Destination Research • Ethical Issues in Marketing Research • Factors that Affect Pricing Decisions • Broad Pricing Strategies • Pricing Techniques & Procedures • Segmented Pricing • Revenue Management • Pricing Law & Ethics Hospitality Sales and Marketing Module 5 Developing and Managing New Products/Services • Planning for New Products • Organizing for New Product Planning • New Product Development Process • Identifying Products and Services • Destination Product Development • Product Life Cycle • Resource Allocation Models and Applications • Managing in the Service Environment • Techniques to Assess Customer Satisfaction Hospitality Sales and Marketing Module 6 Supply Chain Management and Electronic Commerce • Distribution Strategy • Channel Management • Franchising • Electronic Commerce Strategy • Internet Strategies • Search Engine Optimization Hospitality Sales and Marketing Module 7 Marketing Communications, Advertising, and Social Media • Managing the Promotion Mix • Managing the Advertising Function • Planning & Evaluating Advertising Campaigns • Criticisms of Advertising • Developing Media Plans • Print Media • Broadcast Media • Direct Mail • Support Media • Social Media Hospitality Sales and Marketing Module 8 Sales Promotions, Public Relations, and Personal Selling • Types of Sales Promotions • Push and Pull Promotions • Merchandising • Selling to Group Markets • Personal Selling Process • Personal Selling Tools • Ethical Issues in Personal Selling Support Center Analyst Module 1 - Leadership Principles: • Ethics • Time Management • Written Communication • Continuous Learning: Industry News and Trends • The Role of the Support Center Analyst (SCA) • Global Perspective • Emotional Intelligence • Leadership Principles Five-question Graded Assessment Support Center Analyst Module 2 - Policy and Strategy: • Professional Conduct • Organizational Policy • Overview of Support Center Services • Policy and Strategy Five-question Graded Assessment Support Center Analyst Module 3 - People Management: • Teamwork • Building Rapport • Stress Management • People Management Five-question Graded Assessment Support Center Analyst Module 4 - Support Center Systems and Delivery Methods: • Support Center Infrastructure • Telephony Systems • Computer Telephony Integration (CTI) • Self-Healing Technology • Support Center Service Delivery Methods • Telephone Support • Desk-side Support • Electronic Support • Chat Best Practices • Self-Service • Integrated Systems • Monitoring and Alert Systems • Self-Diagnosing Technology • Systems and Delivery Methods 10-question Graded Assessment Support Center Analyst Module 5 - SCA Job Responsibilities: • Service Level Management (SLM) • Security Management • Incident Management • Request Fulfillment • Problem Management • Change Management • Service Asset and Configuration Management • Release and Deployment Management • Access Management • Knowledge Management • Support Center Incident Management Simulation Game • SCA Job Responsibilities 10-question Graded Assessment Support Center Analyst Module 6 - Professional Communication Skills: • Continual Service Improvement (CSI) • Customer Management • Active Listening • Relationship Building • Customer Competency Assessment • Conflict and Negotiation Management • Documentation Processes • Problem Solving • Escalation • Professional Communication Skills 10-question Graded Assessment Support Center Analyst Module 7 - Measuring Customer Satisfaction: • Status Reports • Procedures • Quality Assurance (QA) • Customer Satisfaction Surveys • Customer Service • Support Center Best Practices and Frameworks • Customer Satisfaction Five-question Graded Assessment Support Center Analyst Module 8 - Performance Results: • Metrics and Measurements • Balanced Scorecard • Performance Results Five-question Graded Assessment



    There are no specific prerequisites for this program. Students should have basic keyboarding and computer skills, and be comfortable navigating the internet.


    • Welcome to Hospitality: An Introduction
    • Selling Hospitality: A Situational Approach

    Technical Requirements

    All required reference materials are provided with this program. Technical requirements: Internet Connection • Broadband or High-Speed (DSL, Cable, Wireless) Hardware Requirements • Processor - 2GHz Processor or Higher • Memory - 1 GB RAM Minimum Recommended Software Requirements • Operating Systems - Windows 7, 8 or 10; Mac OS x 10 or higher • Microsoft Office 2007, 2010 or 2013 or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx) • Internet Browsers - Google Chrome is highly recommended • Cookies MUST be enabled • Pop-ups MUST be allowed (Pop-up Blocker disabled) • Adobe PDF Reader



    • 100% Online, Self-Paced • Open Enrollment • Admissions and Student Support • Multimedia Rich and Interactive Content • Industry Certification Exam, when applicable • Hands-on Opportunity Upon Completion

    Career Services

    Students that successfully complete our career training are given a full years access to our modern day career services. With our career services, students are provided a multitude of career development tools to help launch their career quickly and successfully. These tools include:

    • Certification Exam Voucher and Registration Assistance (If Applicable)
    • Resume Building Assistance
    • Externship or Shadowing Placement
    • Career Coaching
    • Employer Skills Matching
    • And More!

    We are dedicated to serving our students on their unique career development journey. Whether you are transitioning to a new career, entering the workforce for the first time, or an experienced professional looking to climb the corporate ladder, our career services team can provide you with professional development tools applicable for any stage of your career.

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