This course provides an in-depth exploration of hotel management and the broader hospitality
industry, equipping participants with the essential knowledge and skills required to succeed in the
dynamic field. Through interactive sessions and practical exercises, participants will learn about the
core functions of hotel management, strategic planning, entrepreneurship, risk management, and
current industry trends.
The core functions of hotel management include managing the front office, overseeing housekeeping and cleanliness, managing food and beverage services, and handling financial and human resources management. Marketing management is also important for attracting customers and increasing revenue. Efficient management is essential for delivering quality service and achieving success in the hotel industry.
The concept of the four core management functions—planning, organizing, leading, and controlling—can be traced back to the early 20th century. These functions were popularized by Henri Fayol, a French mining Engineer and Management Theorist.
Human Resource Management (HRM) encompasses the strategic approach to managing an organization'smost valuable asset—its employees. HRM is responsible for recruiting, hiring, training, and developingemployees, as well as managing employee relations, performance, and benefits. In the hospitality industry, effective HRM is crucial for maintaining high service standards, enhancingemployee satisfaction, and promoting a positive organizational culture that ultimately translates toimproved guest experiences.
In the hospitality industry, understanding financial performance metrics is crucial for effective management and decision-making. Financial statements provide a comprehensive view of a hotel's financial health, while performance metrics help assess operational efficiency and profitability.
Marketing refers to the activities a company undertakes to promote the buying or selling of its products
or services. Marketing includes advertising and allows businesses to sell products and services to
consumers, other businesses, and organizations.
Most of us expect a certain level of basic customer service, where we receive assistance with a
product or service, but excellence in customer service is much more. Excellence in customer service is about curating the best customer experience before, during, and after their purchase. It’s about providing a seamless, personalized experience, where a customer feels heard, personally taken care of, and that their expectations have been surpassed. Customer service is a critical component of the hospitality industry, directly influencing guest satisfaction and loyalty.
At its most basic level, entrepreneurship refers to an individual or a small group of partners who strike
out on an original path to create a new business. An aspiring entrepreneur actively seeks a particular business venture, and it is the entrepreneur who assumes the greatest amount of risk associated with the project.
Understanding the various business models in the hospitality industry is crucial for aspiring professionalsand entrepreneurs. Each model has its unique characteristics, advantages, and challenges, influencinghow businesses operate, attract customers, and generate revenue. This chapter explores the mostcommon business models in hospitality, providing insights into their framework and application.
Strategic planning is a systematic process that helps organizations define their direction and make
informed decisions about resource allocation and actions to achieve long-term goals. In the context of
hotel management, strategic planning involves assessing both internal capabilities and external market
conditions to formulate strategies that enhance competitiveness and ensure sustainable success.
The Business Model Canvas is a strategic management tool that provides a visual framework for
developing and refining a business model. It helps entrepreneurs and managers clearly outline the various
components that contribute to the success of a business, allowing for a comprehensive understanding of
how different elements interact. This chapter will explain each of the nine key components of the
Business Model Canvas, specifically within the hospitality industry context.
SWOT Analysis framework originated in the 1960s as part of the strategic planning process developed
by Albert Humphrey at the Stanford Research Institute. The intent was to create a simple and effective
method for organizations to evaluate their strategic position. Over time, SWOT analysis has gained
popularity across various industries, including hospitality, due to its versatility and straightforward
approach.
