Introduction

Hotel operations form the backbone of the hospitality industry, ensuring that each guest has a seamless and enjoyable experience from check-in to check-out. This 5-day course provides a comprehensive introduction to the essential aspects of hotel operations, covering key departments, guest services, and the role of technology in streamlining hotel management. Participants will gain a foundational understanding of how each department works together to deliver excellent service and learn best practices for efficient hotel operations in a fast-evolving landscape.

Course Objectives

By the end of this course, participants will:

• Understand the core functions and structure of a hotel’s operational departments.
• Gain insight into daily operations, including front office, housekeeping, food and beverage, and maintenance.
• Learn essential guest service principles and effective communication techniques.
• Explore the importance of technology and digital tools in hotel management.
• Develop basic skills in managing bookings, reservations, and guest complaints.
• Recognize the importance of teamwork and collaboration across departments.
• Create a personalized action plan to apply learned skills in a hotel operations role.

Who Should Attend?

This course is suitable for:

• Aspiring hotel managers and hospitality professionals new to the industry.
• Frontline hotel staff looking to broaden their understanding of operations.
• Business owners, supervisors, and department heads seeking to improve hotel efficiency.
• Hospitality students and graduates aiming for a career in hotel operations.
• Anyone interested in gaining foundational knowledge of hotel operations, including back-of-house and front-of-house roles.

Course Outline

Day 1: Introduction to Hotel Operations and Front Office Management

• Session 1: Overview of Hotel Operations: Departments and Their Functions
• Session 2: The Role of the Front Office: Creating First Impressions and Managing Check-In/Check-Out
• Session 3: Reservations and Booking Management: Essential Skills for Front Desk Staff
• Session 4: Guest Communication and Problem Resolution at the Front Office

Day 2: Housekeeping and Maintenance Essentials

• Session 1: Housekeeping Operations: Maintaining Cleanliness and Guest Satisfaction
• Session 2: The Housekeeping Workflow: Room Assignment, Cleaning, and Inspection
• Session 3: Importance of Maintenance and Facilities Management in Guest Comfort
• Session 4: Coordination Between Housekeeping, Maintenance, and Front Office

Day 3: Food and Beverage (F&B) Operations

• Session 1: F&B Department Overview: Services, Standards, and Guest Expectations
• Session 2: Introduction to Restaurant Operations and Room Service
• Session 3: F&B Inventory, Safety, and Compliance in Hotel Operations
• Session 4: Ensuring Quality and Consistency in Guest Dining Experiences

Day 4: Technology and Digital Tools in Hotel Operations

• Session 1: Property Management Systems (PMS) Overview: Key Features and Functions
• Session 2: Integrating Online Booking Platforms and Channel Managers
• Session 3: Technology for Guest Services: Mobile Check-In, Smart Rooms, and Chatbots
• Session 4: Leveraging Data Analytics and Guest Feedback for Continuous Improvement

Day 5: Coordination, Teamwork, and Guest Service Excellence

• Session 1: Importance of Interdepartmental Coordination in Hotel Operations
• Session 2: Effective Communication and Team Dynamics in Hospitality
• Session 3: Creating Memorable Guest Experiences and Exceeding Expectations
• Session 4: Building a Personal Action Plan for a Career in Hotel Operations