Post Graduate Diploma in International Hotel Management
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Term 1 |
Internship |
Term 2 |
Internship (optional) |
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Intakes: August and March Duration: 1 year (4 terms, 2x courses, 1 internship) |
Age: Mature adults |
Progression and Accreditation: This course is part of the managed progression of SHML courses towards the Master Degree at the
Academic Program: Semester 1
FOOD AND BEVERAGE OPERATIONS
Within Service Industries, Hospitality occupies centre stage in representing the happy and pleasant side of Service, through a myriad of products and service methods/styles, aimed at satisfying and possibly exceeding guests’ expectations.
This module is based on three principles. The first principle consists in reproducing the owner-operator interaction as practiced within the industry at foundation, that is: identifying the right mix of outlets for the best possible chances to gain market share Vis a
Service operations
Participants to understand, explain/apply: Mix of F&B Outlets as decided by Hotel Operators: market environment, competition, overall reasons for choice. Outlets’ Concept overview: Interior Design, Seating Capacity, Market, Operating Philosophy, Operating Hours, Entertainment, Special Features, Service Style, Menu, Standard Communication Level, Table Top, Uniforms, Personnel, Pricing/Revenue Potential, Marketing Plan.
Standards: Brand philosophy about F&B Standards; Outlets’ required standards: Knowledge, Skills and Attitude; Outlets service organization; Service cycle: welcoming guests to billing;
Service in depth: the service persona, service styles and technique, efficiency, courtesy, safety; Service evaluation techniques;
Menu Planning: in-depth;
Outlets opening and closing procedures; Hygiene, health and safety (HACCP) applications and laws;
Banqueting Operations
Participants to understand, explain/apply: Mix of banqueting events; Characteristic and requirements for each type of events; Banqueting organization chart; Operational relationships with Production and Stewarding; Mix of menus used within banqueting; Preparation of different banquets; Delivery of service; Hygiene and safety requirements; Post event procedures.
Wine and Bar Service
Participants to understand, explain/apply: The beverage market and beverage classification according to type and alcoholic content, affecting packaging, beverage lists, standard portions, glassware, service styles; Specific characteristics of all beverage types, affecting beverage to food harmony; Generic processes of wine and other beverage production; Standards and procedures of beverage storage; Standards and procedures regulating wine and beverage service to customers within dining areas and at the bar; Preparation and service of the main types of cocktails; Bar management techniques; Beverage legislation and ethical issues;
Food and Beverage Marketing
The main aim of these chapters is to enable students who are being taught F&B Operations to understand marketing aspects affecting F&B operations, to emphasize on the need for full cooperation from F&B staff.
Participants to understand, explain: Focus on current and future guest; Corresponding outlets mix and features; Assessing competition’s F&B offer; F&B advertising; Promotions, F&B public relations; Merchandising.
F&B Human Resource Supervision
The main aim of these chapters is to enable students who are being taught F&B Operations to understand HR aspects affecting F&B operations, to emphasize on the need for full cooperation from F&B staff.
Participants to understand, explain/apply: F&B–HR Interdepartmental relationship: Common goals, Lines of Authority, Roles; Job specifications; Job descriptions; Standard performance; Assessment; Motivation; Training; Rewards/Benefits.
Cost Control
The main aim of this module—incorporated within F&B operations—is a) to enable students to understand and explain Accounting aspects affecting the operation and b) to emphasize on the need for full cooperation from F&B staff.
Participants to understand, explain/apply: Introduction to Acc/Cost Control; Profile of Cost Controller; Cost Control for F&B cycle; F&B specifications, Purchasing, Receiving, Storing, Issuing, Pre-preparation, Yield test, Cost factors, Menu costing, Cashiering, Sales and Potential Cost Analysis, Daily F&B Costs, Reconciliations of F&B Costs, Outlets Income Statement; Menu pricing (F&B Mgr); Menu engineering; Average F&B checks, Beverage costs, F & B ratios.
FOOD PRODUCTION AND STEWARDING
This module aims to introduce the production department and its primary supporting role of the F&B service environment. It covers details of space and equipment configuration for a smooth F&B cycle; equipment specifications, usage and maintenance; appropriate organization for all kitchen outlets; type of merchandise and its specifications; cooking methodology.
Participants to understand, explain/apply: Kitchen planning space for main and satellite kitchens; Kitchen planning of supporting areas, including Stewarding; Kitchen equipment, specifications, configuration; Organization: profiles, roles, responsibilities; Interdepartmental relationships; Food specifications; Market list and Stock lists; Yield tests; Menus; Standard portions; Food refrigeration principles; Cooking methodologies; Kitchen cost budgets; Potential costs; Kitchen cost records; Nutrition; Hygiene; Safety; Legislation.
Stewarding planning areas; Range of equipment under Stewarding control; Equipment specifications, configuration; Stewarding organization: profiles, roles, responsibilities; SOPs; Interdepartmental relationships; Stewarding budgets.
ROOMS DIVISION MANAGEMENT
Within Service Industries, Hospitality occupies centre stage in representing the happy and pleasant side of Service, through a myriad of products and service methods/styles, aimed at satisfying and possibly exceeding guests’ expectations.
What was valued one century ago is still valid today: guests enjoy and willingly agree to pay a high price for an outstanding product, through smart and personalized service, within the right place, right ambiance and comfort level. This sort of experience was and still is occurring within the RD Departments, and the largest share of Hotels’ revenue was and still is originating from this front-line operation.
The module is based on three principles. The first principle consists in reproducing the “natural interaction” as it happens between owners and operators at foundation, that is: identifying the right standard and rooms’ mix for differentiation from competition, thus gaining market share. The second principle, grounded in organisational practice, is to set up and configure in a reverse engineering mode the departments—including Housekeeping—planned to support: a) concept of Rooms/Suites and b) rooms inventory. The third principle consists in delivering, in a continuous mode, educational material that highlights on the reasons for close interdepartmental relationships.
Rooms Division Services
Participants to understand, explain/apply: Accommodation Services; Reception Services; PMS-Property Management Software systems; Reservations; Rate Management; Profiles; Front Desk; Back Office Interface; Rooms Management; Cashiering; Accounts Receivable; Commissions; Reporting; Legal and statutory requirements; Front of house area; Property interiors and design Services; Operational issues.
Front Office Management Techniques
Participants to understand and explain/apply: Yield management; Sales techniques; Forecasting and statistical data.
Housekeeping Operations
Participants to understand and explain/apply: Hotel operations’ overview; HK department’s space and equipment configuration; FF&E/OE; Linen; Organization, Interdepartmental relationships; Usage of equipment and chemicals; SOPs; Budgets; HK costs management; Legislation.
INTRODUCTION TO HOTEL ENGINEERING
This module is designed to enable students to develop a sound understanding of the basic engineering principles concerning the technologies necessary to make a hotel work properly and smoothly. Starting with a summary study of technology as applied to the hospitality industry, the module concludes with a presentation of energy and ecology concepts, in the framework of modern durability and sustainability common and good practice.
Participants to understand and explain:
Water technology: drinking water, water networks, sanitary installations, hot water, waste water, water conditioning and regeneration.
Air technology: climate and comfort, Heating, Ventilating and Air Conditioning (HVAC), refrigeration and food conservation.
Electricity: production (including hydro power, thermo/nuclear power, geothermal, wind and solar power), distribution and use, lighting, Information Technology (IT), modern energy-saving equipment and cogeneration
Energy consumption in hotels, according to category: water, air, fuels and electricity, associated costs and savings measures
Ecology: modern criteria of ecological hotel management
HOTEL PLANNING and DESIGN
This module is designed to enable students to develop a sound understanding of the basic
parameters needed to plan and design a hotel construction project, including new projects, renovations, remodelling, upgrading and additions. In addition, some concepts of modern
Project Management are treated to provide the students with the tools needed to control the three major variables of construction, namely: Costs, Quality and Time.
Participants to understand and explain:
Introduction: Hotel Project evolution, from an idea to a concept; from the draft projects and to the final project;
Primary hotel parameters: Type, Category and Size;
Basic surfaces: Room Unit (RU), guest rooms, public spaces, points of sale, utilities;
Room Division planning: room functional analysis, circulation patterns, efficiency, safety, security and hygiene;
F&B planning: restaurants, kitchens, bars, banquet halls, goods and waste management;
Congress facilities planning: halls, ancillary facilities, basic equipment;
The construction costs: a parametric approach to costs estimates.
Internship Program: Semester 2
Participants are to undergo an internship either in
Academic Program: Trimester 3
INTRODUCTION TO ENGINEERING PROJECT
This module is designed to enable students to prepare for the Engineering part of the Capstone (see Professional Hospitality Business Enterprise, below)
HOSPITALITY ACCOUNTING and FINANCIAL MANAGEMENT
This unit introduces learners into Managerial Accounting, and will focus on aspects of accounting, finance and economics which concern property owners, operators and hospitality managers.
Focus on optimizing controllable expenses to meet targeted Gross Operating Profit while ensuring a stable value for guests.
Students to explain with reasons accounting procedures leading GOP, and familiarize with accounting and finance activities related to the program topics: Introduction to Managerial Accounting; Definition of controllable expenses and occupation costs; Uniform System of Accounts schedules; Analysis of controllable expenses; Income Statement; Balance Sheet; Statement of Cash flows; Ratio Analysis; Cost-Volume-Profit Analysis; Forecasting Methods; Operations Budgeting; Cash Management; Internal Controls; Capital Budgeting and Lease Accounting.
HOSPITALIY SALES
The Sales and Marketing department of most international hotels rely on talented Sales staff to execute directives for pre-defined market segments as outlined in the Marketing plans. Hotels and Resorts look to hire and promote highly self motivated people who have confidence in their own abilities to sell. Revenue generation is one of the corner stone’s of the hospitality business and it is usually up to the Sales Department to generate new sales and maintain ongoing sales by having good relations with current distribution channels e.g. Corporations, Travel Agents, Intermediaries, Airlines, Wholesalers and Government agencies.
Participants to understand and explain/apply:
Sales function and organization; Sales cycle; Creating Demand and Sales: Demand created by - Sales created by; Role of Sales Organizations; Setting goals and targets; Awareness of consumer and buyer behavior; Customer satisfaction needs, Customer benefits; Business Law; Laws related to Sales contracts; Human Rights: Equal Opportunities, Quality assurance, Racial discrimination; Trade Practices Act: Prohibited businesses, Refusal to supply, Recommended price lists, Buying groups, Consumer protection, Safety regulations;
Ethics: Exaggerations, Pressuring, Outselling no matter the consequences, Spying, Receipt of confidential and sensitive information from customers, Gifts and bribes, Conduct, Reputation.
MARKETING MANAGEMENT
Marketing is the principal mechanism for the provision of choice in free markets. As such, it is important to consider the core philosophy of marketing and establish the foundations for marketing management. This involves considering fundamental marketing precepts; the application of these concepts, and elements of marketing management. While focusing on hospitality, we examine these issues within a variety of organizations and contexts. In doing this, students will have the opportunity to assimilate, synthesize and apply key marketing concepts and techniques. The aim is to provide a foot-hold in the discipline and practice of marketing that enables participants to gain the knowledge required for interacting with marketing in an organizational context.
Participants to understand and explain/apply: Role of marketing - marketing as a social and managerial system for the provision of choice, a mechanism of exchange and a means of constructing cultural meaning; Marketing philosophies - the evolution of marketing as an academic discipline and its development and application within different organizational forms; Concept of marketing, the marketing process and the importance of marketing to hospitality, five star organizations; Marketing principles of understanding the customer; Marketing strategies of a variety of hospitality operations; Basic principles of marketing through an understanding of marketing objectives, marketing mix, market segmentation and marketing communications; Constraints affecting marketing for hospitality organizations; Market research methods and data-collection techniques; Principles of marketing environment analysis through an understanding of the elements of PEST and SWOT analysis; Branding; Change management; International issues.
HUMAN RESOURCE MANAGEMENT
The purpose of this module is to help managers address the complexities of the people (HR) dimension of their role responsibilities. It aims to provide a broad understanding of the key HR areas impacting on individual, team and organizational performance over which managers can expect to have direct accountability and responsibility. The knowledge, skills and understanding developed are intended to help managers create a sustainable staffing base consistent with corporate strategy/mission and business unit objectives.
Participants to understand and explain:
Managing the human resource: the role and function of HR within hospitality organizations;
Human resource planning: modeling HRP; external and internal strategic integration; globalization and HRP; the HRP contribution to change management; the psychological contract and ethical dimensions.
Recruitment and selection: the theoretical basis of R&S; strategic R&S; R&S and change management; legal and ethical perspectives; international issues; critical evaluation of theory and practice.
Human resource development: different approaches to HRD; strategically focused HRD; managerial responsibilities and manager development; HRD contribution
Performance management : continuum of different meanings; the primacy of external and internal strategic integration; performance appraisal; performance-based rewards; legal and ethical perspectives; PM as a driver and facilitator of change; cross-cultural implications for PM.
Managing the employment relationship: the nature of the employment relationship; parties involved in its management; statutory frameworks; key concepts such as conflict, cooperation, involvement and commitment; processes used to regulate the employment relationship:
Terminating the employment relationship: managing dismissal and redundancy; statutory aspects; organizational downsizing and change implications; ethical and sustainability considerations
BUDGET HOTEL CHAINS OPERATIONS MANAGEMENT
The module aims to discuss and evaluate the role and contribution of the operations function of Budget Chains within the hospitality market context
Participants to understand and explain: Market criteria and customer satisfaction for the way in which operations are designed and managed; Apply concepts and theories in a variety of service operations, including global organizations; Evaluate operations management solutions in response to changing business environments;
The role and impact of emerging Budget Chains Brands within the international market; Budget Chains Operations Management strategy: the relevance of 'leaders' and customer satisfaction; Impact on organizational processes and infrastructure;
Design and operations: products, services and processes;
Management of operations: planning and control, including supply chain; improving operations performance: improvement processes and their application.
PROFESSIONAL HOSPITALITY BUSINESS ENTERPRISES: CAPSTONE
Professional Hospitality Business Enterprises—representing the application of Research Method—is a capstone business game for Students and is designed to pull together all of the other disciplines learned over the 3 years into one project. The main objective is to allow students in a team to create a hospitality product such as an International 5 star hotel or a 5 star resort; the teams of groups of not more than 4 students will compete with other teams to be the top Hotel or Resort product chosen by PHE Board of Directors. Stages of the Business Enterprises are: Concept presentations and feasibility; Operations plans; Marketing plan; Financial plan; Final Business plan.
Internship Program: Semester 4 (optional)
Participants may decide to remain in
Certificates and Diploma
At the end of Semester 1 and first internship, participants will be awarded:
Post Grad Certificate in Hotels F&B and R/D Operations - PHEW and Related Subjects-
At the end of Trimester 2 participants will be awarded:
Post Grad Diploma in International Hotel Management
