Hospitality Operations and Management Basics [PART 1]

Unit 1: Introduction to Hospitality and Tourism Program
Chapter 1 – Hospitality & Tourism
3 Topics | 2 Quizzes
1.1 The History of Hospitality and Tourism
1.2 The Scope of the Hospitality Industry
1.3 Guest Service on a Global Scale
Chapter 1 Quiz [HOMP 1]
Chapter 1 Essay Questions [HOMP 1]
Chapter 2 – Careers in Hospitality
3 Topics | 2 Quizzes
2.1 Exploring Careers in Hospitality and Tourism
2.2 The Hospitality and Tourism Professional
2.3 The Interview Process
Chapter 2 Quiz [HOMP 1]
Chapter 2 Essay Questions [HOMP 1]
Unit 2: Hospitality Soft Skills
Chapter 3 – Guest Cycle
2 Topics | 2 Quizzes
3.1 The Guest Cycle
3.2 Guests: Who are They?
Chapter 3 Quiz [HOMP 1]
Chapter 3 Essay Questions [HOMP 1]
Chapter 4 – Guest Experience Cycle
3 Topics | 2 Quizzes
4.1 Stages of the Guest Experience Cycle
4.2 Operations and the Guest Experience
4.3 Guest Recovery
Chapter 4 Quiz [HOMP 1]
Chapter 4 Essay Questions [HOMP 1]
Unit 3: Operational Areas
Chapter 5 – Financial Processes and the Guest Cycle
2 Topics | 2 Quizzes
5.1 Follow the Dollar
5.2 The Guest Cycle and Financial Opportunities
Chapter 5 Quiz [HOMP 1]
Chapter 5 Essay Questions [HOMP 1]
Chapter 6 – Communication
2 Topics | 2 Quizzes
6.1 Communication
6.2 Workplace Etiquette
Chapter 6 Quiz [HOMP 1]
Chapter 6 Essay Questions [HOMP 1]
Chapter 7 – Front Office Operations
3 Topics | 2 Quizzes
7.1 The Front Office Manager
7.2 Front Office Positions
7.3 The Financial Reporting Cycle
Chapter 7 Quiz [HOMP 1]
Chapter 7 Essay Questions [HOMP 1]
Chapter 8 – Executive Housekeeping Operations
2 Topics | 2 Quizzes
8.1 Keeping It Clean
8.2 Housekeeping Inventory
Chapter 8 Quiz [HOMP 1]
Chapter 8 Essay Questions [HOMP 1]
Chapter 9 – Faculties Management
2 Topics | 2 Quizzes
9.1 Facilities Management
9.2 Preventative Maintenance
Chapter 9 Quiz [HOMP 1]
Chapter 9 Essay Questions [HOMP 1]
Chapter 10 – Food and Beverage Services
2 Topics | 2 Quizzes
10.1 Food and Beverage Operations
10.2 Food and Beverage Departments
Chapter 10 Quiz [HOMP 1]
Chapter 10 Essay Questions [HOMP 1]
Unit 4: Sales and Marketing
Chapter 11 – Resort Operations
1 Topic | 2 Quizzes
11.1 Resorts
Chapter 11 Quiz [HOMP 1]
Chapter 11 Essay Questions [HOMP 1]
Chapter 12 – Operational Finances
2 Topics | 2 Quizzes
12.1 Revenue Centres vs Cost Centres
12.2 The Night Audit
Chapter 12 Quiz [HOMP 1]
Chapter 12 Essay Questions [HOMP 1]
Chapter 13 – Marketing
3 Topics | 2 Quizzes
13.1 Operational Role of Marketing
13.2 Tools of Marketing
13.3 Marketing Messages
Chapter 13 Quiz [HOMP 1]
Chapter 13 Essay Questions [HOMP 1]
Chapter 14 – Sales
3 Topics | 2 Quizzes
14.1 The Role of the Sales Department
14.2 Prospecting
14.3 Types of Sales
Chapter 14 Quiz [HOMP 1]
Chapter 14 Essay Questions [HOMP 1]
Chapter 15 – Operational Safety
3 Topics | 2 Quizzes
15.1 Occupational Safety
15.2 Risk Management
15.3 Occupational Safety and Health Administration (OSHA)
Chapter 15 Quiz [HOMP 1]
Chapter 15 Essay Questions [HOMP 1]
Chapter 16 – Security
2 Topics | 2 Quizzes
16.1 Security
16.2 Operational Emergencies and Preparedness
Chapter 16 Quiz [HOMP 1]
Chapter 16 Essay Questions [HOMP 1]
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Chapter 3 – Guest Cycle

Hospitality Operations and Management Basics [PART 1] Chapter 3 – Guest Cycle
Competencies

1. Identify the tasks performed during pre-arrival, arrival, occupancy, and departure stages of the guest cycle.
2. Identify how a seamless guest experience is managed by employees and the property.
3. Identify how the emotional engagement of guests is influenced by each stage of the guest cycle.
4. Explain how to determine guests’ wants and needs in order to meet and exceed expectations with the global traveling public.

 

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