Diploma in Hotel Management
Brentwood Open Learning College
Diploma in Hotel Management
(Level 4)
Course Structure & Contents
Diploma in Hotel Management
Course Structure & Contents
Page 1
Diploma in Hotel Management
Unit 1
Introduction Hotel Management
The unit 1 covers the following topics:
What is Hospitality Management
What is Hospitality?
Brief History of Hospitality Management (History of Hospitality Management in Europe)
Hotel Industry Overview
Types of Lodging Facilities (Hotels, Motels, All – Suites, Limited Services Hotels,
Extended-Stay Hotels)
Market Orientation
Sales Indicators (Occupancy, Average Daily Rate, Yield Percentage)
Levels of Service(Chain Affiliation, Referral Property, Company- Owned Property,
Management Contract Property, Brands, Independent Properties)
Organizational Structure of Hotels (Department Managers, General Manager, Assistant
General Manager, Food and Beverage Director, Physical Plant Engineer, Executive
Housekeeper, Human Resources Manager, Marketing and Sales Director, Front Officer
Manager, Controller, Director of Security, Parking Garage Manager)
Overview of Hotel Management (Planning, Developing Objectives for a Hotel, Goals,
Single Use Plans, A Hierarchy of Plans and Sub Plans, Standing Plans, Long or Short Term
Planning, Policy)
Unit 2
Managing Front Office Operations
The unit 2 covers the following topics:
Front Office Functions
Front-of-the-House Operations
Back-of-the-House Operations
Front Office: Organizational Structure
The Art of Supervising
The Reservation Office
Diploma in Hotel Management
Course Structure & Contents
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Diploma in Hotel Management
Type of Reservation System
Accepting or Denying Reservation
Yield Management: Choosing the Most Profitable Reservations (Basic Concepts of
Yield Management, Rate Category Controls, Length-of-Stay Controls, Generating
Reservation Report, Managing Reservations, Check-in Process, Front Office Accounting,
Check-Out Process, The Electronic Front Office (EFO),
Unit 3
Housekeeping, Engineering & Security
The unit 3 covers the following topics:
Housekeeping
Organization of Housekeeping Department
Functions of The Housekeeping Department
Management of Guest Amenities
Managerial Styles
Engineering
Security (Importance of a Security Department, Organization of a Security Department,
In-House Security Department versus Contracted)
Developing the Emergency Communication Plan. (Responsibilities of the Front office,
Employee Safety Programs)
Unit 4
Recruitment and Selection
The unit 4 covers the following topics:
Flexible Employees
The Importance of planning ahead
Describing the Job to be done
The Job description
Description the ideal recruit
Attracting Candidates
Advertising
Diploma in Hotel Management
Course Structure & Contents
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Diploma in Hotel Management
Getting information from the candidates
Short Listing the candidates
Selection(One-to-one interview, Two or more interviewers, More than one interview
Role Play, Personality/ Aptitude Test, References, Selection interviews, Prior to the
interview, During the interview, After the interview, New employee induction
programmes, On the first day of work)
Unit 5
Training and Development
The unit 5 covers the following topics:
The Benefits of Training
Identifying Training Needs
The Training Plan
Carry Out the Training Programme
Evaluating The Training Undertaken
Developing a Training Programme (Identification of Tasks and Job Management Skills,
Preparing Step-by-Step Procedures, Management Concepts, Steps in the Training
Process, Preparation, Delivery, Method of Presentation, Skill Demonstration, On-theJob Training, Role- Playing, Commercial Videos, Distance Learning, Trial and Error,
Follow-up)
Administering a Training Programme (Cross-training, Developing a Trainer)
Unit 6
Quality Management
The unit 6 covers the following topics:
Hospitality Retail Service Quality (The Five Dimensions of Service)
Quality Management and Hospitality Retail Operations
Inspections and Quality Assurance (Quality Advisor’s Visit, Statutory Obligations, The
Food Safety Acts, Grading bands and conditions)
Quality standard awards in hospitality operations ISO 9000 Series
(Investors in People, Total quality unit management)
Quality advisor’s sample assessment sheet
Diploma in Hotel Management
Course Structure & Contents
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Diploma in Hotel Management
Unit 7
Marketing and Advertising
The unit 7 covers the following topics:
Introduction
The Hotel Market (Primary and Secondary Levels of Demand, Potential Buyers for
Accommodation and Catering Services)
The Hotel Product (Hospitality Product Augmentation)
Hotel Pricing and Distribution (Pricing, Distribution, Communications, Determining and
Creating Specific Advertising Message)
Extended Marketing Mix for Hotels
Marketing Consortium or Cooperatives.
Unit 8
Managing Food and Beverage Operations
The unit 8 covers the following topics:
Introduction
Food and Beverage Operations
Assessment of Market and Consumer Needs
Food Service Operation System
Designing the Restaurant ( Equipments)
Menu Planning
Managing Food Service Operations
Beverages (Beverage Control)
Cost Control
Computer Applications in Food and Beverage Services (Selecting a Computer System,
Computer Uses)
Unit 9
Managing Interdepartmental Communications
The unit 9 covers the following topics:
Marketing and Sales Department
Housekeeping Department
Diploma in Hotel Management
Course Structure & Contents
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Diploma in Hotel Management
Food and Beverage Department
Banquet Department (Controller)
Maintenance or Engineering Department ( Security Department, Human Resources
Management Department, The Role of Total Quality Management in Effective
Communication, An Example of Total Quality Management in a Hotel)
Unit 10
Accounting in Hospitality
The unit 10 covers the following topics:
What is an Account ?
Types of Accounts At The Front Desk (Guest Accounts, Non- Guest Accounts, Voucher,
Types of voucher)
Basic Principles of Accounting (Important Point about Folio)
Type of Folios used in Hotels (Ledgers Used at the Front Desk)
Accounts Which are Included in City Ledger (Account Aging, Recording Business
Transactions, The Profit and Loss Account and Balance Sheet)
Fixed Assets Plus Current Assets Minus Liabilities = Capital
(Income and Expenses, Capital and Revenue Expenditure, Assets and Liabilities, Capital,
Working Capital, Profit and Loss Accounts, Recording Revenue, Recording Expenses,
Petty Cash, Balance Sheet, Budgeting, Bank Charges, Credit Cards)
Diploma in Hotel Management
Course Structure & Contents
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