Hospitality Seminars and Courses
Hospitality Operations and Management
Exceeding expectations in customer service is something all managers must strive to attain. In this session, participants learn how to achieve a superior level of customer service within their organization, manage the customer service relationship, take the initiative in customer service situations, and provide positive verbal and non-verbal communication/ feedback.
Change is an inevitable process and yet, a constant challenge. This introductory session will provide managers with the tools to guide team members through hectic periods of change and transition. Attendees will be engaged in an interactive learning experience designed to explain the causes of change, describe the impact of change on individual team members and work groups, effectively communicate a message of change and actively support team members through the change process.
A focus on the strategic and operational roles of the Human Resources (HR) department, and how it adds, or should add, value to a company. Attendees will examine how the HR department aligns with strategic goals and organizational vision and how it delivers on both the external promises made to guests and the internal promises made to employees. Session participants will actively discuss the presented topics and examine case studies, and gain insight into HR issues and trends that are currently emerging in the hospitality industry.
This is an introductory level session that concentrates on the management problems and issues involved in the lodging operations. This session focuses on the guest cycle and on identifying/handling potential operational issues. Interactive learning activities will emphasize how to systematically address and manage major issues and trends in lodging operations.
Roles and actions of top management in developing and implementing policy and strategy are examined in the highly competitive settings of the hospitality industry. Case studies and experiential learning activities are utilized to solve hospitality industry related problems. This session incorporates opportunities for the learner to focus on strategic thinking and analysis.
This session will introduce the evaluation, design, and management of service delivery systems through operations management topics from a service perspective. Included are other related subjects, such as customer satisfaction and managing organizational change. Attendees will learn to apply concepts and tools from operations management to evaluate, (re)design and manage effective work processes in hospitality organizations, understand the roles of customers and front-line service employees in the service delivery process, how to effectively manage both groups, quantitatively and qualitatively assess a service delivery process, understand service failure and service recovery and their relationship to quality in hospitality organizations, and effectively manage the service experience in hospitality organizations.
The purpose of this session is to introduce managers to the importance of experience design. We will discuss factors that make services different than other types of products (intangibility, inseparability, variability, perishability) and some strategies commonly used for managing these factors. Then some specific aspects of experience management will be introduced. Managers will be taught how to conduct an experience audit at their own property. Several case studies illustrating “best practices” in experience management will be discussed.
Are leaders born or made? In this session, the principles of leadership and the characteristics for leadership success will be described and discussed. The sense of global leadership will be characterized by discussion of emerging markets, new ventures, and the effect of global telecommunications and concepts described in the book “The World is Flat.” Attendees will discover how to distinguish between characteristics of leaders and those of managers, and understand the vital need for both. Case studies, short video segments, and small group discussions will give participants multiple sources for evaluation and learning. Finally, attendees will be given tools to help them assess their personal leadership styles and determine the type of development activities they should consider to further advance their leadership skills and ability.
Organizational Behavior involves the complex interaction of individuals, teams, and whole components of the organization that are focused on a common purpose or mission. This module will explore topics that are intended to improve, if not optimize, those interactions. We will discuss employee motivation, job satisfaction, the benefits and challenges of teamwork, and decision-making in the organization. Participants will interact on mini-cases, session dialogue, and short surveys to build a deeper competency in the subject matter. Upon the session’s completion, participants will be able to name and describe at least two ways to boost employee motivation, understand and discuss options for building employee morale through recognition and reward, understand and articulate the difference between job satisfaction and job performance, understand and apply the principles of decision making to both simple and complex problems, comprehend the meaning of team versus group and apply this distinction to define the characteristics of a poor team, a good team, and a great team.
This session is a must for managers who want to learn the art of training. This session will cover preparing for training, planning the Who, What, When, Where, and How of training, and evaluating the training after it has taken place. Attendees will learn the INTRO concept and how to create training objectives of both short (15 minute training sessions) as well as longer ones.
In this session, participants will learn how to determine the service orientation they want to deliver in their department. By studying the types of service encounters that happen on a daily basis, a profile of a guest-oriented employee will be defined. Participants will also find out ways to recruit service-oriented employees.
Recruitment, selection, compensation, training, and performance appraisal of employees and managers in the hospitality industry’s culturally diverse work place.
Managers are always trying to find a balance between work and life outside of work. Participants will learn how to recognize the signs of work invading their personal life and steps to creating a balanced life. Participants will learn what an organization can do to create a better work-life balance for all managers and employees. Work-life practice guidelines for both companies and employees will be discussed. Benchmarks for both companies and individuals will be presented so everyone can benefit from a proper work-life balance.
This session is designed to provide participants with a thorough understanding of hospitality operations management. They will engage in complex problem solving using case analysis and research. This session will also help participants to identify and solve intricate operations management activities including capacity planning, scheduling, cost control, managing for quality, location and layout strategies and forecasting. A business proposal team project takes participants from the concept to completion phase of a business proposal for the hospitality industry including the creation of a real budget and timeline. Learning outcomes will include an understanding of the complex operational side of the hospitality industry.
Successful companies and leaders do not happen by chance. What sets successful companies and leaders apart from the pack is often their approach to, understanding of, and implementation of their own creativity skills. Everyone is creative, yet few know how to bring their creative talents to the forefront, and those who believe that they are not creative simply have not yet learned how to unlock their creative potential. Creativity can, and should be, the focus of training. In this session participants will engage in self-assessments of creative skills and then engage in the active formation of new creativity skills to employ in the workplace. They will learn both creativity-enhancing skills and techniques that highly successful leaders throughout the world have employed for centuries, as well as, new techniques for accomplishing greater personal and company creativity. The results will be astounding. Participants will learn what creativity is (and is not) and how everyone can enhance their creative abilities and skills. They will be able to identify which creativity techniques are most useful in each setting, and how to teach others to be more creative.
Leaders inspire others to do things, managers carry out tasks. Successful hospitality careers are built on leadership skills, not on management skills. Knowing the difference between the two and knowing how to utilize the best possible leadership skills in different environments is critical to successful career development and to company financial success. This organizational behavior session is devoted to helping managers learn how to become better leaders through discussions and activities designed to illustrate the difference between leadership and management. The session employs an interactive learning style wherein participants actively engage in activities designed to improve their own skills.
This session focuses on helping managers and leaders effectively use various forms of power and empowerment to bring greater rewards to themselves as individuals and to their companies. Although many are in positions of power, few use the power they are given correctly. The old adage of “power corrupts and absolute power corrupts absolutely” is true, unless managed properly. Learn how to effectively use this extremely powerful, yet often abused, skill to your best advantage. Attendees will engage in multiple participant-involvement activities specifically designed to teach them how to recognize and utilize different power approaches, skills, and tactics, such as how to: evaluate power tactics and choose the right approach for the target market and situation, utilize the power of others to your advantage in order to build successful careers and companies, delegate properly, evaluate your own approaches and beliefs about power, as well as those above, below and around them, evaluate and satisfy the power needs of managers and employees, while building your own power base appropriately.
This session will provide managers and leaders with an understanding of how training works, why training is called a “cyclical process”, and why training is so important to your company’s success. A substantial portion of the session is devoted to helping participants understand when and how to use different approaches to ensure successful training. Participants will learn how to develop training needs assessments, objectives, and criteria, plan effective training sessions, recognize and diffuse resistance to training and change, and how to evaluate the effectiveness of training programs. Participants will also actively engage in the development and implementation of a training session.
This session will introduce the fundamentals of destination marketing and will place and examine them within the context of tourism development. Practical examples will be provided to illustrate the benefits of developing tourism. Visitor segments will be identified and various marketing strategies for creating and investing in tourism destinations will also be discussed, in addition to how tourism agencies are organized for the promotion of destinations.
The purpose of this session is to introduce hospitality managers to the marketing literature on branding. We will discuss topics such as: What is a brand? How is brand meaning developed? What makes a successful/unsuccessful brand? Some new research on how to uncover brand meaning will also be introduced.
Traditional research methods (such as surveys and focus groups) ask what customers think about your service, or why they chose your service, or what attributes they find most attractive in your service offering. Oftentimes customers don’t know, don’t want to admit, or don’t have the ability to communicate that information. Newer research methods based on the science of the mind have been developed to help marketers probe more deeply into customers’ needs. This session will introduce managers to several new research methodologies (such as response time software, and different in-depth interview techniques).
Hospitality Accounting and Finance
This session is an overview of the theory and practice of operational and strategic revenue management policy and problems in the hospitality industry. It briefly examines the basics of revenue management in hotels. Emphasis is placed upon current issues/trends in revenue management systems and the integration of information technology, and human resources for maintaining a better decision support system.
This session is designed to provide participants with a fundamental understanding of hospitality financial accounting concepts. The emphasis is on how to use accounting information in making managerial decisions, and to prepare and understand hospitality financial statements. Participants learn the basic fundamentals of business accounting, which include the accounting process, debit and credit transactions, journal entries, and the accounting cycle. They are also introduced to the balance sheet, income statement, and statement of cash flows, and are taught the essentials of financial statement interpretation. Upon completion of this session, participants will understand journal transactions, debits and credits, and interpret the balance sheet, income statement, and cash flow statement.
An in-depth analysis of the financial process in the hospitality industry is the focus of this informative session. Participants are taught to make complex managerial decisions using financial analysis, as well as the fundamentals of ratio analysis, product forecasting, internal control of cash and cash systems, and capital budgeting. This session is designed to extend the theories learned in Hospitality Accounting 1 and to help hospitality participants make executive financial management decisions.
Most employment litigation results from comments or actions on the “front line”, not from the Human Resources department. This session is designed to prepare managers for on-the-job managerial situations and potential problems, which may arise within the employer/employee relationship. Attendees will develop a working knowledge of the numerous laws governing employer/employee relationships, and also be able to identify pro-active steps to circumvent potential liability situations. The session will analyze labor/ management relations in the hospitality industry, including a study of the history of labor relations, unions, and collective bargaining agreements, in addition to other topics related to employment law.
The ability to anticipate and resolve legal complications that arise on a daily basis in the day-to-day operations of a hotel/ restaurant/casino/business is imperative. Understanding the impact that these daily legal issues may have on a business is the cornerstone to addressing, preventing and resolving legal problems. Attendees should have an operative understanding of proactive legal management. This session is designed to provide a basic understanding of the law, legal concepts, and their application to the hospitality industry. Upon completion of this session, attendees will be able to explain the process involved in the US legal system, analyze the physical elements of a hospitality facility in order to anticipate and reduce dangers, apply tort legal analysis to factual situations which occur daily, analyze statutory regulation as applied to the hospitality industry, and distinguish between the “reality” and “legality” of common practices in hospitality.
Contracts form the basis of the daily operations of a hotel/ restaurant/casino/business. Understanding the technical rules for formation of contracts is imperative in order to create binding and enforceable agreements with employees, guests and third parties. Attendees should have an operative understanding of contract negotiation and formation. This session is designed to provide a basic understanding of the required elements for a contract, how to legally create those elements, how to negotiate effectively, and how the creation of contracts applies to the hospitality industry. Upon conclusion of this session, attendees will be able to explain the process involved in the US legal system, analyze the six elements necessary to create a binding contract, apply contract legal analysis to factual situations which occur daily in hospitality facilities, especially as it relates to offers and acceptance, and effectively negotiate contractual offers with the ability to revoke or terminate the offers without incurring legal liability, and distinguish between the “reality” and “legality” of common practices in contract formation.
What happens when you fail to take care of the cleanliness of your property? What are the consequences of our actions to provide a safe and clean guestroom? Learn how a property can protect itself from the “Ick Factor.”” This session looks at the actions of properties that have failed in their duty of care and the consequences of their actions. Review actual court cases of guests that have taken action, and learn how to protect yourself and avoid similar circumstances and outcomes. This session will explain the process involved in the U.S. legal system as it relates to liability in lodging and analyze statutory regulations for cleanliness as applied to the hospitality industry. Upon completion of the session, attendees will be able to develop an effective and efficient approach to successful management of guest room attendants, effectively analyze current cases to determine potential for legal liability for acts or omissions of managers, and distinguish between the “reality” and “legality” of common practices in lodging.
Food and Beverage Management
To be successful, food service managers need to be aware of what the current food and beverage trends are and what global issues will likely impact them in the future. This session will provide an overview of current food and beverage trends, discuss some of the global issues that may influence these trends in the future, use hands-on experiments to teach how to evaluate consumer’s food preferences, and discuss today’s top ten global trends in food and beverage offerings.
Concessions, properly managed, can contribute significantly to revenue gained from functions such as sporting events, conventions, or other types of occasions and venues. This session will cover principles and practices of concessions operations management, and include discussions of product selection, logistics and supply considerations, inventory management, financial analysis, cash control, and human resource considerations. Topics discussed will include selecting products with appropriate margins which appeal to the targeted market, managing the logistical demands of a specific type of concession operation, establishing inventory standards and controlling inventory, controlling the use of labor, establishing and maintaining time standards for customer service, establishing an effective cash control procedure, and handling cash.
In today’s global environment, it is crucial for those working in the hospitality industry to have an understanding and appreciation of the significance of culture on travelers’ food preferences. It is also important to have an understanding of cultural variances in meal service expectations and manners associated with dining. This session briefly reviews the history of foods in the world and the “flow” of food products over time. It introduces participants to various food preparation techniques associated with common foods, as well as different seasonings and flavors reflective of world cultures. Service expectations of diners from varied cultural backgrounds are discussed, along with the respective manners and characteristics associated with international dining. Finally, we examine today’s globalization of the food supply, including the impact of globalization on the agricultural environment and the foods now consumed by multiple cultures.
Meetings, Incentives, Conferencing, Exhibitions/ Meetings, Incentives, Conferences, Events (MICE)
This session will explore the foundation of convention, conference, and trade show sales at hotels, resorts, and other potential venues. An exploration of various markets, the resort’s goals in the sales process, facilities evaluation, and the importance of contract negotiation will be included.
A review of the current trends, challenges, and opportunities in the Meetings, Incentives, Convention and Exhibitions (MICE) Industry including: size, economic impact, structure and adjunct support industries, professional associations, and efforts to standardize approaches. As the industry becomes more global, challenges facing the global MICE industry will also be explored.
Technology is reshaping all aspects of how meetings and trade shows are conducted, including: marketing, registration, networking, lead-retrieval, and pre- and post-event communications. Additionally, the maturing market of virtual meetings in both two-and-three dimensional platforms holds potential for enhancing some meeting activities, and replacing other face-to-face gatherings. Specific commercial services available to enhance or replace face-to-face meetings will be explored.
Corporations are being encouraged to conduct all business functions in a socially responsible manner, including meetings and corporate travel. This includes the provision of “green meeting” (environmentally friendly) principles in the way meetings are conducted, the selection of meeting sites which operate in a “green friendly” manner, and considering eco-friendly methods of transportation or substitutes for face-to-face meetings. The session may be geared toward either a meeting planner or hotelier’s perspective. A portion of this is the way in which technology can assist in reducing waste and carbon footprints of activities.
This session will take a close look at the kinds of services and facilities that should be provided to incoming groups from the start of the planning process through the completion of the event. Participants will learn to define and differentiate the various conference markets, explain the goals of the negotiating process for both the resort and event planner, analyze facilities in preparation for site selection, understand the basic planning process from the facility’s perspective, be conversant with the basic documents used by facilities in hosting groups, and understand the basics of group food and beverage planning.
One of the fastest growing segments of travel is that of individuals traveling to other countries for medical treatment. Whether this travel is linked to a vacation, or involving necessary recovery time after the medical procedure, the hospitality industry has a potentially new segment of guests to serve. This session explores the regions where medical tourism is growing, the six segments of this tourism, and the potential opportunities and demands on hotels and destinations in serving the medical tourist.
This session is an introduction to the timeshare and vacation ownership industry, and why, with an annual growth rate of more than 15 %, timeshare/vacation ownership is the fastest growing segment of today’s hospitality industry. Every major hotel company in the U.S., and many more throughout the world, are now involved in timeshare/ vacation ownership property development. Many substantial, non-branded independent companies are also investing in the industry as timeshare development markets, especially in Asia, where they are very rapidly opening up. The reasons for participation are obvious: profits from this segment of the industry are substantial and the return on investment is relatively fast, since most timeshares sell out within five to seven years. Although a segment of the lodging industry, timeshares are developed and operate much differently than other lodging segments such as hotels, motels, condo-hotels, and such. This session provides a valuable foundation for understanding how to enter and succeed in this fast-growing market segment.