Hospitality Management Diploma and Advanced Diploma

The Hotel Industry
The Scope of the Industry
The Firm in the Hotel and Catering Industry
Hotel Management
Planning
Policy

Organisation
The Nature and Purpose of Organisation
The Mechanistic View of Organisation
The Human Relations View of Organisation
The Systems Approach to Organisation
Organisation Structure
The Informal Structure
Hotel Organisation

Work Charts
Communication and Coordination
Staff Management
Monitoring Workloads and Work Procedures
Authority/Chain of Command
Career Structure

Sources and Storage of Information
Creating and Maintaining Information
Creating and Maintaining Control Systems
Types of Control
Production Control
Quality Control
Sales Control
Labour Utilisation Control
Materials Control
Maintenance Control
Financial Control
Setting Standards and Corrective Action
Work Study
Organisation and Methods

The Functions of the Front Office
Customer Service
Dealing with Grievances & Complaints
Understanding Communication
Conversation Development
Using the Telephone
Business Letters
Promotions and Customer Relations
Client Interpersonal Skills
Self Esteem & Reinforcement, etc

Service Equipment
Direct Purchase of Hire of Equipment
Linen: Purchase or Hire
Choice of Fabrics
Structure and Properties of Fibers
Linen Room Organisation