Overview
The Basics of the Industry
The Scope of the Industry
The Basics of Hotel Management
Hotel Management Planning and Policy Making
Policy Making
Summary
Overview
The Products and Services Offered
Basic Products and Services
Additional Products and Services Often Sought by Guests
The Future of Services Within the Hospitality Industry
Summary
Overview
The Different Room Types
More About the Rates
The Type of Staff Required to Run a Hotel
The Classification and Ratings of Hotels
Key Brands
Summary
Overview
Your Personal Appearance
Your Professional Appearance
Clothing
The Skills Required by the Manager
Why These Skills Are Important
How to Build Your Skills
Summary
Overview
The Importance of Language as a Hotel Manager
How to Improve your English if Required
The Importance of Having Local Knowledge
How to Improve your Local Knowledge
Summary
Overview
Types of Customers
How to Identify Their Requirements
Dealing with Walk-In Guests
Disabled Guests
Privacy and Confidentiality of Guests
VIP Guests
Building Relationships with Guests
Summary
Overview
Taking Reservations by Phone
How to take a Booking via Email
Information You Need to Learn About the Customer
Supplying Booking Confirmations
Potential Issues with Bookings
Summary
Overview
Greeting Guests
The First Welcome
The Power of Small Talk
Taking the Welcome to New Levels
How to Perform a Check In Procedure
Assigning Rooms
Assigning for Groups
Interactions Between Staff
How to Complete the Check Out Procedure
Summary
Overview
How to Interact with Guests
Basic Manners
Looking Professional
The Reasons Why Being Professional Makes a Difference
How Not to Interact with Guests
The Reasons Why the way you Interact with Guests Makes a Difference
Summary
Overview
The key to dealing with guests via the telephone
How to provide a wakeup call
How to deal with guest requests via the telephone
How to provide room service
How to deal with complaints
Summary
Overview
The Different Payment Options
How to Deal with Foreign Currency
Providing Foreign Exchange Services
Dealing with the Foreign Exchange Rate
Summary
Overview
Overview
What We Mean by Front Desk Management
The Basics of Front Desk Management
Front Desk Management Roles
Coordinating the Staff
Summary
Overview
The Basics of Housekeeping
The Basics of Servicing Rooms
Cleaning the Room
Cleaning Main Areas
Never Accepting Gifts
The Importance of These Roles
The General Cleaning of the Hotel
Summary
Overview
The Basics of Building Management
The Difficulty of Doing It All Yourself
Different People for Different Jobs
Dealing With Finance
The Basics of Facility Management
Job Specifics for Facility Management
Your Responsibilities
Handling Those Emergencies
The Financial Side
The Importance of Understanding These Roles
Summary
Overview
The Basic Running of the Restaurant
Issues with the Restaurant Manager
The Basic Running of the Bar
Dealing with the Bar Manager
The Importance of Delegating Jobs
Summary
Overview
Dealing with Lost & Found
Entering an Item
Dealing with Valuable Items
How to Reunite the Items with the Owner
Dealing with Telephone Questions
The Length of Time Items are Kept
Dealing with Late Checkouts
Dealing with Special Requests
Late Fees
Checking Who is Late
If a Late Checkout is Accepted
Summary
Overview
The Key Terms
The Importance of Hotel Terminology to the Industry.
Summary
Overview
How Your Career Can Progress
The Graduate Program
The Start of Your Career
Training and Development
The Speed of the Development of Your Career
Progression in a Company
Potential Moves Outside of the Industry
It Comes Down to You
The Changing Responsibilities with This Progression
The Need for Additional Qualifications
International Opportunities
Where to go?
Summary
Overview
The Qualities of a Successful Leader
Being Influential
Being Trustworthy
You Ask Why
Thinking on Your Feet
Being Assertive
Being an Example to Others
Willing to Share Success
How to Develop Those Qualities
Learning from Others
Learn From Your Mistakes
How to Engage with Staff
Showing Respect
Be Polite
Make Sure You are Approachable
Be Active with Them
Common Mistakes that are Made with Staff
Summary
Overview
The Different Types of Paperwork
How to Organize Things into a System
The Importance of Checking Everything
The Key to Avoiding Stress
Summary
Overview
How to Troubleshoot
Examples of Issues You May Face
Dealing with Medical Emergencies
Moving Bookings
Summary
Overview
How to Deal with the Issue of Costs
Understanding the Costs
The Importance of Upselling
How to Provide Value for Lower Costs
Understanding Sales and Staff Numbers
How to Reduce Costs
Using an Order List
The Laundry
Security and Costs
Summary
Overview
The Basics of Marketing Your Hotel
Creating the Strategy
Remember Offline
The Budget
The Importance of Keeping Up with Technology
The Importance of Hotel Websites
Using Third Parties
Summary
Take a Recap Test
How Hotels Can Increase Their Revenue
Facts About Hotel Management Systems
How to Prepare for a Hotel Manager Interview