The course An Introduction to the Operational Management of a Hotel It is a gateway to the dynamic and growing world of the hospitality industry, a sector that is constantly expanding and where there is high demand for skilled professionals. Through this training, you will acquire the skills essential for optimising hotel operations, focusing on key areas such as reception, customer service and financial and administrative management. You will learn how to efficiently manage the protocol for check in y check out, to improve the customer experience by branding and its journey map, as well as managing payment methods and the documentation essential to a hotel’s success. Our online methodology allows you to access the content from anywhere, adapting to your needs and learning pace. This is a unique opportunity to strengthen your professional profile and prepare yourself for a competitive and expanding work environment.
An Introduction to the Operational Management of a Hotel
Hotel and Accommodation Management
6 am
Introduction
Objectives
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Understanding the structure y functions from the hotel reception department.
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Identify the correct procedure for guest check-in and check-out.
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To analyse the importance on the customer experience in the hospitality sector.
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Draw up a customer journey map to improve the customer experience.
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To manage hotel documentation and invoicing correctly.
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Identify and use different types of payment methods in shops.
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Recognising the role of staff in the final experience the guest’s stay at the hotel.
Table of Contents
TEACHING UNIT 1. THE RECEPTION AND CUSTOMER SERVICE DEPARTMENT
1. The receptionist
2. Organisation and structure of the reception department
3. Functional structure of a hotel establishment
4. Pre-allocation of rooms and racks
5. Consideration of the term ‘customer’
6. The check-in procedure
7. Accommodation organisation chart: Step by step
8. Customer service for groups
9. The check-in and check-out register
10. The check-out procedure
TEACHING UNIT 2. MANAGING THE CUSTOMER EXPERIENCE IN A HOTEL
1. The importance of experience in the service sector
2. Customer journey map
3. Branding and customer experience
TEACHING UNIT 3. ADMINISTRATIVE AND FINANCIAL MANAGEMENT OF A HOSPITALITY ESTABLISHMENT I
1. Documentation and certificates
2. Invoicing documents
TEACHING UNIT 4. ADMINISTRATIVE AND FINANCIAL MANAGEMENT OF A HOSPITALITY ESTABLISHMENT II
1. Payment methods
2. Types of payment methods
3. Receipts, cheques and bills of exchange
4. Cash books and bank ledgers
5. Basic banking documentation
6. Online banking
7. Approaches to the computerisation of tasks
TEACHING UNIT 5. PEOPLE WHO INFLUENCED THE FINAL EXPERIENCE
1. Maintenance and Cleaning Department
2. Counselling Department
3. Organisation and Protocol Department