Hospitality and Service
Hospitality
From Service Foundations to Strategic Hospitality Leadership.
Programme Overview
Hospitality
Five progressive levels from Foundation to Graduate Diploma. Each level is a complete, certified qualification. Exit at any level with a recognised certificate, or complete the full programme.
Five Levels. One Programme. Exit at Any Stage.
Programme Structure
Every level includes hands-on labs in every module, a 50-question final assessment and a final project. You may exit at any level with a recognised certificate, or continue to Graduate Diploma.
Modules (6)
1
Welcome to Hospitality
This module covers What hospitality is; The hospitality and tourism industry; Types of hospitality businesses; Why service matters. Learners finish able to explain what hospitality is.
2
The Art of Guest Service
This module covers What great guest service looks like; First impressions and welcome; Communicating with guests; Handling requests and problems. Learners finish able to deliver warm, attentive guest service.
3
Food and Beverage Basics
This module covers Introduction to food and beverage; Restaurant and table service basics; Food safety and hygiene basics; Working in a cafe or bar. Learners finish able to apply food and beverage basics safely.
4
Accommodation and Housekeeping
This module covers Introduction to accommodation; Front desk and reception basics; Housekeeping and room care; Comfort, cleanliness and detail. Learners finish able to support accommodation and housekeeping.
5
Being a Hospitality Professional
This module covers Looking and acting professional; Teamwork in hospitality; Health, safety and wellbeing at work; Time, reliability and attitude. Learners finish able to work as a hospitality professional.
6
Working in Hospitality and the Project
This module covers Hospitality in Brazil and Florianopolis; Career paths in hospitality; Getting and keeping a job; Foundation project, a great guest experience. Learners finish able to understand careers, and plan a guest experience.
Modules (8)
1
Front Office and Reservations
This module covers The front office and its role; Reservations and bookings; Check-in and check-out; Being a great receptionist. Learners finish able to run a great front office.
2
Food and Beverage Service
This module covers Restaurant service in depth; Taking orders and upselling kindly; Types of service and the menu; Wine, drinks and pairings. Learners finish able to deliver food and beverage service.
3
The Bar and Responsible Service
This module covers Working behind the bar; Popular drinks and how they're served; Responsible service of alcohol; A safe, friendly bar. Learners finish able to work the bar and serve responsibly.
4
Housekeeping and the Rooms Division
This module covers The rooms division; Housekeeping standards and routines; Laundry, supplies and maintenance; Quality and the guest's room. Learners finish able to support housekeeping and rooms.
5
Events and Functions
This module covers Introduction to events; Planning a function; Setting up and running an event; Banqueting and catering service. Learners finish able to plan and run events.
6
Customer Experience and Difficult Situations
This module covers Designing a great guest experience; Reading and anticipating guest needs; Handling complaints and difficult guests; Turning problems into loyalty. Learners finish able to design experiences, and handle difficult situations.
7
Hospitality English and Selling
This module covers Hospitality English for guests; Describing food, drink and rooms; Selling and recommending kindly; Phone, email and online communication. Learners finish able to use hospitality English, and sell honestly.
8
Developing and the Project
This module covers Standards, brand and consistency; Teamwork, supervision and helping new staff; Your hospitality career and growth; Certificate project, a service operation. Learners finish able to develop as a professional, and deliver the project.
Modules (8)
1
The Hospitality Supervisor
This module covers From team member to supervisor; Leading by example; Communicating as a supervisor; Organising the daily operation. Learners finish able to step up to the supervisor role.
2
Leading a Hospitality Team
This module covers Building a great team; Motivating and supporting people; Delegating and shift leadership; Handling team problems fairly. Learners finish able to lead and motivate a team.
3
Service Quality and Standards
This module covers What service quality means; Setting and maintaining standards; Monitoring quality and feedback; Continuous improvement in service. Learners finish able to lead quality and standards.
4
Operations: Rooms, F&B and Events
This module covers Managing the rooms operation; Managing food and beverage operations; Running events and functions; Coordinating a smooth operation. Learners finish able to manage hospitality operations.
5
Hospitality Finance Basics
This module covers Understanding hospitality revenue; Costs, margins and control; Budgets and the daily numbers; Upselling, value and profitability. Learners finish able to apply finance basics responsibly.
6
The Guest Experience and Reputation
This module covers Leading a guest-centred culture; Managing the guest journey; Reviews, reputation and recovery; Building loyalty and repeat business. Learners finish able to lead experience and reputation.
7
People: Training, Wellbeing and Safety
This module covers Training and developing your team; Health, safety and responsible practice; Wellbeing and a positive workplace; Fair, respectful people practices. Learners finish able to develop and protect people.
8
Becoming a Leader and the Project
This module covers Your leadership style and growth; Problem-solving and decisions; Planning a service improvement; Pre-Master project, a service-improvement plan. Learners finish able to grow as a leader, and deliver the project.
Modules (9)
1
Leading and Managing People
This module covers The hospitality manager's role; Leading and managing teams; Recruiting and building a team; Performance, development and difficult conversations. Learners finish able to lead and manage people.
2
Operations and Service Excellence
This module covers Managing the whole operation; Service excellence as a system; Standard operating procedures; Managing across departments. Learners finish able to manage operations and service.
3
Revenue and Commercial Management
This module covers Understanding hospitality revenue management; Pricing, demand and the basics of yield; Distribution, channels and partnerships; Selling, promotions and value. Learners finish able to apply commercial management.
4
Quality and Continuous Improvement
This module covers Managing service quality; Measuring quality and guest satisfaction; Leading continuous improvement; Handling problems and service recovery at scale. Learners finish able to lead quality and improvement.
5
The Guest Experience and Brand
This module covers Managing the guest experience; Brand, positioning and consistency; Reputation, reviews and marketing basics; Building loyalty and guest relationships. Learners finish able to manage experience and brand.
6
Finance and Performance
This module covers Hospitality finance for managers; Budgets, costs and cost control; Reading performance and key numbers; Making sound, responsible decisions. Learners finish able to apply finance and performance.
7
Compliance, Safety and Risk
This module covers Health, safety and food safety management; Responsible service and lawful operation; Risk awareness and management basics; Handling incidents and emergencies calmly. Learners finish able to lead safety and risk.
8
People, Culture and Wellbeing
This module covers Building a positive culture; Training, development and growing people; Wellbeing and a healthy workplace; Fairness, respect and inclusion. Learners finish able to build culture and protect people.
9
Developing and the Project
This module covers Your management and leadership growth; Planning and managing change; Planning an operational improvement; Graduate Certificate project, an operational-management plan. Learners finish able to develop as a manager, and deliver the project.
Modules (12)
1
Hospitality Strategy and Vision
This module covers What strategy means in hospitality; Vision, mission and values; Thinking strategically; From strategy to execution. Learners finish able to lead strategy and vision.
2
The Market and Competitive Positioning
This module covers Understanding the hospitality market; Knowing your guests and segments; Competitive positioning and differentiation; Reading trends and the external environment. Learners finish able to analyse the market and position.
3
Business and Financial Strategy
This module covers The hospitality business model; Financial strategy and sustainability; Investment and capital decisions; Measuring strategic performance. Learners finish able to apply business and financial strategy.
4
Growth and Development
This module covers Strategies for growth; Expansion, franchising and partnerships; Developing new concepts and offers; Managing growth responsibly. Learners finish able to lead growth and development.
5
Leading the Organisation and Culture
This module covers Strategic leadership of an organisation; Building and leading culture at scale; Leading through managers; Communicating vision and direction. Learners finish able to lead the organisation and culture.
6
Brand and Marketing Strategy
This module covers Brand strategy and equity; Marketing strategy in hospitality; Digital and social strategy; Reputation and crisis communication. Learners finish able to lead brand and marketing.
7
The Guest and Digital Strategy
This module covers Guest experience strategy; Personalisation and guest data; Technology and digital transformation; Loyalty and lifetime guest value. Learners finish able to lead the guest and digital strategy.
8
Revenue and Commercial Strategy
This module covers Strategic revenue management; Pricing and distribution strategy; Partnerships, channels and alliances; Commercial decisions and trade-offs. Learners finish able to apply commercial strategy.
9
Risk, Governance and Sustainability
This module covers Strategic risk management; Governance and ethical leadership; Sustainability and responsible hospitality; Community, impact and the long term. Learners finish able to lead risk, governance and sustainability.
10
People and Talent Strategy
This module covers Strategic people leadership; Building and developing talent; Culture, wellbeing and inclusion at scale; Leading change in the workforce. Learners finish able to lead people and talent.
11
Innovation and Change
This module covers Leading innovation in hospitality; Managing strategic change; Learning, agility and resilience; The future of hospitality. Learners finish able to lead innovation and change.
12
Strategic Leadership and the Capstone
This module covers Becoming a strategic hospitality leader; Decision-making at the top; Planning a hospitality strategy; Graduate Diploma project, a hospitality strategy. Learners finish able to practise leadership, and deliver the capstone.
Ready to Study Hospitality?
Three intakes: January, June and November. Florianopolis, Brazil.