Leads to certification
Certification / Leadership
Advanced Diploma in Hotel General Management
The Advanced Diploma in Hotel General Management is the perfect certification for aspiring hotel managers.
The program provides an applied learning approach, arming you with the skills and knowledge required to manage a hotel during any stage of its development. With industry-aligned skills and experience, this diploma will give you the professional development foundation needed to reach your career goals.
The five core courses cover key hotel management competencies, general knowledge of course material along with soft skills such as communication abilities or time organization techniques - all aligned towards achieving success within this industry based upon what's best explicitly suited about yourself so take some guidance from our case study here if need be before diving into these powerful learning experiences which will help prepare
First, complete the five core courses, select five electives and finally, complete the case study.
Curriculum content
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A revenue strategy is critical to the success of a hotel's revenue management philosophy. A revenue strategy allows the entire revenue team to discuss, strategise, and understand what the goals are for the hotel and how to work towards these goals. It is also critical that the strategy is put into writing. By strategising with the team and documenting the revenue strategy, a hotel is set up to ensure that the hotel looks out into the future and creates a long-term measurable path to success. YOU WILL LEARN To understand how to create a successful revenue strategy; Different revenue strategies explained The fundamental elements in effectively communicating a revenue strategy; How to implement a revenue strategy once it has been created; To understand how to measure the success of the revenue strategy once it has been implemented. Inventory Control: how inventory can impact sales. If forecasting constraints, monitor to ensure controls do not have too significant an impact and adjust strategy where necessary and why revenue managers might withhold inventory
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This course is designed for current and aspiring hospitality leaders who want to build high-performing teams and lead with confidence. Learning Outcomes Model High Standards Lead by example and demonstrate professionalism. Support organisational goals through daily actions. Build positive relationships with team members. Build Team Commitment Communicate goals, roles, and expectations clearly. Encourage responsibility, innovation, and teamwork. Foster open and supportive communication. Seek, share, and act on team feedback. Represent team interests within the organisation. Manage Team Performance Delegate tasks effectively and remove barriers. Develop team members' skills and capabilities. Monitor performance and progress towards goals. Provide coaching, mentoring, and support. Motivate, recognise, and reward team achievements. By the end of this course, you'll have the skills to lead people effectively, strengthen team commitment, and improve workplace performance.
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Effective budget management is essential for controlling costs, maximising profits, and supporting business success. This course will help you develop the skills to prepare, manage, and review budgets with confidence. Learning Outcomes Prepare Budget Information Identify budget requirements and relevant financial data. Analyse factors that may impact the budget. Involve team members in the planning process. Prepare Budgets Develop budgets based on available information. Estimate income and expenses. Align budgets with organisational goals. Present recommendations and seek feedback. Finalise Budgets Review, negotiate, and update budget proposals. Complete and communicate final budgets. Clarify budget responsibilities across teams. Monitor and Review Budgets Track actual performance against budget targets. Prepare and review financial reports. Investigate variances and make adjustments. Use budget results to improve future planning. By the end of this course, you'll be able to create, manage, and monitor budgets that support strong financial performance and informed decision-making.
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This course provides a practical introduction to the key components of hotel digital marketing. Learn essential industry terminology, understand how digital channels work, and discover how they can be used to promote your property and drive bookings. The course also explores the shift from traditional marketing to modern digital strategies. You will learn: The evolution of marketing and its impact on hotels Key components of digital marketing Paid Media Owned Media Earned Media The Digital Marketing Funnel and guest journey By the end of this course, you'll have a solid foundation in hotel digital marketing and how to apply it to your property.
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Having a harmonious and fair workplace is important to a business. As a manager you may need to deal with industrial relations issues. What you will learn: How to build a positive industrial relations climate Common conditions of employment Implementation of formal industrial procedures
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Hospitality businesses often have large amounts of money invested in equipment, facilities, furniture and other assets. It is therefore essential to look after the investment and to plan for future investments. What you will learn: Types of assets in a business Strategies for maintenance, repair and purchase of assets Environmentally sustainable asset management Asset management systems Financial implications of assets
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Hotel rooms are goods with a shelf life of one day, so it is important for hoteliers to maximise their value. With an accurate forecast, the General Manager can plan the staff requirements for each day knowing the number of guests who will be in the hotel each day. Management will have a good understanding of their performance goals in terms of occupancy, rate and overall rooms revenue. Accurate forecasts will make pricing decisions much simpler. A forecast is a tool used to run a hotel more effectively and profitably. YOU WILL LEARN What are the different types of forecasts? What are the objectives for each of the types of forecasts? What information do I need to put a forecast together? How do I find this information? What questions should I ask when putting together a forecast? How often should I be adjusting the forecasts? What are the steps that I need to follow to put the forecast together? What is the difference between unconstrained and constrained demand? What are the elements of an accurate forecast
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Most industries segment their market (i.e. their customers, and potential customers) into different segment to understand them more, and to customise their product to each segment. This is a fundamental way to increase revenue to your business. As a revenue analyst, you will need to know what these segments are and how you can win business from your competitors with that knowledge. You Will Learn: What segmentation is Why hotels segment their markets How to define each segment e.g. Corporate, Events, Wholesale, Retail etc Is a channel the same as a segment? How to use this segmentation to gain insights and improve bottom line results Understand different consumer behaviours in difference channels Understand the different terms and strategies around using Segments vs Channels vs personalised offers
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The primary goals of email marketing today include moving the guest along their digital journey from awareness through the booking process and after the stay by encouraging brand advocacy. Email marketing serves many functions, and it is critical to identify the right time to send the right message to your guests. This means creating and segmenting customer lists, crafting compelling messaging and making offers based on what is appealing to that customer. You will learn the following: Best practice for email marketing, types, when to use each type and how to improve your results What is a CRM, and how does it fit into the technology platform Marketing and Loyalty programs Targeting the customer during the whole customer journey
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Value-based pricing requires determining what your customers truly value. This can include a high willingness to pay for products and features important for a particular stay, the lowest rate for price-sensitive guests, and everything in between. In this course, we introduce a unifying framework for examining different methods of accommodation pricing, including: Understand the value proposition and rate tactics of your key competitors Develop a competitive advantage based on the analysis findings and repositioning a hotel by offering better value for consumers. A template spreadsheet is provided to facilitate pricing research You will learn: A method to validate pricing strategy for a hotel’s rooms and ancillary products, using a template developed by hoteliers A structure to review and update this strategy when required A best practice process for developing your pricing customised to your property A reliable method to work out your competitors "Net Promoter Score" Develop a competitive advantage based on the analysis findings and repositioning the hotel by offering better value for money for consumers
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Ready to make a difference for the environment? Then this course is for you. You'll learn the knowledge, processes, and techniques necessary to make improvements in environmental performance. This course will help you develop the skills to identify areas for improvement, develop plans to make improvements, and implement and monitor those improvements.
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This unit is ideal for professionals looking to take their risk analysis and project management skills to the next level. By completing this course, you will be able to demonstrate your ability to identify unpredictable problems and create solutions using information from a range of sources. With this course, you will be able to identify potential risks associated with individual projects or operations more effectively and confidently. By completing this course, you can better understand risk management and project management to make informed decisions that lead to successful outcomes.
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Establish and Conduct Business Relationships A Hospitality business needs to establish relationships with customers, suppliers, service providers, wholesalers and other businesses. This course covers: Building business relationships Negotiation skills Representing your business Contracts and agreements
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Identify Hazards, Assess and Control Safety Risks This course describes the performance outcomes, skills and knowledge required to identify hazards, assess the associated safety risks and take measures to eliminate or control and minimise the risk. In this course you will learn how to: Identify hazards Assess the safety risk associated with a hazard Eliminate or control the risk Review the risk assessment process
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Hotel Security Operations will introduce you to security design and how to reduce the risk of potential incidents through security design best practise. At the conclusion of this course you will be able to identify, control and manage security incidents from minor issues to full property lockdown. The course will also assist you with effective communication of security incidents internally and with external parties and media. You will be able to confidently assess security risks through design, identify and manage incidents and communicate effectively internally and externally. What you will learn Crime Prevention Through Environmental Design Communications and Culture Radio Etiquette Security Patrols Person of Interest Response to a Security Situation Assessing a Situation Lockdown Crime Scene and Crisis Communication Crisis Management and Media Security Documentation and Reporting As building design and business operational procedures are unique to each property, this course is not able to cover all potential risks in detail and you should consult your property manager and management company for specific processes and procedures.
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This course explores the importance of workplace ethics and how ethical behaviour contributes to a positive, successful workplace culture. Learn the principles that guide responsible decision-making and help create environments where employees do what is right, not simply what is easy. Ideal For All employees, with particular value for business owners, leaders, and managers seeking to foster an ethical workplace culture. What You'll Learn The importance of ethics in the workplace How workplace behaviour impacts colleagues, customers, and business performance Principles of ethical decision-making How to promote a culture of honesty, integrity, and accountability Practical ways to encourage ethical behaviour across an organization By the end of this course, you'll understand how ethical conduct supports stronger teams, better customer relationships, and long-term business success.
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Customer service is the most important aspect of the hospitality industry. Managing the service delivery is therefore very important to any successful operation. The Manage Quality Customer Service course covers: Market and customer research Service and quality standards Customer service monitoring Feedback collection and analysis 1. Develop quality customer service practices. Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. Provide opportunities for customers and colleagues to provide feedback on products and services. Review changes in internal and external environments and integrate findings into planning for quality service. Provide opportunities for staff to participate in the development of customer service practices. Develop policies and procedures for quality service provision. 2. Manage the delivery of quality service. Communicate policies, procedures and expectations to colleagues. Make policies readily available to customers. Monitor customer service in the workplace to ensure standards are met. Initiate internal or external staff training to enhance customer service. Take responsibility for service outcomes and dispute resolution. 3. Monitor and Adjust Customer Service. Assess the effectiveness of customer service practices. Identify and evaluate systematic customer service problems. Adjust policies and procedures to improve service quality. Develop, document and communicate new approaches to all those involved in service delivery.
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This case study aims to demonstrate the integration and synergy in the required knowledge and understanding to manage complex hospitality businesses effectively. The case study addresses the application of knowledge from the strategic level to the operational and the needs of managers to develop, review, monitor and manage performance across the key business areas of finance, people, revenue, marketing, and operations. The case study also considers the importance of developing appropriate relationships with internal and external stakeholders to secure strategic business interests.