Leads to certification
Certification / Supervisory
Associate Diploma in Event Operations
The eHotelier Associate Diploma in Event Operations delivers the skills and knowledge required to succeed as a professional in an Event Operations role.
The certification is delivered through a series of online training courses. Courses consist of the core competencies of kitchen operations and four elective topics covering key skill areas, general knowledge and associated soft skills.
The Associate Diploma requires completing a case study located in this course.
Curriculum content
-
Are you responsible for managing customer service in your organisation? If so, this course is perfect for you! In this course, you'll learn how to develop, monitor and adjust customer service practices to ensure quality service provision. You'll also develop the skills and knowledge required to consult with colleagues and customers and manage customer service delivery. This course is perfect for senior managers who operate independently and have responsibility for others. It applies to any small, medium or large organisation in the tourism, travel, hospitality or event industries. So if you want to improve your customer service management skills, this course is definitely for you! Enrol today and start making a difference in your organisation.
-
Whether you're a frontline employee, a team leader, or aspiring to advance your career in the hospitality industry, this course will equip you with the knowledge and techniques to excel in delivering exceptional guest experiences. From mastering the art of effective communication to anticipating and exceeding guest expectations, this course will delve into the core principles and practices that drive exceptional service. At the heart of our course is a commitment to professionalism and a relentless pursuit of guest satisfaction. We understand the integral role you play in creating memorable experiences and influencing guest loyalty. It's our mission to empower you with the knowledge and techniques that will enable you to leave a lasting positive impression on every guest. Learning Outcomes: 1. Greet and serve customers - Prioritise customers ahead of other workplace duties - Greet customers according to organisational customer service standards - Communicate with customers in a clear and professional manner - Explain and match products and services to customer needs 2. Work with others to deliver service - Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate - Follow directions of supervisors and managers to deliver quality service - Resolve routine customer problems according to own level of responsibility and organisational policy - Escalate other service issues to a higher level staff member for action in line with organisational procedures 3. Provide feedback on customer service - Report service issues and customer problems as they arise - Provide customer feedback to relevant supervisors or ma
-
Welcome to the online course "Work Effectively with Others"! This course is designed to equip you with the essential skills and strategies needed to excel in collaborating and communicating with your colleagues in the dynamic world of hospitality. In this course, we will explore various aspects of working effectively with others. We will delve into the importance of valuing differences in values and beliefs within your team, and how this can foster creativity, innovation, and an inclusive workplace culture. You will discover practical strategies that can be applied across different hotel departments to achieve these goals. Identifying and Addressing Workplace Issues will guide you in recognizing and addressing potential team issues, problems, and conflicts. You will gain insights into common workplace challenges and learn how to proactively identify early signs and symptoms, ensuring a harmonious and productive work environment. Strategies for Effective Issue Resolution: we will focus on mastering the art of active listening and empathy. These skills are essential for resolving issues, maintaining positive team dynamics, and creating a supportive work environment. You will learn techniques to improve your active listening abilities, cultivate empathy, and build trust during issue resolution. So, prepare to enhance your skills, broaden your perspectives, and develop the mindset needed to work effectively with others in the vibrant hospitality industry. Learning Outcomes: Improve workgroup processes Support team members to meet workgroup goals Contribute to workgroup goals and tasks according to organisational requirements Share work-related information with the workgroup according to organisational policies and procedures Plan strategies for team performance improvement with workgroup Resolve issues, problems and conflict Identify advantages of differences in values and beliefs between workgroup members Respond to any linguistic and cultural differences in communication styles according to legislation, organisational policies and procedures and ethical standards Identify potential workgroup issues, problems and conflicts encountered in the workplace Seek assistance from supervisor to address problems and conflicts that arise Suggest possible ways of dealing with identified workplace issues Deal effectively with issues, problems and conflict Respect differences in personal values and beliefs and their importance in developing relationships. Identify any linguistic and cultural differences in communication styles and respond appropriately. Identify issues, problems and conflicts encountered in the workplace. Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person.
-
-
This course will teach you how to process attendee registrations for events and administer them until their conclusion. You will also learn about the performance outcomes and the skills necessary when working with these types of tasks. This course is relevant to events coordinated in many industry contexts, including the tourism, hospitality, sport, cultural and community sectors. It applies to event operations personnel who operate with some level of independence and under limited supervision. They may work in event management companies, venues, or organisations that organise their own events.
-
This course will teach you how to process attendee registrations for events, administer them through the finalisation process, and prepare your event registration materials. You'll also learn about setting up on-site sign-ups so that people can register before they come into town or at least reserve their spot. This course is relevant to events coordinated in many industry contexts, including tourism and hospitality. The course will teach you how to take on a leadership role in an event and make it something people never forget. You'll learn about management, team-building skills, and public relations techniques so your organisation can get more out of its events. You will learn: 1. Prepare on-site registration materials. 1.1.Prepare and check all registration materials and equipment before the event. 1.2.Source and prepare appropriate resources to address on-site contingencies. 1.3.Minimise use of printed materials and maximise the use of electronic documents to reduce waste. 1.4.Check and reconfirm arrangements for a venue or site access and registration set-up. 2. Set up the registration area. 2.1.Establish contact with the venue or site personnel to facilitate effective communication during the event. 2.2.Complete site inspection to establish familiarity with the event venue or site. 2.3.Locate and check registration set-up against prearranged agreements. 2.4.Identify registration area safety and access issues and resolve them with the venue or site personnel. 2.5.Check efficiency and working order of registration equipment and resolve or report deficiencies. 3. Process on-site registrations. 3.1.Welcome attendees and provide information on venue and event features. 3.2.Check attendee registration details and provide event documentation and admission according to organisational procedures and event deadlines. 3.3.Identify, record, and resolve registration discrepancies according to individual responsibility and organisational procedures. 3.4.Process on-site event payments. 3.5.Finalise registration records and pack or store registration resources.
-
In this course, you will learn about the performance outcomes, skills, and knowledge required to assist with production requirements during event setup, operation, and breakdown. This includes understanding the fundamental aspects of both technical production processes too. This course can be applied to different events, including on-site, hybrid or online events. They may be coordinated in many industry contexts, including the tourism, hospitality, sports, cultural and community sectors. This course also applies to event support personnel under the supervision and guidance of event production and technical production specialists. They may work in event management or technical production companies, in event venues, or in organisations that organise their events.
-
With this course, you will learn how to calculate the cost of a product or service and present quotes accordingly. It also involves the ability of cost calculation so you can choose suitable goods or services according to your company's needs with maximum efficiency. The course applies to any travel industry organisation, and quotations can be for any international or domestic product. The organisation could be a principal (the supplier) or an agent quoting products and services on behalf of the principal. It also applies to frontline sales or operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, inbound tour coordinators, reservations sales agents, and owner-operators of small travel organisations.
-
-
Welcome to the course "Process Reservations", designed specifically for hotel reservations team members. This comprehensive training program will equip you with the skills and knowledge necessary to manage guest reservations from start to finish effectively. You will learn how to take reservations over the phone, in person, and through the hotel's website. You will also learn how to make changes to existing reservations and handle cancellations professionally and efficiently. By the end of this course, you will be able to confidently handle all aspects of the reservation process and provide guests with exceptional customer service. Learning Outcomes: Receive reservation request - Determine the availability of the requested reservation and advise the customer. - Offer alternatives for unavailable reservations including waitlist options. - Answer enquiries regarding costs and other product features. Record details of reservation - Record customer details against their reservation to allow correct interpretation by other operational personnel. - Enhance customer service and operational efficiency by using available customer profiles or history. - Record any special requests. - Confirm all details with the customer, confirm their understanding and agreement - File the reservation according to system or procedural requirements and provide the customer with a reference code. - Prepare and issue documents tailored to customer reservation. Update reservations - Retrieve reservation data. - Accurately update financial status of the reservation. - Accept, process and record any customer requests for amendments or cancellations. - Provide details of amendment or cancellation conditions and charges and confirm customer understanding. Advise others on reservation details. - Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues. - Compile and provide reservation statistics. - Minimise the use of printed materials and maximise electronic transmission and record keeping to reduce waste.
-
This course will teach you the skills needed to provide customers with information and assistance on facilities, products or services. The course is designed for frontline service personnel working in various tourism, travel and hospitality contexts. Service may be provided face-to-face, but it could also involve telephone or other remote mechanisms like e-mailing instructions. Customer service personnel working under supervision undertake this function. Still, the unit is also relevant to those working in operational roles where customer service may not be the main focus.
-
This case study provides data and commentary on the operation of a city centre hotel. The case study is set in a fictional context, but the data presented is based on real operations. The data has been tested to ensure that it is realistic, reliable and within conventional industry benchmarks. In analysing this case study, you should ensure that you consider all of the information and data as relevant and use the data and your analysis to illustrate your answer.