Leads to certification
Certification / Management
Diploma in Revenue Management
The Diploma in Revenue Management delivers the skills and knowledge required to succeed as a professional in an operational revenue management role.
The certification has been created in collaboration with HSMAI and consists of the core competencies of Revenue Management together with four elective topics covering key skill areas as well as associated soft skills.
This Diploma requires the completion of a real-life scenario case study, located in this course.
Curriculum content
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Understanding how guests choose accommodation is essential for attracting bookings and standing out from competitors. This course explores the customer journey, from travel inspiration to booking and the guest experience, helping you influence purchasing decisions and drive hotel revenue. Learning Outcomes Understand how customers search for and select accommodation. Explore the factors that influence booking decisions, including travel agents. Understand the complete guest journey, from inspiration to post-stay experience. Learn what motivates people to travel and choose destinations. Understand the role of hotel loyalty programs in influencing guest choices. Explore how loyalty programs support direct bookings, guest engagement, and revenue growth. By the end of this course, you'll be able to better understand guest behaviour and use that knowledge to attract, engage, and retain customers.
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This course explains the marketplace for accommodation. You'll learn the basics of economics and the role it plays in the revenue function. Learning how to identify your competitors, benchmark your property against theirs and how to win more business from them is a big part of the revenue role. This course will teach you how to read competitor reports and gain some insights from them that you can action to improve your profits. YOU WILL LEARN What are the fundamental principles of Economics and their role in Hotel Revenue Management? How do Revenue Directors monitor and measure their competitor marketplace? How do Hotel Managers identify true competitor properties? How do you read competitor reports and use other data to derive strategic insights, and use the data to make better decisions?
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This course covers the landscape and management of accommodation distribution and explains the role of distribution costs in a revenue strategy. Growth in digital travel shoppinghas provided many additional competitive options for consumers, which provides hotels with many more potential sources of revenue. Thiscourse is a starting point for any member of the hotel commcoursey to better understand distribution dynamics and its impact on hotel profitability. Please allow for approximately 90 minutes to complete this course, including quizzes and checks for understanding along the way. YOU WILL LEARN The definition of Distribution within the Accommodation sector The definition of accommodation Inventory and how it is managed The types of distribution channels The factors of the Cost of Sale The important role of technology in a Distribution Strategy The definition of Rate Parity and its role in Distribution An introduction to Digital Distribution Technology available to manage distribution Revenue Departments role in Account managing 3 rd parties Current issues in Distribution
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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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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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Pricing is a key tool for maximising hotel revenue. This course explores how hotels set different room rates based on customer demand, booking behavior, and market conditions. You will learn How to price different room types. Common pricing strategies, including: BAR, Rack, Group, and Corporate rates Tactical vs. Strategic pricing Mobile-only and Wholesale rates Static vs. Dynamic pricing Event and Corporate pricing Opaque and Length-of-Stay pricing Loyalty and Closed User Group rates Room premiums, packages, promotions, and discounts The impact of discounting on revenue. Pricing influences such as anchor and decoy pricing. How lead time affects pricing decisions. Displacement analysis and contract pricing. Technology used to monitor and manage hotel pricing.
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This course provides an overview of the Revenue Department, the role of the Revenue Director, and how revenue management supports hotel performance. You'll learn how revenue teams collaborate across departments, contribute to business strategy, and fit within different organisational structures. You Will Learn The role and responsibilities of revenue management teams. Different revenue department structures and their benefits and challenges. How revenue management integrates across the organisation. The impact of company culture on revenue success. The purpose and importance of revenue meetings. How to run effective revenue meetings that drive strategy and decision-making. Key topics, reports, and data to review in revenue meetings. The value of involving all department leaders in the revenue planning process.
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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.
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Effective coaching helps build confident, capable teams and creates a culture of continuous learning. This course provides the practical skills needed to coach colleagues in the workplace, deliver effective on-the-job training, and support ongoing performance improvement. What You'll Learn Identify coaching opportunities and prepare effective coaching sessions Demonstrate workplace skills and communicate knowledge clearly Provide constructive, supportive feedback Support colleagues as they practice and develop new skills Monitor progress, address performance challenges, and ensure lasting results By the end of this course, you'll be equipped to develop others, improve team performance, and contribute to a more skilled and productive workplace.
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This course provides the skills to create, manage, and improve staff rosters that balance operational needs, customer service, and labour costs. Learning Outcomes Develop Staff Rosters Create rosters that meet budget, operational, and compliance requirements. Allocate staff effectively based on skills and workload. Consider employee needs and consult with team members. Use rostering systems and tools efficiently. Communicate Rosters Present rosters clearly and accurately. Share roster information within required timeframes. Maintain Rostering Records Record and track employee shifts and attendance. Maintain accurate rostering documentation. Evaluate Rosters Monitor roster effectiveness and team performance. Identify improvements to increase efficiency and service quality. By the end of this course, you'll be able to develop and manage rosters that support productivity, control labour costs, and deliver excellent guest service.
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Strong communication is one of the most valuable skills in any workplace. This course provides practical techniques to help you communicate with confidence, build stronger relationships, give and receive feedback effectively, and create meaningful connections with colleagues and customers. What You'll Learn The role of mentoring in developing communication skills How to give and receive constructive feedback Active listening and effective questioning techniques Understanding emotional intelligence and non-verbal communication Building trust, rapport, and stronger workplace relationships Creating a personal plan to improve communication effectiveness By the end of this course, you'll have the skills and confidence to communicate more effectively, influence positive outcomes, and strengthen your professional relationships.
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This course equips frontline hospitality team members with the skills to deliver excellent service across departments such as Front Office, Housekeeping, Food & Beverage, Spa, Golf, and Events. What You'll Learn Verbal and non-verbal communication skills. Professional presentation and service standards. Building rapport with guests and colleagues. Assisting guests with special needs. Identifying service opportunities. Handling customer complaints effectively. Providing feedback and supporting service improvements. Ideal for hospitality employees, new team members, and organisations seeking to deliver consistent, high-quality guest service.
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In many situations it is important to gain input from a number of people. When planning and managing a meeting it is important to be able to organise yourself correctly and ensure the meeting is carried out correctly. What you will learn: Styles and types of meetings Developing meeting agendas Formal meeting procedures How to conduct and control a meeting
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Strong presentation skills help hoteliers communicate effectively, influence audiences, promote services, and build trust with guests, colleagues, and business partners. Learning Outcomes Prepare a Presentation Plan presentation objectives and outcomes. Select suitable formats, delivery methods, and presentation aids. Brief team members on their roles. Identify ways to evaluate presentation effectiveness. Deliver a Presentation Communicate key messages clearly and confidently. Use visual aids and examples to support understanding. Engage the audience and encourage participation. Respond to audience needs and questions. Summarise key points effectively. Review a Presentation Evaluate presentation effectiveness. Gather feedback from participants and stakeholders. Use feedback to improve future presentations.
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This course provides the skills and knowledge needed to manage hotel reservations efficiently while delivering excellent guest service. Learning Outcomes Receive Reservation Requests Check availability and confirm reservation options. Offer alternatives or waitlist options when required. Answer customer enquiries about rates and services. Record Reservation Details Accurately record guest information and special requests. Use customer profiles to personalise service. Confirm booking details and provide reservation references. Update Reservations Process booking changes, cancellations, and payments. Communicate any conditions or fees to guests. Keep reservation records accurate and up to date. Communicate Reservation Information Share reservation details with relevant departments. Prepare reservation reports and statistics. Use electronic systems to improve efficiency and reduce waste. By the end of this course, you'll be able to confidently manage reservations from booking to completion while providing exceptional customer service.
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The case study is set in a fictional context, but the data presented is based on actual 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 information and data as relevant and use the data and your analysis to illustrate your answer.
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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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This course is designed to help revenue managers with less than three years of experience in the hotel or resort industry understand and improve hotel performance metrics. Participants will learn the importance of benchmarking, explore key methods and tools used to measure performance, and identify gaps in current benchmarking practices. By the end of the course, learners will be able to analyze performance data effectively, compare results against industry standards, and develop strategies to enhance revenue and occupancy rates. You will learn: Understanding the importance of benchmarking hotel performance To describe the various methods and tools hotels use to benchmark performance To identify the gaps that exist in hotel benchmarking.