Course Number and Title: HRI 214 Principles of Hospitality Management
This course covers management decisions made by hospitality managers on a daily basis. All aspects of management are addressed with broad discussions of the functions of a hospitality manager.
- Discuss the functions and levels of management and ethical decision making. (CCC 1, 2, 3, 4; PGC 1, 4, 7)
- Discuss effective oral and written communication strategies and skills. (CCC 1, 2; PGC 1, 4, 6)
- Summarize considerations important in employee selection, compensation, training and development, scheduling, and termination. (CCC 1, 4; PGC 1, 2, 4, 7)
- Discuss motivation and employee development. (CCC 1, 2, 3; PGC 1, 4, 6)
- Discuss problem solving, crisis management, and teamwork, and explain how they relate to delivering high quality service. (CCC 1, 3; PGC 1, 4, 6)
- Discuss product costing and pricing techniques and how they relate to forecasting and budgeting. (CCC 1, 6; PGC 3, 4)
- Explain the importance of developing a marketing plan, promoting the operation, and understanding the customer. (CCC 1, 6; PGC 4, 7)
- Explain the value of a fully integrated technology system and current trends for hospitality managers. (CCC 1; PGC 4)
See Core Curriculum Competencies and Program Graduate Competencies at the end of the syllabus. CCPOs are linked to every competency they develop.
Upon completion of this course, the student will:
- Discuss the levels and functions of management and ethical decision making.
- Define management in typical service operations.
- Identify the role of a manager with customers, operations, and employees.
- Describe the dynamics of leadership and the qualities of a leader.
- Discuss motivation and employee development.
- Describe workplace ethics.
- Identify professional development and leadership.
- Identify common success and failure factors for managers.
- Summarize planning, organizing, coordinating, staffing, directing, controlling, and evaluating management tasks.
- Describe management’s role in providing hospitality to guests.
- Discuss effective oral and written communication strategies and skills.
- Explain the importance of setting and communicating goals.
- Identify a process for achieving specific, measurable, attainable, realistic, and timely (SMART) goals and objectives.
- Discuss the importance of interpersonal communication skills.
- Discuss the communication process.
- Describe effective speaking, writing, and telephone skills.
- Discuss the importance of effective organizational communication.
- Explain a strengths, weaknesses, opportunities, threats (SWOT) analysis.
- Summarize considerations that are important in employee selection, compensation, training and development, scheduling, and termination.
- Identify objectives in employee orientation, training, and building a positive work environment.
- Discuss the impact of a mutually respectful workplace.
- Identify the typical steps of conflict resolution.
- Discuss the employee appraisal process.
- Identify the steps in the hiring process.
- Define and explain the various types of compensation.
- Recognize the importance of training and career development.
- Discuss the importance of labor cost in direct relation to profits.
- Discuss master and crew scheduling.
- Identify strategies for developing and preparing schedules.
- Identify legal ramifications of hiring and firing.
- Discuss motivation and employee development.
- Summarize motivational theories and principles.
- Explain motivational methods.
- Discuss employee development programs.
- Explain legal ramifications of motivation techniques.
- Discuss problem solving, crisis management, and teamwork, and explain how they relate to delivering high quality service.
- Review common types of teams in hospitality.
- Describe the stages of team growth and development.
- Discuss contingency plans and emergency procedures.
- Discuss the characteristics of service excellence.
- Describe an organization’s “moments of truth,” and discuss total quality management.
- Identify the importance of problem solving in daily operations.
- Identify the potential consequences of improperly solving a problem.
- Discuss product costing and pricing techniques and how they relate to forecasting and budgeting.
- Describe how to develop products and services.
- Discuss forecasting, budgeting, and analyzing financial statements.
- Discuss menu pricing strategies in relation to competitors and how they relate to sales.
- Identify basic categories that appear on an income statement.
- Describe a balance sheet.
- Summarize the benefits of ratio analysis, and identify benchmarks.
- Describe liquidity, solvency, activity, and profitability ratios.
- Explain operating ratios.
- Discuss obtaining capital and applying for a loan.
- Explain the importance of developing a marketing plan, promoting the operation, and understanding the customer.
- Identify and describe the functions of a feasibility study.
- Describe ongoing market research.
- Describe the typical marketing plan.
- Recognize internal and external selling.
- List and discuss examples of special promotions.
- Explain the advantages and disadvantages of outdoor sign, newspaper, and magazine advertising.
- Explain the advantages and disadvantages of radio, television, direct mail, and electronic advertising.
- Describe public relations and publicity.
- Discuss the importance and relevance of social networking media used in the strategic marketing process.
- Explain the value of a fully integrated technology system and current trends for hospitality managers.
- Discuss back-of-the-house systems for purchasing and inventory control, menu management, controlling labor and other costs, tip reporting, food and beverage cost percentages, human resources, and financial reporting.
- Discuss front-of-the-house technology revolving around point of sale systems and property management systems.
- Discuss table management and reservations systems.
- Discuss web-based portals and intranets.
- Discuss gift card and loyalty programs, guest services, and websites.
- Discuss social media connections and communications.
Students must demonstrate proficiency on all CCPOs at a minimal 75 percent level to successfully complete the course. The grade will be determined using the Delaware Tech grading system:
Students should refer to the Student Handbook for information on the Academic Standing Policy, the Academic Integrity Policy, Student Rights and Responsibilities, and other policies relevant to their academic progress.
- Apply clear and effective communication skills.
- Use critical thinking to solve problems.
- Collaborate to achieve a common goal.
- Demonstrate professional and ethical conduct.
- Use information literacy for effective vocational and/or academic research.
- Apply quantitative reasoning and/or scientific inquiry to solve practical problems.
- Utilize management functions, roles and interpersonal skills to lead/manage first level employees in a hospitality setting.
- Prepare food and beverage menus for a variety of hospitality requirements considering price, quality, and selection.
- Utilize knowledge of facilities management to aid in decision making.
- Perform cost calculations and apply to decision making situations pertaining to factors of production.
- Evaluate levels of food safety and sanitation to maintain a safe and sanitary work environment.
- Integrate professional, ethical and legal standards into business practice.
- Employ the various theories of management and marketing in a business.
The College is committed to providing reasonable accommodations for students with disabilities. Students are encouraged to schedule an appointment with the campus Disabilities Support Counselor to request an accommodation needed due to a disability. A listing of campus Disabilities Support Counselors and contact information can be found at the disabilities services web page or visit the campus Advising Center.