Hotel Management

Course CodeBTR202
Fee CodeS2
Duration (approx)100 hours
QualificationStatement of Attainment


The hotel sector is vast and there are many different career options to take from small boutique hotels, to vast resorts with lots of facilities. 

  • Do you want to run your own hotel?
  • Do you want to manage a hotel?
  • Do you want to increase your job chances in the hotel sector?
  • Do you want to increase your chances of promotion in hotel management?

Then this is the course for you.This course is suitable for anyone who wants to work in hotels, run their own hotel or manage a hotel. It is a great starting point for a career in the fast moving and dynamic hotel industry!

Start your Hospitality Career Here " I have never found the staff at any other learning institution as supportive as the staff at ACS. This gives one a lot of peace of mind and confidence to go on - at every squeak from my side, you guys have always been there, immediately to sort me out. The feedback on my lessons has always been really good and meaningful and an important source of my learning. Thanks!..."
- Student with ACS


Lesson Structure

There are 8 lessons in this course:

  1. Introduction: Scope and Nature of Hotel Management
    • Role of the hotel Industry
    • Classifying different Types of Hotels
    • Accommodation Classification and Rating Schemes e.g. Star system
    • Scope of Industry
    • Accomodation Products
    • Role of the Accomodation Manager
    • The Client
    • Scale; Size of Establishment
    • Economy of Scale
    • Growth
    • Why Hotels May Wish to Expand
    • Risk Spreading
    • Franchising
    • Hotel Management Semantics
    • Planning
    • Objectives and Goals
    • Types of Plans
    • Policy; types, determination and sources
    • Strategy
  2. Organisation of the Hotel Workplace
    • Introduction
    • Organisation of land, labour, capital
    • Nature and Purpose of Organisation
    • Mechanistic View of Organisation
    • Human Relations View of Organisation
    • Systems Approach to Organisation
    • Organisation Structure in Hotels
    • Informal Structure
    • Hotel Organisation; Front Office, Maintenance, Housekeeping, etc.
    • Organising the Housekeeping Department
    • Organising the Maintenance Department
    • Organising the Front Office
    • The Provision of Accommodation
    • Planning
  3. Staff Management in Hotels
    • Areas of Management
    • Food and Beverage Management
    • Managing Front Office Operations
    • Housekeeping Management
    • Human Resources
    • Supervision
    • Marketing and Sales
    • Accounting and Finance
    • General Management
    • Quality Leadership & Management
    • Understanding Hospitality Law
    • Charting relationships between people working together
    • Line Relationships
    • Line and Staff Relationships
    • Function or Specialist Relationships
    • Project Organisation Structure
    • Communication and Coordination
    • Staff Management
    • The Personnel Function
    • Objectives of Personnel Management
    • Scope of Personnel Management
    • Leadership
    • Staff Motivation
    • Authority
    • Career Development
  4. Control Systems
    • Sources and Storage of Information; internal and external
    • Creating and Maintaining Information
    • What to Measure
    • Interpretation
    • Selectivity
    • Accountability and Control ability
    • Creating Control Systems
    • Maintenance of Control Systems
    • Types of Control
    • Production control
    • Quality control
    • Sales control
    • Labour utilisation control
    • Materials control
    • Maintenance control
    • Financial control
    • Budgeting
    • Setting Standards for Corrective Action
    • Work Study
  5. Front Desk Management (Reception)
    • Introduction
    • Front Office Functions
    • Reservation Systems
    • Reservation Procedures
    • Cancellation Procedure
    • No Show procedure
    • Registration of Guests
    • Safe Deposits
    • Control of Accounts
    • Payment Methods
    • Customer Service
    • Customer Satisfaction
    • Dealing with Grievances and Complaints
    • Communication methods and Skills
    • Questioning Skills
    • Communication Barriers
    • Developing Conversation
    • Servicing Rooms and General Cleaning
    • Scope and Nature of Housekeeping
    • Service Equipment
    • Hire or Purchase of Equipment
    • Linen; purchase or hire
    • Advantages and disadvantages of hire
    • Choosing Fabrics
    • Comparing Fabric Qualities
    • Classification of Fabrics; natural and man made
    • Fabric Flammability
    • Linen Room Organisation
    • Linen Room Staff
    • Environmental Considerations in Hotel Management
    • Workplace Health and Safety
    • Advertising Sustainability
  6. Building and Facility Maintenance
    • Expertise required
    • Maintenance Scope and Nature
    • Service Agreements; lifts, boilers, electrical, etc.
    • Maintenance Records
    • Daily, Periodic and Preventative Maintenance
    • Frequent Maintenance Problems; dampness, faulty roofs, gutters, downpipes, water pipes, condensation
    • Electrical Problems
    • Safety
    • Furniture Maintenance
    • Maintaining Fittings
    • Managing Maintenance
    • Maintenance Checklists
    • Equipment Cleaning
    • Building Maintenance, general tasks
    • Health and Safety Maintenance
    • Repairs
    • Toilets and Locker Rooms
  7. Activities Management
    • Tour desk
    • Gymnasium
    • Events (e.g. Weddings, balls etc)
    • In house Services, Recreation Facilities,
    • Guest Information Services, Swimming Pools, Spa and Sauna Facilities
    • Activities Management, Tourism.
  8. Food Service
    • Types of Food Service (e.g. Room Service, Bar, Restaurant, Coffee Shop etc)
    • Kitchen Design & Equipment
    • Service Facilities
    • Food Service Management
    • Food Purchasing
    • Dealing with Complaints.


  • Describe the range of hotels in operation and their management policies
  • Explain management structures and the way in which the workplace is organised.
  • Draw a team of professional staff together to ensure quality delivery of these services requires a tremendous amount of skill and organisation.
  • Describe the complexity of hotel management consider the following areas of management:
  • Discuss the importance of maintaining an overall system of control within a hotel
  • Develop knowledge of the complexities and management issues relating to front desk operations.
  • Discuss equipment and understanding of linen available
  • Implement facilities management systems
  • Implement and manage an activities service
  • Discuss a range of food services offered in the hotel industry

What You Will Do

  • Interview a manager or senior staff at a local hotel to enquire about their set up and structured policies.
  • Find out about the organisational structure of either one department of the hotel, or the whole hotel.
  • Observe how managers give direction/orders/requests to staff.
  • Discuss the procedures which should be followed when creating and maintaining a budgetary control system.
  • Observe and evaluate the Front Desk management of a selected hotel, commenting on the style of communication used, efficiency of the staff and your suggestions for improvement.
  • Discuss room service and room standards (ie cleanliness, etc.) in hotels and other guest accommodation, with three different colleagues or friends to identify areas of concern.
  • Visit a hotel in order to develop a checklist for conducting maintenance inspections.
  • Compare guest services (including fitness and health services) fat two different hotels or chains in the same region
  • Compare the different food services (including range/scope of services, times of service, types of food and beverage, prices, and quality of serviced) at three hotels in the same area.


The role of the hotel industry stems from a long history and development in the field of hospitality provision. In many countries hotels have evolved as extensions of domestic hospitality; though typically they are more often larger establishments (particularly in developed countries)

Industry groups in different countries may define a hotel in different ways.

A typical definition might be:

“A hotel is an establishment of a permanent nature, which consists of four or more bedrooms, and offers bed and breakfast on a short term contract and provides certain minimum standards”


The core business of any hotel is to provide guests with accommodation, that includes a place to sleep, to rest, and to attend to any personal needs in their life (eg. washing), while away from home. Additional services are often supplied as well; in particular food services


"Accommodation" services can include housekeeping, reception, maintenance and cleaning services have to be provided on a larger scale than in a domestic dwelling. The establishment need not necessarily include sleeping accommodation.

In its simplest sense, accommodation is taken to be the provision of shelter, that is, four walls and a roof.

Thus accommodation management is taken to include:

  • The provision of accommodation to suit the purpose and the needs of the users.
  • The selling, marketing and promoting of accommodation.
  • The care, maintenance and security of the accommodation.
  • The care, well-being, satisfaction and comfort of the accommodation user.

The accommodation industry may classify establishments into two groups according to whether the aim is to make a profit, or purely work with the constraints of a budget and maintain a break-even situation.

  • Profit making establishments - such as hotels, restaurants, contract cleaning companies.
  • Non-profit making establishments - such as provincial hospitals, senior citizen's homes, student residences.


The responsibilities of the accommodation manager will include some, or all of the following:

  • Assessing manpower requirements
  • Recruitment and selection of manpower
  • Induction and training of manpower
  • Deployment and scheduling of manpower
  • Supervision of manpower
  • Quality control
  • Inspection of premises
  • Developing standard methods for performing tasks
  • Increasing productivity
  • Welfare of personnel
  • Hygiene control
  • Pest control
  • Waste control
  • Selection and purchasing of supplies (cleaning agents, equipment, etc.)
  • Selection and purchasing of "linens" and soft furnishings
  • Selection and purchasing of all surfaces (floor coverings, wall coverings, furniture, etc)
  • Stores control
  • Linen control and laundering
  • Cleaning and maintenance of the premises and plant
  • Redecoration and up-grading schemes
  • Capital building projects
  • Interior design
  • Health, safety, fire and security arrangements
  • Care and welfare of the building user that is the client or personnel.

In certain types of establishments, such as hotels or conference centres, the accommodation manager may also be responsible for front office operations and conferences.

Accommodation management is a well established activity in certain types of operations (e.g. hotels, hospitals and halls of residence. These all tend to have a well-defined organisation structure).


It must be remembered that the client, whether identified as a customer, guest, patient, student or visitor, is of the utmost importance because the premises and services are provided for his or her benefit.

In some operations, where the management of the accommodation is not the main purpose of the operation, for instance, in a hospital or a school, it is easy to lose sight of the fact that a service, which is secondary to the main purpose, is being provided for the benefit of the building user, for example, the patient, with whom the manager of that service does not usually have direct contact.

The health, safety, welfare and comfort of the client are of the greatest importance.


There are lots of reasons why you should study with us:

  • Expanding your understanding of hotel management could help you in the next step of your career
  •  The course covers lots of different business skills that are required in today’s competitive business environment e.g. communication, marketing and management
  •  Hotels are complex businesses, knowing more about the different departments within them will give you more confidence to do your job
  •  Subject specialists are on hand to support you with the course content, they have industry knowledge that they love to share with students
  •  Our courses are designed to be flexible, if you’re working in hospitality this works really well with shift work.


You can enrol on the course now, but if you have any questions about the content of the course, or studying with ACS, then please get in touch with us today - use our FREE COURSE COUNSELLING SERVICE to get in touch with our expert tutors.They will be pleased to help you!

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