Make your own free website on

Hospitality Operations and Management @ Universidad Fernando Noveno

Hospitality Operations and Management


Customer Service

Exceeding expectations in customer service is something all

managers must strive to attain. In this session, participants

learn how to achieve a superior level of customer service

within their organization, manage the customer service

relationship, take the initiative in customer service situations,

and provide positive verbal and non-verbal communication/



Supporting Change

Change is an inevitable process and yet, a constant challenge.

This introductory session will provide managers with the

tools to guide team members through hectic periods of

change and transition. Attendees will be engaged in an

interactive learning experience designed to explain the causes

of change, describe the impact of change on individual

team members and work groups, effectively communicate

a message of change and actively support team members

through the change process.


The Role of the Human Resources


A focus on the strategic and operational roles of the

Human Resources (HR) department, and how it adds, or

should add, value to a company. Attendees will examine

how the HR department aligns with strategic goals and

organizational vision and how it delivers on both the external

promises made to guests and the internal promises made

to employees. Session participants will actively discuss the

presented topics and examine case studies, and gain insight

into HR issues and trends that are currently emerging in

the hospitality industry.


A Survey of Managing Hotel


This is an introductory level session that concentrates

on the management problems and issues involved in the

lodging operations. This session focuses on the guestcycle

and on identifying/handling potential operational

issues. Interactive learning activities will emphasize how to

systematically address and manage major issues and trends

in lodging operations.


Strategic Management for the

Hospitality Industry

Roles and actions of top management in developing and

implementing policy and strategy are examined in the

highly competitive settings of the hospitality industry. Case

studies and experiential learning activities are utilized to

solve hospitality industry related problems. This session

incorporates opportunities for the learner to focus on

strategic thinking and analysis.


The Management of Hospitality

Delivery Systems

This session will introduce the evaluation, design, and

management of service delivery systems through operations

management topics from a service perspective. Included

are other related subjects, such as customer satisfaction and

managing organizational change. Attendees will learn to

apply concepts and tools from operations management to

evaluate, (re)design and manage effective work processes in

hospitality organizations, understand the roles of customers

and front-line service employees in the service delivery

process, how to effectively manage both groups, quantitatively

and qualitatively assess a service delivery process, understand

service failure and service recovery and their relationship to

quality in hospitality organizations, and effectively manage

the service experience in hospitality organizations.


Experience Design

The purpose of this session is to introduce managers to the

importance of experience design. We will discuss factors

that make services different than other types of products

(intangibility, inseparability, variability, perishability) and

some strategies commonly used for managing these factors.

Then some specific aspects of experience management will

be introduced. Managers will be taught how to conduct an

experience audit at their own property. Several case studies

illustrating "best practices" in experience management will

be discussed.


On Becoming a Global Leader

Are leaders born or made? In this session, the principles of

leadership and the characteristics for leadership success will

be described and discussed. The sense of global leadership

will be characterized by discussion of emerging markets,

new ventures, and the effect of global telecommunications

and concepts described in the book "The World is Flat."

Attendees will discover how to distinguish between

characteristics of leaders and those of managers, and

understand the vital need for both. Case studies, short

video segments, and small group discussions will give

participants multiple sources for evaluation and learning.

Finally, attendees will be given tools to help them assess

their personal leadership styles and determine the type

of development activities they should consider to further

advance their leadership skills and ability.


Organizational Behavior

Organizational Behavior involves the complex interaction of

individuals, teams, and whole components of the organization

that are focused on a common purpose or mission. This

module will explore topics that are intended to improve, if

not optimize, those interactions. We will discuss employee

motivation, job satisfaction, the benefits and challenges of

teamwork, and decision-making in the organization.

Participants will interact on mini-cases, session dialogue, and

short surveys to build a deeper competency in the subject

matter. Upon the session's completion, participants will

be able to name and describe at least two ways to boost

employee motivation, understand and discuss options for

building employee morale through recognition and reward,

understand and articulate the difference between job

satisfaction and job performance, understand and apply the

principles of decision making to both simple and complex

problems, comprehend the meaning of team versus group

and apply this distinction to define the characteristics of a

poor team, a good team, and a great team.


Management Techniques - Train

the Trainer: Who, What, Where,

When, How

This session is a must for managers who want to learn

the art of training. This session will cover preparing for

training, planning the Who, What, When, Where, and How

of training, and evaluating the training after it has taken

place. Attendees will learn the INTRO concept and how to

create training objectives of both short (15 minute training

sessions) as well as longer ones.


Management Techniques

Recruitment Selection: Selecting

Employees Who Respond to

Very Important Customer


In this session, participants will learn how to determine the

service orientation they want to deliver in their department.

By studying the types of service encounters that happen

on a daily basis, a profile of a guest-oriented employee will

be defined. Participants will also find out ways to recruit

service oriented employees.


Work-life Balance

Managers are always trying to find a balance between work

and life outside of work. Participants will learn how to

recognize the signs of work invading their personal life

and steps to creating a balanced life. Participants will learn

what an organization can do to create a better work-life

balance for all managers and employees. Work-life practice

guidelines for both companies and employees will be

discussed. Benchmarks for both companies and individuals

will be presented so everyone can benefit from a proper

work-life balance.


Operational Analysis for the

Hospitality Industry

This session is designed to provide participants with

a thorough understanding of hospitality operations

management. They will engage in complex problem solving

using case analysis and research. This session will also

help participants to identify and solve intricate operations

management activities including capacity planning, scheduling,

cost control, managing for quality, location and layout

strategies and forecasting. A business proposal team project

takes participants from the concept to completion phase of

a business proposal for the hospitality industry including the

creation of a real budget and timeline. Learning outcomes

will include an understanding of the complex operational

side of the hospitality industry.


Creativity for Managers and

Leaders: Have fun learning a

great leadership skill - creativity!

Successful companies and leaders do not happen by chance.

What sets successful companies and leaders apart from

the pack is often their approach to, understanding of, and

implementation of their own creativity skills. Everyone is

creative, yet few know how to bring their creative talents

to the forefront, and those who believe that they are not

creative simply have not yet learned how to unlock their

creative potential.

Creativity can, and should be, the focus of training. In

this session participants will engage in self-assessments

of creative skills and then engage in the active formation

of new creativity skills to employ in the workplace. They

will learn both creativity-enhancing skills and techniques

that highly successful leaders throughout the world have

employed for centuries, as well as, new techniques for

accomplishing greater personal and company creativity.

The results will be astounding.

Participants will learn what creativity is (and is not) and

how everyone can enhance their creative abilities and skills.

They will be able to identify which creativity techniques

are most useful in each setting, and how to teach others

to be more creative.


Leadership vs Management: Why

you want to be a Leader, not a


Leaders inspire others to do things, managers carry out

tasks. Successful hospitality careers are built on leadership

skills, not on management skills. Knowing the difference

between the two and knowing how to utilize the best possible

leadership skills in different environments is critical to

successful career development and to company financial

success. This organizational behavior session is devoted to

helping managers learn how to become better leaders through

discussions and activities designed to illustrate the difference

between leadership and management. The session employs an

interactive learning style wherein participants actively engage

in activities designed to improve their own skills.


Power and Empowerment:

Getting the most out of

Employees and Managers

This session focuses on helping managers and leaders

effectively use various forms of power and empowerment

to bring greater rewards to themselves as individuals and

to their companies. Although many are in positions of

power, few use the power they are given correctly. The old

adage of "power corrupts and absolute power corrupts

absolutely" is true, unless managed properly. Learn how to

effectively use this extremely powerful, yet often abused,

skill to your best advantage.

Attendees will engage in multiple participant-involvement

activities specifically designed to teach them how to recognize

and utilize different power approaches, skills, and tactics,

such as how to: evaluate power tactics and choose the

right approach for the target market and situation, utilize

the power of others to your advantage in order to build

successful careers and companies, delegate properly, evaluate

your own approaches and beliefs about power, as well as

those above, below and around them, evaluate and satisfy

the power needs of managers and employees, while building

your own power base appropriately.


Managers and Leaders: Training

and Development

This session will provide managers and leaders with an

understanding of how training works, why training is

called a "cyclical process", and why training is so important

to your company's success. A substantial portion of the

session is devoted to helping participants understand when

and how to use different approaches to ensure successful

training. Participants will learn how to develop training needs

assessments, objectives, and criteria, plan effective training

sessions, recognize and diffuse resistance to training and

change, and how to evaluate the effectiveness of training

programs. Participants will also actively engage in the

development and implementation of a training session.


Americans with Disabilities Act

and the Hospitality Industry

Since 1991, all US businesses have been required to comply

with the Americans with Disabilities Act (ADA). This session

details both structural and service requirements prescribed

by the ADA, the differences present in new properties and

those existing prior to 1991, and an overview of the legal

cases that have clarified the Act's requirements.