Hospitality and Hotel Management Workshop

Introduction
• The Hotel Industry
• The Scope of the Industry
• The Firm in the Hotel and Catering Industry
• Hotel Management
• Planning
• Policy

Organization of the Hotel Workplace
• The Nature and Purpose of Organization
• The Mechanistic View of Organization
• The Human Relations View of Organization
• The Systems Approach to Organization
• Organization Structure
• The Informal Structure
• Hotel Organization

Staff Management in Hotels
• Work Charts
• Communication and Coordination
• Staff Management
• Monitoring Workloads and Work Procedures
• Authority/Chain of Command
• Career Structure

Control Systems
• Sources and Storage of Information
• Creating and Maintaining Information
• Creating and Maintaining Control Systems
• Types of Control

Front Desk Management (Reception)
• The Functions of the Front Office
• Customer Service
• Dealing with Grievances & Complaints
• Understanding Communication
• Conversation Development
• Using the Telephone
• Client Interpersonal Skills
• Self Esteem & Reinforcement

Servicing Rooms and General Cleaning
• Service Equipment
• Choice of Fabrics
• Linen Room Organization

Building and Facility Management
• Periodic and Planned Preventative Maintenance
• Frequent Maintenance Problems,
• Safety, Furniture and Fittings
• Toilets and Locker Rooms

Activities Management
• Tour desk, gymnasium, events
• Recreation Facilities,
• Guest Information Services,
• Swimming Pools,

Food Service
• Types of Food Service (eg. Room Service, Bar, Restaurant, Coffee Shop etc)
• Kitchen Design & Equipment,
• Service Facilities,
• Food Service Management,

FOR WHOM:
All Hotels and Hospitality Management and Staff.

1ST BATCH: Tuesday, April 7, 2026 — Friday, April 10, 2026.

2ND BATCH: Tuesday, August 4, 2026 — Friday, August 7, 2026.

3RD BATCH: Tuesday, December 1, 2026 — Friday, December 4, 2026.

The training methodology integrates lectures, interactive discussions, collaborative group exercises, and
illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical
experience, emphasizing the application of learned techniques. This approach ensures that attendees return
to their professional environments equipped with both the competence and self-assurance to effectively
implement the acquired skills in their responsibilities.