If you intend to pursue a management role in hospitality, you’ll need strong leadership and interpersonal communication skills. You’ll also need a passion for the industry, which covers restaurants, hotels, travel, airlines, cruise and related companies, to be successful.
The Certificate of Hospitality Management is an online professional development program that will equip you with the skills and knowledge required to successfully lead and manage people in the hospitality industry.
In this online hospitality course, you will improve your ability to lead and manage, and learn how to manage conflict in the workplace to foster team commitment and cohesion.
You will also learn how to work effectively in hospitality service and manage workflow to ensure optimal business performance, including staff rostering, work schedules, and efficiency and service levels planning to meet business objectives.
You will also gain a range of competencies in budgeting, finance and marketing, specifically relating to the hospitality industry.
On completion of this course you will feel confident to work in a management role in the hospitality industry.
Course Structure
Unit 1 - Work effectively in hospitality service
- Preparing for service
- Plan and organise tasks
- Mise en place
- Briefings from head chef
- Setting up
- Function running sheets
- Service requirements
- Staff communication
- Work plan / action plan
- Roles and responsibilities
- Quality customer service
- Beverage service
- Bar service
- Special or cultural requirements
- Menus
- Wine lists / beverage menus
- Upselling and cross-selling
- Resolving complaints
- Operational tasks
- Working cooperatively
- Required machinery,
- Materials and equipment
- Workplace safety
- Hygiene procedures
- Security
- Organisational procedures
- Technology
- Job roles
- Tasks / frequency of tasks
- End of shift duties
- Administration and reporting
- Incident reports
- Maintenance reports
- Debriefing and handover sessions
Unit 2 - Lead and manage people
- Performance and behaviour
- Acting as a role model
- Positive and professional interaction
- Vision and mission statements
- Input/output procedure
- Leadership
- Leadership and management differences
- Team commitment and cooperation
- Plans and objectives
- Workplace culture
- The paradigm shift
- Social responsibility
- Expectations, roles and responsibilities
- Communication skills
- Maslow’s hierarchy of needs
- Rewarding individual and team efforts
- Measuring performance
- PDCA cycle
- Manage team performance
- Learning plans
- Mentoring and coaching
- Achieving optimum performance
- Equity Goal and Motivation Theories
Unit 3 - Develop and manage quality customer service practices
- Customer service practices
- Customer needs and expectations
- Bundling
- Professionalism and courtesy
- Providing information
- Suppliers
- Customer and staff feedback
- Market segmentation
- Organisation planning
- Quality assurance
- Feedback model
- Policies and procedures
- Delivering quality customer service
- Meetings
- Induction and training
- Monitor customer service
- Training needs analysis (TNA)
- Customer service training programs
- Service outcomes
- Dispute resolution
- Positive role modelling
- Improving performance
- Continuous improvement cycle
- Problem solving model
Unit 4 – Manage business operational plans
- Establish operational plan
- Resource requirements
- Stakeholder consultation
- Developing contingency plans
- Explain plan to work teams
- Recruitment and induction
- Acquisition of physical resources
- Intellectual property
- Monitor profit and productivity plans
- Managing under performance
- Gap analysis
- Performance reviews
- Support for individuals and teams
- Variations to operational plans
- Approval process
- Proposal development
- Budget and financial forecasts
- Documenting performance
- Developing KPI’s
- Quantifiable performance objectives
- Timely reporting
- Operational plans
- Legislation and regulations
- Fair trading laws and work health and safety
Unit 5 - Manage finances within a budget
- Budget resources
- Allocating funds
- Business planning
- Cash flow budgets
- Forecasting and operations budgets
- Income and expenditure priorities
- Budget control
- Responsibility accounting
- Resource allocation records
- Financial activities
- Income and expenditure
- Financial commitments
- Financial cost analysis
- Expenses
- Budget deviations
- Budget analysis
- Budget status reports
- Budget performance
- Costs and resources
- Continuous improvement plan
- Financial management systems
- Desired budget outcomes
- Budget processes
- Zero-based budgeting
- Activity-based budgeting
- Rolling forecasts
- The balanced scorecard
- Value-based management (VBM)
- Customer service levels
- Budget management
- Financial and statistical reports
- Break-even analysis
Unit 6 - Manage conflict
- Conflict situations
- Preventing escalation
- Aggressive or abusive behaviour
- Weapons
- Physical interventions
- Emergency procedures
- Conflict management
- Negotiation
- Resolving conflict
- Impact of conflict
- Building rapport
- Active listening
- Managing conflict
- Preventing disputes
- Finding solutions
- Implementing solutions
- Conflict resolution
- Oral and written questions
- Causes of workplace conflict
- Workplace improvements
Unit 7 - Roster staff
- Staff rosters
- Casual / full time employees
- Awards and enterprise agreements
- Rotating rosters
- Fixed rosters
- Operational efficiency and performance
- Service levels
- Wage costs
- Combining duties
- Multi-hiring
- Social and cultural considerations
- Roster systems
- Communicate rosters to staff
- Rostering records
- Employee information records
- Evaluate rosters
Study Hours
Estimated duration 100 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
I thoroughly enjoyed studying the hospitality management course with Australian Online Courses. I would definitely recommend and use this great resource again. By adding the course details to my CV and stating that I had almost finished I have been offered so many more jobs as a F&B Supervisor. It has definitely enhanced my hospitality management career.
E. Byrnes, Wembley, WA | Certificate of Hospitality Management
I really enjoyed studying with Australian Online Courses. The contents of each unit are well set out which has improved and developed my skills and knowledge
G. Woodcock, Hampton Park, VIC | Certificate of Hospitality Management
I recently completed a course with Australian Online Courses and had a great experience. The course material was well-organised and easy to follow, and the online platform made it convenient for me to access the lessons and assignments at my own pace. The instructor was knowledgeable and always available to answer any questions I had. Overall, I highly recommend Australian Online Courses for anyone looking to further their education or expand their skill set. The quality of the course and the support provided by the team made it a valuable and enjoyable learning experience.
J. Hobbs, Gunn, NT | Certificate of Hospitality Management
I’m quite happy with my course. It has all the chapters I need to cover my knowledge in the hospitality industry.
Arineta | NSW | Certificate of Hospitality Management
About Us
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Enrol Now
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
- Hospitality Manager
- Hospitality Services Assistant
- Hospitality Attendant
- Hospitality Team Member
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