Online Hospitality Certificate Course | Australian Online Courses

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.

Printed learning materials are available for purchase for this course and can be ordered during enrolment.

Course Structure

Unit - Certificate of Hospitality Management

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

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.

Career Outcomes

Hospitality Manager
Hospitality Services Assistant
Hospitality Attendant
Hospitality Team Member

I have studied hospitality management through Australian online courses, which provided me with valuable knowledge in customer service, hotel and restaurant operations, food and beverage management, workplace safety, and hospitality leadership. The online learning environment helped me develop strong time-management, communication, and self-discipline skills while balancing my studies with other responsibilities. Through coursework and practical case studies, I gained a deeper understanding of industry standards, guest satisfaction, and professional hospitality practices. This experience has strengthened my ability to work effectively in diverse hospitality settings and prepared me for further career growth in the industry.