The basics of the industry.
The scope of the industry.
The basics of hotel management.
Hotel management planning.

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The various products and services you should offer.
Additional products and services customers often seek.
How to handle customers when you do not have the products.
The future of services within the hospitality industry.

The different room types. More about the rates. The type of staff that are required for running a hotel. The classifications of hotels.

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What is expected from a manager with their appearance.
The skills expected from a manager.
Why those skills are important.
How to build your skill set.

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The importance of language as a hotel manager.
How to improve your English if required.
The importance of having local knowledge.
How to improve your local knowledge.

Types of customers.
How to identify their requirements.
Dealing with walk-in guests.
Disabled guests.

How to take reservations by phone.
How to take reservations by email and online.
Information you need to learn about them.
Supplying confirmation of the booking.

How to greet guests.
How to perform the checking in procedure.
How to assign the rooms.
How to complete the checking out procedure.

How to correctly interact with the guests.
The reasons why this makes a difference.
How not to interact with the guests.
The reasons why this makes a difference.

The key to dealing with guests via the telephone.
How to deal with a wake up call.
How to deal with guest requests via the telephone.
How to deal with room service.

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