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Introduction to Hotel Operations

Credential Earned: 

Course Focus

In today’s world, running a successful hotel is a highly collaborative process involving many roles.

This course is structured around the four key stages in the guest experience -- pre-arrival, arrival, occupancy, and departure -- and will explain hotel operations, the systems that hotels rely on, and the managers and staff who run them. During the guests’ experience, managers and staff will learn how to engage with guests to win and maintain their loyalty.

Professor Reneta McCarthy brings first-hand knowledge of hotel operations to this course, providing insights and guidelines that will give participants a good understanding of the inner workings of today’s hotels.

Who Should Take this Course?

This course is appropriate for hospitality professionals working in every function of their organization; professionals looking to move into a hospitality management position; hospitality professionals aspiring to management positions, and hospitality managers working in hotels and corporate offices.

Topics Include

  • Applying a knowledge of the chain scale segments to the business models, operating strategies, and operational routines of a hotel

  • Articulating and engaging effectively in the key aspects of service delivery and service recovery from pre-arrival to departure


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