360° Hospitality Control
Hospitality Control
Complete control of hotel operations across all departments – from the front desk through F&B and revenue management to human resources.
- areas under control
- 20
- view of your operations
- 360°
- pillars of one system
- 2
- average cost savings
- 20 %
Pillar 01
Hotel Operations
Ten departments, one standard. From the front desk through F&B to revenue management, we set up processes so the hotel runs predictably and profitably - no matter who is on shift.
- Guest reception
- Sales techniques for walk-in guests (no reservation)
- Check-in and check-out procedures to international standards
- Fundamentals of up-selling
- Handling guests in crisis situations
- Verbal and non-verbal communication
- Building customer loyalty
- Shift planning and duty rosters
- Front Office organisational structure
- Skill Trainer and Shift Leader
- Assistant Front Office Manager
- Front Office Manager & Night Auditor
- Comparative analysis of information systems
- Rate Plan design
- Analysis of room types and suites
- Cleaning techniques and work organisation
- Quality analysis in hospitality
- Executive Housekeeper
- Room Attendant
- Porter, bellman and doorman
- Personal butler
- Dispatcher & Customer Care
- Turndown service techniques
- Time standards and organisation of the Housekeeping department
- Analysis of hotel food and beverage outlet types
- Typology of services provided
- Banqueting
- Service styles and rules
- Organisational structures and job positions
- Food & Beverage Manager
- Evolution of the individual departments
- Transformation of selected professional roles
- Service types, outlet layout and technology
- Breakfast service and the HACCP system
- Analysis of service and up-selling techniques
- Sales techniques applied in the F&B department
- The waiter as an active seller rather than a passive server
- Menu engineering (menu optimisation and analysis)
- Food & Beverage Cost
- Qualitative and quantitative standards
- The world of gastronomy and menu creation
- Revenue management in gastronomy
- Building price quotations in Excel
- Preparing a commercial offer
- Creating an inventory
- Purchasing monitoring and control
- Menu creation
- The role of the Sales Manager / Commercial Manager
- Sales techniques
- Revenue & Rate Management
- Loyalty programs
- Reservation Department
- Travel agencies, tour operators, hotel consortia and implant offices
- Reservation department: response models for individual guests, groups and tour operators
- Overbooking management
- Managing room and service upgrades
- Handling “sorry” situations (when a reservation or request cannot be fulfilled)
- Reservations for congress events and banqueting
- The Sales department and its professional roles
- Marketing & Sales Plan
- Trade fair participation and the leading hospitality and tourism fairs
- choosing the exhibition stand
- preparing promotional and marketing materials
- Hospitality Communication
- Leadership and human resources management in accommodation facilities
- Occupational safety, data protection (GDPR) and applicable legislation
- Employment contracts in tourism and hospitality
- Recruitment and selection of employees
- Curriculum Vitae
- The job interview
- Placement and career counselling
- Recruitment agencies and headhunters
- Human Resources Supervisor
- HR Manager
- P&L (Profit & Loss) – the profit and loss statement
- KPI (Key Performance Indicators) – performance indicators for each department
- Controlling – monitoring and analysing the company’s economic results
- Budget – planning revenues, costs and investments
- Forecast – predicting future economic results from available data
- Cash Flow – managing the company’s cash flows and liquidity
- Business Plan – the strategic document defining goals, financial projections and business development
- Fundamentals of revenue management and its key performance indicators
- Revenue management and its evolution in the hotel industry
- KPIs of hotel revenue management
- Pricing and market segmentation
- Evolution of hotel rate systems
- Rate-based yield management
- Pricing strategy: the Rate Grid and promotions
- Market segmentation and nesting (managing capacity availability by segment and price level)
- Organisational structure and professional roles of the administration department
- Commissions and their management
- Controlling – overseeing management and economic results
- Evolution of the administration department
- Front Office Accounting – accounting entries and cash flows at reception
- Invoicing
- Legal regulations and legislation
- Procurement and supplies (Economato)
- Warehouse management
- Inventory valuation
- MICE (Meetings, Incentives, Conferences and Exhibitions)
- Event management
- Event goals and typology
- Event management – planning, organising and delivering events
- Destination management – managing and promoting a destination for events and tourism
- The Bleisure market (Business + Leisure)
- Digital events
- Event Manager
- Comparative analysis of business services offered by the leading hotel groups
- Project management – time management and budget management
- Creativity and event design
- Meeting & Congress Organizer
- Congress tourism:
- PCO (Professional Congress Organizer)
- DMC (Destination Management Company)
- EMC (Event Management Company)
- DBD (Director of Business Development)
Pillar 02
Human Resources & Leadership
Hotels are made by people. We build teams that stay - from recruitment and development through compensation to leadership and burnout prevention.
- Overview of the role of human resources in modern organisations
- Evolution of the HR field and its importance for organisational success
- Main functions and responsibilities of the HR department:
- recruitment and selection
- onboarding
- training and development
- performance management
- compensation and benefits
- labour relations and legal compliance
- building company culture and employee engagement
- workforce planning
- Innovative recruiting and selection strategies
- Employer branding – building an attractive employer brand
- HR marketing – marketing activities aimed at attracting and retaining talent
- Onboarding and integration of new employees:
- the adaptation process for new hires
- introducing company culture and values
- training and development plan
- supporting integration into the team and workplace
- monitoring the adaptation process and new-hire satisfaction
- Assessment techniques and training needs analysis
- Designing, planning and delivering training programmes
- Evaluating training effectiveness and outcomes
- Using modern technology in learning:
- e-learning platforms
- online training and webinars
- digital learning tools
- artificial intelligence (AI) in employee learning and development
- AI-supported personalised learning programmes
- performance analysis and identifying development needs (learning analytics)
- Performance evaluation systems
- Setting goals and performance indicators (KPIs)
- Employee evaluation methods:
- annual and ongoing appraisal interviews
- 360-degree feedback
- management by objectives (MBO)
- competency-based assessment
- Giving feedback and managing expectations
- Career development and succession planning
- Identifying talent and developing future leaders
- National and international labour regulations:
- labour law and employment relations
- collective agreements and trade unions
- occupational health and safety
- data protection (GDPR)
- anti-discrimination rules and equal opportunities in the workplace
- international labour standards and directives
- Conflict management and negotiation
- Mediation techniques and effective communication in dispute resolution
- Workplace ethics and compliance
- Whistleblowing systems and whistleblower protection
- Designing and structuring compensation systems
- Designing pay packages with fixed and variable components
- Innovative incentive programmes and employee benefits
- Financial and non-financial forms of reward
- Global and local trends in employee benefits:
- flexible benefits (cafeteria system)
- remote and hybrid work models
- health and well-being programmes
- learning and development benefits
- supporting work-life balance
- Psychological dynamics in work teams
- Individual and group behaviour in the workplace
- Motivation, engagement and teamwork
- Managing interpersonal relationships and team dynamics
- Developing leadership competencies:
- virtual team management
- remote leadership
- empathetic leadership
- building trust and effective communication in hybrid environments
- supporting diversity and inclusion in teams
- Coaching and mentoring for organisational resilience
- Managing change in organisations
- Planning, implementing and evaluating organisational change processes
- Strategies for successful change and transformation
- Managing cultural and organisational change
- Managing resistance to change
- HR innovation and agile management:
- digitalisation of HR processes
- using artificial intelligence and analytics in HR (HR analytics & AI)
- agile management methodologies
- flexible organisational structures and work models
- fostering innovation, creativity and continuous improvement
- HR strategies for employees’ mental and physical well-being
- Promoting a healthy lifestyle and work-life balance
- Programmes supporting mental well-being and employee engagement
- Burnout prevention:
- identifying stress and burnout risk factors
- workload management
- building psychological resilience
- creating a positive company culture
- encouraging open communication in the workplace
- Implementing personalised wellness programmes
- Group project addressing a current HR challenge
- Problem analysis, solution design and implementation plan
- Applying knowledge from recruitment, employee development, leadership and HR strategy
- Teamwork, project management and presentation of results
- Final presentation – defending the proposed solution before an expert panel, presenting results and recommendations, feedback and project evaluation
Want your hotel under control?
Tell us where your operations hurt. During a free consultation we will show you where your hotel is losing money and how to change it.