Hospitality Management Training

A hotel is judged twice: by its guests on the standard of service, and by its owner on the revenue it returns. A building can be handed over to specification and still fall short on both counts, because its operating team meets the brand standard for the first time in front of a guest, and its commercial team is left to fill the property through discounting and third-party channels. The shortfall shows in reviews, in audit scores and in revenue, and it is borne by the owner.

We build each programme from the operator’s brand and service standards and the owner’s commercial targets. Existing competence is assessed at the outset, and content is taught in the context of this market, including its workforce, its suppliers, its source markets and the expectations of its guests. American Hotel & Lodging Educational Institute (AHLEI) certified trainers with decades of management experience in hospitality will provide international practice for your business. Each programme concludes with an assessment against the standard the operator will audit and the targets the owner has set.

Operational programmes address the disciplines that determine how a property is run: pre-opening and mobilisation, front office and rooms division, food and beverage, cost control, and guest experience.

Commercial programmes address the disciplines that determine how a property is sold. Sales training covers prospecting; corporate and key account management; group, MICE and events sales; travel trade and tour operator business; client meetings, site inspections and presentations; negotiation and rate defence; and upselling and ancillary sales. Revenue training covers revenue management and commercial awareness, pricing and yield strategy, online distribution and online travel agency performance, direct booking and channel strategy, and market and competitive set analysis. Brand and digital training covers hotel marketing, social media, influencer and creator partnerships, and brand positioning for independent hotels. For senior teams, commercial leadership training covers commercial strategy and annual planning, the leadership of commercial teams, and the conduct of commercial meetings.