Hospitality management refers to several separate operations including food and beverage, travel, accommodation, event management, etc, that ensure the best possible guest experience.
This ICM Advanced Diploma in Hospitality Management program teaches a broad range of hospitality skills combined with managerial skills and sound knowledge of the industry that are required to successfully coordinate hospitality operations.
The course aims to provide students with an understanding of the managerial, decision-making and leadership aspects of the hospitality industry as well as soft skills such as the spirit of service, social etiquette, personal responsibility, commitment, and teamwork.
The Nature of Services
Defining the Service Concept
Servitisation: Or Why Services Management is Relevant for Manufacturing Environments
Customer Satisfaction and Complaint Management
Service Guarantees and Service-level Agreements
The Role of Human Resource Practices in Service Organisations
Competencies and Service Organisations
Collaboration: Integrating Work and Learning
The Role of Empowerment in Service Organisations
Role Stress Among Front-line Employees
Service Process Design and Management
IT Developments and their Impact on Services
Performance Measurement Systems in Service Firms
Managing Innovation in a Service Environment
Managing Services across National Boundaries
Defining a Service Strategy
What is Customer Service?
Challenges of Customer Service
Management and Strategy
Strategy and Formulating a Plan for Success
Communications in Customer Service
Managing Difficult Customers (Coping with Challenging Customers)
Motivation and Leadership
Leadership in Customer Service
Customer Retention and Measurement of Satisfaction
Technology and Customer Service
Excellence in Customer Service