Learning Outcomes

Revenue Management Tools and Data

Segmentation, Forecasting and Budgeting

Lesson Summary

In this module, you will familiarize yourself with the basic knowledge of hotel yield and revenue management. The important tools, including the computer software used by revenue managers for data monitoring and analysis, segmentation, forecasting, and budgeting, will be highlighted.

Customer Service: Models and Trends

In this module, learn how to carry out great customer service to edge out competitors and ensure repeated patronage from customers. Learn how to wow your customers and enforce their loyalty to your brand by building good relationships with them, and promptly handling their complaints. You will be shown the latest customer service technology trends.

Hotel Revenue Management and Customer Service Excellence - Course Assessment

Study the global best practices for hotel revenue management and customer service excellence in this free online course.

Hotel Revenue Management and Customer Service Excellence

In this course, the procedures for data monitoring and resource management - and the basic tools for revenue management in the hospitality industry - are discussed. You will learn to discern the benefit of customer service and the most practical systems for building an excellent relationship with your customers. By completing this course, you will be able to impress your customers with a world-class service that will increase your revenue.

Hotel revenue management refers to a business practice that uses of analytics and performance data for predicting consumer behaviour and optimizing revenue. In this course, you study the differences between, and become familiar with, the common terms used in hotel revenue management systems. Emphasis is placed on data monitoring, as well as the methods for effective supply-and-demand data management by the revenue manager. The distinction between a property management system (PMS) and revenue management software (RMS) is highlighted. You will also learn how to properly carry out the analysis of historical and sourced data. The need for modern technology, including the latest computer hardware and software, in revenue management planning is emphasized. An overview of the general requirements of revenue management, and the three vital tools (segmentation, forecasting and budgeting), required by revenue managers to carry out their roles effectively, will be presented. Then, you will learn about data segmentation, including the definition, scope, and importance of the process to the revenue manager.
Next, the crucial roles of a revenue manager in the hospitality industry will be identified. You will see why a revenue manager must discern the logic behind supply-and-demand data. Similarly, the benefits of obtaining accurate data for long-term planning are outlined. Learn about forecasting preparation (also known as the frequency of forecasting), and the important tools used in forecasting planning (also known as short-term planning). The relationship between segmentation and forecasting will be unpacked. The application of historical data, including the periodic purchase analysis of data in forecasting, is considered. Factors that affect the frequency of forecasting, the role of supply-and-demand in short-term planning, as well as the four stages involved in long-term planning (also known as budgeting), are discussed. You will discern why you must consider consumer wants and needs in the customer required context. Likewise, you will learn how to connect with your customers and build great relationships with them.
Why should you build excellent relationships with your customers? How does great customer service translate into increased profits? Learn how to address these questions with practicable solutions, which are provided in this course. Important tips on why and how to carry out satisfactory customer service will be shared. The importance of customer service will be reinforced by considering some facts and statistics from top brands around the world. The material digs deep into complaints handling, and you will discover three practical approaches for handling customer complaints. Additionally, you will be taught five effective strategies for improving your customers’ experience. The six sigmas for excellent service from Kano analysis (developed by Dr Noriaki Kano in Japan) as well as the latest customer service technology trends, will be examined. By completing this course, you will be able to manage your hotel revenue effectively, and ‘wow’ your customers with world-class service that will boost your profits.

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Introduction to Manual Handling

Manual Handling Injuries and Prevention

Manual Handling Risk Assessments

Manual Handling Legislation

The Maximum Weight You Can Lift

Risk At Work

Good Handling Technique

In this module, we will be going through the tips, techniques, and risks associated with transporting material manually. A detailed guide on the risks associated with manual handling and how to prevent injuries shall be provided. The role of legislation and incorporating the proper technique while transporting heavy materials will also be examined.

Fundamentals of Manual Handling - Course assessment

Learn how to manage the risks associated with manual handling and lifting in this free online health and safety course.

Fundamentals of Manual Handling

This health and safety course examines the basic concepts associated with the lifting of heavy objects in the workplace and explains how to make manual handling as safe as possible. Poor lifting techniques lead to many injuries each year so we outline the rules, regulations and techniques that ensure that both employers and employees can safeguard themselves from harm. If your work involves manual handling, enrol now to learn how to manage risk.

Introduction to Security Management

Organisational Security Management

Security Risk Analysis and Risk Reduction

Physical and Information Security Protection

Business Resilience and Crisis Management

Cyber Security and Fraud Prevention

Security Investigations and Threat Awareness

Laws and Regulations

In this module we will learn the basic functions and role of safety management. We will explore the concepts of responsibility, authority, and accountability in safety management. We will then learn about some of the key functions that protect an organization from all types of risks, threats, and fraud.

Course assessment

This free online course teaches how security management works, what functions it has and what risks it poses.

Security Management

This course introduces us to the essential functions and role of safety management. We will examine the organisational structure of safety management and the organisational principles. We will then learn about crucial functions that protect an organisation from all types of risks, threats and fraud. Then, we will explore the importance of physical security and the role of information security protection in organisations.

Introduction to Crisis Management

Preparing for a Crises

Responding to and Recovering From Crises

In this module, you’ll be introduced to the concept of crisis, its various forms, and its impact on organisations. You’ll learn how to identify potential threats, develop contingency plans, and establish response teams. You’ll be guided through the key elements of crisis communication, including strategies for recovery and post-crisis evaluation.

Course Assessment - Introduction to Emergency Crisis Management

Learn how to prepare for emergencies and help communities respond to crises and disasters in this free online course.

Introduction to Emergency Crisis Management

Emergencies caused by various factors can happen unexpectedly. Such disasters disrupt existing systems, making it crucial to be prepared with a thought-out strategy to respond efficiently in crisis situations. This crisis and disaster management course provides such strategies and explains how to handle emergencies. We explore the stages of crisis management and show you how to plan for emergencies and communicate with stakeholders during crises.

Introduction to Food Allergies

Allergen Management in Food Preparation

Communicating Allergen Information

Developing Allergen Management Plans

In this module, you will learn what food allergies and food intolerances are. The lessons discuss how to identify food allergens and prevent cross-contact during food handling and storage. You will understand allergen labelling regulations, how to communicate allergen information, and first aid protocols in the case of allergic emergencies.

Course assessment - Food Allergen Awareness

Learn how to properly label ingredients to prevent allergic reactions in this free online allergen management course.

Food Allergen Awareness

Nearly 10% of the population is allergic to certain ingredients. This means that food manufacturers and services must lower the risk of allergic reactions by providing consumers with clear information and alternatives. This food safety course identifies common food allergens and explains how they affect the body. We go over the regulations governing ingredient labelling and show you how to implement allergen control to protect customers.

History of Food Safety Management Systems

Publication of ISO 22000:2018

Important Definitions in ISO 22000:2018

In this module you will be able to know about the history of Food Safety Management System including the ISO 22000 and the FSSC 22000. This module also covers the details about the publication of ISO 22000:2018 Standard. Explanation and activities on important terminologies and concepts (selected from ISO 22000:2018 standard) are also included in this module.

Leadership Role and Context of Organization

Risk Management and Support Provision

Operations Management

In this module you will learn the expectations of the standard regarding top management to exhibit a leadership role. This module will help you to familiarize yourself about the requirements of the standard to conduct analysis on context of organization and how a food organization can manage it. Also the module covers risk and support management functions. Lastly the module explains the main part of the standard which is on Operations of the Food Safety Management System.

Monitoring, Measurement, Analysis and Evaluation

Internal Audits and Management Reviews

Improvement

This module explains the Check part of the standard which is performance evaluation. This module enlightens performance evaluation at operational level which covers monitoring, measurement, analysis, and evaluation. Also this module describes Performance evaluation at management system level which covers internal Audits and management Reviews. Finally this module incorporates explanation on continual improvement.

ISO 22000:2018 - Elements of Food Safety Management System - End of Course assessment

Learn about how to manage Food Safety Management Systems with this free online ISO 22000:2018 course.

ISO 22000:2018 - Elements of Food Safety Management System (FSMS)

This free online ISO 22000:2018 course will teach you about the Elements of Food Safety Management System (FSMS). FSMS is a collaborative and systematic approach to effectively managing food safety risks. With this course, you will learn how this standard works and the potential benefits it can offer to food organizations. You will also study the requirements of the standard for conducting analysis and how a food organization can manage this.

Introduction to Facilities Management

Duties of a Facility Manager

In this module, you will learn about the various aspects of facilities management and will be apprised of all the necessary information a facilities manager should know to be able to carry out several duties successfully. Upon that, you will also learn about the legal considerations attached to various departments in a facility.

Facility Management - Maintenance and Repairs - Course Assessment

Explore facility management to ensure the efficiency of any organisation with this free online course.

Facility Management - Maintenance and Repairs

In this course, we will introduce you to the basic concepts of facilities management and the various roles of a facilities manager. You will learn about the ins and outs of the numerous duties of this profession like lease purchase, vendor management, health and safety, maintenance and repair. We will show you the importance of having a well-managed workplace and how it can affect employees' productivity and behaviour.

Introduction to Risk Assessment

The Three Processes of Risk Assessment

Identifying the Organizational Hazards

This module presents discussions on important aspects of organizational risk assessment and control in the workplace. Through this module, you will be able to define risk assessment and its importance. Moreover, you will also learn about the reasons for conducting this assessment along with its goals. Lastly, hazard identification is also given.

Risk Assessment & Control - Health & Safety - Course assessment

Learn how to conduct a risk assessment and hazard identification for your organization in this free online course.

Risk Assessment & Control - Health & Safety

This short course is designed to teach its enrollees the importance of conducting a risk assessment as part of organizational health and safety management. It discusses various aspects of risk assessment, such as its essential steps, the reasons for conducting a risk assessment and the goals. The course also contains sufficient learning material on hazard identification and the method of ranking these risks.