| Hotel Financial Operations, Borrowings, Insurance, Foreign Exchange, Working Capital Management; Medium and Long term Finance, Hotel Sustainability, Corporate social Responsibility, Hotel Crisis Management, Problem Solving, Customer Service Delivery, Front Office Operations, Facility Usage, Critical Evaluation of Hotels, Digital Media, types and trends, classification, international context, customer needs. Identification of operational practices; role of accommodation and revenue managers, managing the link between departments, buying and selection policies. Sales strategies; forecasting, pricing displacement, tactics and internet. Operational practices, quality control, legislative obligations, People Management, Brand and Experience, Marketing Experiences, Stakeholders and the Digital Eco-System, Hotel Crisis Management and Problem Solving, Sustainability and CSR, Customer Service Delivery, Customer Communication and Engagement.
This module aligns with several United Nations Sustainable Development Goals (UNSDG). Good Health and Wellbeing (UNSDG 3) - the sustainable management of human resources and the management of employee health and wellbeing in hotels. Crisis management and problem-solving focus on priority areas of harm reduction relating to people, environment and physical assets during hotel risk management and crisis response planning. Integration of management and leadership approaches to the development of quality assurance for sustainable hotel operations. Clean Water and Sanitation (UNSDG 6), Affordable and Clean Energy (UNSDG 7), Sustainable Cities and Communities (UNSDG 11), Responsible Consumption and Production (UNSDG 12), and Climate Action (UNSDG 13) are all supported through sustainability considerations for hotels - food, water energy and waste management, as well as community issues and case studies. Content is informed by guidance from the Sustainable Hospitality Alliance, Waste and Resources Action Programme and the International Tourism Partnership. Partnership for the Goals (UNSDG 17) is considered through the connections and interdependencies between elements of traditional and digital hotel business stakeholders, communities and environments. This goal is also supported through signposting to and discussion of available supporting organisations who work with hotels in the areas of good CSR practices, and the avoidance of greenwashing and virtue signalling, and Reduced Inequalities (UNSDG 10) - a focus on the role of events in creating impact, supporting community, social inclusion, and activism. Decent Work and Economic Growth (UNSDG 8) – developing sustainable financial strategies and economic opportunities, and promoting ethical event management leadership and sustainable elements through third parties and terms of engagement. Industry Innovation and Infrastructure (UNSDG 9), Sustainable Cities and Communities (UNSDG 11), Responsible Consumption and Production (UNSDG 12), Climate Action (UNSDG 13) – exploring innovative solutions to current and future sustainability and macro-environmental challenges. Partnership for the Goals (UNSDG 17) – working with third parties to enhance sustainable event management practices and quality standards and assurance.
The module also engages students with UNESCO’s Education for Sustainable Development Competencies (ESDC) including Anticipatory, Strategic and Collaboration, in terms of evaluating future change, collectively developing innovative actions, and learning from others. Critical Thinking, and Systems Thinking in terms of learning from and relating to others, the ability to question practices and opinions, and deal with uncertainty within complex hotel operational scenarios. Integrated Problem-Solving is developed through the application of various frameworks to resolve a variety of hotel management challenges.
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