Quản lý khách sạn nhà hàng – Diploma of Hospitality Management

This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations and take responsibility for resolving complaints.

This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.

This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision and manage the delivery of customer service.

This unit describes the performance outcomes, skills and knowledge required to lead and manage people and teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage team performance through effective leadership.

Diversity brings a broad range of ideas and thinking styles to the business which can enhance competitiveness through creativity, productivity, awareness of market opportunities and capacity for innovation.

Many business sectors are changing rapidly because of new products, the internet, online shopping, global manufacturing and changes in consumer habits. To be a successful ideas company, diversity will play an important role in generating those ideas. New ideas are at the core of the commercial development in the future, so the business can hold and even improve market share.

In this module, we will look at how business can manage the different aspects of a diverse workforce, customer base, supply chain and changing market needs to ensure a profitable and sustainable business in the future.

This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day‑to‑day work. It requires the ability to communicate effectively with team members, plan and organise operational functions and solve problems.

This unit describes the performance outcomes, skills and knowledge required to comply with laws and licensing requirements for specific business operations. It requires the ability to access and interpret regulatory information, determine scope of compliance, develop, implement and continuously review and update policies and practices for business compliance.

This unit describes the performance outcomes, skills and knowledge required to establish and manage positive business relationships. It requires the ability to use high-level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements

This unit describes the performance outcomes, skills and knowledge required to analyse financial and other business information to prepare and monitor budgets. It requires the ability to draft and negotiate budgets, identify deviations and manage the delivery of successful budgetary performance.

This unit describes the performance outcomes, skills and knowledge required to take responsibility for budget management where others may have developed the budget. It requires the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure and report on budgetary deviations.

Operational planning is the process of systematically thinking about and organising your business activities with the aim of achieving a desired goal over an operational period such as a budget period. Operational planning requires significant thought about what will happen or what might happen in the future and applying intellectual processes to prepare for and manage these events over the operational period.

In this module we will look at how to define your planning needs, how to develop operational plans, how to monitor and manage the implementation of those plans and then how to measure the success of the operational plan.

Work Health and Safety is a field that once was very fragmented among the states, but in recent times there has been a strong national push to standardise work health and safety laws throughout Australia. This will especially help national businesses with outlets and sites in more than one state.

Workplace health and safety legislation around Australia is or will be based on the ‘Model Act’, ‘Model Regulations’ and ‘Model Codes of Practice’ so we will base this training on these documents.

In your workplace compliance you will need to meet the requirements of the Act in your state unless you are dealing with Commonwealth employees, in which case you will need to comply with the Commonwealth Work Health and Safety Act 2011.

Work Health and Safety is primarily concerned with the management of safety in the workplace.