Course Catalog:
Hospitality Sessions for Custom Programs
Hospitality Operations and Management
IGIHOS0900
Customer Service
Exceeding expectations in customer service is something all managers must strive to attain. In this session, participants learn how to achieve a superior level of customer service within their organization, manage the customer service relationship, take the initiative in customer service situations, and provide positive verbal and non-verbal communication/ feedback.
IGIHOS0901
Supporting Change
Change is an inevitable process and yet, a constant challenge. This introductory session will provide managers with the tools to guide team members through hectic periods of change and transition. Attendees will be engaged in an interactive learning experience designed to explain the causes of change, describe the impact of change on individual team members and work groups, effectively communicate a message of change and actively support team members through the change process.
IGIHOS0907
The Role of the Human Resources
Department
A focus on the strategic and operational roles of the Human Resources (HR) department, and how it adds, or should add, value to a company. Attendees will examine how the HR department aligns with strategic goals and organizational vision and how it delivers on both the external promises made to guests and the internal promises made to employees. Session participants will actively discuss the presented topics and examine case studies, and gain insight into HR issues and trends that are currently emerging in the hospitality industry.
IGIHOS0908
A Survey of Managing Hotel
Operations
This is an introductory level session that concentrates on the management problems and issues involved in the lodging operations. This session focuses on the guestcycle and on identifying/handling potential operational issues. Interactive learning activities will emphasize how to systematically address and manage major issues and trends in lodging operations.
IGIHOS0910
Strategic Management for the
Hospitality Industry
Roles and actions of top management in developing and implementing policy and strategy are examined in the highly competitive settings of the hospitality industry. Case studies and experiential learning activities are utilized to solve hospitality industry related problems. This session incorporates opportunities for the learner to focus on strategic thinking and analysis.
IGIHOS0911
The Management of Hospitality
Delivery Systems
This session will introduce the evaluation, design, and management of service delivery systems through operations management topics from a service perspective. Included are other related subjects, such as customer satisfaction and managing organizational change. Attendees will learn to apply concepts and tools from operations management to evaluate, (re)design and manage effective work processes in hospitality organizations, understand the roles of customers and front-line service employees in the service delivery process, how to effectively manage both groups, quantitatively and qualitatively assess a service delivery process, understand service failure and service recovery and their relationship to quality in hospitality organizations, and effectively manage the service experience in hospitality organizations.
IGIHOS0926
Experience Design
The purpose of this session is to introduce managers to the importance of experience design. We will discuss factors that make services different than other types of products (intangibility, inseparability, variability, perishability) and some strategies commonly used for managing these factors. Then some specific aspects of experience management will be introduced. Managers will be taught how to conduct an experience audit at their own property. Several case studies illustrating "best practices" in experience management will be discussed.
IGIHOS0935
On Becoming a Global Leader
Are leaders born or made? In this session, the principles of leadership and the characteristics for leadership success will be described and discussed. The sense of global leadership will be characterized by discussion of emerging markets, new ventures, and the effect of global telecommunications and concepts described in the book "The World is Flat." Attendees will discover how to distinguish between characteristics of leaders and those of managers, and understand the vital need for both. Case studies, short video segments, and small group discussions will give participants multiple sources for evaluation and learning. Finally, attendees will be given tools to help them assess their personal leadership styles and determine the type of development activities they should consider to further advance their leadership skills and ability.
IGIHOS0936
Organizational Behavior
Organizational Behavior involves the complex interaction of individuals, teams, and whole components of the organization that are focused on a common purpose or mission. This module will explore topics that are intended to improve, if not optimize, those interactions. We will discuss employee motivation, job satisfaction, the benefits and challenges of teamwork, and decision-making in the organization. Participants will interact on mini-cases, session dialogue, and short surveys to build a deeper competency in the subject matter. Upon the session's completion, participants will be able to name and describe at least two ways to boost employee motivation, understand and discuss options for building employee morale through recognition and reward, understand and articulate the difference between job satisfaction and job performance, understand and apply the principles of decision making to both simple and complex problems, comprehend the meaning of team versus group and apply this distinction to define the characteristics of a poor team, a good team, and a great team.
IGIHOS0937
Management Techniques - Train
the Trainer: Who, What, Where,
When, How
This session is a must for managers who want to learn the art of training. This session will cover preparing for training, planning the Who, What, When, Where, and How of training, and evaluating the training after it has taken place. Attendees will learn the INTRO concept and how to create training objectives of both short (15 minute training sessions) as well as longer ones.
IGIHOS0938
Management Techniques
Recruitment Selection: Selecting
Employees Who Respond to
Very Important Customer
Expectations
In this session, participants will learn how to determine the service orientation they want to deliver in their department. By studying the types of service encounters that happen on a daily basis, a profile of a guest-oriented employee will be defined. Participants will also find out ways to recruit service oriented employees.
IGIHOS0939
Work-life Balance
Managers are always trying to find a balance between work and life outside of work. Participants will learn how to recognize the signs of work invading their personal life and steps to creating a balanced life. Participants will learn what an organization can do to create a better work-life balance for all managers and employees. Work-life practice guidelines for both companies and employees will be discussed. Benchmarks for both companies and individuals will be presented so everyone can benefit from a proper work-life balance.
IGIHOS0947
Operational Analysis for the
Hospitality Industry
This session is designed to provide participants with a thorough understanding of hospitality operations management. They will engage in complex problem solving using case analysis and research. This session will also help participants to identify and solve intricate operations management activities including capacity planning, scheduling, cost control, managing for quality, location and layout strategies and forecasting. A business proposal team project takes participants from the concept to completion phase of a business proposal for the hospitality industry including the creation of a real budget and timeline. Learning outcomes will include an understanding of the complex operational side of the hospitality industry.
IGIHOS0948
Creativity for Managers and
Leaders: Have fun learning a
great leadership skill - creativity!
Successful companies and leaders do not happen by chance. What sets successful companies and leaders apart from the pack is often their approach to, understanding of, and implementation of their own creativity skills. Everyone is creative, yet few know how to bring their creative talents to the forefront, and those who believe that they are not creative simply have not yet learned how to unlock their creative potential.
Creativity can, and should be, the focus of training. In this session participants will engage in self-assessments of creative skills and then engage in the active formation of new creativity skills to employ in the workplace. They will learn both creativity-enhancing skills and techniques that highly successful leaders throughout the world have employed for centuries, as well as, new techniques for accomplishing greater personal and company creativity. The results will be astounding.
Participants will learn what creativity is (and is not) and how everyone can enhance their creative abilities and skills. They will be able to identify which creativity techniques are most useful in each setting, and how to teach others to be more creative.
IGIHOS0950
Leadership vs Management: Why
you want to be a Leader, not a
Manager
Leaders inspire others to do things, managers carry out tasks. Successful hospitality careers are built on leadership skills, not on management skills. Knowing the difference between the two and knowing how to utilize the best possible leadership skills in different environments is critical to successful career development and to company financial success. This organizational behavior session is devoted to helping managers learn how to become better leaders through discussions and activities designed to illustrate the difference between leadership and management. The session employs an interactive learning style wherein participants actively engage in activities designed to improve their own skills.
IGIHOS0951
Power and Empowerment:
Getting the most out of
Employees and Managers
This session focuses on helping managers and leaders effectively use various forms of power and empowerment to bring greater rewards to themselves as individuals and to their companies. Although many are in positions of power, few use the power they are given correctly. The old adage of "power corrupts and absolute power corrupts absolutely" is true, unless managed properly. Learn how to effectively use this extremely powerful, yet often abused, skill to your best advantage.
Attendees will engage in multiple participant-involvement activities specifically designed to teach them how to recognize and utilize different power approaches, skills, and tactics, such as how to: evaluate power tactics and choose the right approach for the target market and situation, utilize the power of others to your advantage in order to build successful careers and companies, delegate properly, evaluate your own approaches and beliefs about power, as well as those above, below and around them, evaluate and satisfy the power needs of managers and employees, while building your own power base appropriately.
IGIHOS0952
Managers and Leaders: Training
and Development
This session will provide managers and leaders with an understanding of how training works, why training is called a "cyclical process", and why training is so important to your company's success. A substantial portion of the session is devoted to helping participants understand when and how to use different approaches to ensure successful training. Participants will learn how to develop training needs assessments, objectives, and criteria, plan effective training sessions, recognize and diffuse resistance to training and change, and how to evaluate the effectiveness of training programs. Participants will also actively engage in the development and implementation of a training session.
IGIHOS0958
Americans with Disabilities Act
and the Hospitality Industry
Since 1991, all US businesses have been required to comply with the Americans with Disabilities Act (ADA). This session details both structural and service requirements prescribed by the ADA, the differences present in new properties and those existing prior to 1991, and an overview of the legal cases that have clarified the Act's requirements.
