COURSE OVERVIEW:

Welcome to the Strategic Hospitality Management & Operational Leadership course. This program has been designed to equip you with the knowledge, skills, and practical leadership disciplines required to manage hospitality operations that are commercially sustainable, compliant, and consistently focused on guest experience. Throughout this course, you will explore how service delivery, workforce capability, food and beverage control, revenue management, cost discipline, and brand standards interact across hotels, restaurants, bars, cafés, and event venues, and how operational leaders use structured systems, data, and supervision to maintain performance under real-world service pressures.

This course begins by introducing the hospitality management domains as the overarching structure that links strategic intent to daily operations. This section explains the purpose and scope of core hospitality management disciplines, including service delivery, food and beverage control, revenue and cost management, workforce leadership, risk and safety, and compliance and licensing obligations. This section also explores how service delivery, commercial performance, and compliance requirements integrate in hospitality operations, and outlines the accountability, supervision, and performance control expectations placed on supervisors, duty managers, and senior leaders across different hospitality environments.

Hospitality service delivery and daily operations management is then examined as the core engine room of day-to-day performance. This section explains how daily operational planning, shift handover routines, and service readiness controls are used to prepare teams, venues, and systems before trade starts. This section also explores how service flow, task allocation, and operational consistency are managed across front-of-house, back-of-house, and support teams, and how operational KPIs are monitored during service so that leaders can implement timely corrective actions, adjust resources, and stabilise service when pressure or disruptions arise.

Food and beverage operations management is then explored as a major driver of guest perception, cost structure, and overall venue performance. This section explains how kitchen and front-of-house workflows are coordinated to meet service requirements, manage ticket flow, and maintain agreed service times. This section also explores how menus, production planning, and service delivery standards are managed, and how food and beverage performance, cost drivers, waste, and service quality outcomes are monitored so that leaders can balance guest expectations with profitability and operational capacity.

Guest experience and customer service standards management is then examined as the central lens through which hospitality performance is judged. This section explains how guest experience standards and service behaviour expectations are defined, communicated, and reinforced through training, coaching, and modelling. This section also explores how service recovery, complaints handling, and escalation pathways are managed when things go wrong, and how satisfaction measurement, feedback capture, and structured review processes are used to identify recurring issues, refine service design, and improve guest outcomes over time.

Workforce planning, rostering, and service training management is then explored as a key determinant of service quality, cost control, and operational resilience. This section explains how workforce planning is aligned to demand patterns, events, and peak service periods so that staffing levels and skill mix match operational needs. This section also explores rostering optimisation, labour cost control, and productivity monitoring, and how service training programs, coaching routines, and competency assurance processes are used to maintain consistent service standards, develop future leaders, and support safe, sustainable workloads.

Revenue management and yield optimisation management is then examined as the commercial discipline that maximises income from limited capacity. This section explains how pricing strategies, demand forecasting, and yield management principles are applied to rooms, restaurant covers, function spaces, or other revenue streams. This section also explores how the inventory of sellable rooms, seats, or service capacity is managed to maximise revenue without compromising experience, and how revenue KPIs are monitored so that strategies can be adjusted based on performance trends, seasonality, and changing market conditions.

Cost control and margin protection management is then explored as the balancing force that ensures revenue translates into sustainable profit. This section explains how cost drivers across labour, food, beverage, consumables, and overheads are identified, measured, and reviewed against budgets and benchmarks. This section also explores how variance, waste, and shrinkage are monitored to protect profitability, and how practical controls, purchasing decisions, and workflow changes are implemented to sustain margin while maintaining guest-facing standards and team wellbeing.

Procurement and supplier contract management is then examined as the foundation for reliable quality, price stability, and compliance across the supply base. This section explains how suppliers are selected using clear criteria for quality, safety, reliability, and commercial terms, and how pricing negotiations and contract governance are managed. This section also explores how supplier performance, delivery reliability, and quality expectations are monitored and reviewed, and how procurement compliance, approvals, and traceability of purchases support audit requirements, brand standards, and financial control.

Inventory control and stock rotation management is then explored as the operational system that links purchasing to service delivery and cost outcomes. This section explains how stock levels are monitored, reorder planning is managed, and inventory is optimised to reduce stockouts, overstocking, and unnecessary working capital. This section also explores rotation discipline, expiry management, and storage condition controls that prevent spoilage and quality loss, and how stocktake routines, variance analysis, and shrinkage prevention measures provide visibility over losses and support tighter control.

Food safety and hygiene management is then examined as a non-negotiable obligation for all hospitality operations handling food and beverages. This section explains how food safety programs are implemented in line with regulatory and organisational requirements, and how compliance verification processes, such as temperature monitoring, logs, and internal inspections, are integrated into daily routines. This section also explores hygiene standards, cross-contamination prevention, and cleaning schedules, and how inspections, corrective actions, and documentation readiness are managed to protect guests, staff, and business reputation.

Event and functions management is then explored as a specialised operational stream with complex coordination requirements. This section explains how event planning, run sheets, and coordination across service teams are used to align kitchen, bar, service, and technical functions for each event. This section also explores how bookings, room set-up, equipment needs, and timing controls are managed to ensure smooth delivery, and how event quality, customer expectations, and post-event reviews are monitored to refine packages, pricing, staffing, and operational processes for future events.

Facilities, maintenance, and asset management is then examined as the infrastructure backbone that supports safe, consistent service. This section explains how preventative maintenance planning and reactive repair response controls are structured to minimise downtime and prevent service disruption. This section also explores managing asset condition, lifecycle planning, and the impact of equipment performance on guest experience and productivity, and how contractors, access, and safety controls are coordinated during maintenance works to protect staff, guests, and operational continuity.

Quality assurance and brand standards management is then explored as the mechanism that keeps service delivery aligned with brand promises. This section explains how brand standards, operational audits, and quality monitoring routines are implemented to measure service consistency across shifts, outlets, and locations. This section also explores managing nonconformance, service defects, and corrective action processes, and how continuous improvement systems, checklists, and review meetings are used to sustain consistent guest experiences and protect brand reputation over time.

Risk, safety, and incident management is then examined as a core leadership responsibility that spans guest, staff, and operational risks. This section explains how operational risks are identified across areas such as slips and falls, security, food safety, alcohol service, cash handling, and emergency events, and how practical control measures are implemented and monitored. This section also explores how incidents and near misses are managed, how escalation pathways operate, and how post-incident reviews, corrective actions, and prevention planning strengthen systems and reduce the likelihood and impact of future events.

Compliance, licensing, and regulatory management is then explored as the framework that ensures operations remain lawful and inspection-ready. This section explains how licensing obligations and regulatory compliance requirements for food safety, liquor service, gaming (where applicable), employment, and health and safety are identified and managed through policies, training, and monitoring. This section also explores how compliance documentation, reporting, and audit readiness are maintained, and how regulatory changes are monitored and translated into updated procedures, training content, and operational controls.

By the end of this course, you will be able to describe and manage the key strategic and operational management domains that underpin successful hospitality operations, from daily service delivery, food and beverage control, revenue and cost management, and workforce leadership through to procurement, inventory, food safety, events, facilities, quality, risk, and compliance. You will understand how to design and oversee systems that maintain consistent guest experiences, protect financial performance, and ensure regulatory compliance, while supporting staff capability and engagement. Most importantly, you will be better equipped to lead hospitality teams and venues in ways that are structured, data-informed, commercially focused, and unwaveringly committed to safe, high-quality service.

Each section is complemented with examples to illustrate the concepts and techniques discussed.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand the following topics:

1. Introduction to Hospitality Management Domains

• Purpose and scope of core hospitality management disciplines
• How service delivery, commercial performance, and compliance requirements integrate
• Accountability, supervision, and performance control across hospitality operations

2. Hospitality Service Delivery and Daily Operations Management

• Daily operational planning, shift handover routines, and service readiness controls
• Managing service flow, task allocation, and operational consistency across teams
• Monitoring operational KPIs and implementing corrective actions during service periods

3. Food and Beverage Operations Management

• Coordinating kitchen and front-of-house workflows to meet service requirements
• Managing menus, production planning, and service delivery standards
• Monitoring F&B performance, cost drivers, and service quality outcomes

4. Guest Experience and Customer Service Standards Management

• Defining guest experience standards and service behaviour expectations
• Managing service recovery, complaints, and escalation pathways
• Measuring satisfaction, capturing feedback, and improving guest outcomes

5. Workforce Planning, Rostering and Service Training Management

• Workforce planning aligned to demand patterns, events, and peak service periods
• Rostering optimisation, labour cost control, and productivity monitoring
• Service training programs, coaching routines, and competency assurance processes

6. Revenue Management and Yield Optimisation Management

• Pricing strategies, demand forecasting, and yield management principles
• Managing inventory of sellable rooms, seats, or service capacity to maximise revenue
• Monitoring revenue KPIs and adjusting strategies based on performance trends

7. Cost Control and Margin Protection Management

• Managing cost drivers across labour, food, beverage, and overheads
• Monitoring variance, waste, and shrinkage to protect profitability
• Implementing controls to sustain margin and financial performance outcomes

8. Procurement and Supplier Contract Management

• Supplier selection, pricing negotiations, and contract governance
• Managing supplier performance, delivery reliability, and quality expectations
• Ensuring procurement compliance, approvals, and traceability of purchases

9. Inventory Control and Stock Rotation Management

• Stock level monitoring, reorder planning, and inventory optimisation
• Rotation discipline, expiry management, and storage condition controls
• Stocktake routines, variance analysis, and shrinkage prevention measures

10. Food Safety and Hygiene Management

• Food safety program implementation and compliance verification processes
• Hygiene standards, cross-contamination prevention, and cleaning schedules
• Managing inspections, corrective actions, and documentation readiness

11. Event and Functions Management

• Event planning, run sheets, and coordination across service teams
• Managing bookings, room set-up, equipment needs, and timing controls
• Monitoring event delivery quality, customer expectations, and post-event reviews

12. Facilities, Maintenance and Asset Management

• Preventative maintenance planning and reactive repair response controls
• Managing asset condition, lifecycle planning, and service continuity impacts
• Coordinating contractors, access, and safety controls during maintenance works

13. Quality Assurance and Brand Standards Management

• Implementing brand standards, operational audits, and quality monitoring routines
• Managing nonconformance, service defects, and corrective action processes
• Continuous improvement systems to sustain consistent guest experiences

14. Risk, Safety and Incident Management

• Identifying operational risks and implementing practical control measures
• Managing incidents, near misses, and escalation pathways
• Post-incident reviews, corrective actions, and prevention planning

15. Compliance, Licensing and Regulatory Management

• Managing licensing obligations and regulatory compliance requirements
• Ensuring compliance documentation, reporting, and audit readiness
• Monitoring regulatory changes and implementing updates to procedures

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.