CHO Course Description
Level I: Effectively Managing Hotel
Operations:
Front Office Operations & Reservations
The Front Office series will help you, as an owner/operator to learn to
assess, organize or re-structure the front office functions that are so
critical to guest satisfaction and to the smooth operation of the hotel.
Learn to optimize rate by applying effective yield management strategies
to maximize your property’s profitability. The course covers other
owner/operator issues such as front office accounting and night audit as
well as evaluation of current systems and maintaining hotel standards.
You’ll also learn vital selling techniques to convert inquiries
into reservations.
Housekeeping, Laundry, Engineering & Maintenance
Operations
Learn to evaluate your hotel’s current “back of the
house” operations and understand the management systems needed to
provide a comfortable and competitive property for your guests. This is
a course module designed to reinforce your ability to control expenses,
manage inventory and their systems, and organize the Housekeeping,
Laundry, Maintenance & Engineering departments for maximum
efficiency and profitability. Additionally, you’ll learn
“Best Practices” approaches to systems for achieving optimal
results in guestroom quality and laundry/linen/terry standards that will
either meet or exceed your operational Quality Assurance standards.
After completing this course, you’ll also be equipped to manage,
plan, monitor, control and assess all aspects of Maintenance and
Engineering in the key performance areas of budgeting, purchasing, labor
cost, technical innovations, energy conservation, and daily and
preventive maintenance and repairs.
Human Resource Management
Owners have repeatedly voiced their concerns about finding and retaining
“Star Employees”. This important CHO course will cover the
major aspects of the employee selection and retention cycle, including
human resource planning, recruitment and interviewing strategies.
Cornerstone concepts of performance assessment, coaching, team building,
effective managing in a diversity environment, effective disciplinary
policies and procedures, and leadership is among the key concepts that
the owner/operator will review at an advanced level. The intent of the
course content is to expose and increase access by the owner/operator to
a comprehensive portfolio of skills, strategies, and cutting edge
approaches with the result of producing and maintaining highly motivated
employees/associates. The goals of this module are to increase guest
satisfaction and unit profitability by reducing labor costs through
selecting and retaining “Star Employees”.
The Laws of Innkeeping
The contemporary and competitive Owner/Operator must remain ever
vigilant in their quest to provide a safe environment for their guests
and employees. The laws governing hotels and lodging in the United
States are varied, numerous and complex. This course alerts you to a
number of potential legal problems and pitfalls that you may/will face
as an owner/operator. Topics covered include: negligence, guest property
rights, safety and security requirements and standards, as well as a
wide range of wage and hour and employment law issues. The emphasis in
this course is on due diligence and preventive techniques, policies, and
approaches in order to mitigate the exposure of the owner/operator. to
legal liability
Level II: Effectively Leading Hotel
Operations:
Hotel Accounting and Business Ownership Structure
A well-managed property has sound and effective accounting systems in
place. This CHO course covers both a review of the fundamentals of
managing payroll, cash controls, budgets, and current liabilities and
also reviews and examines the strategic implications of financial
statements, cash flow projections and management, basic ratio analyses,
cost-volume-profit analysis, developing effective, timely, and realistic
operating budgets and a number of other key aspects vital to effectively
managing your hotel/lodging accounting and operating systems.
Leadership
This integrated CHO course focuses on the principles and skills
of effective leaders in a global hospitality environment. This module
has as its centerpiece, a two-fold thrust - the application and
development of hotel policy and the management of a service business in
a strategic environment. Among the topics and issues examined include:
identification of the unique characteristics of the hospitality service
environment and how it influences effective leadership; identifying
effective leadership competencies for hospitality environments;
adjusting your leadership style to fluid situations; empowering teams;
restructuring the hospitality work environment; leading in a strategic
environment; effectively facilitating change in a team approach; and
developing and implementing a corporate code of business ethics.
Technology for the Lodging Industry
The increasing dependence of owners and operators on technology is
self-evident. The costs of hardware, software and training and its
impact on the guest during introduction and implementation makes the
information contained in this module of critical importance to the
owner/operator. This critical CHO course undertakes a review and
analysis of current hardware and software systems and configurations for
the hospitality industry - with an emphasis on the needs of limited
service operations. Moreover, it provides an overview of practical and
strategic applications and implications with particular emphasis in the
areas of POS systems; computer operated equipment, and reservation
systems.
Hotel Sales, Marketing & Public Relations
A historic weakness in hospitality - especially in limited service
operations has been in the area of sales and marketing. The goal of the
CHO Sales and Marketing module is not only to help the owner/operator
get “the business in the door” and “keep them coming
back”, but is to focus on the more sophisticated applications of a
comprehensive marketing plan as a key tool and strategic management
approach to increasing business volumes. This course examines partnering
with CRO’s to increase your reservations, relationship marketing,
creating strategic alliances through branding, bartering strategies,
personal sales tactics and considerations, effective advertising
approaches, as well, as local and national strategies for developing
your marketing.
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