Hotel Operations

Course Overview

Practical foundation training for candidates and staff working across hotel departments, with emphasis on guest experience, professional standards, teamwork, safety and operational awareness.

Learning Outcomes

• Apply professional hospitality workplace standards.
• Communicate effectively with guests, colleagues and supervisors.
• Recognise role boundaries, escalation points and operational risks.
• Demonstrate learning through practical scenarios and assessment.

Course Structure

1. Introduction to Hotel Operations — Understand the main hotel departments, how they work together, common hospitality terminology and the employee’s role in the guest journey.
2. Professional Standards & Guest Experience — Apply grooming, punctuality, communication, confidentiality and service standards throughout the guest journey.
3. Front Office & Reservations Awareness — Understand reservations, arrivals, check-in/check-out, telephone etiquette, handovers and escalation boundaries.
4. Housekeeping & Room Operations Awareness — Recognise room-status terminology, housekeeping standards, lost property, guest privacy and coordination with reception.
5. Food & Beverage Operations Awareness — Understand restaurant, breakfast, bar, banqueting and room-service workflows and safe cross-department communication.
6. Customer Service & Complaint Handling — Use a structured service-recovery approach, listen actively, document issues and escalate complaints appropriately.
7. Safety, Security & Incident Awareness — Recognise workplace hazards, fire and emergency procedures, safeguarding of keys/data, incident reporting and when specialist training is required.
8. Teamwork, Communication & Shift Handover — Use clear briefings, handovers, task prioritisation and professional communication with colleagues and supervisors.
9. Practical Hotel Scenarios — Work through realistic scenarios involving guest requests, room readiness, complaints, events and competing operational priorities.
10. Final Assessment & Career Readiness — Demonstrate understanding through a final assessment and identify next-step role pathways in hotel operations.

Assessment & Certificate

Recommended pass mark: 80%. Learners who satisfy the Academy completion requirements may receive a RICS Learning Academy Certificate of Completion. Where a subject requires statutory, regulated or externally accredited training, this Academy course is supplementary and does not replace that requirement.

YOUR LEARNING PATH

Course Modules

0 of 10 Modules Completed0%

MODULE 1Not Started

Hotel Operations — Module 1: Introduction to Hotel Operations

Hotel operations cover the day-to-day activities required to provide accommodation, food, beverages, guest services, events and other hospitality services. A hotel works as a coordinated operation: the quality…

Start Module →

MODULE 2Not Started

Hotel Operations — Module 2: Professional Standards & Guest Experience

Apply grooming, punctuality, communication, confidentiality and service standards throughout the guest journey.

Start Module →

MODULE 3Not Started

Hotel Operations — Module 3: Front Office & Reservations Awareness

Understand reservations, arrivals, check-in/check-out, telephone etiquette, handovers and escalation boundaries.

Start Module →

MODULE 4Not Started

Hotel Operations — Module 4: Housekeeping & Room Operations Awareness

Recognise room-status terminology, housekeeping standards, lost property, guest privacy and coordination with reception.

Start Module →

MODULE 5Not Started

Hotel Operations — Module 5: Food & Beverage Operations Awareness

Understand restaurant, breakfast, bar, banqueting and room-service workflows and safe cross-department communication.

Start Module →

MODULE 6Not Started

Hotel Operations — Module 6: Customer Service & Complaint Handling

Use a structured service-recovery approach, listen actively, document issues and escalate complaints appropriately.

Start Module →

MODULE 7Not Started

Hotel Operations — Module 7: Safety, Security & Incident Awareness

Recognise workplace hazards, fire and emergency procedures, safeguarding of keys/data, incident reporting and when specialist training is required.

Start Module →

MODULE 8Not Started

Hotel Operations — Module 8: Teamwork, Communication & Shift Handover

Use clear briefings, handovers, task prioritisation and professional communication with colleagues and supervisors.

Start Module →

MODULE 9Not Started

Hotel Operations — Module 9: Practical Hotel Scenarios

Work through realistic scenarios involving guest requests, room readiness, complaints, events and competing operational priorities.

Start Module →

MODULE 10Not Started

Hotel Operations — Module 10: Final Assessment & Career Readiness

Demonstrate understanding through a final assessment and identify next-step role pathways in hotel operations.

Start Module →