CHM®: Certified Hospitality Manager Training And Exam
CHM®: Certified Hospitality Manager Training And Exam
Regular price
13,800.00 SAR
Regular price
13,800.00 SAR
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13,800.00 SAR
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per
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CHM®(Certified Hospitality Manager) is a management-level hospitality program designed to strengthen the skills required to lead daily hotel operations effectively. The training focuses on operational leadership, service quality, team management, problem-solving, and performance control—helping managers improve guest satisfaction, operational efficiency, and departmental results through consistent standards and practical decision-making.
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Who Should Attend?
Key Takeaways
Accredited by
American Hotel & Lodging Institute
Cours Outline
Hotel Management Training Outline
Day 1: Hotel Operations
- Identify key tasks and responsibilities of the rooms division
- Explain how the rooms division can affect consistency in property service levels
- Identify various reservation distribution channels
- Understand the importance of the sales dimension of the reservations process
- Identify the tools managers use to track and control reservations availability
- Explain the impact of the front desk on the guest experience
- Explain how to provide effective guest service recovery
- Describe the purpose and process of communications between the front office and other hotel areas
- Describe the purpose and functions of the front office audit
- Describe the role of the housekeeping department in communicating room status
- Identify the typical cleaning responsibilities of the housekeeping department
- Explain the relationship between the housekeeping and maintenance departments
- Explain how executive housekeepers use such tools as area inventory lists, frequency schedules, performance standards, and productivity standards to plan the work of the housekeeping department
- Describe the steps needed to implement cost control systems: labor costs and supplies costs
- Describe the role managers play in a property's security program
- Discuss the components of an effective security program, including access control, key control, and protection of assets
- Identify the elements of security training that are critical to an effective security program
- Explain the purpose of the emergency response plan
- Identify the categories of facility operating costs and the various factors that affect those costs
- Define capital expenditures
- Describe strategies for energy conservation and management
- Explain how to safeguard employees and guests against hazardous substances
- Summarize the role of the food & beverage department in a lodging property
- Describe the role of banquets and catering in a hospitality operation
- Explain the relationship between labor costs and profitability of a food and beverage operation
- Explain techniques for optimizing labor productivity
- Define food costs and explain how managers track and analyze food costs
- Explain how managers forecast food & beverage sales
- Describe the tools managers use to estimate food production levels
- Know and follow all laws as they pertain to serving alcohol safely and correctly
- Describe the functions front office managers perform to achieve operational objectives
- Explain how front office managers forecast rooms revenue and estimate expenses when budgeting for operations
- Describe how managers use various reports and ratios to evaluate front office operations
- Identify the key performance indicators (KPIs) that hotel manager must track in order to evaluate performance
- Explain the role of hospitality managers in the reputation management process
- Explain how to use available tools to understand staffing needs and create work schedules
- Describe the role of hospitality managers in providing quality guest service and ensuring guest satisfaction
Day 2: Leadership, People Management & Performance
- Explain the benefits of building a strong team and organizational culture
- Describe how a values statement, vision statement, and mission statement are developed and implemented
- Identify strategies for building team and organizational culture
- Explain the need for managing with emotional intelligence
- Explain ways in which management and leadership differ. Discuss management activities and management styles
- Explain the importance of ethical decision making and the procedures involved in sustaining a culture of ethical decision making in an organization
- Explain the tasks involved in implementing a code of ethics and integrating it into the organizational culture
- Review professional development and career-building activities for managers
- Describe the role of managers in facilitating employees' professional growth
- Discuss common communication challenges
- Review the basic principles for business speaking, listening, writing, and controlling nonverbal communication
- Identify strategies that enhance interpersonal communication
- Understand that how a message is communicated has a direct impact on an employee's perception of that message
- Identify the role of communication in maintaining a positive workplace
- Describe how to leverage technology in organizational communication
- Explain practices for developing effective messages for organizational communication
- Identify the benefits of having regular meetings with employees
- Explain the need for meetings to be effectively managed
- Describe procedures for planning and conducting effective meetings
- Identify key elements in an effective time management plan
- Explain basic principles of planning, with an emphasis on how employees can assist, and procedures useful in managing planning information
- State the importance of SMART (specific, measurable, achievable, relevant, and time-bound) goals in the planning process
- Identify how hospitality managers use long-range, business, and marketing plans and operating budgets, and explain the relationship among these planning tools
Day 3: Recruiting and Hiring
- Discuss the challenges in recruiting for the hospitality market and ways to combat them
- Explain how managers determine the need to hire a new employee
- Identify the importance of employer value proposition (EVP)
- Identify the importance of brand marketing to candidate recruitment
- Identify the elements of recruitment marketing
- Describe how to perform a position analysis
- Understand how to create job descriptions that comply with recruitment-related laws
- Describe how to leverage the position analysis to create effective job descriptions
- Describe how and where to place effective recruitment advertisements
- Understand the importance of creating a positive candidate experience
- Identify the importance of creating high candidate engagement throughout the recruitment process
- Explain how to use technology to select candidates to interview
- Explain how to prepare for effective interviews
- Explain the methods for conducting an effective interview
- Explain characteristics that managers should look for when interviewing a candidate
- Explain the importance of making an effective job offer
- Review state and federal employment laws
- Describe methods for keeping an employee engaged after a job offer has been accepted
- Explain the purpose of background checks and tools necessary to conduct them
- Explain how managers must balance the concerns of the business with concerns of employees as they develop and manage compensation programs
- Describe how to calculate fair and competitive compensation
- Describe the three major components of compensation: wages, salary, and benefits. Review federal and state employment laws that affect compensation
- Describe the basic procedures that should be included in orientation activities
- Explain the difference between onboarding and orientation and why it is important to have both
- Describe the elements that should be included in a successful orientation
- Explain how effective orientation affects the employee's perception of the organization
- Explain how to evaluate and improve the orientation process
- Define onboarding and explain why it is an important part of the hiring process
- Define formal and informal onboarding
- Describe how an employee's first day sets the tone for their career
- Explain how a new employee's first month should be structured to provide a foundation for their tenure with the organization
- Explain how to integrate new employees into existing workplace culture
Day 4: Finance Management and Revenue Management
- Describe the contents of an income statement
- State the profit formula
- Define revenues, expenses, and profit. Define occupancy rate, average daily rate, and revenue per available room
- Define fixed, variable and semi-variable costs
- Distinguish between fixed, variable, and semi-variable costs
- Identify controllable and non-controllable costs
- Explain the purpose and use of operating budgets and forecasts
- Describe commonly used budgets (operating, capital, long range)
- Summarize the forecasting and budgeting process
- Describe how to calculate variances
- Explain how variance percentages are used
- Summarize how to compare budgets with actual results to determine variances
- Identify favorable and unfavorable variances
- Explain the importance of productivity and performance standards
- Summarize how budgetary control processes are used to manage variances
- Define positive and negative cash flow
- Describe strategies for managing cash flow
- Explain the importance of pricing for a hospitality establishment
- Describe methods for establishing productivity standards and measuring productivity
- Describe the relationship between productivity standards and labor cost
- Summarize strategies to manage labor cost
- Explain how forecasts are used to generate work schedules for employees
- Summarize information included in forecasts and work schedules
- Describe communication and teamwork strategies essential to financial management
- Define revenue management
- Describe the importance of revenue management to the hospitality industry
- Summarize common sources of revenue for a lodging property
- Distinguish between fixed and variable costs
- Distinguish between transient and group guests
- Identify the elements of a successful revenue-management strategy
- Summarize the most common distribution channels and their attributes
- Describe how revenue managers create a mix of distribution channels
- Summarize how marketing strategies contribute to revenue management
- Explain the role of forecasting in revenue management
- Summarize the essential elements of demand forecasting
- Summarize the essential elements of strategic pricing, packaging strategies, pace, and group strategy
- Describe the most common rate categories including rack and group rates
- Describe the internal measures revenue managers use to evaluate operations
- State the importance to revenue management of occupancy rate, average daily rate, and revenue per available room
- Summarize the components of an income statement. Summarize the importance of reviewing forecasts, budgets, revenues, and costs
- Describe the external measures revenue managers use to evaluate operations
- Define competitive set, market share, and market penetration index
- State tools and reports available to review a property's performance against its competitors
- Explain the relationship between tactical revenue management efforts and strategic decisions and goals
- Summarize strategic activities that contribute to revenue management
- Summarize tactical activities that contribute to revenue management
- Describe the types of strategic pricing decisions revenue managers make
- State the factors that contribute to strategic pricing decisions
- Contrast group sales with transient sales
- Explain how stay-control tactics are used in revenue management
- Summarize stay controls including minimum length of stay, maximum length of stay, closed to arrival, and hurdle points
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