MODULES

Finance
Profit & Loss analysis
Budgeting
Forecasting
Behaviour of Costs – break-even, fixed v variable
Financial Control – including payroll
Balance Sheet Analysis – working capital, cash flow, investment
Asset Management?

Marketing, Sales and Revenue Management
Marketing Attributes – the four “P”s
Branding
Strategic Positioning – segmentation and differentiation
Marketing Attributes and Gust Commitment
Marketing and Value Addition
Advertising & Promotion
Marketing Margins, and occupancy
Pricing Strategy, including price/volume relationship

Human Resources
Overview of the function
Investing in People
Team Building

Leadership & Management
The Roles of Leadership
Key Stakeholders – investors, managers, customers – who is most important?
Strategic Planning – mission & strategy, branding and naming your hotel, signing the contract
The Hotel Business – capital intensive, perishable commodity, links between marketing, management,
Measures of Effectiveness – HR ratios (mgr/guest/staff); profit margin, occupancy/rate/RevPAR, GOP, ROE, ROI, others?
Front Door v Back Door approaches – finding balance
TQM/Excellence - Plan-Do-Check-Act
Cause and Effect
Customer Service
Property Management

Personal Development
Self-awareness and self-development using Myers Briggs Type Indicator
Interpersonal Effectiveness using FIRO-B
Team skills – Team Development Exercise
 

THE EXCELLENCE MODEL

Leadership
Excellent Leaders develop and facilitate the achievement of the mission and vision. They develop organisational values and systems required for sustainable success and implement these via their actions and behaviours. During periods of change they retain a constancy of purpose.  Where required, such leaders are able to change the direction of the organisation and inspire others to follow.
- Leaders develop the mission, vision, values and ethics and are role models of a culture of Excellence
- This may include :
- Leaders are personally involved in ensuring the organisation’s management system is developed, implemented and continuously improved 
- Leaders interact with customers, partners and representatives of society
- Leaders reinforce a culture of Excellence with the organisation’s people
- Leaders identify and champion organisational change

Policy and Strategy. 
Excellent Organisations implement their mission and vision by developing a stakeholder focused strategy that takes account of the market and sector in which it operates. Policies, plans, objectives, and processes are developed and deployed to deliver the strategy.
- Policy and Strategy are based on the present and future needs and expectations of stakeholders
- Policy and Strategy are based on information from performance measurement, research, learning and external related activities
- Policy and Strategy are developed, reviewed and updated
- Policy and Strategy are communicated and deployed through a framework of key processes

People
Excellent organisations manage, develop and release the full potential of their people at an individual, team-based and organisational level. They promote   fairness and equality and involve and empower their people. They care for, communicate, reward and recognise, in a way that motivates staff and builds commitment to using their skills and knowledge for the benefit of the organisation.
- People resources are planned, managed and improved.
- People’s knowledge and competencies are identified, developed and sustained
- People are involved and empowered
- People and the organisation have a dialogue
- People are rewarded, recognised and cared for

Partnerships and Resources
Excellent organisations plan and manage external partnerships, suppliers and internal resources in order to support policy and strategy and the effective operation of processes. During planning and whilst managing partnerships and resources they balance the current and future needs of the organisation, the community and the environment.
- External partnerships are managed
- Finances are managed
- Buildings, equipment and materials are managed
- Technology is managed
- Information and Knowledge are managed

Processes
Excellent organisations design, manage and improve processes in order to fully satisfy, and generate increasing value for, customers and other stakeholders.
- Processes are systematically designed and managedProcesses are improved, as needed, using innovation in order to fully satisfy and generate increasing value for customers and other stakeholders
- Products and Services are designed and developed based on customer needs and expectations
- Processes and Services are produced, delivered and serviced
- Customer relationships are managed and enhanced

Customer Results
Excellent organisations comprehensively measure and achieve outstanding results with respect to their customers.
- Perception Measures
- Performance Indicators

People Results
Excellent organisations comprehensively measure and achieve outstanding results with respect to their people
- Perception Measures
- Performance Indicators

Society Results
Excellent organisations comprehensively measure and achieve outstanding results with respect to society
- Perception Measures
- Performance Indicators

Key Performance Results
Excellent organisations comprehensively measure and achieve outstanding results with respect to the key elements of their policy and strategy.
- Key Performance Outcomes
- Key Performance Indicators

RADAR

RADAR logic encourages an organisation to be clear about the RESULTS it wants to achieve, as a key part of its POLICY & STRATEGY formulation. It then needs to plan and develop an integrated set of sound APPROACHES designed to deliver these results. These approaches require systematic implementation so that DEPLOYMENT is carried out in a structured way. Measurement, learning and improvement activities derived from ASSESSMENT & REVIEW are then utilized to make the approaches more effective.

RADAR logic is really another classic PDCA (PLAN-DO-CHECK-ACT) cycle, where the expectation is to:
PLAN the approach
DO (in other words DEPLOY) the approach
CHECK (assess) the effectiveness and then
ACT on the learning by improving the approach.

Model developed by the European Foundation of Quality Management (EFQM)