Business Management in Hospitality and Tourism

People will forget what you said, forget what you did, but people will never forget how you made them feel.”

Working in tourism and hospitality management could land you a job almost anywhere in the world.

The hospitality industry is a broad category of fields within the service industry that includes lodging, food, and drink service, event planning, theme parks, transportation, cruise line, traveling, and additional fields within the tourism industry. Furthermore, it’s an industry that depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or an amusement park consists of multiple groups such as facility maintenance and direct operations (servers, housekeepers, porters, kitchen workers, bartenders, management, marketing, and human resources, etc.) Tourism and hospitality includes attractions management, convention planning, customer service, sales and travel.

In 2018, the U.S. travel and tourism industry generated over $1.6 trillion in economic output, supporting 7.8 million U.S. jobs. The report also found that the travel and tourism industry generated 10.4% of all global economic activity last year.Hospitality and Tourism Business Management prepares students for management positions in one of the largest and fastest-growing economic sectors worldwide.

Hospitality & Tourism Business Management prepares students for management positions in one of the largest and fastest-growing economic sectors worldwide. Combining study with industry-specific business classes, students gain in-depth knowledge in the areas of hospitality finance, sales and marketing, revenue management, special event planning. Discover thebuilding blocks of organizational excellence. By exploring the best business practices, you will discover how a service excellence culture results in engaged employees and customers. You will be guided through Platinum Standards. You will also learn onboarding and empowerment, process that lead to legendary service, sustainable success, and customer loyalty.

 The certificate in business management with emphasis in “Hospitality & Tourism” at American Heritage College gives you the skills and training necessary to take your career to the next level and be ready to lunch or improve your business.

Ideal for:

This module is designed for hospitality and tourism management professionals who want to learn the building blocks of organizational excellence and who want to advance their careers.


  •  Customer Service Manager, Call Center Manager, Customer Experience Manager, Human Resources Manager, who directly manage the service professionals with first-hand customer interaction.
  • Managers and Senior Managers directly responsible for the coaching and career development of the professionals providing the customer experience.
  • All leaders such as a Chief Executive Officer, Vice President of Human Resources, Chief Operating Officer, Chief Marketing Officer, Director of Finance, or various Directors & Mangers.
  • Utilizing The Platinum Standards to create a culture which fosters engagement and excellence.
  • Exceptional Customer Service systems behind the smiles” and how these processes support consistently exceptional service.
  • Discovering how your level of engagement drives both employee and customer engagement.
  • Learning how psychology of service creates empowerment, and what empowerment can do for your organization.

Session 1

Introduction and Seminar Objectives

  • Finding out what you want to achieve with this seminar

Types of Management:

  • Travel and Tourism Management
  • Domestic Tourism Management
  • Inbound Tourism Management
  • Outbound Tourism Management
  • Different types of travel Management
  • Leisure travel Management
  • Recreational Toursim Management
  • Program and Project Management
  • Democratic and Laissez-Faire Management
  • Consultative Management

Session 2

Influencing Others

  • Pygmalion Effect
  • Communicating styles: Directive, Authoritative, Affiliative, Participative and Coaching.
  • What makes a great Hospitality and Tourism associate: listen, empathy, hunger, competitiveness, networking ability, confidence, enthusiasm, resiliency.

Session 3

Visioning yourself as a Manager:

  • What type of Manager are you?
  • Types of Management: choosing how to use  professional management power
  • Evaluating personal leadership style; how to develop style flexibility
  • Servant Leadership and Emergent Leadership

Session 4

Setting Goals

  • Identifying Your Values and Principles
  • Setting SMART Goals
  • Understanding Milestones
  • Overcoming Obstacles

Session 5

Business Management in Hospitality and Tourism:

  • The three levels of the environment: Internal environment, external micro environment, and communication and deliver market offerings
  • The characteristics of business market: size, competition, segmentation, distribution, key success factors

Session 6

Leadership skills for Business Managers in Hospitality and Tourism:

  • The 3 dimensions of project leadership: inwards, outwards, and upwards
  • The vital role of communication skills and how to develop them
  • Developing a “project vision”: strategic thinking skills
  • Understanding others; emotional intelligence skills
  • Being a visible leader; behavioral and influencing skills
  • Building effective relationships; the importance of trust and respect

Session 7

Leading the Business Management Team in:Hospitality and Tourism

  • The role of business management in developing team performance
  • Understanding individuals strengths; recognizing team role preferences
  • Managing conflict and promotion positive team dynamics
  • Setting standards, maintaining discipline and rewarding performance
  • Harnessing team potential: building motivation within the team
  • Promoting team learning; the team leader as coach/mentor

Session 8

Negotiation skills for Business Managers in:Hospitality and Tourism

  • Characteristics of effective negotiators (good decisions, trade ideas, realistic negotiators, numerical reasoning, verbal reasoning, and conceptual thinking skills)
  • Classic problem behaviors  and mind-sets to avoid
  • Getting to win-win: building partnership and trust

Session 9

Hospitality and TourismManagement through the organization

  • Gaining the support of others; developing effective influencing skills
  • Getting empowerment from key stakeholders
  • Knowing when and how to take the initiative and lead
  • Building and maintaining rapport with key partners
  • Becoming an effective team player in leadership teams
  • Becoming a business leader; leading colleagues and co-workers

Session 10

Leading more Senior Stakeholders

  • The challenges and skills of leading and managing upwards
  • Communicating with more senior stakeholders; building credibility
  • Negotiating upwards: knowing when and how
  • The role of networking skills; building and maintaining rapport
  • Handling disagreements; the art of diplomacy
  • Handling personality and style conflicts with more senior people

Case Study: Business Management Sales in action

  • Review of the role of management in a contemporary project
  • Feedback and plenary discussion: effective business management

Team Exercise 1: Leadership skills of the business manager in Hospitality and Tourism

  • Teams compete in performing a project simulation
  • Project review and feedback
  • Discussion of the outcome: role and skills of the business management

Team Exercise 2: Project Management and negotiation

  • Teams engage in a negotiation exercise
  • Exercise review and feedback
  • Discussion of the outcome: negotiation skills of the business manager

Deliver of Content

The above content can be delivered in various ways, depending of the depth and scope the customer wants. The training could be done at flexible hours or during the week-end. It can be modified according to the needs of the customer and we can emphasize on specific content or focus on more aspects. This is an initial proposal that can be tailored to your specific needs. The key concepts to be discussed and the detail in which we will deliver the seminar is up to you to decide.

Training material

The instructor will use a variety to help attendants get a better understanding of the elements under discussion. The resources include case studies, videos, presentations and workshop material such as game cards, tests, and exercises.

Mission Statement: American Heritage College shall strive to provide the best training to individuals looking for an alternative to the traditional educational system; acquire the necessary skills to obtain employment in their chosen field or achieve their educational goals and realize their hopes and aspirations for a rewarding future

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