Hospitality Management: Strategy and operations (3e) : 9781442534797

Hospitality Management: Strategy and operations (3e)

Van der Wagen, Lynn et al
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Hospitality Management, 3e covers the core competency units in SIT07 Tourism, Hospitality and Events Training Package for the Diploma and Advanced Diploma in Hospitality Management. It provides the foundation knowledge needed for the role of a hospitality manager.

The 3rd edition continues to combine theory with a skills building approach to explain the key principles of hospitality management at a supervisory, line management and senior management level. The text helps students develop the professional skills necessary to ensure quality products and services in all hospitality operations.
Table of contents
Chapter 1 The hospitality industry
Chapter 2 A culturally diverse workplace
Chapter 3 The customer service experience
Chapter 4 Procedures for health, safety and the environment

Chapter 5 Operational planning
Chapter 6 OHS systems and procedures
Chapter 7 Recruitment and selection
Chapter 8 Coaching and monitoring performance
Chapter 9 Leadership and motivation
Chapter 10 Interpreting financial information
Chapter 11 Stock control

Chapter 12 Strategic marketing
Chapter 13 Coordinate marketing activities
Chapter 14 Legal compliance
Chapter 15 Business relationships
Chapter 16 Budgetary management
Chapter 17 Financial management
Chapter 18 Asset management
Chapter 19 Risk management
Chapter 20 Customer service management
Chapter 21 Human resource management
Chapter 22 Business planning
New to this edition
  • New and updated coverage of legal issues relating to human resources, occupational health and safety and registering as a business
  • Fully up-to-date with current trends in the industry including relevant statistics
  • 4 colour design.
Features & benefits
  • Questions, activities, assessment tasks and case studies reinforce the underpinning theory.
Author biography
Lynn Van der Wagen is Head Teacher, Tourism and Hospitality, at Northern Beaches College, Northern Sydney Institute of TAFE. She is the author of many highly acclaimed books on tourism and hospitality, among them Event Management and the award winning Events and Tourism Essentials. In 2006, she was named National Training Legend by Tourism Training Australia for her services to education in tourism and hospitality and more recently in 2007 was warded the ATTHEA Fellowship for her proposed research in to indigenous festivals.

Before moving into education, Lynn was Director of Human Resources for a five star hotel with over 1000 employees. Lynn played a key role in the team that designed and delivered training to the 110 000 staff members of the Sydney 2000 Olympic Games. Since then, she has been involved in many major events including the Beijing Olympic Games as well as many smaller Australian music and community events.
Target audience
SITHIND001A   Develop and update hospitality industry knowledge
SITXCCS002A  Provide quality customer service
SITXCCS003A  Manage quality customer service
SITXCOM001A  Work with colleagues and customers
SITXCOM002A  Work in a socially diverse environment
SITXCOM003A  Deal with conflict situations
SITXENV001A   Participate in environmentally sustainable work practices
SITXFIN003A     Interpret financial information
SITXFIN004A     Manage finances within a budget
SITXFIN005A     Prepare and monitor budgets
SITXFIN007A     Manage physical assets
SITXFIN008A     Manage financial operations
SITXGLC001A   Develop and update the legal knowledge required for business compliance
SITXHRM001A  Coach others in job skills
SITXHRM002A  Recruit and select staff
SITXHRM003A  Roster staff
SITXHRM005A  Lead and manage people
SITXHRM006A  Monitor staff performance
SITXHRM007A  Manage workplace diversity
SITXHRM008A  Manage workplace relations
SITXINV001A     Receive and store stock
SITXINV002A     Control and order stock
SITXMGT001A   Monitor work operations
SITXMGT002A   Develop and implement operational plans
SITXMGT004A   Develop and implement a business plan
SITXMGT005A   Manage business risk
SITXMGT006A   Establish and conduct business relationships
SITXMPR004C  Marketing and promotional activities
SITXMPR005A   Develop and manage marketing strategies
SITXOHS001B   Follow health, safety and security procedures
SITXOHS002B   Follow workplace hygiene procedures
SITXOHS004B   Implement and monitor workplace health, safety and security procedures
SITXOHS005A   Establish and maintain an occupational health and safety system
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