Course Outline for 100-hour Bed & Breakfast Management:
1. Introduction to Management & Marketing
Introduction
Basic Principles of Management
Four Main Steps in Management
Planning, Leading, Organising, Controlling
Economic View of Management
Behavioural View of Management
The Stakeholder Theory
Understanding policies
Marketing -Feasibility Research
Advertising Steps to Follow
Purpose of Advertising
Advertising through media, by personal contact
2. Facilities and Decor
General layout - Reception, Dining area, Food Production
Equipment - essential equipment, selection criteria
Equipment Inventory
Reception, Storage (Dry store, Vegetable store, Refrigeration, Storage temperatures_
Food Preparation - vegetables, salad, meat, fish, pastry
Parking
Telephones, Communication and Technology - utilities
Cleaning - outside the building, reception, lounge, bedrooms, bathrooms, corridors, kitchens
3. Customer Service
Personnel and service.
Division of Duties
Importance of Customer service.
Customer Service Skills - waiting, carrying things,
Interpersonal Skills - addressing customers, records
Staff Recruitment, Interviewing, Training and Induction.
Controlling Staff -leadership, Giving Orders / orders not correctly carried out
Procedures for dealing with orders not carried out correctly.
Bedroom service.
4. Equipment
Principles of design.
Service Facilities
Cleaning/ Cleansing
Waste Disposal
Toilet & Bathroom Facilities
Safety Risk analysis.
Safety audit.
Using audit forms and checklists.
Signs for communication danger
Materials control
Maintenance control - useful checks
5. Supplying Meals
Breakfast timings.
What to serve (continental or full cooked breakfast).
Coffee - blends, grinding, troubleshooting, coffee variations
Teas- specialty teas, herbal teas, storing, brewing
Presentation of food & beverage
Dealing with special requirements -breakfast in room, children, vegans / vegetarians, etc
Serving other meals and snacks.
Organising "experience" meals
Dealing with customer complaints
6. Food Purchasing
Effective purchasing
Planning ahead
Role of the purchaser
Supplier Selection
Bulk buying
Other Purchasing Approaches - contract, day to day, commissary, tenders, etc
Know about following regulations (know the legalities and alcohol licensing).
7. Records and Financial Management
Management of guesthouse records.
Reservations procedures.
Cancellation procedure.
The control of accounts.
Methods of payment.
Safe deposits.
Liabilities.
Productivity.
Financial records management.
Insurance.
Taxation.
Financial control.
COURSE AIMS
Identify the scope and nature of skills required for successful bed and breakfast or guesthouse management.
Discuss the provision and management of facilities and décor in a guesthouse or B & B.
Discuss the provision and management of equipment in a guesthouse or B & B.
Discuss the provision and management of meals in a guesthouse or B & B.
Determine the management of financial and other records in a guesthouse or B & B.
Determine the various procedures for seeking competitive prices on specified equipment.