The hospitality program is offered as a full or part time equivalent in collaboration with the American Hotel & Lodging Educational Institute (AHLEI). Widely recognized as the preeminent leader in hospitality certification, AHLEI certifies hospitality professionals in all facets of the hospitality, hotel and tourism industry.
The twelve (12) course program is provided via classroom, computer assisted learning, tutoring and activities such as guest speakers and field trips.
The curriculum and practical training methodology provide the basic foundation and a comprehensive overview to ensure graduates acquire the knowledge and skills and a practical experience needed to work in a supervisory and management trainee position in various operational areas of a full service hotel and in a range of hospitality and tourism careers.
Upon satisfying the graduation requirements, students receive the:
At least 18 years of age.
Evidence of IELTS 5.5 or equivalent; [evidence can include an IELTS evaluation, or similar testing assessment to the level which can be closely deemed as equivalence (ie TOEFL IBT)] or the student can take the College’s language proficiency exam.
This course is designed to prepare students for careers in hospitality by presenting and
describing career opportunities in hospitality management businesses including hotels, restaurants, institutions, private clubs, casinos, consulting firms, travel agencies and cruise ships.
Explain the relationship of lodging and food and beverage operations to the travel and tourism industry.
Describe the scope of the travel and tourism industry and its economic impact on local, national and international levels.
Cite opportunities for education, training and career development in the hospitality industry.
Summarize the European and American lodging and food service industry origins.
Describe the effects of globalization on the hospitality industry.
Evaluate and discuss several major factors, developments and trends that have affected lodging and food service operations in recent years and which will continue to affect the industry in the future.
Compare and contrast the effects on the industry of franchising, management contracts, referral organizations, independent and chains ownership and condominium growth.
Identify hotel general classifications and describe their most distinctive features.
List the common divisions or functional areas of a hotel organization including rooms, food and beverage, engineering, marketing and sales, human resources and security and explain their activities and responsibilities.
Outline the functional areas or departments found in each hotel division.
List and explain the major food service classifications beginning with the distinction between commercial and institutional operations.
Outline the organization, structure and functional areas in commercial and institutional food service operations.
Analyze the importance of each division in achieving the lodging and or food service operation objectives.
Demonstrate knowledge of food and beverage controls pertaining to food and beverage sales, payroll planning and production standards.
Identify the benefits to an energy management program, and outline steps for organizing a program.
Describe ways in which technological advancements such as property management systems, Internet access provided to guests and sources for online booking reservations have changed work areas within the hospitality industry.
Demonstrate an understanding of the numerous ways in which environmental concerns have influenced the hospitality industry.
Identify key legislation, associations, organizations and contracts that advance domestic and international tourism in Canada.
This course introduces students to the supervisory skills needed to succeed in a hospitality career. Students learn procedures for managing conflict and motivation including a discussion of on boarding, new information on the role of technology and social media for recruiting and checking references, new information on the costs and benefits of training and technology use for employee scheduling, including scheduling software and company intranets.
Identify fundamental supervisory responsibilities.
Explain the steps supervisors can take to speak effectively on the job.
Describe the way supervisors work with the human resources department to recruit new employees.
Explain the training function in an organization and the supervisor’s role in training.
Forecast business volume using the base adjustment forecasting method and the moving average forecasting method.
Distinguish coaching from counseling and disciplining.
Identify the progressive disciplinary program components.
List important laws and legal concerns affecting hospitality supervisors.
Describe issues of which supervisors must know in the team leader role.
Explain the way supervisors can increase employee participation in department activities.
Identify steps supervisors should follow during a meeting with employees in conflict.
Distinguish high priority interruptions from low priority interruptions and summarize strategies for dealing with them.
Describe actions supervisors can take to minimize employee resistance to change.
Explain the reason it is important for supervisors to take control of their personal development and describe the way to execute a career development plan.
This course is an invaluable resource that enables students and hospitality professionals to stay current in the ever changing meetings and conventions industry. This course offers students practical insight into various types of meetings and conventions, the types of organizations that stage these events and the way to reach and sell to this important segment. Students learn in detail the various aspects of convention service and the ways to ensure an event flows smoothly.
Provide an overview of today’s meetings and conventions market and their trends.
Discuss the marketing plan and its components and detail the way to action it.
Examine sales structures and positions and demonstrate the way to manage sales functions.
Focus on the characteristics of the association meeting market and identify and reach key decision makers.
Cover the corporate meetings market requirements and marketing to corporate clients.
Offer practical tips for reaching nonprofit and SMERF groups, government agencies, labor unions and the incentive travel market.
Cover sales strategies including personal sales calls, telephone sales, sales blitz selling, trade show selling and selling with convention bureaus.
Discuss the way to develop an advertising strategy to maximize print and electronic advertising and collateral materials.
Provide an in depth look at contract negotiations detailing the points to be covered in a letter of agreement or contract.
Provide an overview of the service function detailing several management options for large and small properties.
Manage guestrooms through reservation systems, check-in and checkout procedures and room block management.
Discuss the preconvention meeting and the importance of resumes, banquet event orders, communication and follow up.
Provide a detailed look at function rooms and meeting setups and the way to manage function rooms and offer a preview of meeting rooms of the future.
Offer an in depth discussion of food and beverage service, including the types of food and beverage functions, pricing and post function actions.
Cover today’s audio visual requirements including the types of audio-visual equipment and audio visual pricing policies.
Discuss requirements for successful group events including registration, convention security, and guest, companion and children’s programs.
Explore the world of exhibits and trade shows focusing on such topics as types of exhibits, key personnel and exhibit billing procedures.
Give an in depth analysis of convention billing procedures and the way to conduct a post convention review.
Students learn the strategies to improve their leadership abilities and develop an understanding of high performance teams and employee empowerment. This course provides an understanding of diversity and cultural change. Practical information prepares future leaders to put quality management tools into action to enhance guest service and increase profitability while helping them achieve a personal satisfaction in their work lives.
List tips and cautions for organizations that embark on large scale organizational change, and describe the four major change process steps.
Describe the traditional functions of management including planning, organizing, coordinating, staffing, directing and controlling and explain the reason a gap exists between them and the managers’ behavior.
Describe the dominant contemporary leadership views.
Summarize William Edwards Deming’s fourteen points for management and describe his ideas about leadership and management.
Describe Joseph Juran’s notions and quality definitions and detail the basic quality management elements using Juran’s approach.
Explain the four steps of a continuous improvement process and identify and describe commonly used process tools.
Describe organizational and personal power types and sources, the typical responses to each power type and the methods to enhance power and build alliances.
Identify seven communication myths, outline the communication process and describe effective communication barriers.
Explain the importance and nature of goal setting, describe the nature of and need for coaching in hospitality organizations and list guidelines to assist managers handle organizational conflict.
Describe forces of change that make team building a priority for hospitality organizations and describe the stages a work team goes through during its development.
Identify the ways in which the work force is changing and it is becoming more diverse.
Explain the ways organizations foster diversity in the workplace.
Create a personal vision statement after analyzing your skills, interests, values and personality and identify ways to choose an occupation and implement your career choice.
Discuss ethics and identify common ethical issues.
This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel from the reservations process to checkout and account settlement. The course examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel.
Describe the way the hospitality industry is structured including the size, target markets, levels of service, ownership, affiliation and reasons for travelling.
Explain a hotel and the front office structure.
Trace the guest progress through the guest cycle and explain front office procedures, systems, forms, structure, equipment and technology supporting each cycle phase.
Identify the types of reservations and the way reservations are made, confirmed and maintained.
List the tasks involved in the registration function.
Outline front office responsibilities, focusing on communications, guests’ services, guest relations and security functions.
Describe accounting fundamentals and analyze basic front office financial statements.
Summarize the procedures involved in checking a guest out and settling his or her account.
Explain the Night Audit workings and its functions.
Identify basic management functions and the way they affect the front office when setting rates, forecasting room availability, budgeting and evaluating operations.
Measure yields using revenue management formulas and explain the various components of revenue management.
List the human resource tasks involved in the front office functions of recruiting, selecting, hiring, orienting, skills training, staff scheduling and staff motivation.
This course provides students with housekeeping management principles applicable to the hospitality industry.
Describe the housekeeping department’s role in hotel operations and explain the importance of effective communication between housekeeping, the front office and the engineering and maintenance division.
Identify the cleaning responsibilities of the housekeeping department and explain the way area inventory lists, frequency schedules, performance standards and productivity standards are used to plan and organize the housekeeping department.
Apply techniques to develop human resource skills in recruiting, training, scheduling and motivating including identifying labor sources from nontraditional labor markets, implementing internal and external recruiting methods, implementing the four step training method, developing a staffing guide, adopting alternative scheduling methods and motivating the staff.
Manage inventories of recycled and non recycled items including establishing parts for different types of inventories, taking physical inventory and implementing effective inventory control procedures.
Control expenses in housekeeping by using the operating budget as a control tool, tracking expenses on the basis of a budgeted cost per occupied room and implementing efficient purchasing practices.
Understand the safety and security needs of hospitality operations and the way safety and security issues affect housekeeping personnel.
Understand the executive housekeeper’s responsibilities in relation to hazard communication standards and know the way to develop a hazard communication program for the housekeeping department.
Develop procedures to ensure efficient and cost effective use of labor and supplies in relation to guestroom cleaning.
Develop procedures for public area cleaning.
Develop selection criteria for ceiling surfaces, wall coverings, furniture, fittings and fixtures and cleaning procedures and general care guidelines.
Develop selection criteria for beds, linens and uniforms.
Understand floor construction and carpet installation, equipment used in carpet and floor care and carpet and floor cleaning methods. Describe important elements of revenue management, explaining the way hospitality managers should use it and discussing the advantages revenue management software offers.
Identify Workplace Hazardous Information Systems (WHMI) Symbols.
Students learn the skills required by hospitality professionals starting with employment laws and applications, job analysis and job design, recruiting, selection, managing and retaining qualified employees. Orientation and socialization, training and development, evaluating employee performance, compensation and benefits administration and labor unions are introduced together with turnover, discipline and exits.
Describe the basic scope and implications of employment laws.
Understand the effect of disabilities on employment and employment related practices.
Discuss the techniques and applications of job analysis and job design.
Understand factors that affect labor supply and demand and the way to forecast labor supply and demand.
Summarize important considerations of internal and external recruiting.
Analyze common selection methods.
Identify techniques and approaches to employment interviewing.
Describe typical orientation and socialization programs.
Compare the advantages and disadvantages of several performance appraisal systems.
Outline basic considerations of compensation administration such as determining pay scales.
Evaluate the effectiveness of various individual and group incentive programs.
Specify the major mandatory, voluntary and optional benefits employers may provide for employees.
Understand the major legislation affecting the organization of unions.
Describe the process and possible outcomes of the collective bargaining process.
Summarize typical grievance procedures in both union and nonunion properties.
Discuss British Columbia’s Occupational Health and Safety Regulation (OHSR).
Analyze employee health and safety issues programs designed to address them.
Understand the effect of the British Columbia Employment Standards Act.
This course provides students with accurate and authoritative information and a basic understanding of sales and marketing in the hospitality industry. Students are introduced to marketing strategies and examine the way these strategies are successfully implemented in marketing hospitality services and products. Students are provided with a clear understanding of internal marketing and sales and advertising, public relations and publicity.
Distinguish marketing from sales and identify trends that affect marketing and sales in the hospitality industry.
Identify and describe the key steps of a marketing plan.
Summarize the duties and responsibilities of positions typically found in a hotel marketing and sales office.
Describe the five steps of a presentation sales call.
Explain the basics of effective telephone communication and describe various types of outgoing and incoming telephone calls related to the marketing and sales function.
Describe internal marketing and sales.
Explain the role of advertising, public relations and publicity in reaching prospective guests.
Summarize the ways hospitality properties meet business traveler’s needs
Explain the way hotels are meeting the needs of leisure travelers.
Describe travel agencies and the travelers they serve.
Summarize the way hotels market and sell to meeting planners.
Identify considerations for marketing hospitality products and services to international travelers and other special segments such as honeymooners, sports teams and government travelers.
Summarize trends affecting the food and beverage industry, and describe positioning strategies and techniques for restaurants and lounges.
Explain the way hotels market and sell catered events and meeting rooms.
Describe associations and organizations in the Canadian tourism and hospitality industry.
This course provides students with a basic understanding of hospitality facilities management. Students learn the ways to work effectively with facilities engineering and maintenance departments including designing for food and beverage provisioning, telecommunications systems and coordinating operations with renovation projects.
Identify the important roles played by hospitality facilities, the two primary categories of facility operating costs, the components of each category and various factors that affect those costs.
Describe several types of maintenance, state the goals of maintenance management systems and describe computerized and Internet based facilities management.
Identify the basic facilities related concerns associated with guestrooms and corridors, public space, recreation and exterior areas, back of the house areas and the building’s structure and exterior.
Describe sustainability and its role in the overall business strategy of a hospitality operation and state some of the principal measures facilities managers can take to minimize and manage waste.
Describe the ways to reduce occupational injury rates in the hospitality industry and outline the way building design and maintenance affect safety.
Outline water usage levels and patterns in the lodging industry and describe the basic structure of water and wastewater systems.
Explain the various aspects and components of electrical systems, cite important considerations regarding system design and operating standards and identify elements of an effective electrical system and equipment maintenance program.
Describe the basic elements of human comfort and the way HVAC systems affect comfort levels.
Define basic lighting terms, explain the way natural light can be used to meet a building’s lighting needs and describe common artificial light sources.
Describe laundry equipment and explain factors in selecting laundry equipment and locating an on premises laundry.
Describe food preparation equipment, cooking equipment and sanitation equipment.
Describe the nature of and typical problems associated with a building’s structure, finishes and exterior facilities including the roof, exterior walls, windows and doors, structural frame, foundation, elevators, parking areas, storm water drainage systems, utilities, landscaping and grounds.
Summarize the hotel development process.
Explain the concept development process for food service facilities, outline the makeup and responsibilities of the project planning team and describe food service facility layout.
List typical reasons for renovating a hotel, summarize the life cycle of a hotel and describe types of renovation.
This course examines the issues surrounding the need for individualized hotel security programs, examines security and safety equipment and procedures, discusses guest protection and internal security for asset protection, explores risk management and loss prevention issues and outlines the Workers Compensation Act and the Occupational Health and Safety Regulations applying to lodging properties.
Explain the importance of a comprehensive approach to risk management and outline the business case for managing risk.
Discuss hotel security and safety responsibilities.
Describe the Canadian legal system, define basic legal terms and explain a hotel’s duty to exercise reasonable care for its guests.
Explain the key issues in developing and setting up a hotel security program.
Identify slip, trip and fall risks in hotels, describe hotel fire risks and explain hotel water systems safety risks and concerns.
Discuss losses that affect all hotel departments including employee and guest theft.
Summarize the business case for employee safety, discuss strategies for managing employee safety and explain the way a hotel establishes a safety committee.
Describe the ways hotels can appropriately respond to bombs and bomb threats, fires, hurricanes, typhoons, tornadoes, floods, earthquakes, tsunamis, blackouts, robberies, medical and dental emergencies and terrorism.
Outline a media relations’ response to an emergency situation.
Explain the way insurance helps hotels minimize their financial expenses due to losses and summarize considerations in purchasing insurance.
This course prepares students with the knowledge to oversee the provision of quality dining service and to meet the challenges facing professional managers. Students are introduced to responsible alcohol service, menu development, sanitation, safety, security, health, legal, labor and revenue control issues. Students are given an insight into the major market segments of onsite food and beverage operations.
Use proven and innovative ways to deliver guest driven service.
Enhance value, build guest loyalty and promote repeat business.
Understand the concept of menu planning, types of menus, menu design and menu trends.
Help an operation provide superior service with proven strategies such as preshift meetings, suggestive selling, service guarantees and team service approaches.
Provide responsible beverage service and discuss techniques for selling and serving alcoholic beverages.
Recommend thoughtful facility design to produce guest friendly dining areas and assist in creating the right environment with harmonious decor.
Understand sanitation, safety, security, health and legal issues.
Prevent guest exposure to unsafe procedures and situations.
Appreciate the importance of labor control.
Develop an effective control system by defining or refining the type and quality of service offered.
Determine labor standards.
Discuss procedures for getting ready for service, the service delivery and after service activities.
Continuously improve the process of providing excellent service to guests.
Qualify for the Province of British Columbia FOODSAFE Certificate.
Obtain the Province of British Columbia Serving It Right Certificate.
This course provides students with a clear view of the major changes taking place in the processing of financial information that characterizes Twenty First Century accounting. Students learn the professional business vocabulary and financial skills required in the hospitality industry. Because profits are essential to the survival and growth of any business, students understand the ways accounting provides information to owners and management to make prudent and intelligent business decisions.
Define and describe the purpose of accounting.
Explain the reason financial statements are necessary and the study of accounting is important to a hospitality career.
Describe the major forms of business organizations and their advantages and disadvantages.
Identify the major financial statements and explain their content and their issue dates.
Identify and describe asset, liability and equity accounts on a balance sheet.
Describe the income statement and identify the accounts used to prepare an income statement.
Define and describe bookkeeping and double entry accounting and identify common bookkeeping accounts and tools.
Use three basic questions to analyze business transactions and use debits and credits to record business transactions.
Describe the advantages and potential disadvantages of using a computerized accounting system.
List the factors to consider selecting a general ledger software package.
Explain the accounting cycle and the difference between accrual and cash basis accounting.
Summarize the steps necessary to convert from a manual accounting system to a computerized accounting system.
Describe the significance of restaurant accounting and describe basic elements for food and beverage sales accounting.
Identify and explain the various food and beverage sales analysis statistics.
Describe hotel financial statements for external users and explain the internal hotel income statement and departmental statement formats recommended by the Uniform System of Accounts for the Lodging Industry.
Explain the special accounting considerations for a hotel with a casino department.
Define internal control, explain its objectives and limitations and describe the principles of internal control for cash receipts and disbursements.
Describe how to read and analyze the income statement, balance sheet and statement of cash flow using common analytical methods.
List and describe the major components of the annual report to shareholders.
Summarize the advantages the hospitality businesses enjoy if they accept credit cards, explain merchant accounts and describe point of sale systems.
Explain the importance of budgeting and forecasting, summarize general guidelines for creating a budget and describe the way managers forecast sales and expenses.
Describe variable, fixed and semi variable expenses and explain the breakeven point and profit target formulas.
Describe the simple interest method of calculating interest expense and explain the way to calculate simple interest when the time period is sated in full years, full months and days.
Describe cash discounts and the interpretation of various invoice discount terms.
Apply compound and present value concepts to annuities and perform calculations.
The twelve (12) courses for the Hospitality Management Diploma (HMD) are each eighty (80) hours long, totaling nine hundred and sixty (960) hours over forty eight (48) weeks full time or a part time equivalency.
The ideal Insignia College hospitality student:
is ethical, dependable, honest, hardworking and compassionate,
is an active community minded individual,
is a quick learner and detail oriented,
can multitask while maintaining a Customer First attitude,
can work independently or cooperatively in a team,
has excellent communication skills,
has a pleasant and a positive outlook on life and education, and
Treats professional appearance, behavior and development with utmost importance.
The hospitality industry is a rapidly growing service market with employment positions, career opportunities and salaries increasing steadily. Students learn knowledge and skills, which industry professionals identify as important for work success. The AH&LA programs afford skilled entry level employment which progress to management positions.
Program graduates are prepared for a variety of hospitality and tourism positions in a broad range of settings, for example, hotels, motels, resorts, restaurants, casinos, convention, meeting and tourism centers and cruise ships. Some sample positions include:
hotel assistant manager
bed and breakfast assistant
front desk manager and assistant
guest house assistant
seasonal resort worker
ski resort worker
tourist home assistant
At the end of this program, students can demonstrate a knowledge of management operations in the hospitality industry including computer applications, financial management, room division management, food and beverage management and marketing and sales.
The instructor determines assignments and participation which may include interim tests, presentations, case study reports, and individual and group projects. Formative assessments are used such as related activities and quizzes. A written progress report is provided a third of the way through the program.
There are no prerequisites for the courses or the program.
Students should complete Course 100 the Lodging and Food Service Industry first, and then they can enter the program at the beginning of any course.
Each course contains twenty (20) hours per week of full time instruction over four (4) weeks for a total of eighty (80) hours per month, with the final week of the month allocated for content review, assignments, activities, field visit and the course final exam preparation.
The final exam is during the last week of each month.
Courses start the first week of the month.
Students must complete all courses.
Students must attend eighty (80) percent of classes to write the final exam.
Students must achieve seventy (70) percent on the final exam to pass the program.
A letter grade is not provided for the courses or the program.
The American Hotel & Lodging Association (AH&LA) administers the external exam for each course which students must pass with at least seventy (70) percent.
Students master management and operational skills to ensure hospitality properties thrive. The program is ideal for strengthening existing course offerings and for launching a new hospitality career. The hospitality and tourism industry leads the future as one of the fastest growing work segments with multiple opportunities for qualified employees.