Hospitality Operations Certificate

The hospitality operations program in Surrey BC 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. Our hospitality operations program in Surrey BC, prepares students to work in hotel and travel industry. 

The eight (8) course hospitality operations certificate program in Surrey BC is provided via classroom, computer assisted learning, tutoring and activities such as guest speakers and field trips.

The curriculum and practical training methodology in hospitality operations program provides 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:

  • Hospitality Operations Certificate (HOC) from Insignia College, and the
  • Hospitality Operations Certificate (HOC) from the American Hotel & Lodging Association (AH&LA).

Insignia College Admission Requirements


Grade 12 / GED or mature student status.
Note: Mature student status may be granted to applicants who are over 19 years old and do not have a high school diploma or GED. It is intended to allow applicants who have not completed high school the opportunity to be considered for admission, based on the skills and experience they have acquired since leaving school. Currently we accept academic preparatory courses taken at any post-secondary institution.

English Proficiency

Applicants must demonstrate English proficiency through prior education in English at grade 10 level or higher or through an English language assessment test (IELTS 6 or equivalent).


English Language Equivalency Chart:

IELTS – 6.0
TOIEC Listening & Reading – 485
EF SET – 60
TOEFL – iBT 94
Cambridge – FCE pass
CEFR – 82
ILR – 2
ACTFL – Advanced Mid
CLB – 8

Course Content

100 The Lodging and Food Service Industry

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.

Learning Outcomes
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.

250 Supervision in the Hospitality Industry


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.

Learning Outcomes

 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.

333 Managing Front Office Operations


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.

Learning Outcomes

 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.

338 Managing Housekeeping Operations


This course provides students with housekeeping management principles applicable to the hospitality industry.

Learning Outcomes

 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.

468 Managing Technology in the Hospitality Industry


Students are familiarized with computer applications in the hospitality industry, with emphasis on reservation systems, property management systems interfaces and food and beverage sector systems. Accounting applications, information management and system selection and security maintenance is examined.

Learning Outcomes

 Identify common technology systems used in hospitality operations.
 Identify and describe features of the three major components necessary for a complete computer system including input and output devices, central processing units and external storage devices.
 Describe the various ways in which hospitality businesses use technology to gain and process reservations.
 Identify and describe the elements of a rooms’ management module.
 Identify and describe the elements of a guest accounting module.
 Identify and explain the function of common PMS interfaces, which include point-of-sale systems, call accounting systems, energy management systems, electronic locking systems and guest operated devices.
 Describe common hardware configurations of POS systems used by food service operations.
 Explain the functions and use of food and beverage management applications including recipe and menu management, sales analysis and pre and post costing.
 Identify the elements of an automated sales office.
 Describe and apply revenue management principles.
 Explain the use of catering software.
 Identify and describe the numerous accounting applications available to hospitality businesses.
 Outline the components of information management with special attention to data processing and database management.
 Select and implement technology systems in hospitality settings.
 Identify the various threats to technology systems and the security precautions that should be taken to keep those systems safe.
 Describe technology system maintenance elements.

472 Hospitality Sales and Marketing


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.

Learning Outcomes

 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.

349 Managing Service in Food and Beverage Operations


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.

Learning Outcomes

 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.

261 Hotel and Restaurant Accounting


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.

Learning Outcomes

 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.

Tuition fee

Application Fee
Due to Covid-19 application fee is waived until further notice.
Course Materials Fee
Tuition Fee

Note: Tuition fee is same for domestic and international students.


The Eight (8) courses for the Hospitality Operations Certificate (HOC) Program are each eighty (80) hours long, total 640 hours over forty eight (32) weeks full time or a part time equivalency.



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
hotel worker
reservations manager
seasonal resort worker
ski resort worker
tourist home assistant

Learning Objectives and Outcomes

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.

Student Progress and Assessment

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.


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.

Career Opportunity

Graduates of this program will be prepared for a variety hospitality / tourism positions in a broad range of settings: for example, hotels, motels, resorts, restaurants, casinos, convention centres and cruise ships, general tourism services and so forth.

Disclaimer: Hospitality Operations Certificate was reviewed and approved by the registrar of the Private Training Institutions Branch (PTIB) of the Ministry of Post Secondary Education and Future Skills.
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