Units - HND in Hospitality Management
Unit 1 : The Contemporary Hospitality Industry
(Y/616/1788)
The aim of this unit is to provide students with knowledge and understanding of the hospitality industry. Gaining insight into how hospitality organisations function within the wider business environment.
Students will examine the purpose of different hospitality organisations, exploring the size, scale and scope of the hospitality industry. Students will explore the skills requirements and the challenges that hospitality organisations have with recruiting sufficiently skilled staff to support business growth.
Students will consider the external factors that impact the hospitality industry and will gain an understanding of what drives supply and demand for hospitality products and services. Students can then use the knowledge, understanding and skill sets gained in this unit to be able to identify, and take advantage of, potential trends and developments.
Learning Outcomes
LO1 : Examine the current structure, scope and size of the hospitality industry
LO2 : Explore current and anticipated skills requirements in the hospitality industry
LO3 : Review the internal and external factors that impact the hospitality industry and how they relate to current issues facing the hospitality industry
LO4 : Analyse the current and potential trends and developments affecting the hospitality industry.
Unit 2 : Managing the Customer Experience
(D/616/1789)
The aim of this unit is to provide students with background knowledge and understanding of how hospitality businesses manage the customer experience from the initial needs analysis through to after sales follow-up.
During the unit, students will be able to map the journey that a customer makes through a hospitality business, identifying crucial touch points and recognising how these touch points can be managed to optimise the customer’s experience.
Students will consider how technology is changing the way customers interact with hospitality businesses and how digital initiatives should complement existing customer journeys whist recognising that online and offline consumers are distinctly different. Students can then use this knowledge to provide customer service both within business and services and on-line contexts to meet required standards.
Learning Outcomes
LO1 : Explain the needs and expectations of market segments for the service industry
LO2 : Explore the customer experience map to create business opportunities and optimise customer touch points
LO3 : Investigate the impacts of digital technology in customer relationship management
LO4 : Apply effective customer experience management within a service sector business to maximise customer engagement.
Unit 3: Professional Identity and Practice
(R/616/1790)
With employment opportunities and career progression becoming increasingly competitive, it is vital that new employees appreciate the value of the correct skills and competences expected by employers.
This unit aims to guide students through the process of self-assessment of skills and competences, personal career planning and the application of different learning and development approaches within a work environment. Students are not necessarily expected to engage in work activities, however self-assessment and design must be applied within a specific work context to avoid it being generic.
The unit will give students direction on how to prepare for job applications and interviews in a formalised manner, with the aim to improve career prospects. Students are expected to undertake a practical interview arranged and guided by the tutor or relevant employer.
Learning Outcomes
LO1 : Explore the importance of on-going professional development and self-directed learning to enhance professional identity and career opportunities
LO2 : Assess own skills, competences and the different learning and development approaches
LO3 : Design a professional development plan, within a specific work context
LO4 : Demonstrate a range of service industry and transferable skills for a job application.
Unit 4 : The Hospitality Business Toolkit
(Y/616/1791)
In addition to the customer service side of the hospitality business, a successful hospitality manager must know how to control their department or property’s finances responsibly and effectively. You must understand key factors that drive both profitability and brand success. Using tools such as human capital, planning to recruit and retain the best staff, to interpreting and applying financial key indicators to drive
profitability or gain market share.
This unit is designed to provide students with key skills for becoming competent managers in a hospitality environment. Allowing them to understand key principles with regard to key performance indicators both financial and non-financial.
This unit aims to give students the opportunity to develop their business acumen, covering a number of different business activities applied within the hospitality industry context. These include forecasting and budgeting, interpreting financial statements, recruitment and retention of staff, effective communication and dealing with legislation and regulation.
Learning Outcomes
LO1 : Investigate how to manage finance and record transactions to minimise costs responsibly within the hospitality sector
LO2 : Assess how to manage the Human Resources (HR) life cycle within the context of HR strategy
LO3 : Illustrate the potential impact of the legal and ethical considerations on a hospitality business
LO4 : Explain the importance of coordinating and integrating various functions of departments within the hospitality sector.
Unit 5 : Leadership and Management for Service Industries
(D/616/1792)
This is a Pearson-set unit. Tutors will choose a topic based on a theme and selection of topics provided by Pearson (this will change annually). The unit will enable students to explore and examine a relevant and current topical aspect of leadership and management in the context of the service sector environment.
This unit also enables students to gain understanding of leadership and management principles, and to review their potential for a career in management in the service sector. After exploring organisations’ structures and cultures they will learn classical management theories and leadership styles and how these are applied to managing commercial organisations.
In addition to the students gaining a good understanding of how management theories are practiced in today’s industries they will evaluate effective management and leadership skills for the service industries through application and reflection on skills required and applied in a service industry context.
Learning Outcomes
LO1 : Review classical management theories and leadership styles
LO2 : Explore the factors that influence different management styles and structures in a service industry context
LO3 : Assess current and future management and leadership skills for the service sector
LO4 : Demonstrate management and leadership skills in a service industry context.
Unit 6 : Managing Food and Beverage Operations
(H/616/1793)
The aim of this unit is to provide students with background and operational knowledge of the food and beverage industry. Students will examine the different kind of businesses found within the hospitality sector and the standards associated with them.
Students will be expected to learn the operational skills required to work within the food and beverage sector and gain an appreciation for the equipment and technology used in operations. Students will learn how they can gain commercial advantage both operationally and from a marketing perspective. Finally, students will also learn about
which factors effect customer’s decision to purchase. Students will be able to use this knowledge as a foundation to develop a career in food and beverage management.
Learning Outcomes
LO1 : Explore the food and beverage industry including different styles of food and beverage service outlets, rating systems and current industry trends.
LO2 : Demonstrate professional food and beverage service standards in a real working environment
LO3 : Compare the ways that different food and beverage operations use technology to improve operational efficiency
LO4 : Analyse customer motivations and behaviour and how food service outlets use this information to maximise business success.
Unit 8 : Managing Conference and Events
(M/616/1795)
The aim of this unit is to give students a background knowledge and understanding of the events and conferencing industry. Students will be required to study the different types of events and profile real events from different events categories. Students will learn how to set up a variety of conferences and the type of equipment and resources required to set up conferences and events.
Students will discover the different job roles in the events industry and the skills required for the roles. Students will evaluate their own skills to identify what they need to improve on to gain their desired roles.
Students will investigate the criteria required to run and manage a safe and secure event, both in terms of the physical venue and dealing with situations that might occur. On completion of the unit students will have a good understanding of the industry and the skills required and transferable skills in safety, which is invaluable for any area of the events sector.
Learning Outcomes
LO1 : Investigate the different categories and dimensions of events within the events sector
LO2 : Examine the considerations for conference and event room set ups defining the professional standards required
LO3 : Explore the management skills required to work within the events environment and successfully deal with stakeholders
LO4: Explain the measures required to manage a secure and safe events environment for staff and guests.
Unit 15 : Hospitality Marketing Essentials
(T/616/1801)
This unit is designed to introduce students to the principles of marketing, enabling them to develop a basic marketing plan and to employ elements of the marketing mix to achieve results. While they will learn the underpinning theories and frameworks, they will also be able to relate these to real-world examples, including products/services that they encounter in their own daily lives.
Hospitality organisations such as Hilton, Accor, McDonalds, Costa Coffee and small local businesses all have at least one thing in common: they all use marketing to influence us to engage with their products and/or services. Whether it is becoming a loyal customer buying a product and service or donating to a charity, organisations use a range of marketing techniques and tools to inform and influence us.
The knowledge, understanding and skill sets that students will gain on successfully completing this unit will enhance their career opportunities; whether setting up their own business or being employed by an organisation.
Learning Outcomes
LO1 : Explain the role of marketing and how it interrelates with other functional units in a hospitality organisation
LO2 : Compare ways in which hospitality organisations use elements of the marketing mix (7Ps) to achieve overall business objectives
LO3 : Develop a basic marketing plan to meet marketing objectives for a hospitality organisation.
Unit 18 : Research Project
(A/616/1802)
This unit is assessed by a Pearson-set assignment. Students will choose their own project based on a theme provided by Pearson (this will change annually). The project must be related a relevant and current topical aspect of hospitality in the context of the hospitality environment.
The aim of this unit is to offer students the opportunity to engage in sustained research in a specific field of study. The unit enables students to demonstrate the capacity and ability to identify a research theme, to develop research aims, objectives and outcomes, and to present the outcomes of such research in both written and verbal formats. The unit also encourages students to reflect on their engagement in the research process during which recommendations for future, personal development are key learning points.
On successful completion of this unit students will have the confidence to engage in problem-solving and research activities which are part of the function of a manager. Students will have the fundamental knowledge and skills to enable them to investigate workplace issues and problems, determine appropriate solutions and present evidence to various stakeholders in an acceptable and understandable format.
Learning Outcomes
LO1 : Examine appropriate research methodologies and approaches as part of the research process
LO2 : Conduct and analyse research relevant to a service industry research project
LO3 : Communicate the outcomes of a service industry research project to identified stakeholders
LO4 : Reflect on the application of research methodologies and concepts.
Unit 19 : Hospitality Consumer Behaviour and Insight
(F/616/1803)
Creating memories and joyous experiences for consumers is a key dimension affecting the profitability and growth of any hospitality organisation. To understand the factors that influence customers’ decisions is invaluable in marketing and hospitality operations.
This unit is designed to enhance students’ knowledge and understanding of the consumer’s decision-making processes, from needs recognition through research, the evaluation of alternatives, purchase and post-purchase evaluation. While students will learn the underpinning theories and frameworks, they will also be expected to relate these to real-world examples, including their own personal experiences.
An important part of marketing is understanding the processes behind how a consumer makes the decision to purchase a product and/or service.
The knowledge, understanding and skill sets that students will gain on successfully completing this unit will enhance their career opportunities; whether setting up in business independently or being employed by a hospitality organisation.
Learning Outcomes
LO1 : Examine the factors that influence hospitality consumer behaviour and attitudes
LO2 : Demonstrate the ability to map a path to purchase in a hospitality context, including the decision-making process
LO3 : Evaluate appropriate forms of research to understand influences on the hospitality consumer decision-making process
LO4 : Evaluate how marketers influence the different stages of the hospitality consumer decision-making process.
Unit 25 : Food Service Management
(H/616/1809)
This unit aims to provide students with an overview of the strategic management processes and practices found within different food service contexts. It will take students through the processes from sourcing products and suppliers to the various strategic tools and business options available to organisations, to address various challenges and issues within the business.
Students will be expected to investigate real life scenarios in the food service industry and apply analytical skills and problem-solving techniques to address real world situations. Under tutor supervision they will create recommendations and action plans for the business, using management tools and approaches.
The unit attempts to give students an understanding of the broader strategic perspectives of a food service organisation whilst considering some of the operational challenges to consider when managing strategy.
Learning Outcomes
LO1 : Investigate the sourcing and procurement processes within a food service organisation
LO2 : Evaluate operations management strategies within a given food service context
LO3 : Explore the importance of ethical management for overall business success
LO4 : Produce an improvement plan for a given organisational challenge within a food service organisation.
Unit 27: Front Office Operations Management
(D/616/1811)
The Front Office multi-departmental operations of a hotel play a crucial role in the customer experience; they meet and greet guests, check them in, manage their luggage and ensure that they have a comfortable and enjoyable stay. The Front Office is the face of the accommodation sector and has an invaluable role in elevating and enhancing the customer experience and relationship.
The aim of this unit is to provide students with the understanding of how the hotel Front Office is managed and its importance within accommodation services.
This unit will explore the Front Office and students will learn about the day-to-day management of the Front Office. Students will gain an understanding of what is involved in each phase of the guest experience as well as an understanding of room sales revenue and the importance of yield management in maximising revenue.
On successful completion of this unit students will have developed sufficient knowledge and understanding of what it takes to manage the Front Office.
Learning Outcomes
LO1 : Evaluate the role of the Front Office department within various accommodation organisations
LO2 : Discuss the importance of managing the reservation process to ensure maximisation of profit
LO3 : Analyse the guest experience journey within Front Office operations
LO4 : Assess how Front Office operations manage the quality of service delivery.
Unit 31 : Hospitality Digital Marketing
(A/616/1816)
The aim of this unit is to introduce students to the major developments taking place in digital marketing. It will enable students to develop an understanding of how hospitality organisations use various digital tools and techniques to engage their guests/customers and maintain a competitive advantage. This unit is designed to provide students with the knowledge and tools to work as part of a digital marketing team or go on to study more in this specific area.
Digital marketing is now a major component of all successful hospitality marketing campaigns. Hospitality organisations recognise the importance of having digital at the core of their business in order to meet the needs of technology-savvy guests/customers.
However, with the landscape continually evolving, it is important for marketers to stay ahead of their competitors and deliver cutting-edge digital marketing approaches and strategies.
Learning Outcomes
LO1 : Demonstrate an understanding of the opportunities, challenges and impact of the digital environment within the hospitality industry
LO2 : Examine key digital tools, platforms and channels used by various hospitality organisations
LO3 : Determine how to organise digital marketing activities and build multi-channel capabilities in a hospitality organisation
LO4 : Evaluate methods of monitoring and measuring digital marketing effectively.
Unit 38 : Concepts and Innovation in Hospitality
(R/616/1823)
This unit focuses on innovation and development of innovative concepts in the hospitality industry. In today’s competitive landscape it is critical that organisations continually innovate both their product offering and processes to ensure that they remain competitive in the market. Furthermore, adopting a more commercially driven approach is vital to maximise the Return on Investment (ROI).
Students are asked to consider the meaning of ‘innovation’ and how it relates to the hospitality industry in terms of both product, service or brand development and as part of an organisation’s overall business strategy.
Students will explore the different factors driving innovation in the hospitality industry such as the significant developments in technology and the changing needs of different customer groups. They will also have an opportunity to conceive, evaluate and pitch an innovative concept for the industry.
Learning Outcomes
LO1 : Explore the concept of innovation and its importance to business performance
LO2 : Analyse the key factors driving innovation in the hospitality industry
LO3 : Assess the role and importance of innovation to hospitality businesses
LO4 : Conceive and pitch an innovative concept for the hospitality industry.
Unit 44 : Strategic Human Resource Management (F/508/0533)
The aim of this unit is to explore the contribution strategic Human Resource Management (HRM) makes towards the development and support of sustainable organisational strategies. Students will develop an understanding and appreciation of seminal and contemporary models, theories and concepts which enable Human Resource (HR) managers to make positive contributions to sustainable organisational change and growth from an HR perspective.
On successful completion of this unit students will have the confidence to contribute to strategic decision-making in an HR context. This will be based on strong theoretical and applied foundations which will add value to an organisation’s HR function and role.
Learning Outcomes
LO1 : Analyse key external and contextual developments which influence HR strategy
LO2 : Apply contemporary theoretical and practical knowledge of HR development
LO3 : Evaluate how appropriate change management models support HR strategy
LO4 : Evaluate the contribution of HR management and development to sustainable business performance and growth.