Ontario College Graduate Certificate
2.5 Years; 75 weeks

Hospitality and Tourism Operations Management

Overview

Students will develop the knowledge and business skills required to manage the global hospitality industry, with an emphasis on Canadian tourism. There are five semesters, including a paid internship semester, and opportunities to complete industry certificates such as Smart Serve – Beverage Sales & Service Training and Certified Guest Service Professional (CGSP). Students will network with industry partners in hotels, restaurants and tourism organizations, and learn from industry professionals. 

Our Affiliate Partner Programs

As of February 2023, we are pleased to announce our partnership with InnRoad and TouchBistro.

InnRoad PMS is an all-in-one, cloud-based hotel management software.

TouchBistro is an all-in-one restaurant management system.

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Program Highlights

During this two-year, intensive graduate certificate program, students will develop the knowledge and business skills required to manage the fast-paced global hospitality industry, with an emphasis on Canadian tourism.

The program consists of five semesters including a paid internship semester, where students can apply their knowledge in the field. You will have the opportunity to network with industry partners in hotels, restaurants and tourism organizations, and will learn from industry professionals with proven leadership and relevant hospitality experience.

Located steps away from hospitality businesses in our London Downtown Campus, you’ll be surrounded by tourism and hospitality industry partners in a dynamic learning environment. Develop the knowledge and skills to work in hotels, restaurants, tourism and travel companies and retirement residences in North America. Upon graduation, you’ll be prepared for first-line supervisory and management roles.

During this program, students will have the opportunity to complete the following industry certificates:

Wine & Spirit Education (WSET)
Prud ‘homme Beer Certification
Smart Serve – Beverage Sales & Service Training
Certificate in Revenue Management (CRMA)
Workplace Hazardous Materials Information System (WHMIS) training
Safe Food Handling training
Certified Guest Service Professional (CGSP)

Courses

Level 1

Take all of the following Mandatory Courses:

This course will stress the essential employability skills needed to begin a professional career in the Hospitality Industry. Throughout this course the student will develop a professional image as it is an integral element to their career success and to the delivery of quality customer service. Each student will develop a personal career portfolio suitable for employment during their internship semester. A wide range of career specific topics will be discussed which will enhance the student’s ability to gain successful employment and increase their understanding of the importance of developing a career strategy.

In this course students study the history and production process of beer, wine, spirits and learn how to objectively evaluate these products and market them in a hospitality setting. Students will learn proper techniques to pour, mix and taste various beers, wines and spirits. Successful students will gain industry certification from the Wine and Spirit Education Trust (WSET), one of the world’s leading providers of wine education as well as the Prud’homme Beer (Level 1) certification.

This course provides students with basic principles of safe food handling, smart serve and first aid. Students will learn current principles and practices of sanitation and safety, government regulations and sanitation codes. Students will also obtain the requirements needed to implement responsible alcohol service. Lastly students will in learning how to deal with common medical emergencies in the work place with emphasis on recognition of the signs and symptoms of medical emergencies and how to create a safer work environment. Upon successful completion of the certification exams, students will receive certification in Safe Food Handling, Smart Serve and First Aid.

This course helps students develop the professional communication skills, both oral and written, needed for the hospitality and tourism industry. Students will analyze hospitality business cases to devise effective communication strategies, and produce a variety of documents using terminology and technology appropriate for their workplaces. Other areas of emphasis will include enhancing cross-cultural interpersonal skills, conducting meetings confidently and competently, and maintaining professional, clear, and timely communication in the fast-paced hospitality industry.

This course introduces students to the Canadian tourism industry. Students will identify the different consumers of Canadian tourism, and discuss how to market to different types of consumers. Students will explore the different regions of Canada as tourist destinations and develop tourism plans for each region, with emphasis on the natural, cultural, heritage and recreational resources of each region.

Food and Beverage Operations are an integral part of the Hospitality and Tourism Industry. This course will introduce students to the operations of a food establishment including; basics of service, point of sales system, floor plans, product knowledge, legal requirements and health and safety regulations. Students will obtain essential industry certifications including Smart Serve and Safe Food Handers.

Today’s Hospitality professional requires advanced computer skills. This course provides students with real world applications of practical and advanced skills associated with word processing, spreadsheets, and presentations. Students will also apply technology skills in collaborative sharing platforms, business social media and Desktop publishing to prepare and execute an effective presentation.

Students will learn about fundamental concepts in Cultural Anthropology and how these concepts relate to themselves, and how to reflect upon how to connect anthropological perspectives to Tourism, Hospitality and Culinary Arts. Students will practice applying the theoretical anthropological perspectives to a variety of topics and perform academic research and reporting. This course promotes the understanding of social and cultural behaviours and ideas within larger cultural contexts. This course encourages students to think critically about issues related to indigenous studies, diversity, relationship building and ultimately to their chosen programs of study and as global citizens.

Level 2

Take all of the following Mandatory Courses:

Building upon the introduction to food and beverage course in Level 1, students will develop advanced skills for food and beverage operations. Students will explore how teamwork is essential in delivering customer expectations to achieve business goals. Students will explore and apply: service skills, industry terminology, communication and professionalism and brand standards.

The emphasis of this course is to explore the intricacies of the Human Resources Department of a hospitality enterprise, in particular the various acts and legislation governing employers and employees in the province of Ontario. Students will also have an opportunity to explore their own personal management style. Through problem based learning and real life case studies you will explore the avenues to take when handling the numerous demands placed upon supervisors and managers and learn methods of achieving results through responsible supervision and management. We will focus on the importance of employee engagement this course and how positive, progressive management techniques can ensure success at every level of the organization.

The course is designed to give the student in-depth knowledge of the rooms division. Students will analyze the hotel environment in North America, strategies, tactics, key performance indicators, industry reports, and current trends used today to maximize front office revenue. Students will also develop technical skills using a property management software system.

This course explores Business Ethics as it pertains to management functions within the Tourism and Hospitality industry. Important issues will be discussed and analyzed to help managers determine the best decision when faced with ethical dilemmas. Important ethical issues will be discussed and debated each week including moral perspectives related but not limited to honesty, integrity, fair decision-making, leadership quality and a commitment to management excellence.

Students will identify customer hospitality needs. Through research, students will recommend North American tourist destinations, create travel arrangements, itineraries and meaningful travel related customer experiences. Students will apply industry terminology to effectively present, sell and service the customer while ensuring compliance with travel regulations.

This course continues to build on skills developed in Internship Preparation I. Students will conduct a job search within the hospitality industry. Portfolio development will continue, with a focus on the sales tools required for conducting a successful job search and developing a strategy that includes employer research, the application process, interview techniques and the acceptance process. Also, there will be a review of worker health and safety.

Level 3 – Internship

Take the following Mandatory Course:

Internship education is a learning method which allows industry proficient students an opportunity to broaden their professional competencies through ongoing mentorship while on the job. Students employed within the Tourism & Hospitality industry will work for a defined period of time, collaboratively with an Internship Coach and Employer partner. This opportunity will see the student setting specific developmental goals, identifying opportunities for growth, evaluating workplace issues and experiences as they pertain to their personal leadership development.

Level 4

Take all of the following Mandatory Courses:

The Hospitality professional must be able to maximize revenue with space and capacities constraints. Students will explore strategies to effectively manage inventories and prices through various channels of distribution. Using case studies and exploring real-time businesses, students will calculate key performance indicators and analyze industry reports to impact long-term revenue goals.

This course focuses on refining and advancing students workplace communication abilities. The advanced communication documents and strategies covered include presentation skills, research skills, business document writing, meeting and management team strategies, business etiquette, and advanced employment communications. Additionally, students learn about interpersonal and intercultural communication (high/low and monochromic/polychromic context) concepts and strategies.

This course will look at wine from an historical perspective and follow the evolution of its creation and development from a simple nutritious beverage to a religious symbol to a commercial success to a global commodity. It will focus on the historically important growing regions and grapes and its path from the old world to the new world and its importance in today’s world through a culinary and hospitality lens discussing styles, quality and food pairing from local dishes to world cuisine.

The purpose of this course is to provide tourism, hospitality and club management students with an understanding of the basic concepts and processes of marketing in the tourism and hospitality industry. This includes the key elements of strategic marketing, research and implementation, such as customer relationship and behaviors, differentiating, segmentation, positioning and brand, promotion, sales and distribution systems.

In this course, students will be developing the skills to be a supervisor in the hospitality, and food and beverage industry. Modules include effective communication, improving interpersonal skills, decision making, situational adaptation, change management, strategic thinking, business ethics and cross-cultural leadership.

Facilities Management will take the Hotel Management Student into the daily operations of a hotel property. Through the eyes of a Facilities Management team member you will explore facets of successful Housekeeping and Engineering Departments from inventory control, equipment purchase and maintenance to routine cleaning of guest facilities. Topics will also include: energy conservation, grounds keeping and recreation areas with great emphasis placed on health & wellness, safety & security as they pertain to guests and employees.

This course is designed to introduce the student with techniques (manual and electronic) used to calculate food, beverage and labour costs. The students will also learn to develop budgets, forecast revenues and determine the variances to better understand the financial performance of a hospitality operation. With a managerial focus, students will interpret calculated revenues, costs and variances to improve efficiencies.

Level 5

Take all of the following Mandatory Courses:

The rapid changes reshaping business today require leaders who stay ahead of the curve. Strategic planning is what separates outstanding organizations from the competition. This course encompasses a major project that demonstrates the core competencies required for tourism and hospitality management as a culmination of courses obtained throughout this program. Students will research, analyze, apply, and develop a strategic business plan with a focus on leadership and entrepreneurial concepts that are applicable to a global marketplace. Working in teams, students will go through the process of creating an innovative business concept and presenting final documentation to industry professionals.

This course is designed to provide students with the skills and knowledge necessary to become an effective manager. Students will explore “organizational behaviour” topics critical to developing effective management skills including but not limited to; motivating staff, building effective teams, managing change in the workplace, performance management, and dealing with diversity. Case studies and exercises will be evaluated to increase students self-confidence and leadership abilities.

Emerging tourism and hospitality professionals must recognize that customer sales and service skills are key to this very competitive industry. In this course, students will cover the key concepts, fundamental skills and techniques needed to manage customer expectations in the tourism and hospitality industry to create customer-focused priorities.

In Hospitality Law & Risk Management, students will learn a basic understanding of the Canadian legal system and how that system relates to the Hospitality Industry in terms of exposure to different types of Risk. In addition to understanding this relationship, students will learn how to identify, prioritize, handle and manage Risk.

This course is designed to provide an overview of the areas of the tourism industry that act as tourism generators. The role of events, conferences, attractions, and outdoor adventure and recreation activities will be discussed. This course will also provide information regarding public and private support services that are in place to order to promote the tourism industry.

A manager in the Food and Beverage industry is challenged on a daily basis with demands from customers, staff and owners. This course will assist students to develop their management skill with an emphasis on operational effectiveness. Students will apply their management with a focus on service operations, promotions, purchasing/receiving, inventory control, special events and financial management.

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