Hospitality Leadership & Guest Experience · Executive Program · Learning area
Learning area
Sign in to keep track of your progress. Sign in
The Experiential Enterprise: Strategy for 360-Degree Hospitality
Reframes the hospitality business from a product shop into an experiential enterprise, introduces the five vital metrics that give leaders a balanced view of health, and builds the systems-thinking lens used throughout the program.
- From family shop to experiential enterprise25 min
- The five vital metrics and the executive dashboard(Locked)30 min
- Systems thinking: connecting front, back and everything else(Locked)25 min
- Module work(Locked)
Guest Journey and Service Design
Turns the guest journey from a metaphor into a managed asset: mapping touchpoints across the before, during and after, blueprinting the backstage that makes them work, and deliberately designing the peaks and endings guests remember.
- Mapping the guest journey(Locked)30 min
- Service blueprinting: the backstage that makes the front stage work(Locked)30 min
- Designing peaks and endings(Locked)25 min
- Module work(Locked)
The Multisensory Environment: Space, Light and Sound
Treats the physical environment as part of the product: guest and staff flow, micro-zones and ergonomics; lighting, colour and materials; and the soundscape, with evidence on how music shapes behaviour and practical rules for volume.
- Space that speaks before words: flow, zones and ergonomics(Locked)30 min
- Light, colour and materials(Locked)30 min
- Soundscape: music, tempo and volume(Locked)30 min
- Module work(Locked)
Operations and F&B Management: Kitchen, Bar and the Data Backbone
Covers the operational core of food and beverage: standardised production from seed to plate, smart seasonality, the cloud POS and integrations that form the data backbone, forecast-driven purchasing, and a beverage programme managed for rotation, margin and emotion.
- Standardised production: from seed to plate(Locked)30 min
- The operating backbone: POS, integrations, forecasting and purchasing(Locked)30 min
- The beverage programme: rotation, margin, emotion(Locked)30 min
- Module work(Locked)
Financial Control, Governance and Risk
Gives operators and executives the financial literacy to read the story in their numbers, control prime cost, plan with a rolling forecast and scenarios, and build a governance system for compliance, food safety, data protection, cyber-risk and business continuity.
- Numbers that tell stories: P&L, balance sheet and prime cost(Locked)30 min
- Rolling forecasts, scenarios and cash(Locked)25 min
- Compliance, food safety, data and continuity(Locked)35 min
- Module work(Locked)
Revenue Optimisation: Capacity, Menu and Price
Equips leaders to manage revenue as a system: capacity metrics for restaurants and hotels, the levers that move them, menu engineering to shape mix and margin, and ethical dynamic pricing that shifts demand without eroding trust.
- Revenue management fundamentals for restaurants and hotels(Locked)30 min
- Menu engineering and pricing architecture(Locked)30 min
- Ethical dynamic pricing and demand shaping(Locked)25 min
- Module work(Locked)
Brand Positioning, Marketing and Communication
Builds a brand guests can almost taste, from positioning and identity to hero-centred storytelling, then turns it into discoverability, measured paid media, guest-generated content and responsible use of generative AI.
- Positioning and identity you can taste(Locked)30 min
- Discoverability and reputation: local search and reviews(Locked)30 min
- Paid media, guest content and AI-assisted creativity(Locked)30 min
- Module work(Locked)
Customer Retention, Loyalty and Service Recovery
Makes the business case for retention, designs loyalty programmes that use data with consent and create genuine surprise, and builds the front-line emotional skills and recovery systems that turn failures into trust.
- The economics of retention(Locked)25 min
- Designing data-driven loyalty(Locked)30 min
- Emotional intelligence and service recovery(Locked)30 min
- Module work(Locked)
Leadership, Teams and Organisation
Develops the leader of a hospitality team: culture and psychological safety, leadership styles for service settings, organisation design and management rhythm, fair scheduling, and the talent cycle from employer brand to onboarding, micro-learning and on-the-job coaching.
- Leading a hospitality team: climate, safety and style(Locked)30 min
- Organisation design, management rhythm and fair scheduling(Locked)30 min
- Talent: employer brand, onboarding, micro-learning and coaching(Locked)30 min
- Module work(Locked)
Growth Strategy, Business Models, Innovation and Sustainability
Moves from running one excellent operation to shaping its future: comparing hospitality business models, choosing growth paths and testing replication readiness, managing innovation and technology with a human-first lens, and turning sustainability into a measurable source of resilience and value.
- Business models in hospitality(Locked)30 min
- Growth paths and innovation toward 2030(Locked)30 min
- Sustainability as strategy: waste, carbon and community(Locked)30 min
- Module work(Locked)